Softer perspectives on enhancing the patient experience using IS/IT
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 9 February 2010
Abstract
Purpose
This paper aims to argue that the implementation of the Choose and Book system has failed due to the inability of project sponsors to appreciate the complex and far‐reaching softer implications of the implementation, especially in a complex organisation such as the NHS, which has multifarious stakeholders.
Design/methodology/approach
The authors use practice‐oriented research to try and isolate key parameters. These parameters are compared with existing conventional thinking in a number of focused areas.
Findings
Like many previous NHS initiatives, the focus of this system is in its obvious link to patients. However we find that although this project has cultural, social and organisational implications, programme managers and champions of the Connecting for Health programme emphasised the technical domains to IS/IT adoption.
Research limitations/implications
This paper has been written in advance of a fully implemented Choose and Book system.
Practical implications
The paper requests that more attention be paid to the softer side of IS/IT delivery, implementation, introduction and adoption.
Originality/value
The paper shows that patient experience within the UK healthcare sector is still well below what is desired.
Keywords
Citation
Ojiako, U., Maguire, S., Koh, L., Grainger, T. and Wainwright, D. (2010), "Softer perspectives on enhancing the patient experience using IS/IT", International Journal of Health Care Quality Assurance, Vol. 23 No. 2, pp. 187-208. https://doi.org/10.1108/09526861011017102
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited