Le personnel de la réception a du mal à s’adapter au nouveau logiciel de dossier des patients. Comment pouvez-vous les aider à s’adapter avec succès ?

1º Escuchar a quienes tienen las dificultades. 2º Evaluar si las quejas son válidas o simplemente es resistencia al cambio. 3º Si son válidas, retroalimentar de manera poisitiva el círculo cliente <-> proveedor (mejorar el producto). 4º De lo contrario, revisar las políticas que tienden a armonizar el desafío constante de aplicar nuevas tecnologías con las personas que la aplican. Los avances se gozan; padecerlos indica que algo anda mal en el espíritu de la empresa.

The first thing is to commission a training for all the front desk staff to understand the usage of the software. A knowledge-sharing scheme should be the first approach where experts or IT staff will take other staff on the benefits and uses of the software. This will cover the basics. The next thing will involve bringing the consultant that either developed or sold the software to train the staff on the core use, data entry, problem-solving, response timing, etc. This will be an advanced training that will enhance staff knowledge and understanding of the software. This will integrate the staff into the main scheme and ensure problems are solved with the speed of light.

Implementing new software should be by phase/gradual process. A one-off implementation should be discouraged. Even the systems used in departments or units should not all be connected to new software at once. Since the implementation process is a learning process while trying to integrate the patient records online, few systems should be dedicated to it as others are kept on the old software version to access the records based on old knowledge and understanding. A complete integration is only encouraged when staff are fully trained and can show their capacity accordingly. A gradual and phased integration will ensure challenges can be easily addressed with minimal disruption to the workflow.

Continuous support includes training and advanced learning based on the integration and other available software within the organization. Support could also mean providing a user feedback avenue to aid staff users with their concerns. This could mean dedicating an experienced user to answer users' questions whenever there are issues that arise. Opportunities should also be provided wherein the consultant/installer dedicates some time over a certain frame to guide the staff as an after-sales service toward understanding the usability of the new system.

this is the point of improvement as the feedbacks are either used to upgrade the system or to control the negative feelings about the system. Experience should be shared irrespective of how it sounds. The developer and the users learn from this while looking for the opportunity to advance or create addition add-ons that help solve most of the notice difficulties in using the system.