Online Evaluation System for Healthcare in Sultanate of Oman

This paper describes the design and implementation of a web-based Online Evaluation System (OES) for healthcare in Sultanate of Oman. The system is designed to facilitate efficient communication between patients and healthcare providers, allowing patients to consult physicians online, book appointments, offer feedback on services obtained, communicate with other patients, and receive updates about healthcare practices. The system incorporates new technological advances and traditional approaches in software development, and was built using a prototype modelling approach that heavily relies on the interviewing approach during data collection. The system is completely dynamic and includes different user types, including patients, medical staff, supervisors, and administrators.

Coventry University Middle East
College
Project Submission
In Partial Fulfilment of the requirements for the Degree of
Master of Science in Information Technology (MSC-IT)
Online Evaluation System for Healthcare in
Sultanate of Oman
Author: Wafaa Salim AL Sudiri
PG16F162
2
Supervisor: Dr. Ali Abbas

Online Evaluation System 2
Academic Year: 2018/2019
1Declaration of Originality
This project is all my own work and has not been copied in part or in whole
from any other source except where duly acknowledged. As such, all use of
previously published work (from books, journals, magazines, internet etc.)
has been acknowledged within the main report to an item in the References
or Bibliography lists.
I also agree that an electronic copy of this project may be stored and used
for the purposes of plagiarism prevention and detection.
Copyright Acknowledgement
I acknowledge that the copyright of this project report, and any product
developed as part of the project, belong to Coventry University.
Signed: Dated:

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Office Stamp
MSc (IT) Project
2Declaration by Examiners
I / We have examined this report titled Online Evaluation System in
Oman submitted by Wafaa Salim AL Sudiri ID No. PG16f1622 in partial
fulfilment of the requirements of MSc (IT) Course during summer 2018
semester,
Signature of Supervisor Signature of 2nd
Marker
Name of Supervisor Name of 2nd

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Marker
Date: Date:
3

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Contents
1 Declaration of Originality....................................................2
2 Declaration by Examiners...................................................3
3 Abstract....................................................................3
Chapter 1: Introduction........................................................15
1.2 Background Study.....................................................18
1.2 Research problem...................................................22
1.3 Research questions..................................................22
1.4 Significance of the research..........................................22
1.5 Research objectives.................................................22
1.6 Layout of the Study.................................................23
Chapter2: Literature Review....................................................25
2.2 Health care sector in Oman.............................................25
2.3: Introduction to Online Evaluation......................................26
Chapter 3: Research Methodology...............................................34
3.2 Research Method......................................................34
3.3 Research Type........................................................34
3.4 Research Approach....................................................35
3.5 Research strategy.....................................................35
3.6 Data Collection Technique..............................................35
3.6 Research participants..................................................36
3.8 Interviews............................................................40
3.7 Results of the interview conducted for Patients..........................45
3.8 Results of Interview conducted for Medical staff.........................46
3.9 Dynamic Systems Development Method (DSDM).........................47
Chapter 4: Analysis and results……………………………………………………………………………………………………………………51
4.1 Preface...............................................................53
4.2 result of interview conducted…………………………………………………………………………………………….54
Chapter 5: system requirement specification……………………………………………………………………………………67
5.1: introduction……………………………………………..
5.2: system overview

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5.3: application design management
5.4: conclusion
Chapter 6: Project Management.................................................82
6.1: preface
6.2: Project management life cycle
6.3: Project Schedule
6.4: Work Breakdown Solution
CHAPTER 7: Critical Appraisal..................................................90
Chapter8: Conclusion /Recommendation /Student Reflection.........................92
10.1 Appendix (A): The project Dairy...............................................98
10.2 Appendix (b): Official Ethics Form..............................................98
10.3 Appendix (C): Official letters from MEC to other relevant..............................98
10.4 Appendix (d): The interview question and answer...................................98
List of tables
Table 1: interview
feedback…………………………………………………………………..42
Table 2: doctor’s feedback………………………………….………………………………………..45
Table 3: task
list……………………………………………………………………………….50
Table 4: risk
management…………………………………………………………………….53
Table 5: Complaint
Table……………………………………………………………………...63
Table 6: Department Table
……………………………………………………………………63
Table 7: Feedback
Table……………………………………………………………………….64
Table 8: Final ratings
table…………………………………………………………………….64
Table 9: HealthCare
table……………………………………………………………………..65

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Table 10: Questionnaire
table…………………………………………………………………66
Table 11: Rate healthcare
table………………………………………………………………..67
Table 12: Suggestions
table…………………………………………………………………….68
Table 13: Tblfiles
table…………………………………………………………………………68
Table 14: user info table…………..
……………………………………………………………69
List of figures
Figure 5 Relationships between
Tables………………………………………………………..37
Figure 7: Log in
Page…………………………………………………………………………..42
Figure 8: Password
Recovery………………………………………………………………….44
Figure 9: Select User
Type……………………………………………………………………45

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Figure 10: Rigestration
Form………………………………………………………………48
Figure 12:Patient
Page………………………………………………………………………49
Figure 11: Confirming the registration……………………………………………………51
Figure 12: Patient Account
Information……………………………………………………53
Figure 13: Patient Complaint
Form………………………………………………………..55
Figure 14:Feedback
Page……………………………………………………………………56
Figure 15:Suggestion
Page……………………………………………………………………56
Figure 16:Qustionair
Form………………………………………………………………….58
Figure 17:Feedback
List……………………………………………………………………..59
Figure 18:Complain
List…………………………………………………………………….59
Figure19: Medical Staff Page……….
………………………………………………………62
Figure20:Supervisor
Page……………………………………………………………………62
Figure 15: Supervisors Feedback
Page……………………………………………………….63

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Figure 16:Complaint List…………………………...
………………………………………….63
Figure 7: Patient / Medical Staff info……………….
…………………………………………64
Figure 8: Complaint Solving
Page……………………………………………………………..64
Figure9: Rate health
care……………………………………………………………………65
Figure 10:Supervisor View
Questionaire……………………………………………………65
Figure 11:Admin
Page……………………………………………………………………….66
Figure 12:Rate by
Supervisors………………………………………………………………….67
Figure 213: Final Rating by
Admin………………………………………………………….67
Figure 14:Questinair
Result………………………………………………………………68
Figure 15:Add
Hospital…………………………………………………………………….68
Figure 16:Network Diagram…………………………………………………………………69
Figure 15.2 Regular expression validator for
Email………………………………………..78

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Acknowledgment
In the name of Allah, most gracious, most merciful, all praise and glory to the
Allah the almighty who alone this small objective to be accomplish. There is
no good work without having hard time. Assistance is the only way out. In my

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project, I have received assistances from great people. I am more than
thankful for our advisor and supervisor Dr.Ali Abbasfor his time and effort to
guide me to accomplish my goal and I am grateful for his guidance and
support.
A primary gratitude goes to my father and mother for their unending
encouragement and support. I cannot forget to thank my husband for his
motivation and supporting me who has believed in my ability to achieve my
aims. Finally, the last thanks go out to various people whose direct and
indirect support and helped me to achieve this project.
Heartfelt Thanks and warmest wishes,
Abstract

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Online Evaluation System is a technological that is designed to help
the ease of interaction and communication between patients and
healthcare providers in Oman. One can be able to use OES to consult
the physician, book appoint, check his schedule, offer feedback on the
services obtained. Communicate with other patients or people sharing
his problem as well as getting updates about the healthcare practice.
One can consult his/her physician online without visiting the office of
the physician physically. The system will have a payment module
where one will be able to offer payment or complete other online
transactions. The payments will be done through the use of master
card. This dissertation will focus on the designing, development and
implementation of OES.
As we are preparing a system on Online Evaluation System lets first see what does the
word healthcare stands for, Health care (healthcare in American English), refers to the
treatment and management of illness, and the preservation of health through services
offered by the medical, dental, pharmaceutical, clinical laboratory sciences (in vitro
diagnostics), nursing, and allied health professions. Health care embraces all the goods
and services designed to promote health, including “preventive, curative and palliative
interventions, whether directed to individuals or to populations “Health care systems
are designed to meet the health care needs of target populations. There are wide
varieties of health care systems around the world. In some countries, the health care
system has evolved and has not been planned, whereas in others, governments, trade
unions, charities, have made a concerted effort religious, or other co-ordinate bodies to
deliver planned health care services targeted to the populations they serve. However,
health care planning has often been evolutionary rather than revolutionary.

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This paper describes the design and implementation of a web-based Online Evaluation
System (OES). My project is a .NET website about Evaluation of Healthcare Systems
so that a baseline could be established for measuring the services provided by a certain
Healthcare .This Website is aimed at evaluating various departments in an healthcare so
that the healthcare system be properly monitored and improved with passing time. The
Website has various Users with each User having their own set of functionality and
authority. The Users are: The Admin, The Supervisor (per hospital), Medical Staff (The
Doctor, Nurse etc) and most importantly the patient.
The main aim of this program research is to find out a technological program that will
facilitate easily available and most importantly the efficient way of communication in
the healthcare sector. The program should be able to perform without having an
interference with the normal running in the healthcare. This online evaluation system
has in cooperated new technological advances has will be able to point out the available
loopholes in the current system used.
In the designing, development and the implementation of the design, both new
technological advances and the traditional technological approaches in the development
of the software have been used.
This research therefore focuses on finding out what the healthcare players in Oman
think on the introduction of an interaction program. The project management approach
pursued in this project is a prototype modelling approach which heavily uses the
interviewing approach during the collection of data. The information used in building
the project was gathered from the general public, patients, doctors, nurses and all the
players in the healthcare sector. In systems like this, each and every aspect of it have a

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direct effect on the user? When it comes to user experience, this program borrows the
ideology of apple.
Communication has been among the main problems facing the people of Oman. Online
Evaluation System will help take user interaction and communication within the sector
to the higher levels. Just like in the western countries, where patients consult medical
practitioners at the comfort of their seat or office, the program will elevate Oman to the
similar levels.
The Website is completely dynamic. When a user logins the website checks it with the
Server the type of user and once the credentials are verified it redirects to the respective
pages. The Super User i.e., The Admin can add hospital and can assign supervisor to
the respective hospital.
Let us start with the patient first. The Patient visits a certain hospital and then can sign
in with the OES website. He will be assigned with unique id and password. He can give
his/her feedback, complaints, suggestions and answer the questionnaire. The Patient
can check the feedbacks, complaints he made earlier. The Patient can also change
password and view his Account information. The patient can also request for forgot
password which will then be sent to the email he/she entered at the time of registration.
The Supervisor can log-in and see all the feedbacks, Complaints, Suggestions made
with respect to his or her assigned hospital and can solve them by providing a solution.
This solution is then automatically emailed to the complainant’s email by the website.
The Supervisor can also see the patient information and Medical staff information. The
Supervisor can see the feedbacks and complaints made and based on that Rate the
hospital ranging from Excellent to Poor. The Supervisor can also view the

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Questionnaire answered by the patient.
The Medical Staff (Doctor, Nurse, and Dresser) can also register and log-in. once they
log-in. He/she can give his/her feedback, complaints, suggestions and answer the
questionnaire. The Medical Staff can check the feedbacks, complaints he/she made
earlier. The Medical Staff can also change password and view his Account information.
The Medical staff can also request for forgot password which will then be sent to the
email he entered while registering.
Finally coming to the Admin Module, The Admin or Administrator is the super-user.
He can see the ratings made by each supervisor for their respective hospitals. He can
see the complaints made by the patients over a period of time. He can also see the
supervisor information. He can see the patient, Medical Staff information. He can see
the questionnaire results and can rate health care centre based on his observations. The
admin can give Final Ratings to a particular hospital based on all the information he
sees in his module ranging from complaints made to the rating done or the
questionnaire answered. The Admin can also assign Supervisor to any unassigned
hospital. He can also add hospitals.

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Keywords
Human computer interface, online evaluation system, admin module, OES, project management
methodology, interactive media, system design and development, software requirement
specifications, hardware, software, special user id, ASP.NET, system design, IDE, system cycle,
work breakdown structure, GrantPRO chart and interviews.

