Lesson 15: Change Management in Health Informatics

LESSON 15:
CHANGE MANAGEMENT IN HEALTH

INFORMATICS
LEARNING GUIDE TIME LEARNING
Lesson 15: Change Management in Health Informatics ALLOTMENT RESOURCES
Intended Learning Outcomes 1.5 hours Lesson Content:

15.1. discuss the significance of change management in Lesson 15
health informatics;
15.2. identify common tools, techniques, and practices
during change initiatives; and
15.3. explain the role of health information management
professionals and of telemedicine in the Philippines.
Self-Directed Activity 2.0 hours

Benchmark on a telehealth or telemedicine program that is
being implemented in other developing countries and
discuss how this program can be applied to the Philippine
setting. Highlight the advantage of implementing such
program in the context of the Philippine health care
landscape. Submit a narrative report.
Baseline Concept Understanding 30 minutes

Learning Outcomes Assessment 30 minutes
Political
Changes
CHANGE MANAGEMENT Cultural
Changes
Strategic
Changes
Operationa
l Changes
In the health care industry, the following are factors that contribute to the changes in
management:
1. Regulatory adjustments
2. Shifts in consumer behavior patterns
3. Accelerated pace of IT development
APPLICATION OF CHANGE MANAGEMENT
Change management is defined as a series of tools, techniques, and

processes aimed at successfully effecting change.
The progress of the change initiative can be measured against the
objectives set by the organization (Downey, 2008) which is measured by the key
performance indicators (KPIs) such as reducing rework by x%, improving
stakeholder satisfaction, etc.
Table 15.1 Key Success Factors
Key success factors at the leadership level in Key success factors at the program level
healthcare organizations
1. Setting the vision and strategy roadmap for the 1. Clear and frequent dissemination of information
organization 2. Building a strong project leadership team and other
2. Forming a governing body to set direction and functional teams
priorities, and to allocate resources 3. Providing proper training on the new changes
3. Designating of the organization’s executive especially on the workflow and technology
sponsor, departmental champions, and program 4. Forming integrated teams to address critical and
manager resolve critical and complex issues
4. Define reporting requirements for the project 5. Empowering staff and end-users to improve the
5. Setting and managing user’s expectations process by removing barriers and obstacles
6. Maintaining changes through by positive
reinforcement
7. Frequently celebration of success by acknowledging
contributors thus keeping the motivation and
momentum
8. Monitoring and constant measurement of key
indicators (e.g., using a dashboard to report progress
and benchmarks)
9. Involving those who are affected by the change in
decision-making (e.g., choice of computer carts,
COW)
10. Other creative actions and incentives e.g., monthly
prizes for high performing teams, providing snacks
and drinks
Working with Physicians
When changes involve physicians, a clear-cut method should be adopted. Some ideas
for the success of transformation are:
1. Communicate patiently the benefits of the changes in terms of patient care and
safety.
2. Nominate physician leaders at the start of the program.
3. Use web, CBT, and other multi-channel learning and training opportunities.
4. Be ready and available to answer questions and clarifications.
5. Make sure that there is a process in place in handling enhancement requests and
developments.
Training and Education in Health Informatics
1. Provide instructor-led training classes to cover different shifts.
2. Present contemporary models of training.
3. Make computer laboratories available for practice (24/7).
4. Roll out accompanied by on-the-job/real-time training.
5. Summarize the steps and make cheat sheets handy.
6. Print easy to carry colorful booklets in a pocket.
7. Provide a short manual with key facts and how-to-tips.
8. Have well equipped training rooms.
9. Schedule train-the-trainer program to give enough time to practice.
Training and Education in Health Informatics (Continuation)
10. Assign a super-user to keep people involved.
11. Provide the business process maps and process workflows.
12. Prepare a day-in-the-life scenario for the simulation.
13. Walk them through the flow several times until they are able to adapt.
14. Entertain and answer questions clearly and provide details.
15. Prepare the users by discussing some of the challenges and frustrations they might
encounter in the early stages of the rollout.
HEALTH INFORMATION PROFESSION
The Role of Health Information Management Professionals
Health Information Management (HIM) professionals have a special skill set that
qualifies them to assume the role of privacy and security officers who take care of the
storage, protection, and maintenance of the information in the health care institution.
They should be committed to the timely and accurate collection and management of
data capture, documentation, and maintenance of the clinical information but also
includes data analytics and interpretation, and management of health information
technology systems.
PHILIPPINE HEALTH INFORMATION PROFESSION
e-Health Strategic Framework and Plan for 2014 to 2020 is an initiative whose main
objective is to utilize information and communication technologies in the health sector of
the country.
One of the strategic goal of the framework is to establish unified and coherent health
and management information systems, to take advantage of ICT to reach and provide
health services, and support the attainment of the UN’s Sustainable Development Goals.
TELEMEDICINE IN THE PHILIPPINES
Medgate and Lifeline – provider of over-the-phone telemedicine services

MyPocketDoctor and MyDocNow – mobile app-based telemedicine center
Medway Healthcare Inc. – offers telefollow-up and teleconsultation
Government pioneered nationwide telemedicine efforts
The National Telehealth Center of the University of the Philippines (UP-NTHC) with
the funding from the Commission on Information and Communications Technology
(CICT) implemented Buddyworks and Telehealth project from 2004 to 2007 which uses a
web-based and SMS-based telehealth platform.
RxBox and CHITS
RxBox diagnostic telemedicine device was incorporated in the government

telehealth program thru DOST’s support. The clinical data gathered by the
RxBox is exchanged with the community health information tracking system
(CHITS) electronic medical records and transmitted to specialist for
teleconsultation.
KEY POINTS TO REMEMBER
 Change is inevitable and pervasive. Organizations are driven to change in order to
respond to the many pressures they encounter from their environment. These
pressures include global competition, changes in customer demand, technological
advances and new legislation.
 Change management is a series of tools, techniques, and processes aimed at
successfully affecting change.
 Health information management (HIM) professionals, credentialed with their
academic preparations, work experiences, and commitment to the patient advocacy
and professional code of ethics, have a specialized skillset that uniquely qualifies
them to assume the role of both privacy officials and/or security officials who store,
protect, and transmit information in all media and forms.
 One of the strategic goals of e-Health Strategic Framework and Plan for 2014-2020 is
to establish unified and coherent health and management information systems to take
advantage of ICT to reach and provide better health services, and support the
attainment of the UN’s Sustainable Development Goals.
 Telemedicine efforts from the government and other non-profit organizations have
also ensued. The National Telehealth Center is the leading unit in the University of the
Philippines is responsible for developing cost effective tools and innovations in the
realm of information and communication (ICT) for improving health care.

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LESSON 15:

CHANGE MANAGEMENT IN HEALTH

Intended Learning Outcomes 1.5 hours Lesson Content:

Self-Directed Activity 2.0 hours

Baseline Concept Understanding 30 minutes

Change management is defined as a series of tools, techniques, and

Medgate and Lifeline – provider of over-the-phone telemedicine services

RxBox diagnostic telemedicine device was incorporated in the government

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