Leveraging Digital Proficiency to Transform Service Delivery in Private Sector Hospitals in Harare, Zimbabwe

Abstract

The article examines the impact of digital proficiency on service delivery in private sector hospitals in Harare, Zimbabwe. It investigates how healthcare professionals’ competence in using digital tools and technologies influences the effectiveness and transformation of healthcare services. Using a qualitative approach, data were collected through interviews with 32 participants, including healthcare professionals, administrative staff and patients. The study identified key competencies in digital literacy, such as the use of electronic health records (EHRs), digital appointment systems and telemedicine platforms and assessed their influence on operational effectiveness. Metrics used to evaluate service outcomes included reduced patient wait times; lower administrative error rates and higher patient satisfaction scores. Results reveal that higher levels of digital proficiency among hospital staff are associated with streamlined administrative processes, improved accuracy in patient data handling and enhanced communication with patients. Patients in digitally proficient hospitals reported greater satisfaction, citing efficient appointment scheduling and easier access to medical information as primary benefits. However, the study also uncovers several gaps. Limited training opportunities are noted, particularly in the use of advanced hospital management systems, data security protocols and telehealth platforms. Furthermore, resistance to technology adoption emerged as a significant barrier, with contributing factors including lack of understanding, fear of job displacement and generational differences in technology use. The study concludes with recommendations for targeted and continuous professional development programmes focused on bridging identified skill gaps. It also suggests implementing change management strategies to address resistance, including peer mentoring, inclusive training sessions and clear communication of the benefits of digital tools in enhancing care deliver.