Title Tick a box, any box : a case study on the unintended consequences of system misuse in a hospital emergency department / Reeva Lederman, Sherah Kurnia, Fei Peng, Sulette Dreyfus

Published London : Palgrave MacMillan UK, 2015

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Description 1 online resource : illustrations Series SAGE Knowledge. Cases SAGE Knowledge. Cases Summary Long patient waiting periods and a high administrative load plagued the Emergency Department of a major Australian hospital. In response, the department installed a new information system. Technically, the new system worked perfectly. Yet, within 9 months the department suffered a catastrophic loss of patient revenue. The financial disaster led to senior doctors being forced to abandon their medical duties in order to correct complex administrative problems. It triggered a complete review of training, task and role prioritisation. This case study describes a major and costly error resulting from the use of the newly implemented hospital IS. It traces how the error came about, how the hospital responded and what hospitals could do when deploying new systems to prevent such errors. We examine hospitals as hierarchical organisations with financial and organisational goals that sometimes conflict. The case presented explores the cultural setting of the IS roll-out, where medical professionals are accustomed to autonomy over their work practices and are disinclined to engage in activities that they see as interfering with patient care. The case highlights issues in respect to deployment and adoption. These include user training and consideration for the existing organisational culture and stakeholder practices when implementing large systems that cause significant organisational change. The discussion can be structured around stakeholders' behaviour, user resistance, goal conflicts, power shifts, training, division of labour and work flow management. In addition the case raises governance questions: What mechanisms can be used in IT projects to prevent errors like this from arising? Notes Originally Published InLederman, R., Kurnia, S., Peng, F., & Dreyfus, S. (2015). Tick a box, any box: A case study on the unintended consequences of system misuse in a hospital emergency department. Journal of Information Technology Teaching Cases, 5, 74-83 Bibliography Includes bibliographical references and index Notes Description based on XML content Subject Hospitals -- Technological innovations -- Case studies Hospitals -- Administration -- Data processing -- Case studies Information storage and retrieval systems -- Hospitals -- Case studies Hospitals -- Employees -- In-service training -- Case studies Hospitals -- Emergency services -- Case studies Hospitals -- Administration -- Data processing Hospitals -- Emergency services Hospitals -- Employees -- In-service training Hospitals -- Technological innovations Information storage and retrieval systems -- Hospitals Genre/Form Case studies Case studies. Études de cas. Form Electronic book Author Kurnia, Sherah, author Peng, Fei, author Dreyfus, Sulette, author ISBN 9781526477279 1526477270

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