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Computación y Sistemas

Print version ISSN 1405-5546

Comp. y Sist. vol.12 n.2 México Oct./Dec. 2008


Multi–criteria Decision Model for Assessing Health Service Information Technology Network Support Using the Analytic Hierarchy Process


Modelo de Decisiones Multi–criterio para Evaluar el Soporte de la Tecnología de Información en un Servicio de Salud Utilizando el Proceso Analítico Jerárquico


Astrid Oddershede Herreraª, Rolando Carrasco González b and Esperanza Barham Abu–Muhorc


ª Industrial Engineering Department, University of Santiago of Chile, Chile. Av. Ecuador 3769 Casilla 10233. Santiago, Chile e–mail:

b School of Electrical, Electronic & Computer Engineering, Newcastle University .UK. Merz Court, Newcastle–upon–Tyne, NE17RU e–mail:

c School of Medicine, Medical Sciences Faculty, University of Santiago of Chile, Chile Av. Ecuador 3766 Santiago, Chile e–mail:


Article received on March 06, 2008
Accepted on August 12, 2008



This paper presents a multi–criteria decision making (MCDM) model for evaluating an Information and Communication Technology (ICT) network system in health care .The competing goals existing in Health Institutions need a special treatment, thus the MCDM approach is essential for identifying ICT network quality of service (QoS) requirements and implications. A pilot study based on user perception is explored involving three categories of hospitals in Chile. Data is collected considering various health sector representatives. The main contribution is the proposed decision methodology to develop criteria for evaluating QoS issues of an ICT network system within a healthcare environment using the Analytical Hierarchy Process (AHP). The results provides a framework to make decisions concerning an information technology networked system, characterizing end users and their needs and enabling tradeoffs in agreement with the institution objectives.

Keywords: AHP, Health service decision support, ICT, MCDM



Esta publicación presenta un modelo multicriterio de toma de decisiones (MCDM) para evaluar un sistema de información y tecnología de comunicación (TIC) en un servicio de salud. Los objetivos, conflictivos entre si, existentes en instituciones de salud, necesitan un trato especial. El enfoque de MCDM es esencial para identificar requisitos y trascendencia de la calidad de servicio (QoS) en un sistema de TIC. Un estudio empírico basado en la opinión del usuario involucrando tres categorías de hospitales en Chile se lleva a cabo, considerando datos de varios representantes del sector de la salud. La contribución principal es la metodología propuesta para desarrollar criterios para valorar aplicaciones de QoS en una red de TIC de un servicio de salud a través del Proceso de Jerárquico Analítico (PJA). Los resultados proporcionan un marco para tomar decisiones referentes a un sistema de tecnología de la información, caracterizando usuarios, sus necesidades y permitiendo compensaciones de común acuerdo con los objetivos de la institución.

Palabras Claves: AHP, PJA, Decisiones multicriterio, TIC en servicio de salud.





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