Quay Organizational Change

Acme Medical Center is implementing a new electronic health record (EHR), converting from a system. Dana is the nurse manager of the orthopedic department which clusters outpatient, inpatient, and rehab services via product line management. In preparing her implementation plan for the new EHR, Dana anticipates several different employee responses to the change:

Kevin RN and Nancy RN are very enthusiastic about the new EHR and are very comfortable using technology.
Bob RN always resists change and avoids going to training until the last minute. He can use technology effectively but usually employs workarounds instead.
Sherri RN sometimes mimics Bob’s behavior but mostly goes with the flow. She has difficulty using technology and requires much support during transitions.
Dr. Phillips is the program director but plans to retire next year.
Dr. Wilson was a new physician to the program last year, but already admits more patients to the service than any other doctor. He also uses all the services of outpatient, inpatient, and rehab.
explain how Dana could utilize the theory you selected for your project to anticipate the transition to the new EHR. Dana wants to involve all the staff and physicians in the project. What activities could Dana assign to each person? Dana knows that unanticipated problems could arise during the transition, such as a power outage. How would your selected theory explain each persons’ reaction to such an event?

Sample Solution

Applying Rogers’ Diffusion of Innovation Theory to EHR Implementation

Understanding the Staff

To effectively implement the new EHR, Dana can utilize Rogers’ Diffusion of Innovation Theory to understand and manage the diverse reactions of her staff.

  • Innovators (Kevin and Nancy): These early adopters are enthusiastic about technology and will likely embrace the new EHR quickly. They can be valuable resources in training and supporting their colleagues.
  • Early Adopters (Sherri): While initially hesitant, early adopters are open to new ideas and can be influenced by the opinions of innovators. They may need additional support and training.
  • Early Majority (Dr. Wilson): This group is pragmatic and will adopt the new EHR once they see its benefits. They may require more information and reassurance.
  • Late Majority (Bob): This group is skeptical and resistant to change. They may need strong encouragement and support to adopt the new system.
  • Laggards (Dr. Phillips): This group is resistant to change and may require significant effort to adopt the new EHR.

Assigning Roles and Responsibilities

Dana can leverage the strengths of each staff member to facilitate a smooth transition:

  • Kevin and Nancy: Can serve as super-users, providing training and support to other staff members.
  • Sherri: Can be paired with a mentor to receive additional support and guidance.
  • Dr. Wilson: Can be involved in testing the new EHR and providing feedback on its usability and functionality.
  • Dr. Phillips: Can offer valuable insights based on his experience and knowledge of the organization.

Addressing Potential Challenges

If a power outage were to occur during the transition, Dana could mitigate its impact by:

  • Having a contingency plan: This plan should outline procedures for manual data entry and backup systems.
  • Communicating effectively: Keep staff informed about the situation and provide updates on the expected resolution time.
  • Offering support: Provide additional support to staff members who may be struggling with the outage.
  • Learning from the experience: Use the incident as an opportunity to identify areas for improvement in the future.

By understanding the different stages of adoption and tailoring her approach to each individual, Dana can effectively manage the EHR implementation process and minimize disruptions to patient care.

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