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Abbreviations
IDE integrated development environment
OES online evaluation system
UK United Kingdom
ITA information technology authority
SDLC system development life cycle
WBS work breakdown system

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Chapter 1: Introduction
1.1 Interface
Technological advancement has highly affected operations in various sectors in the world today.
Different systems have been developed to facilitate the day to day running of organization. In the
health sector, different ideologies have been put in place to facilitate the improvement of
operations being carried out.
The technological growth has enabled advancements within the sector in terms of technology

Online Evaluation System 20
independency in the health sector. Evaluation of the activities done within the health and social
care system needs to be through the online services and thus it will have a great impact on the
people performance and the investigation of the activities. The health care sector is becoming the
fastest growing and thus highly dynamic industries in recent decades. The intensity and the
patient flow are also on the rise and thus further they increase the pressure on the managements
of the health care systems for the higher competition. The progress in the services of heath care
system have been increased with the demand for the individualised and distinctive series that
needs to be delivered along with the quality care as well as it led to the higher specialisation in
many categories of social care jobs. As this paper will discuss the development of the Online
Evaluation system that will help to evaluate many departments and their activities within the
health care system. The health care sector embraces all the services and goods that have been
designed in order to promote the health as well as including the preventive, palliative and the
curative interventions that are whether directed to populations or the individual person with in
the health and social care sector. The health care systems have been designed in order to meet the
needs of the health care of targeted staff or patient. In this regard, the OES system will be
developed and designed to help various patients and other players in the market to easily use it.
All the steps made by the developer will be geared towards making the websites user friendly
and can be run by everyone.
There are some wide varieties that will be highlighted while implementation of the online
evaluation system in Oman’s health care’s sector. In some of the counties, the health care system
has been evolved and thus it has not been even planned services of the health care sector which
has been serving to target to the group of people. In many ways, there are some complexities in
the healthcare sector of Oman and thus as per the decision making in the healthcare which

Online Evaluation System 21
involves in the large number of the stakeholders along with the different and sometimes while
contradicting priorities and perspectives.
The quality of the care that has been given by the organisations in the health care system is said
to be the main driver for making the important decisions in the development of the health care
which has been the strategic and the main objective for all the health care organisations as well
as workers within the field. Along with various numbers of the stakeholders within the
organisations in health care sector, the quality of the care is said to be the main subject of the
debate that will reflect the wide variation within the perspectives of the stakeholder. Since many
decades, the quality of the care for the management of the health care sector and the medical
practitioners usually lies in offering the good practices of the medicine.
The need of the development of evaluation is mainly for the purpose of the investigating the
activities and the importance of the customer satisfaction for the success of the business as well
as success of the industry which is the main motive for all the health care practitioners as the
greater attention has been given to the soft skills that will formulate the way as the services is
being delivered in recent days. Many surveys and studies have been conducted in order to
evaluate that the practices and the work that have been done by the health care practitioners. The
Online Evaluation System in some of the other countries is being used to evaluate the main
issues and the problems that have been faced by the customers within the health care sector. The
quality of the care for the patients is being affected by the hard and soft skills where as it has
been observed that only 15% people have been referred to the hard skills that will be used within
the health care sector.
Moreover, the quality and the performance of the health care practitioners and the staff who
utilise their skills in order to satisfy the customer and provide complete support to the patients

Online Evaluation System 22
will be evaluated through the implementation and the use of the OES within the hospitals in
Oman. Similarly, the quality of the care for the shareholders that is focused on the reputation and
image of the organisations that have been working within the healthcare sector will attract the
patients due to the implementation of the OES in the hospitals of Oman. The need of the
implementation of Online Evaluations system is to solve the complaints of the patients and the
questions that have been raised by the patients towards the reliability of the patient and the work
performed by the staff within the job.
The primary aim of the research is to have a clear understanding of the needs of various
healthcare players in Oman in terms of interaction and communication. Fast and efficient
communication is to be achieved in the long run.
1.2 Background Study
Healthcare sector is continuously improving and making advancements
within the sector in terms of technology independency. Evaluation of the
activities done within the health and social care system needs to be through
the online services and that it will have a great impact on the people
performance and the investigation of the activities. The health care sector is
becoming the fastest growing and highly dynamic industries in recent
decades. The intensity and the patient flow are also on the rise and that
further they increase the pressure on the managements of the health care
systems for the higher competition. The progress in the services of heath
care system have been increased with the demand for the individualised and
distinctive series that needs to be delivered along with the quality care as
well as it led to the higher specialisation in many categories of social care
jobs. As this paper will discuss the development of the Online Evaluation
system that will help to evaluate many departments and their activities
within the health care system. The health care sector embraces all the

Online Evaluation System 23
services and goods that have been designed in order to promote the health
as well as including the preventive, palliative and the curative interventions
that are whether directed to populations or the individual person with in the
health and social care sector.
The health care systems have been designed in order to meet the
needs of the health care of targeted staff or patient. There are some wide
varieties that will be highlighted while implementation of the online
evaluation system in Oman’s health care’s sector. In some of the counties,
the health care system has been evolved and thus it has not been even
planned services of the health care sector which has been serving to target
to the group of people. In many ways, there are some complexities in the
healthcare sector of Oman and thus as per the decision making in the
healthcare which involves in the large number of the stakeholders along with
the different and sometimes while contradicting priorities and perspectives.
The quality of the care that has been given by the organisations in the
health care system is said to be the main driver for making the important
decisions in the development of the health care which has been the strategic
and the main objective for all the health care organisations as well as
workers within the field. Along with various numbers of the stakeholders
within the organisations in health care sector, the quality of the care is said
to be the main subject of the debate that will reflect the wide variation within
the perspectives of the stakeholder. Since many decades, the quality of the
care for the management of the health care sector and the medical
practitioners usually lies in offering the good practices of the medicine. The
need of the development of evaluation is mainly for the purpose of the
investigating the activities and the importance of the customer satisfaction
for the success of the business as well as success of the industry which is the
main motive for all the health care practitioners as the greater attention has
been given to the soft skills that will formulate the way as the services is
being delivered in recent days. Many surveys and studies have conducted in
order to evaluate that the practices and the work that have been done by

Online Evaluation System 24
the health care practitioners. The Online Evaluation System in some of the
other countries is being used to evaluate the main issues and the problems
that have been faced by the customers within the health care sector. The
quality of the care for the patients is being affected by the hard and soft
skills where as it has been observed that only 15% people have been
referred to the hard skills that will be used within the health care sector.
Moreover, the quality and the performance of the health care practitioners
and the staff who utilise their skills in order to satisfy the customer and
provide complete support to the patients will be evaluated through the
implementation and the use of the OES within the hospitals in Oman.
Similarly, the quality of the care for the shareholders that is focused on the
reputation and image of the organisations that have been working within the
health care sector will attract the patients due to the implementation of the
OES in the hospitals of Oman. The need of the implementation of Online
Evaluations system is to solve the complaints of the patients and the
questions that have been raised by the patients towards the reliability of the
patient and the work performed by the staff within the job.
In order to ensure the success of the program, user experience is a crucial element to
consider. This is a demonstration how the system looks and how the user feels while
interacting with it. The system will try to make use of minimal resources to display the
requested information. Speed and efficiency are the most important elements that are
considered in achieving this. The second reason that makes user experience to a
fundamental element to consider is the opinions and the feedback of the users in terms of
the efficiency, system performance and the level of creativity that is involved in the
program. Given the dynamic nature of user experience, the developer will have to create a
system that is based on the opinions and feedback obtained from the users. A simple
diagram that shows the dynamic nature of user experiences is given below.

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Figure1: customer experience diagram
The evaluation systems for the health care sectors in order to improve the performance and
the quality of the work within the health care sector, Online Evaluation systems will help the
people to identify the main problems that might occur within the sector due to the performance
and the quality of the staff towards the patients in the health care sector. Health care sector is one
of the most important sectors and it is important to keep a track on the operations and
performance of the staff within the sector, which will help to improve the staff ability and the
quality of the work in the system.

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1.2 Research problem
There is a need to develop the evaluation systems for the health care
sectors in order to improve the performance and the quality of the work
within the health care sector. Online Evaluation systems will help the people
to identify the main problems that might occur within the sector due to the
performance and the quality of the staff towards the patients in the health
care sector. Health care sector is one of the most important sectors and it is
important to keep a track on the operations and performance of the staff
within the sector, which will help to improve the staff ability and the quality
of the work in the system.
1.3 Research questions
The research questions stated that:
 The importance of development of the online evaluation system within
the health care system in Oman
 The use of OES within the Oman hospitals for the evaluation of the
services and activities done in specific departments of health care
sector
1.4 Significance of the research
The Significance of the research is that there is a need to develop
Online Evaluation System within the healthcare in Oman and that it will be
the baseline for measuring the services that have been provided by the
specific healthcare. The OES will help to evaluate several departments in
Health care centre that will be help to monitor and improve the performance
for all the staff working in the healthcare and to allow ant patient to lodge
complaint or suggestion about any health centre in Oman easily and

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1.5 Research objectives
The main objectives of the research are:
1-To provide report of quality of service for all department of a
Healthcare
2- The system provides option for all medical staff to introduce their
suggestions and feedback.
3-The system allow the supervisor and decision maker to know the
performance of the health care.
4- To give chance to the patient to provide their feedback, complaints
and give their suggestions which will help to improve the Quality of
healthcare.
1.6 Layout of the Study
 Chapter one: Introduction
The project focus in the implementation for online evaluation system
that will help all participants in the hospital to access the system and
give the feedback, suggestion and complaint about the services
provided from the hospital .This chapter consist of background study
about the evaluation system, research problem, research question,
significance of research and research objectives.
 Chapter two: Literature Review
The project presents the importance of implementing of the online
evaluation system in any health care centre. This chapter consist of
background about the healthcare in Oman and many relevant studies
that already implement the online evaluation system in their countries
like France and Germany.
 Chapter three: Research Methodology and analysis
This chapter contain the research strategy, research approach and a
qualitative research that used to collecting the data .Interview question and answer also
involving in this chapter. Software research methodology also included there. After

Online Evaluation System 28
conducted the interviews for patients and doctors in many private and
government hospitals, there must be analysis for the answers, so all
result and findings are in this chapter.
 Chapter four: System Requirements Specification
Thais project chapter will contain functional and non-functional
requirements, hardware and software requirements and operating
environment. It also contains the design and implementation constraint
and limitations.
 Chapter five: System Design and Implementation
That project chapter will contain diagrams that show how the data is
moving through the Website (data flow chart diagram, the relationship
between tables) what are the needed operations must be done in order
to perform the intended goal of the system. Also screen shots taken for
all the system design.
 Chapter sex: Project Management
This chapter contain many important parts that show the schedule of
the project, project tasks and work breakdown structure. In addition
Gantt chart and network diagram analysis are also contain
three .Several validations checks are represented in order to make
sure that every entered data is correct
 Chapter seven: Critical Appraisal
In this chapter, the objectives of the research will discuss and the
project outcomes and limitations for the online evaluation system.
 Chapter eight:
My project highlights how the implementation of the online evolution
system will impact the quality and the performance in the health care
sector. In this chapter, I put some recommendation for future work and

Online Evaluation System 29
my reflection that I learn and understood by implementing the online
system.


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Chapter2: Literature Review
2.1 Preface
This chapter included the introduction about healthcare in Oman and
the improvement while adopting technology and electronic media in the
health care. Also this chapter contain some studies that have been
implement similar system within Malaysia, France and Germany and thus
it will contribute a lot in the improvement of the quality and performance
of the activities performed by staff members. Additionally, some studies
have conducted for the implementation of the evaluation system in the
health care sector in UK. This studies help to know what is the existing
systems in the market or in the other countries.
2.2 Health care sector in Oman
Oman mainly boast the universal health and social care system and that
is used to offer the primary health care for free to all Omanis and the
subsidised care for population in the foreign countries of the sultanate. The
Ministry of Health, through its five-year health development plans, is further
improving its health care infrastructure, creating new institution and new
programmes to fulfil the unmet needs and to meet new threats from
emerging health problems. Over the past years, it has been seen that Oman
has great access to the medical facilities and the doctors has made great
improvement in the lifespan of the citizens of Oman who have observed their
life expectancies in order to increase the range from 49.3 years from the
decades of 1970 to the year of 2016 respectively (Hollenbeck, Noe, Gerhart
& Kellermann, 2013). However, it has been stated that the cost of the public
health care sector in the Sultanate of Oman is increasing slow and steady
and thus it has been observed that in the future the investment made in the
public health care will require continuing in order to rise for the match of the
demand. This will help to prove the challenging in the coming years and thus
it can be stated that it may see the private sector along with playing the role

Online Evaluation System 31
as an increasing way in supplying the medical treatment as well as care in
the Sultanate of Oman. Moreover, there have been already some of the
signs regarding the improvement in health care sector. It has been stated
that in coming years the practitioners of the health and social care sector will
bring the change while adopting the new ways of innovations and the use of
electronic medium for all the operations within the health care sector
(Vayena, Dzenowagis, Brownstein & Sheikh, 2018).
2.3: Introduction to Online Evaluation
The health care industries have made much advancement in other
countries of the world. In recent decades, the quality improvement has seen
since the year 1990 and the managers of the health care sector have
incorporated the approach of patient centred approach within the hospitals.
The managers of the healthcare that used to endeavour in order to achieve
the excellence while taking the perception of the patient into the account
when designing the main strategies for the improvement of the quality of the
healthcare. In recent decades, the health care regulators have shifted
towards the approach which is market driven of the turning satisfaction of
the patient through the online surveys into the improvement tool of the
quality for the overall performance of the organisation. In the year 1996, In
the French hospitals the evaluations of the patient satisfaction through the
online surveys are considered as mandatory. According to Laurent et.al
(2006) conducted a study in the teaching hospital that is located in France
while aiming to assess the important opinions of the staff that are at the
clinical word towards the effect of the patient satisfaction through the use of
online surveys for the improvement of the quality process in the health care
sector. The favourable result of the 94% of the people have revealed that the
most of the patient is capable to judge and answers the questions which is
related to the service quality of the hospital which is especially in the
relational, environmental and the organisational dimensions.

