After 30 years in health IT, we’ve seen a few things. IMO Health has steered thousands of organizations through our solution implementations and upgrades, but no matter their size or sophistication, managing tech changes is no easy feat.
That’s because change, at its core, isn’t about technology – it’s about helping employees to shift behaviors and mindsets. Anyone who has been through it knows that modifying entrenched workflows and daily routines requires real cultural change to stick.
In a recent webinar hosted by IMO Health, we gathered a panel of clinical, operational, and tech leaders to discuss the challenges of change management. Given the lively discussion and positive feedback, we decided to extend that exploration into a new insight brief, Beyond go-live: How people-powered change drives health tech adoption. In it, we examine some of the popular models of change management, share insights from experts who have led successful implementations, and provide a 5-phase checklist for those steering change in their organizations.
To download the brief, click the button below. For an excerpt on some of the common themes found in change management frameworks, keep on scrolling.
Leadership and sponsorship
Strong, hands-on leadership is what turns a change plan into real progress. In healthcare, that means executives and physician champions must do more than give approval. They need to show up, listen, and lead by example. When leaders make time to understand frontline challenges, communicate clearly, and stay involved through training or go-lives, it shows that the change is supported from the top. Research backs this up, as change management is now seen as a “core competency” for healthcare leaders and managers. Credible, trusted leadership helps staff see that change has purpose and that they are not being asked to navigate it alone.
“Change management is no longer considered optional in health tech, it’s the determining factor that differentiates successful product adoption. The key is having the right people leading the charge, otherwise you’re not positioned well to succeed.”
– Michelle Kopronica, VP, Client Success at IMO Health
Communication and engagement
Change in healthcare succeeds when communication is clear and consistent. Clinicians and staff need to know what’s coming, how it will affect them, and where they can ask questions or share feedback. The most effective teams create space for that dialogue early through pilot programs, end-user input, and peer-to-peer storytelling that turns communication from a top-down message into a shared effort.
“We had a physician, years ago, who used to say, ‘Communicate everything six different ways and you’ll still have half your staff say they never saw it.’ And he was not wrong. You cannot overcommunicate when something’s coming down. You’ll have a few people say, ‘Oh, I heard that already,’ but most of them, you’ll be lucky if you hit them once out of the six times.”
– Joanne Bousquet, Application Analyst at Concord Hospital Health System
Training and support
To help change take hold, staff need the right tools, training, and support. That means creating regular opportunities to learn and ask questions, like weekly office hours, feedback loops, lunch-and-learns, short videos, and how-to guides. But even with these tools, technology adoption can fail if users don’t feel sure of their ability to use it. In healthcare, building that confidence might mean using simulation environments, leveraging super-user networks, or implementing in-system pop-ups that provide quick, on-screen guidance right when it’s needed.
After implementing a new ambient AI solution, Confluence Health started an informal chat forum to support users during training and adoption.
“We created a Teams channel for these 25 users, and it’s the chattiest group I’ve ever seen. They answer each other’s questions, share tips, and record what they’re doing. It’s an experience I’ve literally never had.”
— C. Becket Mahnke, MD, CMIO at Confluence Health
