Developing a Care Coordination Model Using a Hybrid DEMATEL and PLS-SEM Approach

The aim of this article is to develop and assess a model for care coordination (CC). A novel hybrid approach of Decision-Making Trial and Evaluation Laboratory (DEMATEL) and partial least square structural equation modelling (PLS-SEM) has been used to assess the CC model. The study has been conducted in four phases: (a) literature review, (b) Delphi session, (c) development of CC model through DEMATEL and (d) validation of the model through PLS-SEM. The study involves perspectives of service providers as well as service receivers, for which data were collected from hospitals across India. The literature review and Delphi session helped in finalising the seven measures of CC. Identified measures of CC are: IT-enabled coordination, inter-professional teamwork and consistency, patient centredness, communication and information transfer, physical infrastructural facilities and requirements, delivery of quality care, and facilitating transitions and accountability. Patient-centredness was found to be the most important construct of CC. Delivery of quality care is the most influenced construct and is affected by all the other constructs. Based on the results, practitioners may develop an overarching strategy to deliver seamless care and better health outcomes. This understanding may help in designing processes which in turn would deliver health as a social good.