The appropriation of a management tool by hospital actors: Case of the deployment of a hospital information system

Abstract

Currently, health care institutions are investing more and more in new information systems adapted to their activities, which are considered to be quite complex, in order to facilitate administrative and medical management and improve their performance. However, after the implementation of HIS, difficulties of appropriation appear. In this article, we will study the appropriation and performance of the hospital information system through an experiment in a university hospital center. First, we will address the issue of post-implementation appropriation of the system by the various actors (administrative, medical and paramedical) of the institution, by identifying the factors responsible for under-use, or those that could possibly cause resistance. To do this, we conducted semi-directive interviews with the hospital actors. Then we conducted a satisfaction survey to evaluate the perception of the HIS among users of the system.

The results produced by this research show an under-utilization of the HIS by the different manipulators of the platform. This is due to a lack of involvement of the actors and the absence of training on this tool. In terms of user perception of the various criteria of the HIS, more than half of the users consider that the HIS implemented is efficient but complex. In the context of action research, we considered it useful to introduce corrective measures upstream and downstream, i.e., the involvement of the various users in the development of the specifications, and the support of the actors in the change process after the implementation.

JEL classification: G32, I10

Paper Type: Empirical research