Online Evaluation System 32
In Germany, the measuring satisfaction that has been needed since the
year 2005 is considered as an element which is related to the quality
management reports. Since the year 2002, The Department of the Health
has launched the national survey program in which all the trustees of NHS in
England have made to the survey which is related to the satisfaction of the
patient annually and thus the reports shows the results that have been
catered to the regulators of the health care sectors. Hence, the performance
measurement, which is related to the patient satisfaction, is said to be the
legitimate indicator which is used for improving the main services and thus
the strategic goals for the organisations of the health care sector. In this
research, the main aim is to develop the online evaluation system that can
be used in depth for the investigation of the performance as well as the
activities that have been performed by many departments within the health
care sector in Oman. The literature review also focuses on the measurement
tools that have been sued within the France for the patient satisfaction
within the health care sector.
Healthcare system are said to be the complex entities along with so
many different stakeholders that includes wide range of partners, including
patients, clinicians, purchaser organizations, health care providers,
controllers, government and the broader perspective of the public that are
associated with the health care sector in Oman. The stakeholders of the
health care sectors are connected by a progression of responsibility
connections. Responsibility has two wide components: the rendering of a
record (giving data) and the resulting considering responsible (authorizes or
remunerates for the responsible party). However, the appropriate and the
exact plan of the health care systems, the central part of execution
estimation is to help hold its different operators to account, by empowering
partners to make educated choices.
The online evaluation will help to identify the process of the sector or
industry as well as people performance within the defined sector in the
country. There are specific technologies that are usually assessed in the

Online Evaluation System 33
health and social care sector and the main purpose of the introduction of the
technologies is to improve the quality as well as access and thus embraces
it. Many of the countries have not got any enough efficiency or the
experience for the hardware and the software packages that will boost the
health care sector in order to pay the high amount of the money for the use
of the technologies in the health and social care sector (Garnett, 2018). E-
health requires some of the appropriate usage while implementing the tools
such as evaluation system which is related to the process of improvement
within the hospitals in UK. Furthermore, the ‘E-Health’ approach those are
related to the information and the communication technology and thus have
been allowed to re-design the health and social care systems. Moreover,
there are some studies that has been used for the further implementation of
the system within the Malaysia and thus it will contribute a lot in the
improvement of the quality and performance of the activities performed by
staff members Additionally, there are some studies that have conducted for
the implementation of the evaluation system in the health care sector in UK
(Hollenbeck, Noe, Gerhart & Kellermann, 2013). Centralised database has
been created and implemented in order to import the academic in order to
keep up with the data collection in the form of the feedback taken by the
patients regarding the work and the performance of the staff in the health
care sector. Online evaluation system can be used to evaluate the
performance of the people as well as the treatment of the patients by the
staff. There are more than 13 systems that have been initiated in all over the
world such as in England, France, Germany, India and many more for the
evaluation of the staff in the health care sector (Vayena, Dzenowagis,
Brownstein & Sheikh, 2018). The benefits of using the evaluation system for
the survey and the data collection neither are nor widely routed but it is
readily evident to anyone along with the basic functions and knowledge of
the medium in the country. While processing of the result that moves from
the human realistic to the machine realistic working will make the work easy
as well as quickly and thus it will provide the best work to the people. The

Online Evaluation System 34
Online evaluation System that has been implemented within France shows
that the major component of the evaluation systems is that the entire
database will be centralised and thus it can be accessed from anywhere in
the country. Moreover, the data has been authentic and thus it will provide
the whole information at once (Fraser, Tan, Lagarde & Mays, 2018).
The modern media and Internet have become the major mean in the
public health care. According to the study conducted by Oman and
Neuhauser (2018) shows the use of the personal computers and the use of
the internet has been increased substantially over the past decades in
Germany and thus it is certainly elated to the health seeking the behaviour
of the patients in the form of the feedback (Oman & Neuhauser,2018).
Additionally, some of the universities in Malaysia have already developed the
evaluation system in online means and thus it provides the best results to
the people within the country and it makes the work quickly and appropriate
within the health care systems. The Online evaluation system provides the
best and the appropriate way of using the system that has been be effective
and easy as well as it has been the source of information regarding the
needs of the patient. The Online Evaluation system will help to develop the
procedure for the working environment and thus the patients are capable to
provide their timely feedback about each of the doctor or physician
regarding their behaviour and the way they used to treat the patient in the
work environment (Garnett, 2018). The use of the internet that perceived
the main medium as the alternative source of the information for the
problems related to the health care sector. In some of the cross sectional
study, it has been founded that the internet is found to be the main source
for the information related to the health and safety among the people of
Oman. There is a need of the appropriate evaluation system in the health
and social care sectors in the Oman which can be helpful for providing the
best results in the quality (Oman & Neuhauser, 2018).
A study have been conducted by Belt et.al (2013) which concluded that
one among the four persons want to have the communication with the

Online Evaluation System 35
physicians through the use of the system that has been online and thus it
must be recorded in the database of the hospitals and thus NHS have
developed the systems to overcome the issues. The online evaluation of the
system in the health sector is said to be the important part of the
development of technology in UK. Without the evaluation system
implemented within the health care system, it has been stated that the
changes could be made in order to utilise the end product of the department
as well as it remains unclear the working of the product and the effects that
will have on the people due to the development of the new system in the
hospital (Hollenbeck, Noe, Gerhart & Kellermann, 2013). Evaluation is done
in order to assess the work or the value of the specific technology or the
health services in the country and thus it have been used in order to improve
the processing of the work in the health care sector of many countries of the
world. The technology will help in evaluating the working of the people as
well as the securities that have been provided to the all the patients
regarding their safety in all means. Although there exists some specific
models in the health and social care and thus there are some failures that
are common in the services of e-Health. While using the evaluation systems
in the healthcare sectors, the practitioner stated that there is low cost for all
the process in the hospitals the process is faster as compared to the
previous evaluation process that have been used within the UK. However,
the previous evaluation process was manual and thus it takes a lot of time to
cover all the main aspects as all the evaluation of the timing and the
performance is done through the manual means and there might be some
mistakes in the evaluation process that have been already implemented
(Garrido, Sufrinko, Max & Cortes ,2018).
The online evaluation systems will provide the best results in the
massive way and thus it increases in the online treatments and in the
concurrent research. In most of the countries of the world it has been
observed that the e-Health is said to be broad and young for the staff
members within the health care sector. In the research conducted by

Online Evaluation System 36
(Garrido, Sufrinko and Cortes ,2018), it has been stated that the evaluation
of the system is made online as the information that is delivered and thus
the health services are enhanced through the use of Internet and other
related technologies in the country. E-Health is considered as the Online
Evaluation System is usually made the advancements in the evaluation as
well as in many other systems for tracking the changes and to improve the
health care through the information as well as the communication
technology. The main focus of developing the evaluation system is to track
each performance of the users as well as to take appropriate and timely
feedback of the patients regarding the working of the doctors and the
physicians (Garrido, Sufrinko, Max & Cortes, 2018). As an example, it has
been observed that in some of the health care sectors the doctors treated
the patients very bad and thus it has an impact on the mental health of the
patient. There is a need to build up good communication between the doctor
and the patient which lack in some of the organisations and thus there is a
need to track the people that could be used in order to reach the goal. It has
been seen that the research usually focus on the particular part of the staff
management which is named as the evaluation of the e-health services for
the purpose of social care and in particular it is usually focused on the
information provided for the health education related to the working
environment in the social and health care sector in Oman
The performance measurement is the module of Online Evaluation
System that have been used in many hospitals all over the world and thus it
usually offers to the policy makers as the major opportunity in order to
secure the health system in terms of accountability and improvement. It is
the role of the policy makers in the hospital that there is always the measure
and track for the performance management of each employee and thus it
had been evaluated on the basis of their behaviour, work and the
communication that is made between the patient and the staff in the
treatment. It is the main role and responsibility of the manager to improve
the quality of the decisions that are made by all the staff members working

Online Evaluation System 37
within the health care sector in Oman which includes the practitioners,
patients, governments at all the main levels and the managers as well as the
insurers, the citizens and the politicians as the financial supporters
(Hollenbeck, Noe, Gerhart & Kellermann, 2013). As per the recent
advancement that is made in the field of information and technology have
made a lot of increasing demands for the accountability and the choice of
the patient that have driven the rapid changes and advancement in the
health and social care system for the performance management in UK. The
health care systems are still in the progress as compared to the early stages
of the performance management that is basically managed manually and
thus there is a major improvements that is needed to be made in the
collection of data, policy development and the analytical methodologies as
well as in the implementation process of the system in the hospitals for the
betterment of the staff performance management in UK (Vayena,
Dzenowagis, Brownstein & Sheikh, 2018).
The performance management in the health and social care sectors
has many aspects which include the health outcomes from the treatment
and the population of the health care sector and the clinical quality as well
as the appropriateness of the care, equity and the productivity, which said to
be the main aspects in the health and social care sector. There has been
progress in the development of the performance management and the
measures as well as the techniques of the data collection for many different
aspects. The resistance from the staff of the hospital usually arises when the
people are not able to adopt the applications of Information Technology
easily and thus they face so many challenges in order to design as well as to
integrate the Information and the Communication Technology into the work
flow of the people in the health care sectors in many countries of the world.
The Staff members might be afraid in order to learn the new technology or
they might be afraid of getting familiar with the new technology and the
system has been used in order to eliminate the job so the people used to
insist for working in the traditional paper based system rather than moving

Online Evaluation System 38
towards adopting new ways in the system for the evaluation of the staff
management and the performance management in Germany (Garnett,
2018). Additionally, it has been stated that the physician will assign so many
reasons for not adopting the ICT system. Some of the mentioned difficulty
that has been stated by the doctors is the lack of the information that has
been provided to them in the typing. Most of the physicians are interested in
making the eye contact with the patients. While making the connection
between the colleagues and the hospital staff who have been using the
Information and Communication Technology such as the evaluation systems
that will help to illustrate that the system will increase the relationship
building between the physical and the patient as well .(Hollenbeck, Noe,
Gerhart & Kellermann, 2013).
Most of the evaluation is done in the internal organisation, which is
usually conducted by the senior managers of the hospital staff as well as for
the program managers and the staff. There is a still a need for the larger
scale, the external evaluations that is conducted periodically by every
individual from the outside of the program or as well as for the organisation
that are located in UK (Bone, 2018). According to Bone (2018) stated that
most of the times the evaluation performs the important role in making the
decision which has a long term impact on the performance of the staff which
is required for the funding process .Additionally, it has been stated that
manager has made the request the use of the external evaluation in order to
assess the operating and the programmatic problems that has been
identified but it cannot be diagnosed fully or thus it cannot be resolved
through the main findings of the internal evaluation in UK..
Many studies have been conducted which is related to the survey of
the online evaluation system that have been used within the academic
environment but it perceive the main benefits of the online surveys which
has been cited in the similar way and thus it is usually associated with the
general survey of the administration France and Germany (Coulson, 2005).
Due to the implementation of the online evaluation system that will reduce

Online Evaluation System 39
the main attributes of the evaluation process that are associated within the
hospitals of France and UK. It has been stated that while allowing the
flexibility to the students in order to complete the students activity through
the use of the evaluation process on the schedule it has been stated that
when they want to contribute more in the response. It has been seen that at
the school of the nursing there has been more than 80% of the classes that
will make the use of the blackboard courseware in order to maintain the
course of the administer test. It has been stated that the completion of the
evaluation process is said to be the logical step for the people. There is a
need to have appropriate evaluation process within the system for the better
working of the staff and other management process must go in a smooth
way in the health and social care sector (Dowling, Powell & Glendinning,
2004,).
Some universities have already implemented online, web- based
programs. For example, officials at Deakin University in Australia realized
how essential it was to save time and money spent on the traditional way of
evaluation by replacing it by an online evaluation method. [Goodman, 1999]
With the paper-based system, students who lived off- campus were asked to
mail their evaluation forms and coding those forms into digital format would
take up to three months to complete. In 1997, they implemented an online
system, which provided different forms for on- and off-campus
students .Students could log in with a special ID and complete an evaluation
for each of their teachers.
A study conducted at a public university stated that when comparing
online to paper-based evaluations, the first one has more benefits. These
benefits include saving money and time and a quicker reporting of the
results. It also showed that there was a preference towards using online
evaluation where "‘88.4% of all respondents preferred online evaluations,
compared to 11.6% who preferred the traditional format’ (Donovan, Mader,
& Shinsky, 2007). In the students' point of view, evaluating courses and
instructors online is convenient and accessible as they can fill in the form

