From Manual to Automated: A multi-case study of utilizing Robotic Process Automation and Intelligent Automation in Healthcare Operational Processes

Healthcare organizations are applying digitalization to the constantly increasing amounts of different administrative processes. Automation of digital workflow processes using low-code solutions, such as Robotic Process Automation (RPA) and Intelligent Automation (IA), has emerged to increase process efficiency in healthcare. Although automation has the potential to offer significant efficiency benefits, it is still unclear what factors should be considered when implementing automation solutions. This research investigates the impact of automation in two Finnish healthcare districts through a comprehensive multi-case study. Findings reveal that while RPA and IA can significantly enhance process efficiency and reduce repetitive tasks, technical faults, process readiness, and unmet user expectations hinder their successful implementation. The study underscores the need to manage expectations, ensure process readiness, and foster open communication to realize the full potential of automation in healthcare.