Hospital website as an element of digital transformation : comparative analysis of 2014, 2018 and 2022

Health care systems operate on the verge of capacities of personnel, processes and infrastructure, and the market is demanding, therefore healthcare organizations need digital transformation. To manage effectively crucial is the implementation of electronic communication between healthcare entities and patients. This study aims to analyze changes in public hospitals’ web-based communication – the basic communication channel nowadays. The idea is to answer questions relating to the level and quality of e-communication, and to point out differences and trends in that field. The analysis covered the content of the websites of Szczecin-based hospitals in 2014, 2018 and 2022 to verify hypothesis their web-based communication evolves. The desk research was carried out in the form of expert method based on the criteria important from the patient's point of view (identification issues, readability, usefulness of information, contact opportunities and modern e-communication). According to the research, the level of web-based communication differs significantly and evolves. It is higher than in the past, but not satisfactory. The best results concern the issue of hospitals’ identification and communication opportunities, while modern e-communication is poor. A general conclusion is recommendation for hospitals to improve web-based communication – first of all available two-way communication tools should be implemented (especially well-developed appointment registration, prescriptions ordering or medical records gaining).