Citation

Jasbi, Ali (2025) Digitalising ambulance services with Electronic Patient Care Reporting (EPCR). PhD thesis, Multimedia University.

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Abstract

Malaysia's emergency medical services face a fundamental crisis in communication and efficiency. The reliance on manual Patient Care Reports (PCR) creates dangerous information silos between ambulance crews and emergency departments, leading to delayed care, unprepared receiving facilities, and ultimately compromised patient outcomes. In a healthcare environment where every minute can mean the difference between life and death, this communication breakdown represents a critical failure in the chain of emergency care delivery. This main aim of this research is to address this critical gap through the development of a responsive ePCR system, backed by the most comprehensive analysis of ambulance services implementation factors ever conducted in Malaysia. Four objectives were constructed to achieve this aim with the first to third representing Phase 1 of this study while the fourth represents Phase 2. Phase 1 which represents the first, second, and third objectives is to verify the challenges and barriers, role of technologies and factors contribute to the successful implementation of ambulance services in Malaysia. Through rigorous systematic literature review and semi structured interview, the research identified 24 verified challenges and barriers that plague Malaysian ambulance services, 24 specific technological roles that directly facilitate emergency patient care and 19 verified success factors that determine implementation success. Furthermore, a conceptual model was constructed from these processes which guided the researcher as a roadmap in developing the system. This is followed by Phase 2 which represents the fourth and ultimate objective of this study, which is to develop a responsive ePCR system that directly addresses the core problem of communication breakdown between ambulance crews and emergency departments. Design Science Research principles along with results from Phase 1 were used to develop the system and its guideline which were evaluated by experts in the ambulance services as useful overall and suitable to be used. This system enables real-time information sharing, enhances emergency department preparedness, and significantly reduces service delivery time. Through this, the ultimate aim of this research was achieved. This contribution has added significant knowledge to the Software Engineering Book of Knowledge Bourque (2014) under Software Engineering Management which is understanding challenges, barriers, and success factors in ambulance services provides insights into managing software projects in healthcare environments and Project Management Book of Knowledge Project Management Institute (2021) under Project Integration Management which is coordinating the development of the ePCR system with existing ambulance service operations.

Item Type:	Thesis (PhD)
Additional Information:	Call No.: RA645.5 .J37 2025
Uncontrolled Keywords:	Emergency medical services
Subjects:	R Medicine > RA Public aspects of medicine > RA421-790.95 Public health. Hygiene. Preventive medicine
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	06 Mar 2026 01:50
Last Modified:	06 Mar 2026 01:50
URII:	http://shdl.mmu.edu.my/id/eprint/15454

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