Online Evaluation System 40
from any computer at any time. In addition, online evaluation provides
anonymity. With paper-based evaluation, there is a chance of identifying a
student through his\her handwritten comments. However, it is not the case
with online evaluation in which students type their comments and their
identity is kept anonymous. This allows students to write comments that are
more thoughtful without being afraid of being identified through their
handwriting.
After the implementation of the E-healthcare evaluation system there
are some of the advantages some of the disadvantages of the systems that
has been used as compared to the paper based evaluation that has been
used previously along with the documentation in the hospitals in UK. Due to
the implementation of the evaluation system there are some of the
advantages highlighted such as the stress of the staff has been reduced.
With the use of the evaluation system it will make an efficient as well as
accessible record of the patient within the health and social care sector in
UK. Furthermore, it has been stated that it will save the time and thus reduce
the indirect works that will lead towards the direct delivery of the care in the
health care sectors. Due to the use of the evaluation system it will cause to
keep the staff to attract towards their roles and responsibilities as well as to
their possession in the health care sector. There is a need of building the
communication with the staff along with maintained the good roles and
responsibilities between the patient and the staff in the health and social
care sector (Enjolras & Sivesind ,2018).
2.4 Conclusion
This chapter contain discussion about all my project objectives, and the
benefits of the implementation for the online evaluation system. E-Health is
considered the Online Evaluation System is usually made the advancements
in the evaluation as well as in many other systems for tracking the changes
and to improve the health care through the information as well as the

Online Evaluation System 41
communication technology, so that will effected directly to the quality of
services and performance for all participants in the healthcare. Most of the
times the online evaluation performs the important role in making the
decision which has a long-term impact on the performance of the staff.
Conclusively, while the implementation of the evaluation system there will
be some of the advantages highlighted such as the stress of the staff will
reduced and will make an efficient as well as accessible record of the patient
any time within the health care.

Online Evaluation System 42
Chapter 3: Research Methodology
3.1: Preface
This chapter help the developer to work easily in the data collection and
the implementation of the website. The focus of this chapter will be in the
requirement and the important pages that must be implemented in the
website. A qualitative method will take for data collection because it is
usually supports the in-depth understanding of the situation that has been
investigated. There will be interview questions and answers for many
patients and doctors in both private and government hospital. The focus of the
chapter will be on the implementation of online evaluation system in the healthcare in Oman and
the basic methods that building the website
3.2 Research Method
Research Methodology used to collect the data and information for the
aim of making the decision that is appropriate for any project. The
methodology might include the interview, publication research,
questionnaire surveys and many other research techniques, and that could
include the current and the historical information regarding the research.
The most significant choice of the methodology that used by the researchers
is mainly based on the main distinction between the quantitative method
and the qualitative method respectively. As mentioned already the
qualitative method takes the main form of the description that is based on
the images or languages while the quantitative data takes up the form of the
numbers.
3.3 Research Type
The research methodology types include the following;
 Descriptive vs. analytical: descriptive research approach discusses the features of the
program in question. Analytical research takes into consideration analysis of finer

Online Evaluation System 43
information concerning the project. Critical thinking skills are crucial for analytical
research approach.
 Applied research and fundamental research: Applied research tries to use examples in the
real world to provide an answer to the question. Fundamental discipline uses scientific
approaches in providing answers to the questions
 Quantitative vs. qualitative: qualitative research focuses on the achievement of reasons,
motivation and opinions. On the other hand, quantitative focuses on uses statistical
approach.
 Empirical vs. conceptual: conceptual takes into account the evaluation of philosophy and
other social sciences. Empirical refers to the type of research that collects data through
observation and experiments.
My research here focuses on determining the opinion of people about the usage of online
evaluation system for healthcare. Types of research that I will employ are qualitative method
through interviews. This will help me get high quality information on the experience of the
user with the project. In addition to qualitative, I will employ the use of descriptive research.
3.4 Research Approach
Research approach that has been used within the research procedure
usually comprises of the data collection, analysis and the interpretation of
the data. There are mainly two types of the research approach the
Inductive and Deductive approach. For this project, a deductive research approach is
considered. This approach focus in foundation on the formation of hypothesis,
3.5 Research strategy
The research strategy will help the researcher in order to investigate the
main issue of the project within the organisation. Research strategy is the
process of the research which is the main plan that is able to provide the

Online Evaluation System 44
main opportunities in order to provide the answers of the following questions
in a well organised manner. For the purpose of an effective research
strategy, there is a need to go through the interview questions with many of
the interviewers hat will helps to provide the appropriate results.
3.6 Data Collection Technique
There are many ways of the data collection methods that can be used
within the research such as surveys and interviews. For this particular
research study, the qualitative research technique has selected. The
Qualitative method have been applied in order to gain the knowledge of the
research and to know the requirements that will implemented within the
evaluation of the health care sector in Oman.
Qualitative data is generally grounded in the subjective and the
interpretive perspective. However, it is generally that the case with the
qualitative is not always the same. Qualitative research usually supports the
in-depth understanding of the situation that has been investigated and due
to the constraints of the time it is usually involves with the small sample of
the participants. For this research the main findings are said to be limited
with the sample studied as well as it cannot be generalised with the other
contexts or for the wider population. The popular methods that based on the
qualitative data usually include the semi-structured or the unstructured
interviews, document analysis and the participants’ observations. Qualitative
analysis is usually more time consuming as compared to the qualitative
analysis. The choice of the methodology used to depend on the developed
research questions, and the formulation of the methodology consequently
informed through the research perspective.
3.6 Research participants
The interview has been conducted in approximately two government
hospitals and two private hospitals in Oman. The interview conducted for
three patients and three doctors similarly within the hospitals laboratory and
the results have been gathered and analysed with respect to the need of the

Online Evaluation System 45
research. The participants have been asked several questions regarding the
development and implementation of the OES within the sector of health care.
The professional way of the interviewing is said to be in effective as it will
help to extract the most possible and appropriate answers from each of the
person. In this way, there might be some kind of the interviews that is
related to the accomplishment for the process of data collection for the
research that has been conducted. Through choose the professional way of
the interview, the study will then be able to select and collect the best and
appropriate information that is related to the topic. The focused groups are
the participants which are the patients in the hospital and the doctors that
will be evaluated on the basis of their performance and thus the patients will
be given the interview questions and similarly the doctors are provided the
opportunity to provide their views regarding the implementation and
development of the online evaluation system.
3.7.1 Spiral software research methodology
This system is not so popular compared to other forms of software development life cycle. This
is due to the high cost involved and is not an option for small projects, (Coulson, 2005). Its
success is highly dependent on the analysis of risks involved. Analysis of these risks highly
requires use of expert in every stage of iteration. The method may seem clumsy and costly to be
considered but it has advantages despite the limitations posed. One of the advantages is its ability
to allow the addition of other system functionality in project’s final implementation stage.
3.7.2 Major characteristic review
The model can be characterized by repeatedly reviewing the route of a set of crucial process
elements while removing the risks posed, (Kean et al. 2017). The following diagram illustrates
how objectives can be achieved.

Online Evaluation System 46
A successful project must pass through various developmental phases called spirals. They are;
Determined objections
Alternatives
Constraints
Planning phase
3.7.3 GanttPRO chart
GanttPRO is a too; used to simplify the implementation of spiral software. The following is chart
that illustrates how the chart looks

Online Evaluation System 47
3.7.5 Issues faced
Need of risk analysis as an important phase in the spiral. The risk of having too much risks
accruing in the life cycle of the projects. Cost increase as a result of long planning periods,
(Ennis, and Walton-Roberts, 2017).
3.1.6 Work breakdown structure (WBS)
Spiral software development take into account the following work breakdown structure phases.
Problem and high level solution definition
The need for interaction between the players in the healthcare sector has been a problem
especially when they are not physically present in the same place. This has necessitated the
formation of software to address this problem.
Requirement definition
Here, I brainstormed on the requirement that is required to complete the project. The importance
of is to determine in details all the requirements of each step and how it is going to be fulfilled.
System design

Online Evaluation System 48
In this step, a high level system design is undertaken. All the factions in the centre where the
system is to be implemented are consulted on the technological use, constraints projected, time
and the total budget.
System build
Systematically, the system is built according to the steps illustrated. All the components in
cooperated and parameters needed are put in place to create the shape of the program. Coding of
the requirement as put in place in the previous phases.
System deployment
System is tested and id there are no changes required. The system can be deployed for people to
start using it. A maintenance team is put in place to monitor and address the issues that may
arise.
3.8 Interviews
The qualitative research study is the most appropriate that can be used
for the research of the online evaluation system in healthcare sector. The
advantage of attempting the qualitative research within the methodology is
that it helps to deliver the small samples, sharp focus of the data and
information needed to implement the system. The interviews that are
conducted face to face can be semi-structured or may be structured in
depth. The interviews that are semi-structured directly depends upon the
topic guides that are flexible and gives the structure that is very loose of the
questions that are open ended in order to discover several new experiences
and attitudes. My research here focuses on determining the opinion of people about the
usage of online evaluation system for healthcare. Type of research that I will employ is
qualitative method through interviews. This will help me get high quality information on the

Online Evaluation System 49
experience of the user with the project.
The questions that were asked to the patients in the interview are given below:
1. For how long you are a patient in this hospital?
2. How did you know about this hospital?
3. Did you find this hospital convenient to you?
4. Did you think the patients can participate in decision-making, suggestion
the medical services provided?
5. Is it easy to get an appointment in this hospital?
6. When you call in the reception, how do you find the person who replaying
to you?
7. How is your experience in getting appointment? Is date and time suitable
for you?
8. Have you experienced any survey or research in Online Evaluation in the
Sultanate of Oman?
9. Did you think Online Evaluation of Healthcare System application's
process is faster than the manual application?
10. Do you agree that the online complaint and suggestion process is secure,
fast and easy?
12. Unawareness of e-government services is a reason for not using Online
Evaluation of Healthcare System in Oman
13. Please mention if there is any other significant challenges hinder the
Online Evaluation of Healthcare System in Oman
14. What is your suggestion that could add value to improve this hospital
services?
Here will be an example for the interview question and answer for patient in
Muscat private hospital and other interviews will be in appendix:
Patient 1: Muscat Private Hospital
QUESTION ANSWER

Online Evaluation System 50
1-For how long you are a patient in
this hospital?
From 3 years
2-How did you know about this
hospital?
From insurance company
3-Did you find this hospital
convenient to you?
Approximately yes
4-Did you think the patients can
participate in decision-making,
suggestion the medical services
provided?
Yes, in the private hospitals
only, but in government I don't
think so
5- Is it easy to get an appointment in
this hospital?
Sure, because this hospital not
government hospital and most
patient here have insurance card
6-When you call in the reception,
how did you find the person
who replaying to you?
Nice and respected talking
7- How is your experience in getting
appointment? Is date and time
suitable for you?
Yes, most of time it is suitable to
my need
8. Have you experienced any survey
or research in Online Evaluation in
the Sultanate of Oman?
No, never and we hope
something like that especially for
government hospital
9. Did you think Online Evaluation of
Healthcare System application's
process is faster than the manual
application?
Yes sure, but it depend in the
internet connection or Wi-Fi
10-Do you agree that the online
complaint and suggestion
process is secure, fast and
easy?
Yes , because everything will
keep in the database not in
paper
11- Unawareness of e-government Yes exactly

Online Evaluation System 51
services is a reason for not using
Online Evaluation of Healthcare
System in Oman
13- Please mention if there is any
other significant challenges hinder
the Online Evaluation of Healthcare
System in Oman
1-I think , people not interested
to do online services , so no one
will evaluate the services
2-No money in the ministry of
health for doing such that
application due to oil price
14- What is your suggestion that
could add value to improve this
hospital services?
Nothing but online appointment
in government hospital will be
bitter
Table 1: interview feedback
With the doctors the questions that have been asked are:
1. How long you have been within the health care sector?
2. Does Online Evaluation system used by you previously?
3. Unawareness of e-government is a reason for not using Online
Evaluation of Healthcare System in Oman?
4. How OES will benefit for you in your performance?
5. What is the impact does OES have on the evaluation process of health
care sector?
6. Did you think it is convenient to use OES in the government hospital?
7. Have you experienced any survey or research in Online Evaluation in
the Sultanate of Oman not only in health sector?
8. Is it appropriate for the patient's participation in decision-making,
suggestion or a complaint to the medical services provided?
9. Did you think Online Evaluation of Healthcare System application's
process is faster than the manual application?
10. Do you agree the online complaint and suggestion process is

