Are tech solutions the only solution?
How to think critically when solving healthcare operations issues
By Pamela J. Gallagher
Within the next five years, technology could be performing as much as 30% of tasks commonly performed by people in today’s workplace, according to Supply Chain 24/7.
People tend to react to statistics like this in one of two ways. Some throw their full confidence behind the inevitability of technology, believing it to be the solution to nearly every financial or operational issue. Others view these numbers through the lens of a “doomsday-er,” prophesying that technology will upend business-as-usual—for the worse.
Whether 30% of people-powered tasks will be fueled by technology a few years from now, I can’t say. But here’s what I do know: The future of the workplace and of the healthcare industry will look different than it does today. We just have to make sure it’s going to be better. With the costs of technological solutions playing a role in the skyrocketing cost of healthcare, hospital executives must think critically when considering tech solutions to operational issues.
How can you tell if a tech solution is 1. necessary, and 2. worth the time and money to implement?
Identify the problem.
First, clearly identify the problem. Whether it’s recurring issues or time-consuming tasks that can be automated—too many hospitals assume that technology is the only answer to the business-side problems they are facing. Without this crucial initial step of identifying the exact issue, healthcare entities run the risk of implementing a technology that only addresses a symptom of a much larger issue. When executives fail to pinpoint the true problem, an ill-fitting tech solution will often serve to exacerbate the issue rather than solve it.
In my experience, operational problems almost always need more than just a technological fix. Insufficient training, an employee’s lack of skill to fit the task, or inefficient processes are often at the root of the issues that hospitals are facing. Address these root issues first, then if problems or inefficiencies remain, consider how cost-effective technology could help.
Explore solutions.
Armed with a clear picture of the specific problem, multiple solutions—both technological and process-based—should be considered. A high-powered car can get you where you need to go, but if you just need to go across the street, there may be another, more efficient and cost-effective way to get there. Consider that before assuming the best solution to your problem must be technological.
When exploring and evaluating technological solutions specifically, here are a few guiding thoughts:
It is essential to take the big picture into account. A micro-view isn’t going to serve you well if you’re looking for long-term solutions. As an executive, you must consider how a given technology solution is going to affect other areas of your hospital’s infrastructure.
Determine what the total costs are. Software updates, onsite adjustments, employee training (and re-training if your hospital has high turnover)—all these have a cost beyond that of the sticker price of a tech solution. In fact, a lot of tech companies make their money in training fees. Think critically and ask good questions in the RFP process to avoid surprises in the future.
Get a clear understanding of information ownership. Who owns or can access the info if it’s cloud-based? What happens if the tech company goes belly-up? Is there a continuity or transition plan? What will happen to the data if a system is sunsetted? Will the data be archived or migrated to a new system? This is needs to be communicated early in the consideration process.
The scalability of a given tech solution to your hospital’s needs will help determine its cost-effectiveness. Some technology can “go from 0 to 60,” but if you only need to go to 30, it’s likely not worth the cost.
Include the total expense of implementation. This goes beyond the cost of training. Perhaps a given technology is so advanced that it can replace multiple employees, but the cost of finding a person who has the skills to run it could hurt you financially in the long run.
Technology solutions CAN increase efficiencies and reduce expenses, if the proper technology solution is implemented.
Resources:
Privacy and Its Relation to Cloud-Based Information Systems, IT Today