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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Published on: February 16, 2011

Softer perspectives on enhancing the patient experience using IS/IT.

Udechukwu Ojiako¹, Stuart Maguire, Lenny Koh

¹School of Management, University of Southampton, Southampton, UK. udechukwu_ojiako@yahoo.co.uk

International Journal of Health Care Quality Assurance

|March 11, 2011

Summary

The Choose and Book system in the UK healthcare sector failed due to overlooking complex social and organizational factors. Greater attention to the human side of IT implementation is needed for better patient experiences.

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Area of Science:

Health Informatics
Information Systems Management
Organizational Behavior

Background:

The National Health Service (NHS) implemented the Choose and Book system to streamline patient referrals.
Previous NHS initiatives have often focused on technical aspects, neglecting broader implications.
Complex organizations like the NHS have diverse stakeholders with varying needs and perspectives.

Purpose of the Study:

To analyze the failure of the Choose and Book system implementation.
To highlight the critical role of 'softer' implications in IT project success within healthcare.
To argue that a lack of understanding of these implications by project sponsors led to failure.

Main Methods:

Practice-oriented research was employed to identify key parameters.
These parameters were compared against conventional thinking in specific areas.
Analysis focused on the cultural, social, and organizational dimensions of the system.

Main Results:

Despite cultural, social, and organizational implications, program managers prioritized technical domains.
Emphasis on Information Systems/Information Technology (IS/IT) adoption overlooked crucial non-technical factors.
Patient experience in the UK healthcare sector remains suboptimal.

Conclusions:

The Choose and Book system's implementation faced challenges due to insufficient attention to softer aspects.
There is a need for increased focus on the human elements of IS/IT delivery, implementation, and adoption.
Addressing these softer factors is crucial for improving patient experience and IT project success in healthcare.