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Title |
The Characterisation of a Web based Medical Insurance Management System to Overcome Workflow Restrictions |
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Author |
Jannat Falah |
| Citation |
Vol. 22 No. 6 pp. 658-664 |
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Abstract |
Purpose In the triangular relationship between medical insurance, insurers and insurance provides the efficient interaction between these components is of paramount importance. Currently existing systems satisfy their users needs to variable degree, however they have certain drawbacks. In this study we demonstrate the development of a novel system that aims to overcome these drawbacks and a post-development survey to measure the degree to which was achieved. Approach A novel medical insurance claim processing system was developed according to the requirements of actual users as determined by focus group discussions with 10 system users. Second, the system was implemented in real life claim processing. Finally, 43 users of the system participated in a survey to assess to which degree there requirements were met by the new system and whether they perceived it to be advantageous compared to previously used systems. Findings Participants of the survey found the system to be easy to grasp and use, interfaces easy to understand, and found that its use reduces workload and increases accuracy, and facilitates carrying out the required tasks compared to traditional systems as demonstrated by the results of the survey. Originality The system developed in this study takes into consideration the unmet needs of users of the current traditional systems and aims to offer a more efficient and user-friendly way to process claims. This was achieved by following a meticulous design process to address a number of novel functionalities that lead to a number of improved features to satisfy users' needs. |
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Keywords |
Medical insurance, Claim Processing, Web-based, User experience, Medical approvals. |
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