An intelligent case-based knowledge management system for quality improvement in nursing homes

King Lun Tommy Choy, Kai Yuet Paul Siu, To Sum George Ho, C. H. Wu, Hoi Yan Lam, Valerie Tang, Yung Po Tsang

Research output: Journal article publicationJournal articleAcademic researchpeer-review

13 Citations (Scopus)


Purpose: This paper aims to maintain the high service quality of the long-term care service providers by establishing a knowledge-based system so as to enhance the service quality of nursing homes and the performance of its nursing staff continually. Design/methodology/approach: An intelligent case-based knowledge management system (ICKMS) is developed with the integration of two artificial intelligence techniques, i.e. fuzzy logic and case-based reasoning (CBR). In the system, fuzzy logic is adopted to assess the performance through the analysis of the long-term care services provided, nurse performance and elderly satisfaction, whereas CBR is used to formulate a customized re-training program for quality improvement. A case study is conducted to validate the feasibility of the proposed system. Findings: The empirical findings indicate that the ICKMS helps in identification of those nursing staff who cannot meet the essential service standard. Through the customized re-training program, the performance of the nursing staff can be greatly enhanced, whereas the medical errors and complaints can be considerably reduced. Furthermore, the proposed methodology provides a cost-saving approach in the administrative work. Practical implications: The findings and results of the study facilitate decision-making using the ICKMS for the long-term service providers to improve their performance and service quality by providing a customized re-training program to the nursing staff. Originality/value: This study contributes to establishing a knowledge-based system for the long-term service providers for maintaining the high service quality in the health-care industry.
Original languageEnglish
Pages (from-to)103-121
Number of pages19
JournalVINE Journal of Information and Knowledge Management Systems
Issue number1
Publication statusPublished - 1 Jan 2018


  • Knowledge management system
  • Long-term care services
  • Quality improvement

ASJC Scopus subject areas

  • Information Systems
  • Computer Science Applications
  • Computer Networks and Communications
  • Library and Information Sciences
  • Management of Technology and Innovation


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