implementing new technology within healthcare skills guide

Pocket Skills Guide

Implementing New Technology within Healthcare

2©Rothwell Douglas Ltd. 2017

The implementation of electronic patient record systems is a critical factor in improving efficiency and patient safety.

“The Power of Information: putting us in control of the health and care information we need”. -

Department of Health


Technology Uptake in Healthcare – why is there resistance?


Lost in translation…


The Core Components to Implementation Successful

• Robust scalable IT Infrastructure that delivers information where staff need it;

• Sound governance arrangements • High quality information management• Training and development of IT skills in staff • Sound project management and procurement • Maintaining confidentiality on secure network and servers • Working in collaboration with other NHS organization's


6 Reasons Change Initiatives Can FailChange programs are common but it is claimed that up to 70% of them fail. While there are multiple reasons here are 6 reasons why change programmes can fail:

6 Reasons Change

Initiatives Can Fail

Communication- failure to engage, listen, tell the story, feedback on progress and keep people informed on an ongoing basis and through multiple channels – Communicate, Communicate, Communicate!

Underestimating Culture- while everything on a spreadsheet or project plan is highly rational, it is important not to underestimate culture. No change initiative ever failed because of the lack of a plan – they failed because people didn’t see the plan as theirs and one that they wanted to own.

Poor Leadership- senior people might lead the organisation, set the direction and put the plans in place. Yet in reality, they are not the people who can make it happen. People at the front-line of the organisation determine whether a change program delivers. They need to be involved and engaged in the design, delivery & celebrating success.

Lack of space and support- changes impact on individuals in a very personal way. If organisations do not provide the space and support to individuals who are impacted by the change, the chances of success are greatly reduced. Building resilience is key.

Unclear objectives- the objective or outcome of any change program needs to be clear. Ambiguity and uncertainty foster disconnection and cynicism

Lack of performance measures- change is about improvement. People need to know whether they are on or off track, that are monitored and who is accountable for what in the delivery of key objectives


Resistance to Technology Change- Emotion

Adoption is an Emotional Decision

The Personal decision making process usually involves:

1. You like Something – want to know more about it2. You trust it or not – if you like it and trust it then you want to get it.

3. You rationalize it – you justify why you must have it (confirmation bias)

So how can we use our understanding of Psychology to drive adoption?4. Use the WIIFM rule – make sure everyone can answer the ‘What’s In It For ME’ question

5. Focus on Communication for Early Adoption – use work process benefits not technical one’s

6. Don’t oversell the new solution – make sure people understand its importance in the bigger picture of the organisation

7. Design Staff Development & Training to commence before the implementation and to continue through the change process

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Practical Solutions – What we can do about it?

Attitudes- Changing behaviours is the most effective way of influencing attitude – establish pilots, get change happening in small pockets with enthusiasts and build on success. People’s mind-sets are more likely to be positive where they can see the results.

Prioritisation- Keep priorities small in number and review them regularly as a means of remaining agile and ‘on-track’. Use the priorities to communicate progress widely and help people anticipate the next stage of change/ implementation.

Management leadership and direction- strong leadership is required at national and local level to create a climate in which managers feel encouraged to participate in the testing of technology solutions, and to adopt them where positive outcomes have been demonstrated. Understand the learning curve of Innovation and communicate the lessons learnt – avoid penalising behaviours.

Communication- Managers and Clinicians need to understand the journey and articulate the benefit to patients in adopting new technologies and help colleagues understand how it can support better ways of working.

Follow Through – Maintain interest, commitment and energy past ‘Go-Live’ stage in making sure that the new ways of working embed and that Organisational benefits are realised. Measure progress and celebrate Success. Finish & move on!


The Change Journey

DENIAL

RESISTANCE EXPLORATION

COMMITMENT

Denial

Shock

Frustration

Acceptance

Experimentation

Understanding

Integration

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What do CEO’s need to do?• Set direction with the Board

• Articulate the importance of Technology to the future of the organisation in Improving Patient Outcomes & Care

• Tell the story, help people visualise the change and generate enthusiasm about being part of the journey

• Publicise what success will look like & bring stakeholders on board by inviting them to help create ‘the Big Picture’

• When things don’t go to plan – share the learning and move on

• Engage everyone in communicating progress and celebrating the ‘wins’ – build confidence & give credit

• Measure for success and hold to account for top and bottom line delivery.

• Maintain momentum and re-energize change processes – the Vision and the Story are the golden thread.

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What do CIO’s need to do?

• Understand the Big Picture

• Help Board members and CEO’s understand the contribution of technological innovation

• Help the organisation make informed choices

• De-mystify ‘Tech- speak’ – and Communicate the Vision in Patient and staff benefit terms – be multi-lingual

• Own the engagement agenda, be visible and manage the Communications with colleagues

• Lead the review processes and milestone achievements

• Be an Innovation champion and help people tell their story about what they have achieved

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What can RDL do…

Embedding Culture Change

Working collaboratively with other services

New ‘BaU’ & Implementing new

technology

Tip Alert:

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Transforming the Experience of Work…Releasing Potential in People

Empowering Effective TeamsDriving Innovation

in OrganisationsConnecting

Expertise across Systems

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