Workarounds in the use of IS in healthcare: A case study of an electronic medication administration system

Authors:
Zhenbin Yang;Boon-Yuen Ng;Atreyi Kankanhalli;James Wei Luen Yip
Affiliations:
National University of Singapore, Department of Information Systems, School of Computing, 15 Computing Drive, Singapore 117418, Singapore;National University of Singapore, Department of Information Systems, School of Computing, 15 Computing Drive, Singapore 117418, Singapore;National University of Singapore, Department of Information Systems, School of Computing, 15 Computing Drive, Singapore 117418, Singapore;National University Heart Centre Singapore, Cardiac Department, NUHS Tower Block, Level 9, 1E Kent Ridge Road, Singapore 119228, Singapore
Venue:
International Journal of Human-Computer Studies
Year:
2012

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Abstract

Healthcare information systems such as an Electronic Medication Administration System (EMAS) have the potential to enhance productivity, lower costs, and reduce medication errors. However, various issues have arisen from the use of these systems. A key issue relates to workarounds as a result of a misfit between the new information system (IS) implementation and existing work processes. However, there is a lack of understanding and studies on healthcare IS workarounds and their outcomes. This paper applies the theoretical perspectives of accommodation to misfit and IS evolution to understand the phenomenon through an in-depth case study of an EMAS implemented in a large public hospital. Based on the findings, it develops a process framework to explain how the benefits, issues, and workarounds inter-relate and determine the impacts of the system. The findings have implications for research and practice on workarounds in the use of healthcare IS.