Enhancing healthcare IT modernization with people-centered change management

The transformative power of cloud technology is creating a significant shift across the healthcare industry. From enhanced data analytics to improved patient care and streamlined operations, the cloud's potential to improve healthcare is undeniable. Amid the excitement, healthcare leaders should pay attention to a crucial yet often under prioritized aspect of successful cloud adoption: change management.   

Understanding the power of robust change management  

According to a Towers Watson study, organizations with effective change management and communication practices are 3.5 times more likely to outperform their peers, highlighting its vital impact on your cloud journey. Undervaluing its importance can stifle adoption, impede user proficiency, and reduce your ability to realize the full benefits of cloud investment. However, when change management is at the forefront, advancements in patient care, operations, and strategic goals can be accelerated.  

Strong change management is possible when leaders acknowledge implementing new technology isn't just about going live. People are at the center of everything in healthcare, and adapting workflows, processes, and organizational culture is dynamic, complex, and emotional. Every internal and external stakeholder must be prepared, equipped, and supported through the change to succeed in a health IT modernization effort.  

Tackling change management challenges amid cloud transformation

Research from McKinsey & Company suggests about 70% of change management efforts fail. Poor planning, unrealistic expectations, lack of governance, and breakdowns in communication are some of the culprits. Navigating these challenges requires a practical change management framework embedded within your cloud project plan from the beginning. This framework should include: 

• Leadership alignment and accountability: Ensure everyone understands and champions the cloud journey, from C-suite executives to frontline staff. 
• Stakeholder commitment: Involve all impacted parties in the planning and decision-making to foster buy-in and ownership. (In this panel discussion, Nordic physician leaders offer valuable strategies for creating a positive clinician experience during an EHR consolidation.) 
• Change-specific communication: Explain the "why" behind cloud migration, highlighting its benefits for everyone. Regular updates, transparent Q&A sessions, and open communication channels can help build trust and engagement. 
• Effective planning and dedicated teams: Develop a well-defined plan with clear goals, milestones, and responsible parties. Consider setting up dedicated change management teams to shepherd the process. 
• Aligned operating models, processes, and roles: Assess how the cloud will affect existing workflows and adapt accordingly. Clearly define new roles and responsibilities to avoid confusion and uncertainty. 

Establishing a people-centered cloud journey

People respond to change best when they can be active participants. It's critical to ensure every user group understands the "why" and "how" of the cloud journey and has a voice throughout the process. These considerations can help you humanize your change management strategy:  

• Empathy is critical: Acknowledge and address concerns about job security, data privacy, and work-life balance. Open dialogues and proactive measures prevent anxieties from becoming roadblocks. 
• Empowerment through training and resources: Provide targeted training and resources tailored to different roles and skill levels. Consider user adoption champions and mentorship programs to guide colleagues through the transition. 
• Celebrating wins, big and small: Recognizing and celebrating early wins and individual contributions keeps motivation high and reinforces the positive impact of the change. 
• Longitudinal perspective: Remember, change is a journey, not a destination. Anticipate and address downstream impacts throughout the migration process. 
• Avoid change overload: Gartner research shows the average employee experienced 10 planned enterprise changes in 2022, up from two in 2016. As a result, employees' willingness to support enterprise change dropped from 74% in 2016 to 43% in 2022. As you implement the cloud, be mindful of other organizational initiatives competing for attention or resources. Spreading change too thin can be detrimental. 
• The right champions make all the difference: Find enthusiastic early adopters to serve as change champions, fostering a collaborative and supportive learning environment. 
• Strategic partnership: Evaluating, planning, and executing change management can be difficult. A strategic partner can help your organization structure and enact a comprehensive, custom change management plan that enables success throughout the life cycle of your cloud project. 

Prioritizing people-centered change management can help you unlock the true potential of cloud technology. Investing in your workforce, fostering a culture of continuous learning, and proactively addressing concerns are essential to boosting cloud adoption and securing its long-term advantages for your patients, providers, and organization.

Want more useful insights on modernizing your health IT infrastructure? Read Nordic’s e-book, “Preparing for the cloud-powered future of healthcare.”