What we have learned about implementing new technology in the NHS - Part 1

Introducing new technology into the NHS is not as easy as it looks. Whether you are implementing an organisation-wide EPR or bringing innovation to a small service, the things you have to think about are the same.

What is the problem we are trying to solve?

When we start working on a project, the first question we ask is always: “What is the problem we are trying to solve?” In fact, is there a problem at all? Or can the problem be solved without investing into new technology?

Talking through the background of the problem, how it came about and asking the right questions can help us and the team that approached us to really drill down to what is it exactly that we are trying to achieve and pinning down exactly what outcomes we need.

Ensuring that the right people within the clinical team are involved in this conversation is key. They will be the ones to tell us if a piece of technology addresses what it needs to, can it be integrated into the existing workflows and whether it makes life easier for them.

Understanding what we are trying to achieve and what the end goal is, is absolutely key to find the right technology, to getting staff on board with the new technology and ensuring that the project is successful.

Who is part of the patient group?

If the new technology is going to be patient facing, understanding the needs of the patient group is essential for patient engagement. If the new software or equipment is accessible and patient-centric, it can empower individuals to take control of their health, improve access to services, and enhance people’s healthcare experience, whilst relieving pressure on staff.

Speaking to patients or members of the clinical team to understand the cohorts’ needs as well as their ability to access and use technology is key to patients accepting the technology but also for us to help you find the right technology. The new solution must be user-friendly and inclusive across the board to avoid creating barriers to care. To test this, and the solution in general, we run pilots to see what works well and what still needs to be looked at.

However, it might be that a small part of the patient cohort is not able to or want to use the new software or equipment, no matter how much we try to cater to their needs. Depending on what the clinical team is trying to achieve, that might also be ok.

What do the staff team need?

Our team is always led by the clinicians or operational staff who have approached us. It is key that the trialling or implementation of any new solution involve the staff team from the beginning. As per the above two points, we invite as many members of a staff team to help identify the problem and talk about what patients and what they themselves need the new technology to do. Without getting the staff team on board, there is a good chance that the implementation will fail or at least, it will be considerably more difficult. If the team is too big for everyone to be involved, we are led by those who are involved in the project to make sure that they can still have a say in other ways and that they are regularly informed of what is going on.

There is a need to engage the whole team from the beginning of the project to the end, as they will not only be the ones using the technology but the ones who help patients to use it as well. We all need time to learn new things and to practice. We like to encourage investment in not only one off training, but, if needed, an ongoing training plan to refresh staff’s knowledge or to get new members of the team to learn the ropes. This should not just cover how to use the technology but also its clinical benefits and potential to enhance patient care.

The staff team members are also the best placed to tell you have the new technology works with the old way of working. It is very likely that, even for the smallest of projects, some existing processes will have to be reviewed or even completely overhauled to ensure that the team are reaping all the benefits of the new solution and it does not create more work for them.

To be continued in What we have learned about implementing new technology in the NHS - Part 2