Implementing communication systems in the community health services. The health care workers experiences

Reengineering of the workplace through Information Technology is an important strategic issue for today's community health care. The computer-based patient record (CPR) is one technology that has the potential to profoundly modify the work routines of the care unit. This study investigates a CPR project, Gerica aimed at allowing the health care workers in the community health care to work in a completely electronic environment. The focus of our analysis was the use of Gerica, and the health care workers interpretations of it. The rationale behind the introduction of this technology was based on its alleged capability to both enhance quality of care and control costs. This is done by better managing the flow of information within the organization. Theory of structuration is used as the conceptual vehicle to aid in widening the search to the socially constructured nature of these meaning: how people constructed their conceptions in their work setting. The present study analyzed the implementation of CPR conducted in the community health services in Trondheim, Norway. Interviews with Gerica users demonstrate that individual interpretations vary considerably, also between users of the same application. User-resistance was not the problem. This project was a good opportunity to understand better the intricate complexity of introducing technology in professional work where the usefulness of information is short lived and where it is difficult to predetermine the relevancy of information. Profound misconceptions in achieving a tighter fit (synchronization) between care processes and information processes were the main problems.