Change Management Model for the Quality of the Telehealth Service in a Regional Hospital in Northern Peru

The objective of this research was to propose a theoretical Change Management Model for the quality of the Telehealth service in a Regional Hospital in Northern Peru. In addition, the quantitative methodology was applied, since, with the help of valid instruments, the information gathered from health professionals and patients attended by this service was analyzed and discussed. This research is based on the theory of the application of cybernetics in public administration and the theory of change management. The instruments that measured the variables Quality of Service and Telehealth obtained valid Cronbach's alpha values. The conclusions were as follows: internal users reported a low level of 46.6% for the "Tele-education" dimension; in addition, the "Tele-assistance" dimension obtained a high level of 47.9%. External users, on the other hand, determined that the "Responsiveness" dimension scored 43.3% at a low level. Regarding the last dimension "Security", 39.3% reached a low level. The theoretical model of change management for the quality of Telehealth services was developed based on Kurt Lewin's model of organizational change. Finally, the model was validated by professional experts.