A conceptual model for multichannel interaction in healthcare services

Abstract

Multichannel interaction services have grown and evolved a lot in many sectors and their potential has been demonstrated in terms of monitoring and engaging with customers. In healthcare, has a tremendous impact on health organization as well to patients. In a multichannel interaction, environment patients can interact with health professionals across many channels without losing previous interactions, i.e. patients have a continuity of services across different channels. This paper aims to introduce a conceptual model of multichannel interaction in healthcare services. The model addresses all main actors involved in the process of multichannel interaction. The model proposed was validated through a proof of concept with a proposed artefact designed during the pandemic of new coronavirus COVID-19.