Online Evaluation System 52
secure, fast and easy?
11. Please mention if there is any other significant challenges hinder
the Online Evaluation of Healthcare System in Oman?
12. What is your suggestion that could add value to improve this
hospital services?
Here will be an example for the interview question and answer for one of
the doctor in Burjeel Private Hospital and others interviews will be in
appendix:
Doctor : Mohammed AL Alawi Burjeel Private Hospital
Question Answer
1- How long you have been within
the health care sector?
I am working more than 10 years
,but in this hospital only 2 years
2- Does Online Evaluation system
used by you previously?
No, never
3- Unawareness of e-government is
a reason for not using Online
Evaluation of Healthcare in Oman?
Sure and I think the top
management are not interested
in the technology and online
Services.
4- How OES will benefit for you in
your performance?
If there is a system for answering
to our questions and complaint,
absolutely the quality of the work
will be bitter.
5-Whatis the impact does OES have
on the evaluation process of health
care sector?
The process I think will be faster
and secure.
6-Did you think it is convenient to
use OES in the government
hospitals?
Yes , for private or government
hospitals
The OES will be convenient.
7-Have you experienced any survey
or research in Online Evaluation in
No , never but I hope Information
Technology Authority (ITA) ,

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the Sultanate of Oman not only in
health sector?
doing like this evaluation
especially for the ministry
services
8-Is it appropriate for the patient to
participate in decision-making,
suggestion to the medical services
provided?
Yes sure, all hospitals and
ministries are opening to help
the citizen for all his
requirements.
9-Did you think Online Evaluation of
Healthcare System application's
process is faster than the manual
application?
Yes, if the internet a valuable
10-Do you agree that the online
complaint and suggestion process is
secure, fast and easy?
Yes absolutely
11-Please mention if there is any
other significant challenges hinder
the Online Evaluation of Healthcare
System in Oman?
Nothing, only the ministry of
health does not care for
something like this system.
12-What is your suggestion that
could add value to improve this
hospital services?
Nothing, in private hospital most
of things bitter than government
hospital.
Table 2: doctor’s feedback
3.7 Results of the interview conducted for Patients
The interview with the health care practitioners was insightful and made me proud of
myself for the huge step I have taken to address a huge problem they face. The interviews
has been conducted at 2 private hospitals named as Burjeel and Muscat
private hospital and similarly interview has been conducted at 2government
hospitals named as AL Nahdah and Al-Sultani hospital. The patients have
been questioned regarding the use of the online evaluation system within
the hospitals .There was no evaluation system within the hospitals

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previously, so there is a need to develop an evaluation system within the
hospitals, which will be beneficial for the people for long terms. In the burjeel
hospitals, the patients have demonstrated that some of the patients visit the
hospital from more than 3 years and the experience is tremendous and they
have been associated with the hospital so long, but they never listen about
online evaluation system. Similarly, many of the patients have thought that
the online evaluation system will help to develop a good sense of the
evaluation within the health care centre. The patients can be able to provide
their feedback to the doctors regarding the different treatment and the
behaviour of the doctors and all services in the hospital. Moreover, most of
the patients stated in the government hospital, it is not easy to give any
suggestion or complaint not like private hospitals. Furthermore, there are
several patient said that the ministry of health doesn’t care about this type
of systems and because of the oil price these years ,so no chance to spend
many for such online system . Furthermore, the patients of AL Nahdah stated
that if there is online system it will be easy for they to get the appointment
and they are capable to connect with the doctors or people in the ministry of
health appropriately. It seems that the online evaluation system is very
important for both government and private hospitals. In the government
hospitals, no respond for the patients about any feedback or complaint from
the hospital management. For private hospitals, the online evaluation system
is also important because now many private hospitals are opening and no
observation from the ministry of health.
3.8 Results of Interview conducted for Medical staff
The interviews conducted with the medical staff stated that there are
different patterns within the development and implementation of the online
evaluation system and that is will be important for the people to conduct the
interview. The interviews that have conducted with the doctors and medical
staff were open-ended questions and the doctors have the capability to
answer each question at their own. Furthermore, approximately 13 questions

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have been conducted in the interview and more than doctors are engaged in
the interview. The questions that are included are easy and they pay more
attention towards the adoption of the relevant use of the evaluation system
in health sector of Oman.
As a result form the interviews for the medical staff, the online
evaluation system in the health sector is said to be the important part of the
development of technology in the hospitals in Oman. Without the evaluation
system implemented within the health care system, it has been stated by
many of the doctors that the changes could be made in order to utilise the
end product of the department as well as it remains unclear the working of
the product and the effects that will have on the people due to the
development of the new system in the hospital in Oman. Many of the
medical staff said that there is a need to design a sustainable and improved
version of the online evaluation system within the health care sector. Some
of the doctors have made their statement within the interviews that the
Online Evaluation systems will help the people to identify the main problems
that might occur within the sector due to the performance and the quality of
the staff towards the patients in the health care sector. Health care is one of
the most important sectors and it is important to keep a track on the
operations and performance of the staff within the sector which will help to
improve the staff ability and the quality of the work in the hospitals.
The doctors have been asked regarding the benefits of the evaluation
process that they will have after the development and implementation of the
online evaluation system in the hospitals of Oman. Moreover, the
performance measurement section of the doctors and other low level
managers will help the senior manager to keep an eye on the performance
through the statistical data provided by the online evaluation system.
DR .Ghusn al sudiri in AL Sultan hospital said, it is a great work if will be a
system for medical staff that enable them to lodge their complaint and
suggestion about the healthcare. Dr. Al Sudiri said he is graduated from
Canada, and there was a system there for the patient, but no such that

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system for the medical staff.
Online Evaluation System will overcome the issues that have been faced
by the senior managers to know the complete details of the work and that is
go through the performance management. Previously as per the answers of
the doctors, it has been analysed that the manual process of the evaluation
of the services in the hospital (questionnaire distributed) took so much time,
so they need for automated system provides benefit to the patients and the
doctors respectively
3.9 Dynamic Systems Development Method (DSDM)
This method focus for all the project life cycle and provide the best
guidance for delivery of the project and the user can involve in the
developing the system. DSDM is one of the important type of the agile
techniques and it is similar to SCRUM and XP, but when the time requirement
is defined and fixed ,it is bitter than other techniques .There are Five phase
for DSDM life cycle:
1. Feasibility study: that is mean define the exactly requirements and
examining the market and after that all investigation solution must be
conducted and monitoring.
2. Functional model: that is meaning go to the software design, developing
prototype and testing it. In this phase all data and information must be
identified.
3. Business study: in this phase must determine who is the target and the
competitors and this will help to know the costing and the profitability. SWOT
analysis is very important in this phase.
4. Design & Build iteration: in this phase, the prototype must be defining
and testing.
5. Implementation: the top management is involved in this phase and
evaluating the project plan before implementation.

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3.9.1Project management methodology
The developer needs to know the limitations of other projects initially employed in
relation to healthcare practice. One major development methodology has been considered in this
chapter in order to make sure that the project is fully developed. Agile software research
methodology was
Popular compared to other forms of software development life cycle. This is due to the low cost
involved and option for small projects, (Coulson, 2005). I used agile methodology to my project
because my project not large and this methodology are fast even with more
iteration .All the requirements and functionality are identified, and I can design the project
without any restrictions.
Figure 17: Agile Software Development
In my project ,the design not standard and any time may add or delete
some points and requirements, so agile is very suitable for my project but
the disadvantage to use this methodology ,we cannot identify the
requirement at the beginning of the lifecycle and only top management can
take the decision .
3.9.2 Project management life cycle

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For a project to be completed, it has to undergo several stages. After passing through
them, the project is deemed complete. In a typical project life cycle, there are four stages that it
has to undergo. The initial stage is the initiation stage, (Hignett et al. 2018). In this stage, the
problem to be addressed is identified and the goals defined. A feasibility test of the program is
conducted at this stage. The second phase is the planning phase. An accurate plan is laid down so
that the aims and goals of the project can be achieved. In the same note, all the necessary
resources required are identified and acquired. Implementation phase, the laid down plan is put
into work and the project slowly moves the road of completion. The two important things
considered are communication and close monitoring, (Hassenzahl et al 2013). The final stage of
the cycle is closing stage. The main focus is the attainment of the goals of the project.
Initiation stage → planning stage → implementation stage → closing stage
3.9.3 Project plan
The whole purpose of this project is to create a program to facilitate communication
amongst the parties involved in healthcare. With this view in mind, the needs of these parties
must be surfaced, (Oman, and Neuhauser, 2018). Based on the ranks, roles and needs of each of
them, defined actions are employed so as to achieve them. The fin anal product is to be presented
to the users in a way they can easily consume it.
3.9.4 Project schedule
During the designing of Online Evaluation System for Healthcare, the management plan is
prepared precisely through the provision of the project initiation proposal, the goals and the
objectives of the area the program will cover. The processes, stages and the techniques that will
be required to achieve the desired goals are addressed The study and general analysis of the
program will be done in accordance with the data collected, theoretical framework and the

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secondary data that will assist in the arrangement of questionnaires, (Ennis, and Walton-Roberts,
2017).
3.9.4.1 Task list
WBS Task name Duration Start Finish Predecessors Resource
Names
0 Online Evaluation System For
Healthcare
35 days Mon
22/2/16
Sun
22/7/16
1 Initiation proposal 15 days Mon
22/2/16
Sun
8/3/16
1.1 Goals, area covered and
objective discussion
2 days Mon
22/2/16
Tue
23/2/16
Project
team
1.2 Project approach and the
processes required
6 Wed
24/2/16
Mon
1/3/16
3 Project
team
1.3 Preparation of schedule 1 day Tue
2/3/16
Tue
2/3/16
5 Project
team
1.4 Proposal requirements attained 10 days Wed
3/3/16
Fri
12/3/16
5 Project
team
1.5 Submission of the proposal 1 day Sat
13/3/16
Sat
13/3/16
1 Project
manager
2 Project analysis and study 130
days
Mon
15/3/16
Tue
25/6/16
2.1 Data and information
collection
4 days Mon
15/3/16
Thu
19/3/16
8 Project
team
2.2 Literature review of the 12 days Fri Sun 10 Project

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project 20/3/16 2/4/16 team
2.3 Empirical analysis and
interviews
25 days Mon
3/4/16
Thu
28/4/26
10 Project
team
2.4 Questionnaires and project
piloting
45days Fri
29/4/16
Sun
25/6/16
10 Project
team
3 System prototype design and
system development
27 days Mon
26/6/16
Wed
21/7/16
10 Project
team
4 System development and
implementation
15 days Thu
22/7/16
Fri
5/8/16
10 Project
team
5 Testing, changes made and
acceptance
12 days Sat
6/8/16
Mon
18/8/16
10 Project
team
6 Project launch 1 Tue
19/8/16
Tue
19/8/16
10 Project
team
Table 3: task list
3.9.5 Network analysis
Website development varies depending on who was the developer, designer and tester. Medical
websites sometimes pose challenge to developers who do not know the requirements of such
websites, (Al-Alawi et al. 2018). This will lead to the development of an interface that will not
take into account the medical requirements of the users. The project analysis diagram including
the steps and time duration is illustrated below

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3.9.6 Project quality management
Health centres that create websites to be used in its daily operation should ensure that they are
efficient to all parties using it. Project of high quality will attract customers to using it, (Khasan,
and Al Fatta, 2016).
3.9.8 Risk management
The success of the project depends on how risks are managed. The following are some of the risk
identified and their management.
Type of
risk
Efficiency Person
responsible
Degree
Inadequate
resources
Network disturbances System
developer
high
Inadequate Website performance disturbance System moderate

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resources developer
Table 4: risk management
3.7 project management security
During the implementation phase, the security of the project was not fully addressed. The
information shared through the website should be confidential at all times.
3.10 Conclusion:
From the interviews discussion, all the requirements identified and I
keep in mind a demo for the final website. The software development methodology is
very important for any project and we cannot do any project without this process and
methodology. In the discussion, it has been mentioned, it is great work if the online evaluation
system allows the medical staff to give their feedback and complaint about any services in the
hospital and their complaint go direct to the top managements. There are different approach has
been used to explain the development procedure of website. The spiral system provides all the
aspects that are required in the completion of the project.
Chapter 4: System Requirements Specification
4.1 Preface
This Software Requirements Specification (SRS) is document contains all
the process and statements that should implemented in the project. It

