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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)

Record type: Article


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.

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Submitted date: 2009
Accepted/In Press date: 2009


Local EPrints ID: 71396
ISSN: 0952-6862
PURE UUID: 991fa71e-335c-4cbf-9096-5e7f2b6a6fe6

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Date deposited: 09 Feb 2010
Last modified: 19 Jul 2017 00:00

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Author: Udechukwu Ojiako
Author: Stuart Maguire
Author: Lenny Koh
Author: Tracey Grainger
Author: Dave Wainwright

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