Managing Technology Implementation & End-User Experience in Healthcare

The Challenge of Implementing New Technology

New technology is critical to modern healthcare, improving efficiency, enhancing patient care, and streamlining operations. However, even the most advanced solutions can become obstacles if not implemented with a clear strategy. Successful technology adoption requires more than just deploying new software to manage end-user expectations.

When IT, clinical informatics, and frontline staff work in alignment, technology becomes a tool for efficiency rather than burden. This blog explores how healthcare organizations can optimize training, standardize governance, and ensure smoother adoption of new technology.

The Importance of Structured Training for New Technology

Healthcare technology implementations vary in complexity. Some require only a brief introduction, while others demand weeks of preparation, hands-on training, and real-time support during go-live. Organizations must tailor their training approaches to match the scope of each implementation, ensuring users receive the appropriate level of education.

A mix of training methods helps meet different learning styles and job roles, including:

• Pre-launch education: Web-based learning modules, tip sheets, and overview sessions to introduce key functionalities.
• Hands-on training: Interactive sessions where clinical informatics teams provide direct support.
• Post-launch rounding: Continuous feedback, troubleshooting, and reinforcement training after implementation.

Training must be comprehensive and flexible, accounting for both self-directed learning and hands-on support. As Wesley Jayroe, Director of Enterprise Applications, explains, successful training goes beyond pre-launch education:

“We provide tip sheets, education in advance, and hands-on demos, but we also stay on-site to support users at go-live, making sure they have what they need.”  

-Wesley Jayroe, Director of Enterprise Applications

To ensure a smooth transition, staff need clear escalation pathways so they know where to turn for help. Regular rounding by clinical informatics teams also helps catch adoption challenges early, providing real-time feedback and support.

For large-scale rollouts, peer-led training models, such as "elbow support" teams, can be deployed. These superusers—often experienced nurses—receive advanced training before go-live, enabling them to assist their colleagues in real time. This approach not only enhances knowledge retention but also reduces the burden on IT and informatics teams.

Standardizing Processes for Effective Technology Adoption

Standardized governance ensures consistency in how technology decisions are made, implemented, and maintained across an organization. Without it, hospitals risk redundant purchases, workflow disruptions, and inefficiencies in IT resource allocation.

A well-defined governance structure includes:

• A centralized technology request process – Prevents duplicate software investments and ensures alignment with enterprise-wide strategy.
• Formalized review and approval protocols – Defines which changes require leadership sign-off, expediting decision-making.
• Cross-functional collaboration – Ensures IT, clinical informatics, and operational leadership work together to evaluate solutions.

For example, in many health systems, governance teams assess whether a new technology request aligns with existing solutions before considering implementation. By integrating clinical informatics into the decision-making process, organizations prevent unnecessary purchases while ensuring that new technology supports—not disrupts—clinical workflows.

Preventing Uncoordinated Technology Implementations

When new tools are introduced without proper IT and informatics oversight, they can negatively impact clinical efficiency and require costly workarounds. To prevent this, healthcare organizations must take a proactive approach by ensuring that all new technology undergoes rigorous evaluation before deployment.

To prevent fragmentation, healthcare organizations are:

• Centralizing technology requests to ensure all new implementations go through a structured evaluation.
• Assessing existing solutions first before approving new purchases to avoid redundant investments.
• Maintaining regular communication between IT, clinical informatics, and corporate leadership to align priorities and anticipate challenges.

By involving end users early in the decision-making process, hospitals can address concerns before implementation, reducing resistance and increasing adoption rates. Clear coordination between IT and clinical informatics also ensures that technology rollouts are seamless, well-supported, and aligned with broader organizational goals.

Managing End-User Expectations and Adoption Resistance

Even when technology improves efficiency, end users may resist change—particularly if they don’t understand why the new system is necessary. Proactive communication is critical to overcoming skepticism and ensuring successful adoption.

Instead of just announcing and rolling out updates, organizations should explain:

• The purpose behind the change – How will the technology improve patient care, enhance workflows, or reduce administrative burdens?
• Expected benefits to end users – Will it save time? Minimize repetitive tasks? Improve safety?
• How concerns will be addressed – Open forums, training sessions, and feedback loops can help ease the transition.

Resistance often comes from disrupting established routines. For healthcare professionals focused on patient care, new software can feel frustrating if it slows them down, adds extra steps, or complicates their workflow. To ease the transition, change leaders should:

• Actively listen to staff feedback and make real-time adjustments where possible.
• Escalate valid concerns to leadership to explore workflow refinements.
• Provide ongoing training and reinforcement to support long-term adoption.

“It’s really about trying to explain the why to our end users. – ‘I know this is frustrating. I know it's a change to your workflow. But here’s why this is important and how it benefits you.’”  

-Valere Lemon, Division Director of Clinical Informatics

By positioning technology adoption as a collaborative effort rather than a top-down mandate, healthcare organizations can foster greater engagement and reduce resistance.

The Key to Effective Technology Implementation

Successful healthcare technology adoption requires a structured training model, clear governance, and proactive engagement with end users. When IT, clinical informatics, and leadership work together from the start, hospitals can avoid common pitfalls and make rollouts smoother.

A well-coordinated approach leads to:

• Higher adoption rates and reduced resistance – End users are more likely to embrace new technology when they understand its purpose and benefits.
• Optimized IT investments – Standardized governance prevents redundant purchases and ensures solutions align with broader enterprise goals.
• Improved patient care and provider efficiency – When technology is implemented with clinical workflows in mind, it enhances—not disrupts—daily operations.

When implemented strategically, technology becomes a competitive advantage—enhancing efficiency, improving patient outcomes, and supporting long-term digital transformation.

To hear more expert insights, listen to our related podcast episode, where industry leaders discuss best practices for optimizing technology adoption in healthcare.