Tech implementation in the NHS; the importance of change management

Maria Elisseou,
Chief Operations Officer

In the last three years, the NHS has seen a rapid take-up of tech innovations. Since the release of its Long Term Plan (which states better use of digital technology is vital for better, safer care) and the Covid-19 outbreak, there have been dramatic increases in tech services used by both patients and frontline staff.

But, with this unprecedented growth, comes a number of challenges. The risk of failure remains a top concern, yet getting buy-in from users is still the most difficult (and crucial) element of effective implementation. 

We know that technology does not work without the people to back it up and engage with it. So how can we ensure these time-saving and potentially life-saving solutions are successfully adopted?

In this article we explore the importance of change management within the NHS, and how we, as a leading healthcare tech provider, support organisations through this challenging process.

Why change management is important for the NHS

As NHS organisations become increasingly complex, patients' expectations continue to expand; the adoption of tech innovations is no longer just expected but is now normal daily practice.

The digital technology that exists today has the potential to transform the way patients receive healthcare - and so, effective implementation of such innovations is paramount. Getting support from frontline users and changing behaviours in the healthcare sector is intrinsically linked to the success of these projects. Yet doing so remains extremely challenging.

The NHS has seen many new innovations over the years, some of which have been introduced poorly, or at a time where employees are overworked and sceptical of new systems. Either way, this leads to a lack of adoption and engagement. And if no one uses the technology, the organisation simply won’t reap the benefits.

It is therefore vital that NHS organisations consider change management as a key part of implementation.

How NHS organisations can successfully implement new technology through change management

Change management is one of the most important pre-implementation activities - no matter how big or small the change. 

Here, we share 5 key areas of successful change management, each contributing to the effective, sustainable integration of new digital innovations in the NHS.

1/ Ensure leadership endorsement

To fully engage your entire scope of users, you must implement a shared purpose. This is the unification of beliefs, values or systems with a common challenge or goal, to nurture an emotional commitment to a cause - or in this case, a change within the organisation.

To achieve a shared purpose, you must create space for users to find commonalities and inspire them to join forces towards a common goal. Each of the above steps will help to reach this purpose in addition to the below:

• Unite diverse groups of users by implementing collaboration and discussion between people from different levels, teams and sites

• Listen and understand other peoples’ perspective throughout the change management process

• Create a level playing field, free from hierarchy

• Include patients and other users outside the organisation to bring a unique insight

2/ Engage and empower key stakeholders

Before planning the implementation process, you must ensure all key stakeholders are onboard and understand the reasons why the change is required. Getting their views and feedback early on is key to engaging the rest of your workforce.

• Include all stakeholders who will have a part to play in making changes from the initial design stage

• Provide a clear and easy-to-understand rationale for the change

• Share a visual timeline with key stages and an outline of what to expect

• Enable teams and leaders to support each other with a space to ask questions and share advice

3/ Assign a dedicated project owner

Often a digital project fails due to lack of ownership and coordination. But with a dedicated project owner you can eliminate this risk by ensuring the entire implementation and change management process is overseen. 

A successful project owner is someone who is respected among your organisation and has the capacity to engage with their colleagues. As well as managing the more technical aspects of the project, they will have a key role in encouraging the adoption of the new solution, so will need to have a certain influence and positive reputation among the team.

4/ Prepare for resistance

Humans are inclined to resist change. No matter how much you cater to change management, there will always be those who doubt the implementation of new systems. However there are steps you can take to reduce this negative response.

• Hold demonstrations with users before training begins

• Discuss how the technology addresses each type of user’s individual problems

• Create a safe space for feedback and genuine two-way conversations

• Ask users questions for collaborative communication and personalised solutions

5/ Communicate effectively

Clear, inclusive communication is key to building trust and collaboration in the workplace - two factors that heavily impact the adoption of new technology. Ongoing updates and a visual representation of the implementation process is a great start, but to go the extra mile, we recommend including the below into your comms strategy:

• Provide clear timescales and project goals

• Regularly provide opportunities to present feedback

• Consistently highlight short and long-term benefits

• Celebrate successes and accomplishments throughout implementation

Implementation with Locum’s Nest

At Locum’s Nest, we truly believe in the vision for unifying the healthcare workforce and creating seamless and advanced technological solutions to support the changing needs of the NHS. 

We have led over 50 successful implementations of our leading rostering technology across 300+ NHS sites - so we know exactly what it takes to launch a new solution across multiple sites.

Change management is an integral part of any implementation we deliver. From a dedicated single point of contact and frequent meetings with our senior management team, advice and best practice sharing from across our partner organisation to communication templates and open feedback forums. At Locum’s Nest, supporting the change management process, not only the technical implementation aspect of it, is key to our values and vision.

What’s more, our team of workforce technology experts comes from a very diverse range of NHS backgrounds, from rota coordinators, to HR directors, agency liaison officers and healthcare professionals. We are here to directly engage with and answer any questions. We’ll also provide clear, accessible training throughout the implementation to ensure all users are familiar with each of our award-winning features.

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To find out how your NHS organisation can benefit from the Locum’s Nest workforce solution, please get in touch with our co-founder, Dr Ahmed Shahrabani, on ahmed@locumsnest.co.uk or contact the team here.