Abstract

Health institutions are adopting new technologies for their processes through automation by means of the concept of "Internet of Things" (IoT). Hence, offering innovative tools, applications and technology for the collection of key data and information, which is then integrated and consolidated, covering the different systems and their collaborators. The necessity of receiving quality medical services is essential in the public Policy of any country. The increasing demand for having an adequate number of medical specialists, pharmacies and medications stock, dental and mental health coverage and other, together with the minimization of the waiting list and patient care time have been a crucial concern. Under this context, it is valuable to redesign the processes planning and its coordination through the use of Information & Communications Technology (ICT) and IoT that unifies the systems. Based on previous research, the general purpose is to generate a system model to examine healthcare quality of service and corroborate its effectiveness in a real environment. The aim of this paper focus on the development of a decision support model to define key areas where the inclusion of IoT would sustain the efficiency in health care service. The research methodology is based on case study, integrating planning processes, data analysis, scoring method that interacts with multicriteria approach. A pilot case study is pursued in health institutions in Chile, determining critical factors and the current automation level system appraisal to generate actions of improvement in processes that show poor service quality. The results give rise to the development of an investment plan that can be converted into action plans for a health institution.