By Doug Arthur, Vice President Adoption Services Mainstay
Investing in new technology in
healthcare has been proven to improve patient care, lower costs, and increase staff retention. But that’s
true only when you ensure that the new technology is actually used.
This begs the question: What’s
the key to technology adoption in healthcare?
The first step is to view the
investment not only as a technology transformation but as a transformation of people
and processes. You need to make sure the technology works, but you also need to
inspire and delight all the different users – nurses, doctors, administrators,
and patients – with a balanced and effective implementation plan.
Start by avoiding the common
pitfalls that often stall technology adoption in Healthcare:
1. Poor
user experience
2. User
desire not identified
3. Users
not engaged early
4. Sponsors
not actively participating
5. IT
infrastructure does not adequately support the application
First impressions are everything
Technology deployments usually
fail because of poor user experience. When users are not impressed the first
time they use the solution, they rarely give it a second try. In a recent
engagement with a large hospital in Texas, for example, we found that staff
were reluctant to use the new solution because of a disappointing first experience.
Sure, the technology worked as designed, but IT failed to anticipate the special
needs of their non-technical user communities.
That’s why it's important to take
the time to understand how users view new technology and communicate with them
from the end-user perspective. As one CIO told us, we had to “go meet our users
where they’re at.” Above all, make sure users are delighted the very first time
they interact with the new solution.
User change barriers typically outweigh new tech excitement
Don’t leave it up to employees
to figure out the new technology on their own. Staff are usually too busy – and
frankly not tech-curious enough – to change their own behavior. IT must help
them along. Be sure to spend time showing users how they benefit directly from the new technology.
Be sure to engage employees in
the process. With a recent client, for example, hospital executives and
training staffs helped identify the use cases for a new tech initiative, becoming
invested in the process and how it helps them solve pressing business needs.
Communicate early and often
No one likes change happening at them. They want to be part of the change. That’s why you
should involve those affected by new technology early in the process and
communicate regularly. The messaging can be as simple as letting the users know
what is happening and when – and identifying power users and soliciting their
opinions.
Building champions early helps
ensure a successful deployment. It also helps bridge the demographic gap. For
example, at a recent conference, a hospital executive said their biggest
technology adoption challenge was the friction between older and younger nurses.
Bringing the two groups together for open discussions helped put everybody on a
common path.
Leadership is critical to adoption
Executives always like to back
winning ideas, so getting widespread support on an unproven technology project
can be difficult. That’s why it’s important to develop a plan to activate
executive sponsorship as the deployment gains traction.
At a large healthcare provider
in California, for example, the IT team strategized how to engage the CEO’s
staff. At the end of the implementation, not only did the executives support
the project, but they participated in activities where they could actively
demonstrate their support. Ultimately the CEO claimed the whole project was their
idea!
Application experiences are only as good as the underlying infrastructure
enables
Finally, make sure the IT infrastructure
is engineered to support all uses of the application. Too often we see clients
scale back on their technology deployment just because of limited network or
infrastructure capabilities. Issues such as latency, spotty access, and poor
security architecture can seriously impact users and their ability to see value
from the solution.
You can help ensure the success
of the project through systematic testing, phased deployment, and robust
communication planning to make that first encounter of your solution a truly
rewarding experience. One other thing: don’t sacrifice key solution features
and functionality just to speed your rollout or meet budget constraints. This
can significantly hurt the adoption of your technology solution.
Learn more about how Mainstay can help you adopt
healthcare technology solutions at https://www.mainstaycompany.com/adoption-services/.
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