Implementing Automation in Healthcare: A HMCD, Mumbai Report

This report analyzes the implementation of automation in the administrative workflow of Healthcare Medical Centre and Diagnostics (HMCD) in Mumbai, India. It explores the changes in processes, organizational and stakeholder imperatives, and the challenges associated with this technological shift. The report identifies organizational stakeholders like employees and management and external stakeholders like customers and shareholders. It addresses challenges such as job insecurity, complex technology use, lack of experts, high implementation costs, data privacy concerns, and regulatory difficulties. Furthermore, the report outlines a decision-making process involving employee training and cost reduction through sponsorships. It also discusses the advantages and disadvantages of automation, concluding with recommendations for successful implementation and highlighting the importance of addressing potential risks to ensure the initiative's success and improve patient care. The report emphasizes the need for HMCD to navigate these challenges effectively to achieve its objectives of providing world-class healthcare services and improving efficiency.

Running Head: IMPACT OF AUTOMATION IN HEALTHCARE
IMPACT OF AUTOMATION IN HEALTHCARE
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Table of Contents
Introduction......................................................................................................................................2
Change in process............................................................................................................................2
Organisational and stakeholder imperatives....................................................................................3
Organisational stakeholders.........................................................................................................4
External stakeholders...................................................................................................................4
Challenges in the change process....................................................................................................5
Job insecurity among the administrative employees...................................................................5
Complex use of the technology...................................................................................................6
Lack of technology expert...........................................................................................................6
High cost of implementation and maintenance...........................................................................7
Data and privacy concern............................................................................................................7
Regulatory difficulties.................................................................................................................7
Decision making process.................................................................................................................8
Training of the existing administrative employees......................................................................8
Reducing the implementation cost through sponsors..................................................................8
Focusing on the security of the system........................................................................................9
Outcomes of the change management process................................................................................9
Advantages and disadvantages of the outcome.............................................................................10
Advantages................................................................................................................................10
Disadvantages............................................................................................................................10
Conclusion.....................................................................................................................................10
Reference.......................................................................................................................................12

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Introduction
Automation in healthcare is considered to be one of the major interventions in recent
times that enhances the efficacy of treatments and other healthcare related supports to the
patients. As per the report of Marr (2018) automation in the administrative workflow is identified
as a major innovation in modern medical practices where the administrative workflow assistance
helps the doctors, nurses and assistants to prioritize urgency and save their time on routine tasks.
Moreover, the process is very much effective to generate digital documentation and prescription
for the patients (Ngoie and Bartlett 2019). Therefore, it seems an effective for the growing health
care centres to implement such a measure in order to bring efficacy into the patient support
system.
Based on this understanding, this report aims for the implementation of automation in the
administrative workflow of Healthcare Medical Centre and Diagnostics (HMCD), Mumbai,
India. In course of the discussion, the report tries to put emphasis on the change and challenges
that the new technology driven initiative can develop and a mitigation strategy that will resolve
the situation entirely.
Change in process
Healthcare Medical Centre and Diagnostics (HMCD) is identified one of the renowned
and professional multi-speciality healthcare facility having pathology, radiology, cardiology,
dental, physiotherapy, consultation and full body check-ups (healthcarediag.com 2019). As a
result of that it is essential for the organisation to handle a number of critical situation as the

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number of patients is growing in course of time. Moreover, the facility provides world class
treatments to the patients with a diverse range of speciality treatment. Therefore, the
administrative department is always in high alert due to the huge pressure at work. Henceforth,
the management of the centre decides to reduce the work pressure of the administrative
department and implementation of the AI technology has been listed as the most desired change
that the organisation must do. In this regard, there are two objectives of the organisation that play
pivotal role. The objectives are facilitating a world standard healthcare service to the patients and
make a time effective processing from administrative department to the particular practitioner.
There are several benefits that the automated administrative assistance technology can
serve in the form of voice-to-text transcription, prescribed medication and write chart notes. As a
result of that the basic tasks that the administrative assistants and nurses are practiced. Therefore,
any delay in updating the charts and medicines of several numbers of patients at a time can be
happed with the help of just one technology (Subbe, Duller and Bellomo 2017). This AI
technology is completely driven by big data processing and able to analyse thousands of medical
papers using natural language processing (Nilashi et al. 2016). Henceforth, it can be stated that
the process definitely create a great deal of impact on the service quality of HMCD where the
patients does not have to stay await in the queue. Moreover, the doctors and nurses have direct
access to the patient reports that took a long time previously due to the heavy work pressure of
the administrative staffs.
Organisational and stakeholder imperatives
There are certainly a number of stakeholders engages to this new change in process. It is
important for HMCD management to identify and engage the stakeholders in the new change

