Title: Knowledge management maturity in healthcare service

Authors: Inês Rego; Leandro Pereira; Álvaro Dias; Rui Gonçalves; Renato Lopes da Costa

Addresses: ISCTE – Instituto Universitário de Lisboa, 1649-026 Lisbon, Portugal ' Business Research Unit (BRU), ISCTE – Instituto Universitário de Lisboa, Lisbon, Portugal ' Universidade Lusófona de Humanidades e Tecnologias, Campo Grande 376, 1749-024 Lisbon, Portugal ' LabEST, Instituto Piaget, Avenida Jorge Peixinho, No. 30, Quinta da Arreinela, 2805-059 Almada, Portugal ' Business Research Unit (BRU-IUL), ISCTE – Instituto Universitário de Lisboa, Lisbon, Portugal

Abstract: The concept of knowledge management can be defined in a broader sense as the process that includes the creation, sharing, use and management of knowledge within the service/company to improve the practices of using knowledge to achieve the organisational goals. Healthcare organisations must develop knowledge management departments, and consider investing in crucial factors as solutions that allow the improvement of the healthcare systems. The main goal of this research is to evaluate the impact of KMM on the success of healthcare institutions and how the process of KM is implemented. The present study was developed based on answers given by Portuguese healthcare professionals working in mainland Portugal and the Islands. Data were collected using a questionnaire to hundreds of professionals and statistical analysis was done with SPSS. The main findings show that inefficient communication among everyone, few meetings, technology problems, rare feedback sharing, few service innovations and rare professional training are the main barriers in healthcare service.

Keywords: knowledge; knowledge management; knowledge management maturity models; KMMMs; healthcare.

DOI: 10.1504/IJKL.2023.127335

International Journal of Knowledge and Learning, 2023 Vol.16 No.1, pp.17 - 55

Received: 28 Nov 2021
Accepted: 04 Apr 2022
Published online: 30 Nov 2022 *