Impact of Emerging Technologies on Outpatient Care Quality: Mixed Methods Study

Digital transformation in health care, including telemedicine, wearable devices, robotic process automation (RPA), and electronic medical records (EMRs), is reshaping outpatient care delivery. However, consolidated evidence on how these technologies influence patient care quality (PCQ) remains limited.

This study evaluated the impact of emerging digital health technologies on PCQ dimensions in outpatient clinics through a systematic literature review combined with expert perspectives.

A systematic review following PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) 2020 guidelines was conducted across ABI/INFORM, ScienceDirect, MEDLINE, and Google Scholar to identify studies published between 2017 and 2022. Studies examining digital technologies and their effects on outpatient PCQ were included. After screening and eligibility assessment, 53 studies were retained for synthesis. In parallel, semistructured interviews were conducted with 19 subject matter experts from public health, health informatics, and outpatient clinical practice. Findings were thematically analyzed using SERVQUAL (Service Quality Model) dimensions: responsiveness, reliability, empathy, communication, and tangibles, and triangulated across both datasets.

RPA led to substantial reductions in waiting times, while telemedicine improved accessibility and continuity of care, as highlighted by 14 of 19 experts. Wearable devices enhanced remote monitoring and patient engagement but required adequate digital literacy. Several studies (n=7) reported that EMR usability challenges negatively affected patient-physician communication. Overall, improvements were most evident in responsiveness and communication, while empathy and patient-centeredness remained comparatively weaker without targeted training and workflow adjustments.

Emerging digital health technologies can enhance outpatient PCQ, particularly in operational efficiency, access to care, and communication. This review is innovative in that it integrates evidence across telemedicine, wearable monitoring, RPA, and EMRs within a unified SERVQUAL framework, offering practical guidance for implementing patient-centered digital health strategies in outpatient settings.