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The scope of this proposal is a maturity model to support ISO/PWI 13101 Healthcare informatics — Management systems for telehealth and virtual care — Requirements with specific measures for a Telehealth and Virtual Care Maturity Model. The proposed maturity model will also support the existing standard ISO 13131:2021 Health informatics — Telehealth services — Quality planning guidelines which provides processes that can be used to analyse the risks to the quality and safety of healthcare and continuity of care when telehealth services are used to support healthcare activities.
The proposed standard will provide a framework for a maturity model for the development and operation of telehealth and virtual care (TVC) services. A TVC Maturity Model (TVCMM) is a structured assessment framework used to evaluate the capability, governance, reliability, and continuous improvement level of a tele-health service against defined stages of organizational and technological development. Within ISO-aligned management systems standards, maturity models are commonly used to measure how well processes evolve from ad-hoc and fragmented operations toward optimized, data-driven, and continuously improving systems (ISO, 2015; Paulk et al., 1993).
Related ISO standards include ISO 37004 Governance of organizations — Governance maturity model — Guidance and ISO/TR 14639-2 Health informatics — Capacity-based eHealth architecture roadmap — Part 2: Architectural components and maturity model.
For TVC platforms, the model will assess the integration of clinical workflows, digital infrastructure, cybersecurity, regulatory compliance, patient safety mechanisms, interoperability with health information systems, and quality management processes. Maturity levels normally progress through stages such as Initial → Managed → Defined → Integrated → Optimized, reflecting increasing levels of standardization, automation, risk management, and performance monitoring. In an ISO 9001 context, the maturity model acts as a diagnostic and improvement roadmap that aligns tele-health services with quality management principles including process approach, risk-based thinking, and continual improvement.
TVC System Maturity Levels can be represented as:
Level 5 ─────────────────── Optimized
Predictive analytics, AI-supported triage,
continuous improvement and quality metrics
Level 4 ─────────────────── Integrated
Interoperability with EMR/EHR, secure
TVC ecosystem
Level 3 ─────────────────── Defined
Standardized workflows, clinical protocols,
regulatory compliance
Level 2 ─────────────────── Managed
Basic TVC system with
monitored operational processes
Level 1 ─────────────────── Initial
Ad-hoc or pilot TVC service
with minimal governance
Reģistrācijas numurs (WIID)
92401
Darbības sfēra
The scope of this proposal is a maturity model to support ISO/PWI 13101 Healthcare informatics — Management systems for telehealth and virtual care — Requirements with specific measures for a Telehealth and Virtual Care Maturity Model. The proposed maturity model will also support the existing standard ISO 13131:2021 Health informatics — Telehealth services — Quality planning guidelines which provides processes that can be used to analyse the risks to the quality and safety of healthcare and continuity of care when telehealth services are used to support healthcare activities.
The proposed standard will provide a framework for a maturity model for the development and operation of telehealth and virtual care (TVC) services. A TVC Maturity Model (TVCMM) is a structured assessment framework used to evaluate the capability, governance, reliability, and continuous improvement level of a tele-health service against defined stages of organizational and technological development. Within ISO-aligned management systems standards, maturity models are commonly used to measure how well processes evolve from ad-hoc and fragmented operations toward optimized, data-driven, and continuously improving systems (ISO, 2015; Paulk et al., 1993).
Related ISO standards include ISO 37004 Governance of organizations — Governance maturity model — Guidance and ISO/TR 14639-2 Health informatics — Capacity-based eHealth architecture roadmap — Part 2: Architectural components and maturity model.
For TVC platforms, the model will assess the integration of clinical workflows, digital infrastructure, cybersecurity, regulatory compliance, patient safety mechanisms, interoperability with health information systems, and quality management processes. Maturity levels normally progress through stages such as Initial → Managed → Defined → Integrated → Optimized, reflecting increasing levels of standardization, automation, risk management, and performance monitoring. In an ISO 9001 context, the maturity model acts as a diagnostic and improvement roadmap that aligns tele-health services with quality management principles including process approach, risk-based thinking, and continual improvement.
TVC System Maturity Levels can be represented as:
Level 5 ─────────────────── Optimized
Predictive analytics, AI-supported triage,
continuous improvement and quality metrics
Level 4 ─────────────────── Integrated
Interoperability with EMR/EHR, secure
TVC ecosystem
Level 3 ─────────────────── Defined
Standardized workflows, clinical protocols,
regulatory compliance
Level 2 ─────────────────── Managed
Basic TVC system with
monitored operational processes
Level 1 ─────────────────── Initial
Ad-hoc or pilot TVC service
with minimal governance
