Case Study: Training for New Computer Systems Enhances Implementation

This case study examines the implementation of new computer systems within a healthcare setting, highlighting the critical role of training and the selection of 'superusers' or champions. It addresses key questions regarding staff training, user feedback, resource availability, organizational priorities, and system evaluation post-implementation. The analysis emphasizes the qualities required of superusers, steps to ensure successful implementation, and measures to determine program success, including considering options, choosing affordable solutions, ensuring appropriate infrastructure, and providing effective staff training. The case study also explores potential consequences of inadequate system examination, such as user frustration and system failure, and provides a framework for healthcare organizations to manage the complexities of technology upgrades effectively. It covers technical, social, organizational, and socio-political factors influencing successful implementation and emphasizes the importance of communication, staff participation, resource provision, planning, and accountability in driving positive outcomes. Finally, the case study provides a comprehensive approach for healthcare organizations to navigate technological changes and enhance operational efficiency.

Running head: CASE STUDY 1
Case Study: Training for New Computer Systems Enhances Implementation
Student’s Name
University

CASE STUDY 2
Case Study: Training for New Computer Systems Enhances Implementation
The implementation of new computer systems is a foremost agenda in the policies of
many healthcare organizations. For this reason, healthcare systems keep upgrading and bringing
innovations. However, this process also has to go through a lot of problems as recognized in this
case:
 The training was provided to the staff, but is it ensured that this training was tailored
according to the capabilities of staff members?
 Feedback of users regarding the system upgrade seems to be missing.
 Planning seems to be strategized, but were the necessary resources available to the users?
 Organizational priority was set, but was it also as per the need of users?
 With implementation, any systems progression evaluation is important, did the
organization take those measures?
Question No. 1
In the world of technology, specifically healthcare technology, the role of superusers or
champions holds a very important position. From the start of a new upgrade process, superusers
are vital for each step that is an initiation of a project, development of it, and then the
implementation (Handy & Barlow, 2012). Superusers or champions are those people from the
department who have knowledge of the entire system and management and have an
understanding of internal processes within an organization.
Qualities of Superusers
According to Rizoto-Vidala-Pesoa (2018), a superuser needs to possess the following
characteristics or qualities to be qualified as superuser:

CASE STUDY 3
 A superuser must possess exceptional interpersonal skills. As that individual has to
interact with the entire team and coach them regarding the use of the system.
 A superuser is well aware of the daily routines of team members and can support the
team accordingly. A superuser or champion develops and structures the necessary
knowledge documents in formats which are easy to comprehend for the team and update
them according to their need.
 A superuser must be someone who is self-driven and enthusiastic about working for
solutions, enjoys gathering new knowledge, he/she analyzes and shares information
promptly. He/she is self-motivated for finding different solutions to problems and brings
improvements in the organization’s system.
In the organization, superusers or champions would be selected based on their
qualification and record. Superusers would be someone who possesses good computer skills and
knows technical things. They would be active people who identify problems within an
organization’s system and communicate those problems to the management immediately. They
would have a good rapport with all the staff members as it would help them in teaching and
coaching further users. They would be punctual, responsible, and accountable people. People
possessing such qualities would qualify for being superusers or champions in my organization.
Once all the superusers or champions are selected, they would be provided with testing
materials and training curriculum of the new system upgrade. They would work closely with the
IT staff to improve and identify any issues that can cause inconsistency in work. They would be
able to understand the training curriculum and formulate a system to assist the entire team within
their office.
Question No. 2

CASE STUDY 4
Implementation of new health system enhancements has been going on for a very long
time. The purpose is to improve the working processes of any organization and ensure quality.
Nevertheless, these new health system upgrades can also be a cause of frustration for many
health care providers, clinicians, nursing staff, or front desk workers because it does not fit well
with their regular workflow (Morrison et al., 2011; Varghese et al., 2016). Kruse & Beane (2018)
have mentioned that US Health Information Technology for Economic and Clinical Health
(HITECH) Act has included a package worth $19 billion for the adaptation of the electronic
health system and the associated functions related to it. Therefore, an organization must ensure
the implementation of a successful healthcare system.
Effective implementation is based on many factors dependent on the organization’s
environment. To ensure successful implementation effectiveness, an organization should keep in
mind these factors:
 Technical factors. The usability and reliability of the implemented system. The new,
implemented computer system should be accessible and adaptable. It should be user-
friendly and integrates well with the current system.
 Social factors. The attitudes and expectations of the staff. It also depends on the proper
training of the superusers. Sufficient support must be provided to the staff to handle their
concerns and problems.
 Organizational factors. Planning and strategizing of new system enhancements by the
organization. Management and leadership must be active and accurate.
 Socio-political Factors. Innovations and upcoming technologies, along with systems used
by other healthcare organizations to ensure successful enhancements, must be researched.

