User Preferences for Medical Digital Transformation: A Case Study of Orthodontic Services

Medical service digitalization not only simplifies the work of professionals but also facilitates communication with patients. However, how medical providers can implement digital transformation with limited resources and invest in digital technologies to achieve the best benefits is yet unknown. In this study, a review of the literature related to the orthodontic process and interviews with relevant orthodontics digital transformation stakeholders were conducted. Content analysis was subsequently performed to construct an evaluation framework for the digital transformation of the orthodontic service. Next, this study conducted questionnaire design, DRA model construction, and DEMATEL analysis. This research constructed an evaluation framework of the digital transformation of four procedures, namely, clinical evaluation (CE), therapeutic communication (TC), treatment procedures (TPs), and patient tracking (PT). Taking Taiwan as a case, a total of 88 valid questionnaires were obtained from orthodontic digital transformation stakeholders. The results of the DRA-NRM show that the healthcare digital transformation process in Taiwan starts at CE and that the project needs policy support or business transformation. Next, the TC project is considered to be the most important stage of the medical digitalization transformation and requires a full investment of resources. In the subsequent TP phase, marketing efforts need to be stepped up to convince stakeholders of the benefits of medical digitization. Finally, PT can be postponed during digitalization until sufficient support and resource inputs are available. This study makes strategic recommendations for orthodontic digital conversion and establishes a plan and future direction for the digital transformation of healthcare services.