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provides a detailed description of what online evaluation system application
require completing the project. It will state the aim of what the application
will do the features of the application, the constraints and how the system
will react. This document is intended to assist both the developers and the
stakeholders of the system, so it serves as the guide and a reference to
clarify the next phases of the software development including design,
implementation, testing and maintenance. Therefore, a high quality
application can be achieved if this document is cautiously followed. Addition,
it is helpful for creation of any newer versions of the application in the future.
4.2 Definitions, Acronyms and Abbreviations
 Software Requirements Specification: a document that describe all
functional, non-functional requirements of the system and constraints.
 Visual studio 2013: is an integrated development environment (IDE)
from Microsoft. It is used to develop computer programs for Microsoft
Windows, as well as websites, web applications and web services.
 ASP: a programming language created by Microsoft as part of its .NET
framework. It is valuable tools for the developers and programmes and
allows them to create dynamic website and web applications using
compiled language like C#.
 User: the person who interact with the software. They are many user
in this system:
Patients, Medical Staff and Supervisor,
 Microsoft SQL server: is relational database management system. It is
database server with primary functions for storing data.
4.3 Overall Description
4.3.1 System perspective
This project is about online evaluation system for the healthcare in
Oman. In this project the technology used is ASP.NET with C# to design and
implement the website. It will be a dynamic automated integrated system
about using the feedbacks, complaints, suggestions and questionnaire to

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evaluate and Rate a particular Healthcare.
4.3.2 Operating environment
The online evaluation system for the healthcare is Web-based
application, will operate in the all personal computers including laptops,
desktop, handheld devices. It will be suitable to operate in Microsoft
Windows7 and above versions. This application will be implemented by using
visual studio 2013 and the database will be Microsoft SQL server
management.
4.3.3Hardware Requirement
Computers and handheld devices,
4.3.4 Software Requirement
 Operating system: windows 7 and above versions
 Visual studio 2013
 Microsoft SQL Server Management Studio
4.3.5 Assumptions and Dependencies
 The wrong entered Date can affect the result.
 The wrong entered email address can affect when the SMTP
Server tries to send email.
 In correct password will not allow to access the web page
4.4 Specific Requirements
4.4.1 Functional Requirements
 The system asks all users about username and password.
 The system must help the user to retrieve his username and password
in case he forgot his username or password. It should open a form to
be filled by the user by accurate information.
 The system should send an email message that contains to confirm the
registration
 The system should display error message if the entered information is
incorrect.
 The system must allow the user to change password.

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 The system must display the name of the User as he/she login.
 The system should open page according to the user credentials. The
admin should have different portal than the Patient.
 The system should allow the user to select one of the multiple
hospitals at the time of registration.
 The system must allow the user to enter Feedback and check the
feedbacks made earlier.
 The system should allow the user to complaints check the complaints
made earlier
 The system must set the date and time for each feedback and
complaint made.
 The system should enable the Supervisor to see the feedbacks and
complaints, solve the complaints and send solution to complainant
automatically.
 The system should allow the admin to view the rating made the
supervisor and all the information that helps the admin to give final
rating to the healthcare centre.
4.4.2 Non-Functional Requirements
• Availability: This system is available 24 hours daily.
• Response: The response time is not more than 4 seconds.
• Performance: The system should work without error and with high
performance.
4.4.3 External Interface Requirements
• For any wrong data input, error message is displayed for wrong input.
• The system should work with clear, simple English language and formal
screen controls
• Friendly interface with standard dark writing colours with a light
background.
4.5 Conclusion:

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Software requirements specification (SRS) is important for any project.
It is like the guideline for the developers to know what is exactly the
requirement of the system .When this requirement specifications are clear
and complete ,the time to achieve the system goals will be short and that's
will reduce the development cos. For the system to run, it is therefore
important to have all the hardware, software and the qualified personnel in
place to achieve that.
Chapter 5: System Design and Implementation
5.1 Introduction
This chapter aims to describe in detail the online evaluation system for
healthcare. The following pages will contain diagrams that show how the
data is moving through the Website and what are the needed operations
must be done in order to perform the intended goal of the website.
5.2 System Overview
There are many online evaluation systems in the market, but no
system for evaluation the health care services. My project allow the patients
to do the survey, feedback and complaint.
From the literatures review that I studied, most of the evaluation system
done for the patient only, but my project allow the medical staff also to
access the system and give their complaint and their compliant can view by
the top management directly. The Website is completely dynamic. When a
user login to the website by enters the username and password, it directly
checks the cardinality in the database server. When the cardinality is verified

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it redirects the user to the respective pages. There are many users in the
system; each of them has specific functionalities.
Let start with the patient first, The Patient visits a certain hospital and then
can sign in with the OES website. He will assign with unique id and password.
After that, the system allows him to rate the services provided by the
hospital, and give his suggestions and feedback. The Patient can also change
password and view his Account information. The patient can also request for
forgot password which will then be sent to the email he/she entered at the
time of registration.
The other user is the supervisors. The supervisor in each hospital
can login and see all the feedbacks, Complaints, Suggestions made with
respect to his or her assigned hospital and can solve all the complaint
automatically. The Supervisor can also see the patient and the medical staff
account information. The Supervisor can check the feedbacks and
complaints made and based on that Rate the hospital ranging from Excellent
to Poor. The Supervisor can also view the Questionnaire answered by the
patient.
The Medical Staff (Doctor, Nurse, and Dresser) can also register and login to
the system. They can escalate their issues that is related to the hospital
services like in duty, hygiene or any other issues.
Finally coming to the Admin Module, The Admin or Administrator is the
super-user. He can see the ratings made by the supervisor for their
respective hospitals. He can see the complaints made by the patients or the
medical staff and know the quality of the services provided by the hospital.
The supervisor can see the questionnaire results and can rate healthcare
based on his observations. The admin can give Final Ratings to a particular
hospital based on all the information he sees in his module ranging from
complaints made to the rating done or the questionnaire answered. The
Admin can also assign Supervisor to any unassigned hospital. He can also
add hospitals.

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5.3 Application Design Detail
5.3.1 Data Flow Diagrams
Level 0:
Figure 2 Context diagram

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Figure 3: DFD Level1

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Figure 4Flow chart Diagram

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5.3.2 Relationships between Tables
Figure 5 Relationships between Tables

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5.3.3Tables and Table Structure
1- Complaint Table:
Table 5: Complaint Table
2- Department Table:
Table 6: Department Table

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3- Feedback Table:
Table 7: Feedback Table
4- Final Ratings:
Table 8: Final ratings table
5- HealthCare:
Table 9: HealthCare table
6- Questionnaire:

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Table 10: Questionnaire table
7- Rate healthcare:
Table 11: Rate healthcare table
8- Suggestions:
Table 12: Suggestions table

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9- Tblfiles:
Table 13: Tblfiles table
10- User info:
Table 14: User Info table

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5.3.4 System Implementation Description
Once I finished the design phase, I started the implementation of the
application using Visual studio 2013 First I design an easy and efficient user
interface, then I write series of ASP.net code to process the Evaluation of
Healthcare System.
The Login screen is the main screen that enables the user (Patients,
Medical staff, Supervisor and Admin-The Super User) to access the system by
entering an accurate username and password. The Username should be the
Patient ID for patient and Medical Staff.
If the user forgot username or password, a hyperlink will lead him to a new
form that is Forgot username or password as shown in the figure below.
The User has to enter his username and password. This both fields are
mandatory and cannot be
Left blank and if the user leaves any field blank, it gives a proper error
message, In case the user forgets the password he can use the Forgot
Password hyperlink. If a user visits the website for the first time he can
simply Register and create a new account.
Figure 7: Log in Page
First time
user can
create new
Account

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Figure 8: Password Recovery
The user has to enter his email address (The same email he used at the time
of registration) “Password and Username has been sent successfully via your
email”.
Figure 9: Select User Type
The User can register if he is new to the website. The user first has to select
the user type i.e. as a patient or Medical staff shown in the above figure4.
Once he/she selects the Account type then he can fill the rest of the
registration form as shown in the figure below. The Name entered will be
used as the username throughout the website.

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Figure 180: Rigestration Form
The registration will not complete until the user confirm the registration from
the email that he / she put while fill the registration form.
Figure 11: Activation screen

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Figure 11: Confirming the registration
Figure 12:Patient Page
The Patient Portal has the below functionalities:
 Give Feedback: This page allows the patient to give his feedback.
 Complaint: This page allows the patient to lodge complaints.
 Suggestions: This page allows the patient to give suggestions about
the hospital.
 My Account: This page allows the patient to view his account
information.
 Change Password: This page allows the patient to change password.
 Questionnaire: This page allows the patient to answer the

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questionnaire.
 Feedback List: This page allows the patient to view the feedbacks he or
she made earlier.
 Complaint List: This page allows the patient to view the complaints he
or she made earlier.
Figure 119: Patient Account Information
Figure 120: Patient Complaint Form
The User Selects the complaint button to make any complaints. He enters all

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the required fields, uploads the document and then submits the forms. This
complaint then stored in the database along with the username, the
respective Supervisor then sees and solves the complaint.
Once the user selects the Feedback option, he can select the hospital and
Department and give his feedback. This feedback then Stored in the
database, which is later viewed by the Supervisor.
Figure 121:Feedback Page

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Figure 15:Suggestion Page
The User Selects the Suggestion button to make any suggestions. He enters
all the required fields and then submits the forms. This Suggestion is then
stored in the database along with the username.
Figure 16:Qustionair Form

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Figure 17:Feedback List
Figure 18:Complain List
The Medical Staff portal: has the following functionalities:-
 Give Feedback: This page allows the Medical Staff to give his feedback
 Complaint : This page allows the Medical Staff to lodge complaints
 Suggestions: This page allows the Medical Staff to give suggestions
about the hospital.
 My Account: This page allows the Medical Staff to view his account
information.
 Change Password: This page allows the Medical Staff to change
password
 Feedback List: This page allows the Medical Staff to view the feedbacks

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he or she made earlier.
 Complaint List: This page allows the Medical Staff to view the
complaints he or she made earlier.
Figure19: Medical Staff Page
The medical staff pages same as patient page, so all things already discuss
earlier. The other user in the website will be the supervisor, and only admin
can assign one supervisor in each hospital.
The Supervisor Portal has the following functionalities:
 Feedback: This page allows the Supervisor to check feedbacks made
by the patient and solve them.
 Complaint: This page allows the Supervisor to check the complaints
made by the Patient and solve it (This solution is then automatically
sent to the patient’s email address).
 Suggestions: This page allows the Supervisor to give suggestions about
the hospital.
 Patient: This page allows the Supervisor to view all the respective
patients account information.
 Medical Staff: This allows the Supervisor to view all the Medical Staff
account information.

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 Rate HealthCare: This page allows the Supervisor to Rate the
Healthcare keeping in mind the feedbacks and complaints made by the
patients and Medical Staff.
 Questionnaire: This page allows the Supervisor to view the
Questionnaire Results that was taken by the Patients.
Figure20:Supervisor Page
Figure 122: Supervisors Feedback Page

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Figure 123:Complaint List
The supervisor can check the number of complaints made during a certain
period of time by entering the “From Date” and “To-date” and then
searching (By pressing the Search Button), and he can solve pending
complaint by (By pressing the Solve Complaint),
Figure 24: Complaint Solving Page

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Figure 25: Patient / Medical Staff info
Every supervisor can view patient and medical staff information in his
hospital.
Figure26: Rate health care
The Supervisor give his rating to the healthcare based on the feedbacks and
complaints he received from the Patient or medical staff and his rating
directly go to the admin.

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Figure 27:Supervisor View Questionaire
The “Admin” is the Super-user. The admin portal has the following
functionalities as shown in the figure below:
Figure 28:Admin Page
The admin has the follow functionalities below:
 Rated by the Supervisor: The admin can check the ratings made by the
Supervisor during period of time.
 Complaints: The admin can check the complaints made by the patients
during a period of time.

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 Supervisors: The admin can check the Supervisor account information.
 Patient: The admin can check all the patient information.
 Medical staff: The Admin can check all the Medical staff information.
 Rate Healthcare Centre: The admin can give the Final Ratings for the
Health centre based on the ratings and complaints made by the
supervisor and patients.
 Questionnaire: The admin can check the Questionnaire results
answered by the patients.
 Add Hospital: The admin can add new Hospital.
 Add Supervisor: The Admin can add Supervisor and assign to hospital.
Figure 29:Rate by Supervisors
Rated by the Supervisor: The admin can check the ratings made by the
Supervisor, during a period of time by entering the Time frame he wants to
see, the admin has to select the hospital and Department name as shown in
the figure above,

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Figure 230: Final Rating by Admin
Figure 31:Questinair Result
The Admin can add New Healthcare centre. This healthcare will be
automatically added to the existing hospitals in the database as shown in the
bellow figure.

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Figure 32:Add Hospital
The admin can assign Supervisor to the newly added hospital and all
the mandatory fields need to be filled before the admin can submit form.
5.4 Conclusion

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In the overall working of the system, the admin has the veto powers in
the management of the system. He can view the feedback on the rating of a
doctor as per the system. From the discussion in the chapter, it is possible
for the admin to create a virtual hospital fully staffed and operational. All the
required medical staff can be assigned to the posts to be filled in the
hospital.Through the use of the system, the admin is able to assign a doctor
to a new hospital by a push of a button reducing the traditional way of
summoning the doctor. Through the use of the system, it is possible for a
research to be conducted online on the performance of a given healthcare.
The admin will initiate an online survey where the users give feedback on
their level of satisfaction.

