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Enhancing data-driven elderly appointment services in domestic care communities under COVID-19

H.Y. Lam (Department of Supply Chain and Information Management, Hang Seng University of Hong Kong, Shatin, Hong Kong)
G.T.S. Ho (Department of Supply Chain and Information Management, Hang Seng University of Hong Kong, Shatin, Hong Kong)
Daniel Y. Mo (Department of Supply Chain and Information Management, Hang Seng University of Hong Kong, Shatin, Hong Kong)
Valerie Tang (Department of Supply Chain and Information Management, Hang Seng University of Hong Kong, Shatin, Hong Kong)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 30 April 2021

Issue publication date: 5 July 2021

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Abstract

Purpose

Under the impact of Coronavirus disease 2019 (COVID-19), this paper contributes in the deployment of the Artificial Intelligence of Things (AIoT)-based system, namely AIoT-based Domestic Care Service Matching System (AIDCS), to the existing electronic health (eHealth) system so as to enhance the delivery of elderly-oriented domestic care services.

Design/methodology/approach

The proposed AIDCS integrates IoT and Artificial Intelligence (AI) technologies to (1) capture real-time health data of the elderly at home and (2) provide the knowledge support for decision making in the domestic care appointment service in the community.

Findings

A case study was conducted in a local domestic care centre which provided elderly oriented healthcare services to the elderly. By integrating IoT and AI into the service matching process of the mobile apps platform provided by the local domestic care centre, the results proved that customer satisfaction and the quality of the service delivery were improved by observing the key performance indicators of the transactions after the implementation of the AIDCS.

Originality/value

Following the outbreak of COVID-19, this is a new attempt to overcome the limited research done on the integration of IoT and AI techniques in the domestic care service. This study not only inherits the ability of the existing eHealth system to automatically capture and monitor the health status of the elderly in real-time but also improves the overall quality of domestic care services in term of responsiveness, effectiveness and efficiency.

Keywords

Citation

Lam, H.Y., Ho, G.T.S., Mo, D.Y. and Tang, V. (2021), "Enhancing data-driven elderly appointment services in domestic care communities under COVID-19", Industrial Management & Data Systems, Vol. 121 No. 7, pp. 1552-1576. https://doi.org/10.1108/IMDS-07-2020-0392

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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