Improving Colon Cancer Screening Levels Using Self-Serve Technologies: The Case of the Incomplete Appointment

This case study represents the Diagnosing and Action Planning phases of a larger program of research directed at leveraging IT to improve operational and clinical efficiency. Applying a broad understanding of information systems (IS) to include technologies, processes, and people, the purpose of this study was twofold. First, we wanted to understand the existing portfolio of technologies in the broader context of the range of factors (e.g., technical, cognitive-emotional, logistical, and health system related) enabling and constraining the completion of scheduled appointments within a colon cancer screening centre (CCSC). Second, based upon this evidence we wanted to provide recommendations for targeted IT investments to improve colon cancer screening efficiency through a reduction in incomplete appointments. Our findings indicate the need for collaborative self-serve technologies in order to mitigate the key constraints (costs, fear, logistics, system etc.) while building upon those mechanisms and practices that work (phone reminders, concierge service etc.). We conclude with limitations of this study and plans for future research.