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Chapter 6: Project Management
6.1 Preface
The purpose of this project in totality focuses on the implementation of the system that
may cause greet impact to the entire participant in the hospital. The interface of the website
provides crucial features that allow all patient and medical staff feel comfortable while using it.
In this note, initiating, planning, controlling and closing are very important point to keep in mind
to achieve all the project objectives through the process of project planning and management.
6.2 project management life cycle
For a project to be completed, it has to undergo several stages. After passing through
them, the project is deemed complete. In project life cycle, there are four stages that it has to be
done. The initial stage, in this stage, the problem must be identified and the goals defined. A
feasibility test of the program is conducted at this stage. The second phase is the planning phase.
An accurate plan is must be identify, soothe aims and goals of the project can be achieved. Also,
all the necessary resources required are identified in this stage. Implementation phase, the
already defined plan is put into work and the project slowly moves the way of completion. The
two important things considered are communication and close monitoring. The final stage of the
cycle is closing stage.
Initiation stage → planning stage → implementation stage → closing stage
6.3project schedule
During the designing of Online Evaluation System for Healthcare, the management plan is
prepared precisely through the provision of the project initiation proposal, the goals and the
objectives of the area of the system will cover. The processes, stages and the techniques that will
be required to achieve the desired goals, The study and general analysis of the program will be
done in accordance with the data collected and theoretical framework will assist in the
arrangement of questionnaires, (Ennis, and Walton-Roberts,
WBS Task name Duratio Start Finish Predecessors Resource

Online Evaluation System 94
n Names
0 Online Evaluation System
For Healthcare
130
days
Mon
22/2/18
Sun
22/8/18
1 Make the proposal 15 days Mon
22/2/18
Sun
8/3/18
1.1 Goals and objective 2 days Mon
22/2/18
Tue
23/2/18
Project
team
1.2 Project approach and the
processes required
6 Wed
24/2/18
Mon
1/3/18
3 Project
team
1.3 Preparation of schedule 1 day Tue
2/3/18
Tue
2/3/18
5 Project
team
1.4 Proposal requirements 10 days Wed
3/3/18
Fri
12/3/18
5 Project
team
1.5 Submission of the proposal 1 day Sat
13/3/18
Sat
13/3/18
1 Project
manager
2 Project analysis 130
days
Mon
15/3/18
Tue
25/6/18
2.1 Data and information
collection
4 days Mon
15/3/18
Thu
19/3/18
8 Project
team
2.2 Literature review of the
project
12 days Fri
20/3/18
Sun
2/4/18
10 Project
team
2.3 Analysis of interviews 25 days Mon
3/4/18
Thu
28/4/18
10 Project
team
3 System prototype and 27 days Mon Wed 10 Project

Online Evaluation System 95
coding 26/6/18 21/7/18 team
4 System development 15 days Thu
22/7/18
Fri
5/8/18
10 Project
team
5 Testing and acceptance 12 days Sat
6/8/18
Mon
18/8/18
10 Project
team
6 Project launch 1 Tue
19/8/18
Tue
19/8/18
10 Project
team
6.4Work Breakdown Structure
A work-breakdown structure (WBS) in project management and frameworks building, It
is a deliverable-situated breakdown of a project into littler parts. A work breakdown structure is a
key project deliverable that composes the cooperation into sensible areas. The Project
Management Body of Knowledge characterizes the work-breakdown structure as an "A
progressive deterioration of the aggregate extent of work to be completed by the project group to
achieve the project targets and make the required expectations."
A work-breakdown structure component might be an item, information, benefit, or any mix
thereof. A WBS additionally gives the essential structure to high cost assessing and control
alongside giving direction to plan improvement and control.
WBS Task Name
0 Evaluation System for Health care Sector
1 Project Proposal
1.1 Project scope and objectives

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1.2 Prepare Project Schedule
1.3 Project proposal
1.4 Submit Proposal
2 Data Analysis
2.1 Collecting information
2.2 literature review
2.3 research participant ,strategy and methods
2.4 Define Interview question
3 Prototype design
3.1 Design flowchart and data flow
3.2 Develop the interface, screens and design database
4 Implementing system
4.1 System coding
5 Testing
5.1 Black and white testing
6 Submitting of the project
6.1 the final project Submitting
6.2 Presentation
Table 10: Work Breakdown Structure
6.5 Gantt Chart:
6.6 Network Diagram
Website development depending on who was the developer, designer and tester, Medical
websites sometimes pose challenge to developers who do not know the requirements exactly that

Online Evaluation System 97
must be implemented. This will lead the development of an interface to do their own design and
knowledge and will not take into account the requirements of the users.
Figure 33:Network Diagram
6.7Validation Checks
For Online Evaluation of Healthcare systems, there are several validations
checks in order to make sure that every entered data is correct. The
validation controls used are as follows:

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 Required Field Validator (required field validator for user name and
password)
 Range Validator( rage of password/phone number)
 Compare Validator ( password matching)
 RegularExpressionValidator (invalid mail address)
The RequiredFieldValidator control ensures that the required field is not
empty. It is generally tied to a text box to force input into the text box.
The Validation Control is used throughout the website for various fields like:
Username, Hospital name, Complaint number etc.
6.7.1CompareValidator Control
The CompareValidator control compares a value in one control with a fixed
value or a value in another control.
This Validator is used for comparing values like the password and confirm
password field.
The compare field validator is used in Registration page and also in Change
password page.

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6.7.2 Regular expression validate
The RegularExpressionValidator allows validating the input text by matching
against a pattern of a regular expression. The regular expression is set in the
ValidationExpression property.
Figure 15.2 Regular expression validator for Email

Online Evaluation System 100
6.8 Testing
6.8.1Black Box Testing:
This form of testing was done at the end of the project completion. I
tested each button’s output against its planned functionality in the SRS. For
example the Login button is supposed to validate and redirect the user to the
next page. In portal page, the patient is allowed to give feedback and make
complaints and these complaints will be visible to the supervisor who will
provide satisfactory solutions, this solution is then emailed to the Patient’s
email. The admin keeps an eye on all the operations through Admin portal
and gives final rating to the healthcare centre. Moreover, Edit and Delete are
implemented to specify the action that will be taken over the feedbacks and
save button to perform that action and update the database as well as
sending email that contains all information about the action to the Admin.
Not forgetting the other buttons such as Change Password and done, besides
Logout and Forgot Password links. They all are successfully functioning and
generating the correct output in the right time with the suitable
environment. Therefore, my system can be considered as a reliable system.
6.8.2White Box Testing:
This form of testing was done iteratively throughout the coding phase.
Each module was divided into much smaller parts. After the completion of
each part, I tested it by printing the output on the screen. If the output was
correct and as expected, then I comment it and continue to merge it with
other smaller parts until a whole function is successfully completed. For
example, the first try statement I wanted to check if the user entered is valid
or not. Once he enters successfully, I did another try to validate the email
and add it to the database.

Online Evaluation System 101
CHAPTER 7: Critical Appraisal
7.1Preface
The main aim of the online program is to make the entry and evaluation
of the data to be more accurate, efficient and that it is very simple. The
online evaluation system I have been designed and implement in the health
care sector to evaluate the performance of the staff and the hospital services
as well as to ensure the patients satisfaction. In this chapter, the objectives
of the research will discuss and the project outcomes and limitations for the
online evaluation system.
7.2Project outcomes and limitation
The literatures review that I studied present the benefits of the online
evaluation system for the patient satisfactions and the quality of the
healthcare .As the qualitative research methodology used as primary data
collection and interviews conducted in many private and government
hospitals, it is show that there is a need of the advancement made in the
health sector of Oman in order to check the performance of the staff
respectively. Evaluation is done in order to assess and improve the
processing of the work and all feedback and complaint that is done by
medical staff or the patient will deliver in easy and secure manner to the top
management and to the decision maker. There is a need of the advancement
made in the health sector of Oman in order to check the performance of the
staff respectively. In addition, the system will help doctors to know the actual

Online Evaluation System 102
views and reviews of their work and the problems that have been faced by
the patients within the healthcare. The online evaluation system will help the
patients to use the computer technology in order to provide the feedback
regarding the treatment that have been provided to them in the hospital.
Along with the several visual representations, the patient will be able to use
the internet and the new software for developing the knowledge and using
such this system in mobile.
In an ideal situation of the online evaluation system, the users will be
capable to make it the habit in order to upload the data in time to time
manner and thus there is a need to collect the data immediately and
theinformation that has been uploaded once will not be lost through the use
of the online evaluation process. There will be a centralized database that
will provide the access to the doctors and the patients in all hospitals and the
doctors and patients will be able to use the multiple datasets at once. The
additional advantage of the use of online evaluation system is that it can be
able to show and link several reports in order to provide the multiple dataset
at one. There are several report generation options that will be helpful for
the senior managers in order to evaluate the system easily and effectively.
There have been some limitations when the online evaluation system
will be implemented .The only one staff member will be able to update the
record or the information of the patient within the health care sector. There
is a need to develop the sense of knowledge to all the hospital participants
to encourage them to use the online evaluation system. Some of the patients
might not be that much aware regarding the use of the computer and may
not available every time to them to access the system and lodge their
feedback and other features of the online evaluation system. Unawareness
from the ministry of health to develop such this system in the hospitals is the
exactly problem, because the top management only cares to provide asses
treatments and medicine.

Online Evaluation System 103
The Online Evaluation System will overcome the issues that have been
faced by the senior managers to know the complete details of the hospital
and thus to go through the performance management. The growing
demands for the implementation and development of the online evaluation
system will ensure accountability, transparency and high quality for the
services for the healthcare. Main triggers for the evaluation of the
performance in the health care sector in Oman.
In the healthcare context, the burgeoning in the accessibility of information communication
technology has brought an excitement and has offered volumes of opportunities to be exploited.
The availability of the technology in healthcare might be a two-sided blade that can be of benefit
as well can offer a great setback on the adoption. For many years now, the advantage brought
about by technological advancement in the healthcare has been greatly underutilised. The
underutilization has majorly been in the communication department. In Oman, this can be
justified by the medical practitioners as well as the patients who are in need of constant contact
with the healthcare providers. In this dissertation, it is clear that through implementation of the
technological system, it is important to determine how it will use and the main areas that it will
touch. The system will be implemented in a position of management and not a patient base that
will heavily rely on the serendipity.
The idea of designing, developing and implementing should have a primary focus on medical
practioners reaching out to the patients and not the other way round. In its primary application,
the program will enable the following’

Online Evaluation System 104
Figure 31: social and moral values of OES

Online Evaluation System 105
Chapter8: Conclusion /Recommendation /Student Reflection
8. Preface
In this decade, every person uses technology to interact and communicate with each
other. However, all healthcare centres in Oman use computer and other technologies, the study
highlights and focuses in the important of implementation the online evaluation system in the
healthcare in Oman. This paper summarized and analysis each step needed to achieve the project
goals.Conclusively, implement the system to all hospital in Oman will make a huge impact to
the patient’s satisfactions and increase the quality performance for the medical staff.
8.1Conclusion
The purpose of the Online Evaluation System Project (OES) was to
implement a web-based system capable of accomplishing the same tasks as
paper-based evaluations that would be easier and more cost-effective to use.
The health care sector embraces all the services and goods that have been
designed in order to promote the health as well as including the preventive,
palliative and the curative interventions that are whether directed tot eh
populations or the individual person with in the health and social care sector.
The main purpose of the online evaluation system that will be used within
the hospitals of Oman is used to evaluate each aspects of the performance

Online Evaluation System 106
management and the people must be aware of adopting the new ways for
the betterment of the health and social care sector in the Oman.
The interviews have been conducted within the hospitals by the doctors
and patients for the development of the Online Evaluation Systems that will
be implemented in several hospitals of the health care systems within Oman.
Moreover, there is a need for the detailed online evaluation system that will
help the managers to evaluate the performance of the staff and the feedback
of the patient, which has been evaluated briefly through the use of the
appropriate scales of evaluation within the hospitals of Oman. The study
discuss about different design allow all the participants of the health care to
give their feedback and complaint to the top management. The design of
web page are very easy to understand and can be available for all any time.
The security of the webpage is also very high and accessibility not
complicated.
8.2Future Work and suggestions:
The health care sector becomes the fastest growing in recent decades.
The intensity and the patient flow are also on the rise and thus further they
increase the pressure on the managements of the health care systems for
the higher competition. The implementation of the web page now only in
English, so it a need to design it in Arabic to allow the entire patient to
access it easily, Also, the web page now only open in computers and laptops
not design for mobile usage and I recommended to design it to be
convenient for all to access it any time easily. The internet also should be
available for in all government and private hospitals to allow everyone to
access and evaluate any time.
Student Reflection:
As this paper discuss the development of the system on the Online Evaluation system that will
help to evaluate many departments and their activities within the health care system.
I did almost everything that I have decided to do in my system but there are also some of features

Online Evaluation System 107
I couldn't do it because of the limited time. The major problem that I faced was time limit, and
understanding the concept of how the program will work. I think a lot to find the best method or
way to do the Evaluation of Healthcare System, it was complicated but I found some solutions
depending on my own knowledge in C# and some references from books and internet websites. I
learn many things from this dissertation like the methodology types and how the analysis of data
should be presented. All the objective of the project achieved, but I plan too many new
objectives in the future development like making this web page as a small platform and with
some attractive navigation. The other phase of dissertation was the implementation phase that is
the most important part in the project. The design was very simple and easy to access by all
people even those who are not too much interested in the technology. The authentication for
access the web page is available by confirming the registration in mobile number or patient
Identity file.
The technology now going very fast and the ministry of health should care for this type of
system that helps to improve the quality of the services delivered. Despite this system being
relatively costly as compared to the earlier systems used, it is superior in efficiency,
effectiveness, user interaction as compared to the earlier systems used. It is evident that through
this system, the health sector of Oman will be greatly improved if this system will be taken into
account.
As a healthcare student, I believe that implementation of OES will greatly impact the
communication and the interaction I will be having with my patients. Arising argent issues will
be addressed in a faster way.

