The use of WhatsApp as a social communication medium in the context of ethical values in a healthcare facility business environment in the Northern Cape
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Date
2020
Authors
Stulting, Andries Andriessen
Journal Title
Journal ISSN
Volume Title
Publisher
University of the Free State
Abstract
The primary research objective of the research study was to analyse ethical values
in a healthcare facility business environment with particular reference to WhatsApp
as a social communication medium in the Northern Cape. The study was guided by
the following secondary research objectives, namely:
(i) To discuss social media as a communication medium, with particular reference
to WhatsApp; (ii) To identify the current problem areas in the use of WhatsApp in the healthcare
facility in the Northern Cape; (iii) To identify the understanding of leaders in a private healthcare facility about
the optimal use of WhatsApp in a healthcare facility in the Northern Cape;
and (iv) To implement guidelines for the safe use of WhatsApp in the healthcare
facility in the Northern Cape. In order to reach the primary objective of this study, a qualitative research design
was followed. Semi-structured interviews were held with members of the healthcare
facility's Core Management Team which consist of two parts. The first part is a selfadministered
section, which consists of closed-ended questions in a Likert scale
format. The answers provided in this section allowed the researcher to ask more indepth
questions in the second part of the interview, to gain a deeper understanding
of the responses provided in the self-administered portion of the interview.
The majority of participants felt that using WhatsApp to reach a patient is acceptable
while confidential patient information should only be shared via WhatsApp with the
consent of the patient. Additionally, management also seem to understand the use of
WhatsApp as a communication tool as they felt equipped to use WhatsApp as a
social medium platform. Although a current policy at the healthcare facility addresses the use of Facebook as
a social media platform for communication, there is no official policy for the use of
WhatsApp as a social media communication tool. Recommendations for the
implementation of WhatsApp as communication tool thus included the implementation of a policy that specifically state that no personal information should
be communicated via WhatsApp. This policy should be communicated to all staff as
well as extensive training in the use of WhatsApp should be offered in an effort to
align the awareness and consistent implementation of such a policy.
Description
Dissertation (MBA (Business Administration))--University of the Free State, 2020
Keywords
WhatsApp, social communication medium, healthcare facility, business environment, ethical, safe guidelines