Impact of Information and Communication Technology on Healthcare Service Delivery Outcomes in Tertiary Hospitals in North Central Nigeria

Abstract

Information and Communication Technology (ICT) has transformed global healthcare delivery, yet its utilization in Nigerian tertiary hospitals remains suboptimal. This study examined the impact of ICT on healthcare service delivery outcomes in selected tertiary hospitals in North Central Nigeria. A convergent parallel mixed-methods design was employed, combining quantitative surveys of 397 healthcare professionals and qualitative key informant interviews with 15 respondents across four tertiary hospitals in Plateau, Nasarawa, and FCT Abuja. Data were analyzed using descriptive statistics, independent t-tests, one-sample t-tests, and thematic analysis, guided by an integrated theoretical framework combining the Technology Acceptance Model (TAM), Diffusion of Innovations Theory, and Donabedian's Quality of Care Model. Respondents agreed that ICT infrastructure was available (grand mean=3.18, SD=1.26), accessible (grand mean=3.19, SD=1.24), and utilized (grand mean=3.21, SD=1.23), with significant findings from one-sample t-tests (t=10.47, 13.40, 7.67 respectively; p<.001). However, critical gaps emerged: Electronic Health Records (mean=2.68) and telemedicine platforms (mean=2.97) scored below acceptability thresholds. The ICT Availability Checklist revealed severe deficiencies in telemedicine (12.50%) and Computerized Physician Order Entry systems (29.17%). Major challenges included poor internet connectivity, irregular power supply, insufficient training, high costs, and data privacy concerns. No significant gender differences in infrastructure perception were found (t=0.531, p=0.596). Qualitative data revealed tension between documentation demands and patient interaction, system vulnerabilities, and compounding effects of infrastructural deficits. While tertiary hospitals have made progress in basic ICT adoption, incomplete digital transformation—particularly absent EHR systems and underutilized telemedicine—limits service delivery improvements. Addressing interconnected infrastructural, human capacity, financial, and governance challenges through targeted, sustainable investments is essential for realizing ICT's full potential in Nigerian healthcare.