Kommunikationens betydning for IT-implementeringsforløb i Sundhedssektoren

Abstract

Empiriske erfaringer med implementering af IT-systemer i sundhedssektoren viser, at brugerne ikke altid oplever implementeringsforløbene som optimale og danske undersøgelser underbygger denne opfattelse. For yderligere at konkretisere problemets karakter, foretager vi et review på 13 artikler, som referer til evalueringer af implementeringsforløb på ind- og udenlandske hospitaler. Reviewet viser, at kommunikation, er en af de faktorer, der hovedsageligt påvirker brugernes oplevelse af forløbene. Formål: På baggrund af denne viden, har vi valgt, at undersøge kommunikationens betydning for brugernes oplevelse af et EPM-implementeringsforløb. Dette for at kunne komme med forslag til forbedringer af kommunikationen i kommende implementeringsforløb. Undersøgelsen: Denne blev foretaget blandt 103 brugere af EPM på et dansk hospitals medicinske afsnit ultimo 2007 og primo 2008. Metode: Med en kombination af forskellige dataindsamlingsmetoder har vi afdækket den ansvarlige EPM-projektgruppens intenderede kommunikation, samt brugernes forventninger til og reelle oplevelse af kommunikationen. Resultat: Vi fandt at kommunikationen har betydning for, hvordan brugerne oplever et implementerings-forløb samt, at der var flere tilfælde af kommunikationsbrister, hvilke bevirkede at brugerne ikke oplevede at have modtaget den forventede kommunikation i forbindelse med implementeringen. Effekten heraf var utryghed ved at anvende EPM-systemet. Ydermere fandt vi, at ansvaret for sikring af tilstrækkelig kommunikation ligger hos såvel ledelsen som personalet. Konklusion: Gennem analysen har vi konkluderet, at brugernes oplevelse af kommunikationen, har indflydelse på hvor trygge brugernes føler sig ved at arbejde med det nye IT-system. Herudover har vi identificeret tre forhold, hvortil vi foreslår ændringer, som bør iværksættes: 1. Ressourcepersonerne i projektet skal uddannes, samt have tildelt det ansvar, kompetencer, beføjelser og ressourcer, som opgaven kræver. 2. Brugerne skal være bevidste omkring deres ansvar for at tilegne sig de nødvendige informationer. 3. Brugeren skal medinddrages i en sådan grad, at de opnår en følelse af ejerskab overfor IT-systemet.

Introduction Empiric experiences with implementation of IT-systems in the Health Care Sector have shown that the users do not always experience the implementation course as optimal. A number of Danish examinations support this finding. To concretize the character of the problems, we have investigated a review of 13 articles, referring to evaluations of implementation courses on both Danish and foreign hospitals. The review shows that communication has great influence on the users’ experience of the courses. With the review as background material, we want to investigate weather the user experience of an implementation course of an Electronic Patient Medical system (EPM) is influced by the ongoing communication. The overall goal has been to find out if a number of improvements to the communication could be suggested for future implementations courses. The study has been carried out among 103 users of EPM at a medical unit on a Danish hospital ultimo 2007 and primo 2008. The method We have uncovered the intentional communication strategy of the EPM-project group, as well as the users’ expectations in regard to the actual user experience of the communication by using interview, questioners and background material. Results We found that communication has great implications for how a user experience the process of implementation, and that there were several instances of communication beak downs, which causes user frustrations because of insufficient information. The effect was user insecurity towards the EMP-system. We found that insufficient information level resulted in a feeling of alienation and insecurity in the user and was not condusive implementions. Furthermore we found that the responsibility for providing an adequate information level to new users rests with both managers and personell Conclusion Through the analysis we have concluded that the users experience of the communication has profound effect on how secure the users feeling about working with the new IT-system. In addition to this, we have identified the following three conditions for which we suggest changes that should be initiated: • Ressource persons need to be educated and have the responsibility, authority and resources, necessary for the task. • The users’ need to be aware of their responsibility for acquiring the necessary informations. • The users need to be involved to the extend, that they achieve the feeling of ownership towards the IT-system. Acknowledgments In relation to this project we want to thanks several people for their cooperation, among them the project manager for the EPM-project and to all the employees connection with; Medicinsk Enhed, Frederikssund Hospital. We also thank our supervisor, his assistance was greatly appreciated.

A master programme thesis from Aalborg University

Kommunikationens betydning for IT-implementeringsforløb i Sundhedssektoren

[How communication becomes important for implementation of IT in the healthcare sector]