Multi-criteria Decision Model for Assessing Health Service Information Technology Network Support Using the Analytic Hierarchy Process Modelo de Decisiones Multi-criterio para Evaluar el Soporte de la Tecnología de Información en un Servicio de Salud Utilizando el Proceso Analítico Jerárquico

This paper presents a multi-criteria decision making (MCDM) model for evaluating an Information and Communication Technology (ICT) network system in health care .The competing goals existing in Health Institutions need a special treatment, thus the MCDM approach is essential for identifying ICT network quality of service (QoS) requirements and implications. A pilot study based on user perception is explored involving three categories of hospitals in Chile. Data is collected considering various health sector representatives. The main contribution is the proposed decision methodology to develop criteria for evaluating QoS issues of an ICT network system within a healthcare environment using the Analytical Hierarchy Process (AHP). The results provides a framework to make decisions concerning an information technology networked system, characterizing end users and their needs and enabling tradeoffs in agreement with the institution objectives.