Reflect on positive consumer experiences that you have had related to using info

Question

Reflect on positive consumer experiences that you have had related to using information technologies to access products or services.

1) How did the stakeholders in that setting use HIT platforms to improve your customer experience? Please include references.

Post:

1) Discuss and explain what change management model you would implement for internal and external stakeholders in healthcare using wireless mobile devices as a technology infrastructure. One of the ways that information technology infrastructure will change is within the increasing importance of wireless devices in the network. .

2)What change management theory would you use and how would you apply it through IT implementation?

3)Outline specific change and innovation management strategies given your scenario, using best practices in the private sector.

Explanation / Answer

1) How did the stakeholders in that setting use HIT platforms to improve your customer experience? Please include references.

Answer :

Stakeholders comprise of individuals or a group of individuals within or outside the company who have a vested interest in the company's business. They could be employees. customers. management, operations , workers, vendors etc. Any one person or a group of people who have a vested interest in an organisation are called stakeholders.

HIT stands for Health Information Technology platforms. Electronic Health Records or EHR's are digitized patient records & medical history that can be updated on a real time basis and reviewed. These are a good example of the integration of information technology with health care.

How Stake holders like pharmacies, patients and doctors who use HIT platforms improved customer experience

Users of EHR and or HIT systems provided valuable feedback in the following areas

Cut and paste errors : Although most EHR's data can be updated on a real time basis, certain softwares may allow him or her to copy & paste notes from previous tests or medical records and doctor's comments. The problem with this is that , the underlying assumption is that the patient's condition or health has not undergone any change since his or her last visit to the doctor or a health check up. This could have serious consequences and could lead to a wrong diagnosis.

EHR downtime : Since EHR's are basically hardware and software, like all systems they may face outages, system down times and hacking (as seen during the recent attack by the ransom ware virus on UK hospitals where they couldn't access patient records).

These are complex systems and require strong enterprise grade IT support. With EHR's becoming increasingly complex with a vast number of variables, there have been a significant increase in outages and downtime resulting in hospitals not having access to patient records, real time diagnosis tools etc.

Miscommunication of Data between between different components of EHR : As i mentioned before EHR comprises of both hardware and software. Software systems are often linked to hardware systems that interface with patients such as X ray, MRI, life support systems etc. Sometimes, the manufacturer of the hardware and software may not be the same and this could cause a certain degree of discrepancies. In other cases even when the manufacturer of the hardware and software components were the same , there was a fair degree of miscommunication between various components.

Alarm Fatigue

Alarm fatigue is a scenario where health care workers may normalise to alerts or alarms triggered by EHR's. This desensitisation is often caused due to either false alarms or a high frequency of low priority alarms being triggered by EHRs. When EHR's trigger alarms, health care workers may brush it off as a low priority alarm when it might be quite the opposite. This removes the sense of urgency causing real emergencies to be neglected. This could lead to serious deterioration in patient's health and in some cases death.

2) Discuss and explain what change management model you would implement for internal and external stakeholders in healthcare using wireless mobile devices as a technology infrastructure. One of the ways that information technology infrastructure will change is within the increasing importance of wireless devices in the network.

Answer :

Wireless devices are known to interfere with the smooth operation of health care systems. Wireless devices are known to interfere with pacemaker, MRI's . Xrays , CAT scans etc. However with HIT and EHR's introducing interoperability into their systems. its important to transition health care technology into a wireless world. In healthcare, interoperability is the ability of different information technology systems and software applications to communicate, exchange data, and use the information that has been exchanged.

A complex health care system requires diverse electronic health record (EHR) products. One size does not fit all. To realize their full potential, EHR products must be able to share information seamlessly. An interoperable health IT environment makes this possible. EHR Interoperability enables better workflows and reduced ambiguity, and allows data transfer among EHR systems and health care stakeholders. Ultimately, an interoperable environment improves the delivery of health care by making the right data available at the right time to the right people.

Change Management Structure / Steps

Step#1 Communication about the transition to wireless systems to enable interoperability

The agenda for the first team meeting will be to explain the purpose of this training programme followed by a run through of the training process. And then schedule the training programme by giving priority to admissions and accounting departments and other staff for whom this training is mandatory

Step#2 Training Programmes to operate Wireless HITS and EHRS in the health Care Facility (Stakeholers)

I would form a team of internal and External Member by looping them in through email and a calendar notification and call them to confirm their attendance. Internal members would include Hospital Staff which would include admissions, accounting, nurses, doctors, surgeons and other staff for whom this training is mandatory External Member would include Interoperable EHR's engineers, company sent medical consultants and trainers.

Step#3 Training

To equip staff to undertake the proper course of action during an Interoperable EHR downtime in Case of Interference from wireless devices : Since EHR's are basically hardware and software, like all systems they may face outages, system down times and hacking (as seen during the recent attack by the ransom ware virus on UK hospitals where they couldn't access patient records).These are complex systems and require strong enterprise grade IT support. With EHR's becoming increasingly complex with a vast number of variables, there have been a significant increase in outages and downtime resulting in hospitals not having access to patient records, real time diagnosis tools etc.Training staff with contingency plans in case of equipment failure will not only save time but also reduce costs.

To train staff to reboot, fix, detect & report Miscommunication of Data between between different components of Interoperable EHR : As i mentioned before EHR comprises of both hardware and software. Software systems are often linked to hardware systems that interface with patients such as X ray, MRI, life support systems etc. Sometimes, the manufacturer of the hardware and software may not be the same and this could cause a certain degree of discrepancies. In other cases even when the manufacturer of the hardware and software components were the same , there was a fair degree of miscommunication between various components. Training staff to detect miscommunication using readings and reports from both electronic systems and comparing them and to detect & report Miscommunication of Data between between different components of Interoperable EHR.o train staff to work with the new User Interface: EHR's are not exactly known to be user friendly. Training must involve interfacing with the EHR, usage and smooth operability.

3)What change management theory would you use and how would you apply it through IT implementation?

Answer :

Change Management Theory

I would use an organisational change management theory. This type of change management focuses on restructuring organisational hierarchy, reporting structures, allocation of resources, job roles and business functions. This model of change management attempts to implement change at an macro level focusing on every aspect, unlike other change management methods which focus on specific business functions or mirco level organisational problems. I would use training , audits, testing and on the job training in order to transition into implementation.

4)Outline specific change and innovation management strategies given your scenario, using best practices in the private sector

Answer :

I would use Open Innovation and Organisational Change management strategies given my scenario.

Innovation can be product of ideas within or outside the firm. Traditionally large multinational companies, health care services and Banks used internal technologies and ideas to drive the innovation within the company. Open innovation involves using a combination of internal and external ideas, technology, business processes and functions in order to drive innovation within the organisation. When entrepreneurs and established firms adapt open innovation it'll help them accelerate the rate and the quality of innovation. The other factor is the clear cost benefit in developing new products and services vs sourcing them from outside the firm. Using a combination of internal and external will result in a quality and quantity of innovation which is optimum for the organisation.

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