Softer perspectives on enhancing the patient experience using IS/IT

Ojiako, Udechukwu, Maguire, Stuart, Koh, Lenny, Grainger, Tracey and Wainwright, Dave (2009) Softer perspectives on enhancing the patient experience using IS/IT. International Journal of Health Care Quality Assurance, 23, (2)


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Abstract: Purpose - This paper will 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.

Originality/value - This paper is concluded with a request for more attention be to paid to the softer side of IS/IT delivery, implementation, introduction and adoption.

Article Type: Case study.

Item Type: Article
ISSNs: 0952-6862 (print)
Related URLs:
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
R Medicine > RA Public aspects of medicine
Divisions : University Structure - Pre August 2011 > School of Management
ePrint ID: 71396
Accepted Date and Publication Date:
2009In press
Date Deposited: 09 Feb 2010
Last Modified: 31 Mar 2016 13:02

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