Modelling the Integration of Standardized Systems for Healthcare Worker Satisfaction and  Privacy in an IoT-based Service
Creators: Ortiz, Maria Belen
Publisher: name: University of Alberta Library
Year: 2022

<p>Hand hygiene (HH) is critical to decreasing hospital-acquired infections. For this reason, healthcare organizations monitor their staff’s HH compliance. IoT-based hand hygiene monitoring technologies (HHMTs) are a tool for tracking such compliance. This research investigates the integration of quality management systems with systems based on standards from the information security field to manage users’ satisfaction with IoT-based HHMTs. <br>
The management systems integration illustrated in this thesis includes the augmentation of an ISO 10001 code system for healthcare worker (HW) satisfaction with ISO/IEC 27701 and ISO/IEC 29184 privacy-related subsystems. The integration of an ISO 10004 system to measure the satisfaction of HWs with the automated HHMT with subsystems based on ISO 10001, ISO 10002 and ISO/IEC 30141 is also exemplified through the development and validation of an HW satisfaction survey.<br><br>
Six satisfaction codes concerning the privacy of HWs using electronic devices for HH monitoring were developed, illustrating the augmentation of an ISO 10001 system with an ISO/IEC 27701 privacy subsystem. The codes-related resources and their development activities were determined, providing examples of an enhancement of the ISO 10001 system not only with ISO/IEC 27701 but also with ISO/IEC 29184 for privacy notices and consent. The feasibility of the proposed satisfaction codes and related resources was validated by hospital managers of a case study hospital (CSH) through a focus group. The codes’ importance for HWs was assessed through an electronic survey and online interviews.<br>
A Privacy Notice (PN) regarding the processing of the personally identifiable information (PII) collected through the IoT-based HHMT was developed following the ISO/IEC 29184 guidelines using information from the literature and a focus group with members of the HH group at the CSH. The resulting PN was validated by technology and privacy specialists.<br>
Information from the focus group with HH Group members and the literature on HWs’ concerns regarding automated HHMTs informed the development of an ISO 10004 HW satisfaction survey. The satisfaction questions were mapped against the IoT-based HHMT’s components, which were identified through a comparison against the generic IoT systems&#39; components detailed in ISO/IEC 30141. Missing questions addressing specific elements of the HHMT were added to the questionnaire. Members of the HH group validated the updated HW satisfaction survey.<br><br>
The integrated use of augmentative quality standards (i.e., ISO 10001 and 10004) with augmentative standards from the information security series (i.e., ISO/IEC 27701 and ISO/IEC 29184) in healthcare is presented for the first time. Research participants deemed three proposed customer satisfaction (CS) codes feasible and meaningful.  An Informed Consent Form (ICF) was identified as a critical resource for communicating these codes to HWs and their fulfillment. The guidelines of ISO/IEC 29184 can support the implementation of ISO/IEC 27701 requirements to develop this ICF.<br><br>
Establishing the validated ISO 10001 privacy-related satisfaction codes in conjunction with the validated ISO/IEC 29184 PN may increase HWs’ trust in automated HHMTs and their acceptability. The validated HW satisfaction survey can assess HWs’ perceptions about automated HH monitoring, including their satisfaction with the CS codes and the PN.</p>