Development of a Maturity Model for Telemedicine Services: Towards an Integrated Approach for Implementation

This research was aimed at developing the “Digital Health Observatory Maturity Model for Telemedicine Services” (DHO-TeleMM), as a tool for the implementation and improvement processes of telemedicine services. The model adopts a sociotechnical perspective, assuming that the technical and social elements of a system are interdependent and should be considered in a holistic manner to ensure the best possible outcomes. The development of this tool underwent a three-step development process: a) Knowledge Acquisition from existing comparable frameworks, previous evidence on the topic and the theoretical stance of the research, b) Knowledge Testing on three in-depth case studies, and c) Model Validation through an interactive workshop. The DHO-TeleMM addresses telemedicine services as objects of analysis at organizational, regional or ecosystem level. Four key dimensions were identified – i) digital platforms, ii) data collection and valorization, iii) roles, processes and organization, iv) culture and competencies. Each dimension involves several sub-dimensions and four evolutionary levels characterized by specific sociotechnical configurations. Future developments of this model include continuous update and improvement through empirical application, along with the development of a set of metrics to strengthen its prescriptive capability. Practical applications and theoretical contributions are discussed.