Online Evaluation System 108
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narratives of caution: A review of the literature on Social Impact
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Appendices
10.1 Appendix (A): The project Dairy
10.2 Appendix (b): Official Ethics Form
10.3 Appendix (C): Official letters from MEC to other relevant
10.4 Appendix (d): The interview question and answer
Interview question and answer for Patients in government/ private
hospitals:
Patient2: AL Sultani Hospital
QUESTION ANSWER
1-For how long you are a patient
in this hospital?
From 5 years

Online Evaluation System 111
2-How did you know about this
hospital?
It is in my town ,I am from
muscat
3-Did you find this hospital
convenient to you?
Approximately yes, but
because it is free so no
problem
4-Did you think the patients can
participate in decision-making,
suggestion the medical services
provided?
Yes, in the private hospitals
only,but in government I don't
think so
5- Is it easy to get an appointment
in this hospital?
No, I am waiting for this
visiting from more than 6
months
6-When you call in the reception,
how did you find the person
who replaying to you?
They sending message for the
appointment, I didn’t recive
call
7- How is your experience in
getting appointment? Is date and
time suitable for you?
It is very difficult and some of
patient must wait for
appointment more than a
year
8. Have you experienced any
survey or research in Online
Evaluation in the Sultanate of
Oman?
No, never
9. Did you think Online Evaluation Yes sure, but the internet not

Online Evaluation System 112
of Healthcare System
application's process is faster
than the manual application?
available in all time
10-Do you agree that the online
complaint and suggestion
process is secure, fast and
easy?
Yes ,here no survey for
evaluating the services even
paper or online
11- Unawareness of e-government
services is a reason for not using
Online Evaluation of Healthcare
System in Oman
Yes exactly
13- Please mention if there is any
other significant challenges hinder
the Online Evaluation of
Healthcare System in Oman
Maybe people are familiar
with the paper more than
technology ,so MOH doesn’t
want to change
14- What is your suggestion that
could add value to improve this
hospital services?
Must be some monitoring
from ministry of health
Patient3: AL Sultani Hospital
QUESTION ANSWER
1-For how long you are a patient From my born till now

Online Evaluation System 113
in this hospital?
2-How did you know about this
hospital?
It is in my town ,I am from
muscat
3-Did you find this hospital
convenient to you?
NO but , it is near to my house
4-Did you think the patients can
participate in decision-making,
suggestion the medical services
provided?
No, even if they talk directly
to the medical staff about any
complaint, no one will take
care
5- Is it easy to get an appointment
in this hospital?
No, sometimes from the first
appointment to other one
more than a year
6-When you call in the reception,
how did you find the person
who replaying to you?
In government hospitals , no
calling for appointment
7- How is your experience in
getting appointment? Is date and
time suitable for you?
It is very difficult
8. Have you experienced any
survey or research in Online
Evaluation in the Sultanate of
Oman?
No, never
9. Did you think Online Evaluation
of Healthcare System
Yes sure,

Online Evaluation System 114
application's process is faster
than the manual application?
10-Do you agree that the online
complaint and suggestion
process is secure, fast and
easy?
Yes , because the manual or
paper will be lost and no one
care
11- Unawareness of e-government
services is a reason for not using
Online Evaluation of Healthcare
System in Oman
Yes exactly
13- Please mention if there is any
other significant challenges hinder
the Online Evaluation of
Healthcare System in Oman
Maybe no money in the
ministry of health for like this
program
14- What is your suggestion that
could add value to improve this
hospital services?
I don’t have any suggestion
11
Patient4: Muscat Private Hospital
QUESTION ANSWER
1-For how long you are a patient
in this hospital?
First visit
2-How did you know about this
hospital?
Insurance copmany

Online Evaluation System 115
3-Did you find this hospital
convenient to you?
Yes to much
4-Did you think the patients can
participate in decision-making,
suggestion the medical services
provided?
Sure , now the life change and
most people are accepted
others opinion and suggestion
5- Is it easy to get an appointment
in this hospital?
Yes, I call to this hospital and I
put the time and date my self
6-When you call in the reception,
how did you find the person
who replaying to you?
In government hospitals , no
calling for appointment
7- How is your experience in
getting appointment? Is date and
time suitable for you?
It is very difficult
8. Have you experienced any
survey or research in Online
Evaluation in the Sultanate of
Oman?
No, never
9. Did you think Online Evaluation
of Healthcare System
application's process is faster
than the manual application?
Yes sure,
10-Do you agree that the online
complaint and suggestion
Yes , because the manual or
paper will be lost and no one

Online Evaluation System 116
process is secure, fast and
easy?
care
11- Unawareness of e-government
services is a reason for not using
Online Evaluation of Healthcare
System in Oman
Yes exactly and form my
opinion the best way for any
complaint to discuss that
time directly
13- Please mention if there is any
other significant challenges hinder
the Online Evaluation of
Healthcare System in Oman
Maybe the money is the most
problem for any delay in
development
14- What is your suggestion that
could add value to improve this
hospital services?
I don’t have any suggestion
12
Patient5: Muscat Private Hospital
QUESTION ANSWER
1-For how long you are a patient in
this hospital?
From long time
2-How did you know about this
hospital?
This hospital have excellent
reputation
3-Did you find this hospital
convenient to you?
Yes absolutely
4-Did you think the patients can
participate in decision-making,
Here yes, but in government
hospital

Online Evaluation System 117
suggestion the medical services
provided?
Don't think so
5- Is it easy to get an appointment
in this hospital?
Yes most of time.
6-When you call in the reception,
how did you find the person
who replaying to you?
Very nice and respected
7- How is your experience in
getting appointment? Is date and
time suitable for you?
Here yes, most of time I put
the time that is suitable for
me
8. Have you experienced any
survey or research in Online
Evaluation in the Sultanate of
Oman?
No, never
9. Did you think Online Evaluation
of Healthcare System application's
process is faster than the manual
application?
Yes sure, now all use the
technology and know it is
bitter than manual
10-Do you agree that the online
complaint and suggestion
process is secure, fast and
easy?
Yes , very fast and easy
11- Unawareness of e-government
services is a reason for not using
Yes exactly

Online Evaluation System 118
Online Evaluation of Healthcare
System in Oman
13- Please mention if there is any
other significant challenges hinder
the Online Evaluation of
Healthcare System in Oman
Maybe no money in the
ministry of health for like this
program
14- What is your suggestion that
could add value to improve this
hospital services?
I don’t have any suggestion
Interview question and answer for doctors in government/ private hospitals:
Burjeel Private Hosppital Dr. Ahood ALShaar
Question Answer
1- How long you have been within
the health care sector?
I am working more than 10
years ,but in this hospital
only 2 years
2- Does Online Evaluation system
used by you previously?
No, never
3-Unawareness of e-government is
a reason for not using Online
Evaluation of Healthcare in Oman?
Sure and I think the top
management are not
interested in the technology

Online Evaluation System 119
and online
services.
4- How OES will benefit for you in
your performance?
If there is a system for
answering to our questions
and complaint, absolutely the
quality of the work will be
bitter.
5-Whatis the impact does OES have
on the evaluation process of health
care sector?
The process I think will be
more faster and secure.
6-Did you think it is convenient to
use OES in the government
hospitals?.
Yes , for private or
government hospitals
The OES will be convenient.
7-Have you experienced any survey
or research in Online Evaluation in
the Sultanate of Oman not only in
health sector?
No , never but I hope
Information Technology
Authority (ITA) , doing like
this evaluation especially for
the ministry services
8-Is it appropriate for the patient to
participate in decision-making,
suggestion to the medical services
provided?
Yes sure, all hospitals and
ministries are opening to
help the citizen for all his
requirements.
9-Did you think Online Evaluation of
Healthcare System application's
Yes, if the internet a valuable

Online Evaluation System 120
process is faster than the manual
application?
10-Do you agree that the online
complaint and suggestion process
is secure, fast and easy?
Yes absolutely
11-Please mention if there is any
other significant challenges hinder
the Online Evaluation of Healthcare
System in Oman?
Nothing, only the ministry of
health does not care for
something like this system.
12-What is your suggestion that
could add value to improve this
hospital services?
Nothing, in private hospital
most of things bitter than
government hospital.
13
Muscat Private Hospital DR. Rashid AL Abri
Question Answer
1- How long you have been within
the health care sector?
I am working more than 6
year
2- Does Online Evaluation system
used by you previously?
No, never
3-Unawareness of e-government is
a reason for not using Online
Evaluation of Healthcare in Oman?
Yes , not from e-government
but form ministry of health
4- How OES will benefit for you in
your performance?
It will be easy for us to
contact and communicate

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directly to the top
management
5-Whatis the impact does OES have
on the evaluation process of health
care sector?
The quality of services will be
bitter
6-Did you think it is convenient to
use OES in the government
hospitals?.
Maybe , and that is more
important than making it for
private hospital
7-Have you experienced any survey
or research in Online Evaluation in
the Sultanate of Oman not only in
health sector?
No , I think all doing manual
evaluation
8-Is it appropriate for the patient to
participate in decision-making,
suggestion to the medical services
provided?
Yes sure, all hospitals and
ministries are opening to
help the citizen for all his
requirements.
9-Did you think Online Evaluation of
Healthcare System application's
process is faster than the manual
application?
Yes and more organized and
save
10-Do you agree that the online
complaint and suggestion process
is secure, fast and easy?
Yes absolutely
11-Please mention if there is any Maybe the ministry thought

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other significant challenges hinder
the Online Evaluation of Healthcare
System in Oman?
that the people doesn't
accept new technology, more
trusted in the manual
12-What is your suggestion that
could add value to improve this
hospital services?
1-monitoring from the
ministry of health is very
important
2- ITA manger should help
the ministry by making new
program and application with
low price
14
Dr. Ghusen AL Sudiri AL Sultani Hospital
Question Answer
1- How long you have been within
the health care sector?
More than 15 years
2- Does Online Evaluation system
used by you previously?
No, never
3-Unawareness of e-government is
a reason for not using Online
Evaluation of Healthcare in Oman?
Sure, and the mangers in the
ministry only focus in the
treatment and medication
not in developing systems .
4- How OES will benefit for you in
your performance?
If there is a system for
answering to our questions
and complaint, absolutely the

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quality of the work will be
bitter.
5-Whatis the impact does OES have
on the evaluation process of health
care sector?
The process I think will be
more faster and secure.
6-Did you think it is convenient to
use OES in the government
hospitals?.
I don’t think it will be
convenient
7-Have you experienced any survey
or research in Online Evaluation in
the Sultanate of Oman not only in
health sector?
No , never but maybe the
other ministries doing it
internally for their staff only
8-Is it appropriate for the patient to
participate in decision-making,
suggestion to the medical services
provided?
Yes sure, all hospitals and
ministries are opening to
help the citizen for all his
requirements.
9-Did you think Online Evaluation of
Healthcare System application's
process is faster than the manual
application?
Yes, if the internet a valuable
10-Do you agree that the online
complaint and suggestion process
is secure, fast and easy?
Yes absolutely
11-Please mention if there is any I think the ministry think ,the

Online Evaluation System 124
other significant challenges hinder
the Online Evaluation of Healthcare
System in Oman?
people not accepted the
change ,so they don’t think
for any development.
12-What is your suggestion that
could add value to improve this
hospital services?
The monitoring from the
ministry will be the most
important point to improve
the performance and quality
15