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Help End Users Direct Change

by Lynn McVey

Hospital Impact

Article excerpt

What healthcare IT can learn from Steve Jobs' early challenges

Healthcare happens to be one of the last remaining holdouts to this kind of innovation where nurses, nurse practitioners, office managers, patients, their friends and families–the end users–are driving change. It’s a very hard nut to crack because for the foreseeable future, they are not the buyers.

Our take

Listen and Learn to Ensure Systems Meet User Needs

Who are the primary users of the technology in your healthcare organization? Who are the buyers? When you compare both lists, how much overlap do you find? If you’re like most health organizations, not a lot. And that can be problematic, as this piece points out. Could a different approach lead to greater adoption and better goal achievement?

The early Macintosh had a tough time making an impact on consumers because its target customers weren’t involved in the design of the initial producT. Apple learned from that early failure; healthcare administrators can too. A focus on the user experience is critical when implementing any technology—or making any changes or upgrades. More than simply involving users, though, it’s important to actually listen to their concerns, rather than dismissing or minimizing them.