Challenges in the process towards providing video consultations amidst the COVID-19 pandemic
: A hospitals technological perspective on the process towards delivering video consultations to its patients

  • M. Kuip

Student thesis: Master's Thesis


This study focusses on discovering the technological challenges encountered in the process towards providing video consultations amidst the COVID-19 pandemic. The theoretical framework studies relevant scientific literature on the challenges encountered during the implementation of video consultations. The theoretical framework concludes with four themes summarizing challenges of implementing and eventually adopting video consultations. This study has an explorative character and used a single case study with semi structured interviews to describe the process towards providing video consultations in an academic hospital in The Netherlands and the challenges encountered. This study in contrary with existing studies looks at the implementation and adoption process from a technological perspective. The case study showed that the process towards providing video consultations could be divided in three phases; design, implementation and use and adoption. The potential challenges derived from the existing literature were not explicitly recognized by the case organization. Although this study clearly shows some major challenges in each of the three phases towards delivering video consultations. By means of exploratory research this study shows that an accelerated technical focused implementation with limited involvement of the right stakeholders and their requirements does not contribute to the adoption of an enterprise scale video consultation solution.
Date of Award31 Jan 2022
Original languageEnglish
SupervisorLianne Cuijpers (Examiner) & Ben Roelens (Co-assessor)


  • Video consultations
  • Telehealth
  • Health information technology

Master's Degree

  • Master Business Process management & IT (BPMIT)

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