Loose Coupling and Healthcare Organizations: Deployment Strategies for Groupware
Computer Supported Cooperative Work
Managing IT implementation processes
International Journal of Business Information Systems
Same system---different experiences: physicians' and nurses' experiences in using IT systems
Proceedings of the 23rd Australian Computer-Human Interaction Conference
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This paper presents a longitudinal evaluation of user adoption during a Patient Administrative System (PAS) deployment. The research was performed at three units within a Swedish university hospital. Both qualitative and quantitative methods have been used to gather data before, during and up to two years after the deployment. The results show that all users experienced usability problems. After two years of usage the system was still not considered to be as supportive as the old system. The users that were required to use the system felt unsure and stressed about whether all information was consulted or not. The users that were less dependent on the system solved the problems by not doing the tasks; instead they let the clerks continue to do the PAS tasks as they did before the deployment. The results indicate that time will not heal usability problems; instead they need to be addressed in other ways.