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process so that a successful change can be implemented for the benefit of the organisation. In
this regard, the management identifies stakeholders on the basis of internal or organisational
stakeholders and the external stakeholders. The stakeholders are as follows,
Organisational stakeholders
The organisational stakeholders of HMCD are identified as the employees, doctors,
nurses and the management. Moreover, the financier is also identified as the organisational
stakeholders. In this regard, it is important for the organisation to put a great deal of emphasis on
the aspirations and demands of the stakeholders. According to Heravi, Coffey and Trigunarsyah
(2015) it is important for the organisation to identify its organisational stakeholders who are
major actors in order to make the project a success. As a result of that it is essential to meet the
desires and expectation of the organisational stakeholders as they are referred as the direct
contributor to execute the change in process (Butt, Naaranoja and Savolainen 2016). In response
to this, the employees, medical staffs and management executives are the major contributor to
the implementation of the automated administration assistance system within HMCD. Therefore,
they have discrete objective in terms of creating the administrative practice efficient and time
effective to provide quality health care services to the patients.
External stakeholders
The external shareholders of HMCD are identified as the customers and the shareholders.
As the main purpose of this health care facility is to enhance the efficacy of its patient service
process with time effective process so that quality service providing for the customer can help to
meet the expectation of the customers. Rizzo et al. (2015) advocated that in healthcare service,
patients and their families were very much concerned about the front desk support because they
had limited access to the doctors and nurses. Therefore, making a better administrative assistance

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program helps them to communicate with the doctors and nursing staffs. As a matter of fact, the
AI technology creates a transparent communication system between the patient family and the
medical staffs. Henceforth, it can be stated that the focal point of this change process is to meet
the satisfaction level of the patient party through advanced treatment and time effective care. It
also helps HMCD to maximise number of patients in the facility which will create opportunity
for the shareholders as their demands are also met through the process of attracting more
patients.
Challenges in the change process
Despite of focusing on the advanced technological incorporation, HMCD has to face
some potential risks that can create great obstacle for the success of the change in the process. It
is pertinent for the organisation to identify and address those risk factors so that it will foster
potential advantage to the facility to meet its expected outcomes. Therefore, the potential
challenges are as follows,
Job insecurity among the administrative employees
It is true that the AI driven administrative assistance will ease the tasks of the
administrative department in terms of generating prescription and details of the patient. From the
research of Nica (216) it can be derived that the technological advancement created a great
challenge for employment. Technological intervention can do more tasks than a human being
does. Therefore, it takes lesser time to complete a job and bulk of tasks can be done without
having no break or specific working time like human employees (Cheung et al. 2015). As a
result of that the private enterprises can easily exploit this feature of artificial intelligence. It

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creates a detrimental factor for employment shortage and issues like unemployment becomes an
obvious factor for the organisation.
Complex use of the technology
According to Lyell, Magrabi and Coiera (2018) artificial intelligence is new in the
advanced technological sphere. As a matter of fact, Alkan and Harrison (2019) argued that there
is still a range of investigation and research on the abilities and features of artificial intelligence.
Therefore, limited experts have enough knowledge about the use and practice of artificial
intelligence. For the common people it is beyond their ability to have enough knowledge and
expertise in artificial intelligence. This limitation of knowledge can have a detrimental impact on
using artificial intelligence in professional discourses. Due to lack of understanding about the
functionality of artificial intelligence it becomes a problem for the employees to use AI
professionally.
Lack of technology expert
The lack of technological functionality also results of shortage of technological expert
who have enough knowledge to handle and operate the artificial intelligence technology.
Moreover, it can be stated that it is required by the companies to get technological support from
experts before implementing the AI driven system for professional and business purposes
(Azmitov and Korabelnikova 2015). As a result of that having zero or less knowledge about the
technology is definitely a challenge for the business organisations to implement the AI
technology for professional purposes. Moreover, due to limited number of experts, their
remunerations are very high that can create a cost crunch for the business organisations where
huge costs will be extracted from the budget for hiring technology expert with profound
knowledge about AI technology.

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High cost of implementation and maintenance
From the research of Khanum et al. (2015) it can be stated that advanced technology
requires high price due to its premium and exclusive functionality. Therefore, a number of
organisation think twice before implementing cutting edge and advanced technologies in the
organisational practice. Moreover, Fei et al. (2017) pointed out that using AI in health care
industry required high costs for the initial phase where AI would be implemented. Furthermore,
there are also huge investment needed for maintenance of the sophisticated technology. Both of
these two factors make AI highly expensive in business practice.
Data and privacy concern
The advent of technological progress also creates a number of dark secrets in terms of
threat and breach of data security and challenges for the business organisations to put a strict
resolution on safeguarding the sensitive information regarding the organisation (Daly 2017). In
this regard, it can be stated that confidentiality of patient information is a part of ethical
healthcare practice. It is important for HMCD to consider this threat as it is intending to
implement the artificial intelligence in administrative assistance processing. Even the use of
advanced technologies like artificial intelligence, the threat of data breach cannot be overlooked.
Therefore, for HMCD it seems a serious threat to protect the information of the patients and the
employees also.
Regulatory difficulties
The government regulations are also creating obstacle for the development of effective
implementation of AI technology in healthcare practices. Affordability and lack of infrastructure
provided by the Indian government it can be a serious threat for HMCD to implement AI
technology in administrative assistance process (Niti.gov.in 2018). Surely, Indian government

