In my hospital, the EMR system is still used alongside paper records, and a newer inpatient digital system is currently being piloted. I think the change management has not been fully effective. Referring to the ADKAR model:
– Awareness: I believe that staff are frustrated, and some concerns may have been raised to the hospital board. However, the problems are not fully acknowledged, as staff keep pushing through daily work to prioritize patient care.
– Desire: Even though frontline staff are frustrated with the current system, many are not motivated to learn a completely new one from scratch. They feel the system only adds more work without clear benefits.
– Knowledge: Training was inadequate and delivered randomly. By the time the system launched, many users had already forgotten what they learned.
– Ability: The system itself is not user-friendly, and IT support is limited. Users often had to rely on each other for help instead of receiving timely support.
– Reinforcement: No ongoing reinforcement or encouragement to adopt the system. Without incentives or follow-up, many staff reverted to using paper records.