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Even amid so much resistance, why are healthcare organizations undergoing ERP implementations? Aside from automating and streamlining administrative tasks, like appointment scheduling and insurance filing, ERP systems and EHR systems allow providers to improve patient care. Ultimately, the benefits of ERP in healthcare are similar to the benefits of ERP in other industries ó ERP can create a more streamlined and structured work environment that improves employee performance and removes inefficiencies.
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There are a few barriers that can hinder the successful implementation of any change. These include:. While all these factors can contribute to employee resistance, the healthcare niche has a unique force at play. In this field, clinical and administrative staff are more likely to view their job as a vocation or calling. Convincing these employees to loosen their grip on proven processes can be challenging, as they often resist any strategic agenda behind a technology implementation, even if there is concrete data behind it.
The key is focusing on change management ó one of the ERP implementation best practices we recommend for all clients. Here are some steps you can take along the way to help optimize your organizational change management efforts:.
In other words, resist the urge to simply rattle off a list of features and benefits. Instead, tailor your communication and ask for employee feedback. This will help you determine what additional change management efforts are necessary.
Some employees will benefit from one-on-one meetings where they can ask questions about their unique role. These are just two tactics that you might add to your communication plan.
To learn about more tactics you can employ, read our blog post, 5 Change Management Communication Tips. In addition to asking employees how they feel about the change, allow them to share their day-to-day pain points. Then, explain how the new technology or new processes will help solve those issues. For instance, your administrative staff members might be tired of fielding patient complaints about office wait times.
For any change to be long-term and effective, your C-suite must be a united front. They must reach a consensus regarding the project vision even if your CEO and chief strategist have different goals. This alignment will ensure that you have adequate resources and funding to ensure a successful ERP implementation.
In addition, it will eliminate confusion among employees who might be hearing mixed messages from the top. As mentioned, healthcare providers are historically wary of change, due mainly to the close connection they feel to their occupation.
Increasing project-related collaboration is a great way to build trust as employees are generally more trusting of leaders who are willing to listen to their concerns and ideas. Chances are, each of your employees has an overarching goal that motivates what they do. Asking employees what drives them helps you tailor your message to their unique passions and may even reveal additional opportunities for improvement that you may be able to address through advanced ERP functionality or through business process reengineering.
However, we have found that employing change management in healthcare organizations is an effective way to mitigate change resistance. Our organizational change management consultants have helped organizations across a variety of industries manage the people side of change through the use of organizational assessments, customized training, strategic communication and more.
Learn about the importance of change management and learn what other ERP consulting services we offer by requesting a free consultation below. However, this effort is not without its challenges. While the thought of new ERP software is exciting, there are a variety of other technologies out there that you may want to adopt after your new ERP is in place. This ERP system will be with you for the next 10 or more years, so it will inevitably have to integrate Call us at Improving Key Metrics.
A few of the key operational metrics that these systems can help improve include: Length of average visit Readmission rates Average wait times Patient satisfaction Ultimately, the benefits of ERP in healthcare are similar to the benefits of ERP in other industries ó ERP can create a more streamlined and structured work environment that improves employee performance and removes inefficiencies.
This is especially true in the world of health care and health IT HIT ó two of the most change-oriented industries. Consider the amount of regulatory change and emerging new payment and business models that we're seeing. These requirements and mandates, paired with the constant innovation in the IT space, invariably impact the operations and outcomes of care delivery. This change affects health care professionals at every level, from the physician dealing with new reimbursement models, workflow alterations and regulations to the leader evaluating strategies for profitability and patient satisfaction.
Change in our industry is a reality, and as leaders, it's essential to manage the impacts of change for the benefit of the health care organization, the care team and, most importantly, the patient. Health care is too important to stay the same , and health care professionals should understand how to manage change when it inevitably comes. Following are some key strategies for navigating in times of change.
Regulatory adjustments, shifts in consumer behavior patterns, the accelerated pace of IT development and the aggressive rate of health care organization consolidation are all factors in the health care industry. There are a number of factors driving up the rate of consolidation among hospital organizations and physician practices, including the shift from fee-for-service to value-based payment models and the changes brought on by the Affordable Care Act and the current discussion around its repeal and replacement.
For many, the potential need to change ó especially to create new partnerships, become part of an organization or affiliate with a larger organization ó is top of mind. For decades, marketers in other industries have been appealing to the consumer by making their experience more connected and more personalized.
It's no surprise that health care consumers expect similar engagement strategies from providers. Increasingly, consumers want to be more involved in their health care decisions, and that means providers are looking to innovative technology, informed patient engagement strategies and different organizational structures to drive better patient experiences. These factors can result in disruptive, voluminous and rapid change.
The first step in leading through such dynamic times is to expect and accept change. Rather than resisting or avoiding what can feel like looming disruptions, it's important to proactively engage. Whether it be an organizational shift, a change in business models being adopted or an improvement in technology, it is important to seek to understand the drivers, goals and expected outcomes of such change. Understanding the rationale for any given change is essential to being able to not only support, but to positively impact, the intended outcome.
Think about what the change may mean to the organization, your team, your patients and you personally. Considering all the impacts in advance can provide a blueprint.
Communication is the foundation of a successful change management strategy. Most important is communicating the right content, at the right time, to the right stakeholder. When change comes for a health care organization, it happens on multiple levels ó and the pieces move differently.
For example, an organization's leader is not going to broadcast a discussion about consolidation until decisions are made. At that point, transparency is key in communications with the internal team.
Those are the people who will help develop an external communication strategy so that the community and patients the organization serves are included in the change. For CIOs who are reframing their IT plans for the future, it's essential to engage stakeholders early and be transparent about what is coming.
Engaging stakeholders will help define an IT implementation and adoption approach that will positively impact team members and their work processes. Part of being transparent is inviting them into the change process.
There will be questions and concerns through every stage of the change process, and perhaps the most important thing leaders can do is to pay close attention to their people. Open and frequent communication is essential. Consider using a variety of forums such as email, blogs, newsletters, town halls and roundtables, all of which can help establish trusted relations in advance of and in the throes of change.
WebSep 26, †∑ Employees are a healthcare organizationís most valuable asset. Strategic approaches can help an organization nurture this asset during potentially turbulent . Change Management's Importance in Healthcare. Change management assists practices in achieving organizational goals while minimizing change resistance from care staff. According to professionals at a healthcare event in Dubai, healthcare executives must develop focused, structured change management plans to guide personnel and achieve desired outcomes. During major or minor organizational transitions, an effective plan alleviates care teams' anxiety, confusion, and stress. WebSep 14, †∑ Change management in healthcare is about preparing and supporting an organization as changes such as new technologies, processes, or workflows are rolled .