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LEADing Change Big or Small to Improve the Patient Experience

Posted on July 28, 2015 by Valerie Leung

Are you or your organization considering a digital health implementation or optimization? Change is often driven by frontline clinicians and your voice can make all the difference. Learn how others have reaped the benefits of digital health while advancing professional practice…this is what the National LEADing Practices initiative is about.

Launched as part of Infoway’s Clinical Engagement & Leadership Strategy and in partnership with Accreditation Canada, the National LEADing Practices Initiative recognizes organizations that exemplify one or more of the five benefit areas of digital health and represents best practice characteristics for the use in practice: Learning from others; Exemplifying benefits; Accelerating adoption; and Delivering results.

At first glance, this year’s six LEADing Practices award recipients could not be more distinct. While all are industry leaders in using digital health to strengthen clinical practice and improve the patient experience, they are diverse in both size and the sectors they represent. On closer inspection, what becomes apparent for these LEADing Practice organizations is their common appreciation of change management as vital to the success of their respective digital health initiatives.

Recently, I had the pleasure of moderating a panel session at e-Health 2015 where Ontario Shores Centre for Mental Health SciencesNova Scotia Health Authority (Central Zone) and Alberta Health Services shared their valuable insights on how their LEADing Practices create connections and enable person-centred care. Importantly, that conversation highlighted the need for workflow analysis & integration (part of the National Change Management Framework), which in all three cases was a key driver for other change management activities such as stakeholder engagement, training & education and monitoring & evaluation.

From the panelists’ perspectives, investing time and effort in these benefit areas has paid huge dividends in achieving digital health implementation across their respective organizations, regions or provinces/territories.

The other three LEADing Practices highlight the flexibility of the National Change Management Framework to be scalable and the crucial role that change management plays in smaller organizations.

In fact, the Health Sciences North Emergency Department’s singular focus of their LEADing Practice was implementing a change management strategy for transitioning from a pre-existing paper workflow to fully electronic documentation. The Centre for Family Medicine, reported implementing “change management coaching” to help their clinicians optimize the EMR to better support chronic disease management in primary care. And Dr. Elizabeth Sawyers, a solo general practitioner, identified two key success factors to moving towards a completely automated practice: Identifying patients as stakeholders and engaging them, as well as training and providing ongoing support for her office staff.

I encourage you to learn more about LEADing Practices which are remarkable real-life examples of how a focus on change management has gone a long way to improving the patient experience.

Have a comment about this post? We’d love to hear from you.

vleung 100Valerie Leung

Valerie is a practicing hospital pharmacist and advocate for the use of digital health to improve patient care. She is a Clinical Leader at Canada Health Infoway where she provides clinical expertise and support to a number of Infoway initiatives.


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