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took a number of steps in recent years but it lags behind extensively from countries who are
highly developed in using high-tech measures in health care.
Decision making process
The risks are very genuine and have enough potential to halt the growth of HMCD as one
of the internationally recognised medical facility. Therefore, a number of important steps have to
be taken in order to make the change a success. The decision making process is as follows,
Training of the existing administrative employees
Training is considered to be one of the significant part in order to engage them with the
change management practice. As opined by Rodriguez and Walters (2017) it can be stated that
the purpose of training is to incorporate the employees with the business activities and enhances
the ability of the organisation to a great extent that will be suitable for both the employees and
the management to deal with the changing situation. Therefore, for HMCD it is essential to bring
confidence among the employees so that they can understand the importance and purpose of the
change. Moreover, an amicable and cooperative relationship can be developed between the
employees and the top management of HMCD.
Reducing the implementation cost through sponsors
It is obvious that the AI technology is a cutting edge technology that requires huge
funding. However, there are some uncertainty about the efficacy of the implementation of AI
technology in HMCD. It will be better for the hospital authority to position safe with raise
corporate funding from the investors. Bucero and Englund (2015) advocated that sponsors were
very useful for the development of the organisational progress. As a matter of fact, it can also
averts any kind of direct financial loss for the organisation. As a result of that for the

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implementation of the automated administrative assistance system it will be effective for HMCD
to collect sponsorship from potential investors.
Focusing on the security of the system
There is always a threat of data breach that has to be mitigated by using extensive and
effective data protection strategy. In response to this, Esposito et al. (2018) provided a strategy
that is resembled with the incorporation of IT experts who are highly trained in dealing with
potential internet threat of data breach. By developing a strong anti-virus and malware
protection, it will be effective for HMCD to eradicate any kind of threat regarding the data
breach. Moreover, monitoring the security is also essential for HMCD subsequently after
implementing the AI driven administration assistance system.
Outcomes of the change management process
The outcome of the change management process can be expected in terms of making an
efficient and time effective system where the medical staffs can easily access the patient
information as per their requirements. As a matter of fact, the doctors do not have to wait for a
long to get all the details of the patient because the automated mechanism has already evaluated
and uploaded the details in its system. Moreover, for the employees who are working in the front
desk, it will ease their pressure of work and they will perform effectively to manage the patient
parties with more care. As a matter of fact, a good communication and understanding can be
developed between the medical staffs and the administration department that will foster a good
and quality service to the patient with good care and patience.

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Advantages and disadvantages of the outcome
Advantages
 It can be stated that the automated administration assistance framework is highly
effective to meet the organisational objective of providing quality service to the patient.
 The role of the AI driven administration assistance process is to facilitate a good
communication and professional cooperation between the medical staffs and the front
desk employees.
 It is also effective to make a better customer satisfaction process where both the front
desk employees and the medical staffs are able to get enough progress of the patient.
Therefore, the time effective nature of the process help customer to develop a good image
about the healthcare facility because of the quick reaction process.
Disadvantages
Despite of all the advantages, there are certainly a number disadvantages that the
automated administration assistance framework can deliver. For instance,
 The threat of unemployment is still existed within the workplace environment that can
affect the performance of the front desk employees effectively.
 Furthermore, there is no cost cutting initiative for appointing a technology expert who
have prolonged experience in using AI in healthcare institutions.
Conclusion
The above discussion is trying to depict an impact of introducing AI technology in an
Indian healthcare facility. AI driven administration assistance system is the prescribed

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technology that HMCD is willing to install for providing quality service to its customers. In this
regard, the discussion shows that the system will harness a professional and effective relationship
between the top management and the employees and will carry out a good treatment experience
for the patients. However, there are some threats that proposed change process will face in terms
of job insecurity among the employees, complexities of the technology, high cost and lack of
maintenance expert. Nevertheless, the report prescribes a range of solutions that HMCD can
follow in the form of training and development of the employees, increase the number of
sponsors and ensuring the security of the data and information uploaded in the new system.
Therefore, it can be concluded that the report successfully projects different aspects of change in
HMCD by developing automated administration assistance.