Process Innovation through People: A Review of Nursing Knowledge Application and Medical Secretary Information Management on System Performance in Healthcare Settings

Abstract

Process innovation in healthcare increasingly relies on the synergistic contributions of both clinical and administrative professionals. This review examines how nursing knowledge application and medical secretary information management jointly influence workflow efficiency, communication accuracy, and overall system performance. Evidence from global literature published between 2016 and 2025 highlights that nurses enhance clinical decision-making, patient assessment, and continuity of care, while medical secretaries play a pivotal role in managing documentation, scheduling, and information flow. When these functions are aligned, healthcare organizations achieve reduced delays, fewer administrative errors, improved patient satisfaction, and stronger interdepartmental coordination. The review presents an integrated conceptual model demonstrating how human-driven processes accelerate operational improvement, especially within digitally transforming healthcare environments. Findings underscore the need for structured collaboration, digital skill development, and role-based innovation strategies to sustain high-performance healthcare systems.