CASE STUDY 5
An organization could have taken the following steps to ensure successful
implementation effectiveness and brought these changes to improve the climate and
effectiveness:
Action 1: Communicate the Vision and Goals
The organization should keep their communication effective and must convey the vision
and benefits this new upgrade would bring. Staff must understand through proper
communication that this new change is being implemented to make the work more efficient,
improve the value, and decrease the workload so that they can focus more on the benefits rather
than the challenges this new implementation will bring. For example, users will be explained
how a new automated indexing system for the filing of medical records will be accurate and help
them save time and effort.
Action 2: Active Participation of the Staff
An organization should ensure all the members whose job is going to be impacted by this
new upgrade, such as nursing staff, healthcare providers, managers, front desk workers, and
coding and billing personnel, are included in this process from the beginning. That way, they will
own the new implementation and be an active part of it. They will understand the process in a
better way and can adopt the changes rigorously.
Action 3: Provision of Resources
The organization must keep in check that necessary information, data, and required time
is being provided to the staff. All the essential resources for the implementation are handled
timely. Details of the system upgrade, testing, and training material should be provided to the
user beforehand so that they can get well acquainted with it.
Action 4: Plan Appropriately

CASE STUDY 6
The organization would look at all the options available to ensure effective
implementation. A proper plan and schedule would be done to carry it out. Strategies must be
tailored concerning the system and circumstances faced by the users. An organization would
ensure that with implementation, only one system is operative, that is the electronic system.
Sheikh et al. (2011) suggested that running a parallel system that is both electronic and paper
will cause trouble to the end-users.
Action 5: Assigning Accountability
Superusers or champions would own this new implementation and will be responsible for
ensuring the smooth adoption process. Superusers work as a bridge between upper management
and the end-users. They report to the senior management regarding the issues faced by the users.
Question No. 3
Healthcare organization has a big responsibility in terms of determining the success of
new programs. They have to keep a check on every step to ensure achievement. An organization
can work on the following measures to determine its success:
1. Consider Options
When there is a need for the implementation of any new technology, all the options
should be thoroughly checked. An option that is implementable in terms of time and resource
availability should be selected. Cresswall, Bates, and Sheikh (2013) reflected upon whether to
select a customized option tailored according to needs, a standard solution, or to alter an existing
system. All these options must be evaluated and the best ones that fulfill the demands.
2. Choose an Option Which is Affordable and Meets the Need

CASE STUDY 7
Once all the options are evaluated, a system that works according to the organization’s
needs should be selected. This system should meet the needs of the organization’s purpose as
well as fit correctly with the workflow.
3. Appropriate Infrastructure
In determining the success, it is essential to keep an eye on the infrastructure of the
healthcare organization (Richardson et al., 2019) if the new computer system does not work
optimally, such as if the network connectivity is slow or the proper hardware system is not
implanted then the implementation of any innovation will not work.
4. Proper Training of the Staff
Training of the staff must be effective. It should be provided based on the duties and roles
of the staff. Training should be tailored according to the capability of users and their function
concerning the innovation (Krick et al., 2020). Such as some individuals should be selected and
especially train in keeping the confidentiality of the patient records. Similarly, old-aged users
may require more time to understand the innovation and system than young users.
5. Evaluation of the Progress
Sometimes, implementing a new system is such a big task that it does not occur that after
launching this new implementation, its progress should be evaluated on a daily basis. It is
important to keep a check on the progress and day to day issues faced by the users. Proper
feedback must be taken from users to judge the advancement, identify new problems, and
respond to them within time.
6. Maintenance of the System
Maintenance of the newly implemented system is an on-going process (Prgomet et al.,
2016). Over time, its progress, up-gradation, and costs related to infrastructure are maintained.

CASE STUDY 8
Not only this, but the new changes required to enhance the capabilities of the present system is
also an important part.
These measures must be evaluated from time to time, or consequences can be faced. The
organization should reexamine the implementation because, with time, needs change, new
processes are introduced, and systems get outdated. Therefore to keep up with further
enhancements that can bring benefit, it is important to keep the evaluation on board.
Consequences
Following failures may occur in case a system is not examined:
 Users may get frustrated and reject the new system (Jungwirth & Haluza, 2019).
 Management must inform users properly; otherwise, it may cause issues.
 Any lacking resources by the management may collapse the system’s performance.
 The system may over-ride if it is not tracked and maintained.

CASE STUDY 9
References
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https://doi.org/10.1136/amiajnl-2013-001684
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Jungwirth, D., & Haluza, D. (2019). Information and communication technology and the future
of healthcare: results of a multi-scenario Delphi survey. Health informatics
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Krick, T., Huter, K., Seibert, K., Domhoff, D., & Wolf-Ostermann, K. (2020). Measuring the
effectiveness of digital nursing technologies: development of a comprehensive digital
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research, 20(2), e41. doi: https://doi.org/ doi:10.2196/jmir.8793

CASE STUDY 10
Morrison, Z., Robertson, A., Cresswell, K., Crowe, S., & Sheikh, A. (2011). Understanding
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