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Updated: Jul 17, 2026
14:32
Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Showing "what right looks like"--how to improve performance through a paradigm shift around implementation thinking
Donna James1, Steve Hess, Jacob E Kretzing
1Christiana Care Health System, Wilmington, Delaware, USA.
Journal of Healthcare Information Management : JHIM
|February 16, 2007
Summary
Christiana Care improved technology project outcomes by adopting a new implementation approach. This led to significant reductions in emergency department (ED) length of stay and improved patient throughput.
Area of Science:
- Healthcare Management
- Information Technology Implementation
- Process Improvement
Background:
- Organizations face challenges in maximizing value from IT investments.
- Traditional project management may not fully capture benefits.
- Sustained improvements require a holistic implementation strategy.
Purpose of the Study:
- To evaluate the impact of a revised implementation paradigm on technology project outcomes.
- To demonstrate the benefits of a broader implementation approach beyond traditional project management.
- To identify key components of successful IT implementation for value realization.
Main Methods:
- A three-year observational study of technology-enabled projects.
- Shifted implementation focus to benefits planning, user adoption, value realization, and goal delivery.
- Employed an experience-driven approach to showcase effective implementation practices.
Main Results:
- Achieved an 11% reduction in emergency department (ED) length of stay.
- Reduced patients leaving the ED without treatment by 23%.
- Decreased bed-clean turnaround time by 28% while managing a 7% patient volume increase.
Conclusions:
- A comprehensive implementation strategy significantly enhances technology project outcomes.
- Focusing on benefits realization and user adoption drives measurable improvements in healthcare settings.
- Christiana Care established an effective model for maximizing IT investment value and defining best practices.
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