We need to stop treating technology like we treat gym membership.
A universal truth is that we all have the capability to convince ourselves that by purely owning or implementing something, it will magically achieve the outcomes we desire. The two places where we do this the most are with our own health and with the use of technology.
We all want to believe that, by purely having a membership to a gym, we will achieve the healthier lifestyle we are aiming for. We all start with the best intentions, and for the first few weeks we go regularly. Yet within a very short period life and habit take over and we revert to our ‘normal’ way of doing things (50% of new members quit within six months). Just to add insult to injury, we continue paying for our gym membership, quietly frustrated at the costs and lack of outcomes (18% of gym members never go).
Our approach to technology, particularly in health is exactly the same. We always start with enthusiasm and, dare I say it, an unrealistic expectation of what will be achieved with minimal commitment. But what is driving this behaviour?
The key to unlocking the full potential of health care technology lies not in the technology itself, but in the people who use it.
Again, just like gym membership, we focus on promoting the benefits and huge gains which technology can and does bring. The level of human effort in adoption and then sustaining if brushed over.
In an era where technology is rapidly reshaping the health care landscape, with great emphasis ‘on the greatest gains’, the focus often centres on the latest innovations and digital solutions. What is the key is ensuring as much effort is put into adoption as implementation.
Case study example: understanding preference cards in health care
This is particularly evident in the context of preference card digitisation, where the successful application of technology hinges not only on the tools themselves but also on the people who use them.
Preference cards are essential tools in surgical and clinical settings, serving as detailed guides that outline the specific preferences and requirements for individual patients. These cards typically include information about surgical instruments, supplies and procedures tailored to each patient's needs. Traditionally, preference cards have been maintained in paper format, leading to various challenges, including inaccuracies, inefficiencies, and communication breakdowns among health care teams.
Digital, UpToDate, inventory and catalogue mapped preference cards hold so much potential, both in improvement outcomes, patient safety and cost reduction. However, on its own, without the human commitment, they are easily irrelevant or worse, inaccurate.
The human element in technology adoption
The transition to digitised preference cards is not merely a technical upgrade; it represents a cultural shift within health care organisations. For technology to be effectively adopted, health care professionals must be engaged and empowered throughout the process. This engagement begins with involving clinical staff in the design and implementation of the digital solution.
Studies on the Effectiveness of Personal Training on Changing Attitudes Towards Physical Activity1 have shown that personal training is an effective method for changing attitudes and thereby increasing the amount of physical activity. This comes from having the support alongside you as you embed gym exercise into your new routine, and also from being clear about what your goals are and the level of effort which will be needed to achieve them.
It is no different when health care professionals are included in the decision-making process; they are more likely to feel a sense of ownership over the new system. Their insights and feedback can help shape the technology to better meet their needs, ultimately leading to higher satisfaction and improved outcomes. Furthermore, involving staff in the development process fosters a culture of collaboration and innovation, which is essential for navigating the complexities of modern health care.
The role of generative AI (GenAI) in enhancing engagement — your personal trainer
As we explore the integration of technology in health care, it is essential to consider the role of GenAI in enhancing clinical engagement and decision-making. GenAI can analyse vast amounts of data to provide insights that inform clinical practices, helping health care professionals make more informed decisions. By harnessing the power of GenAI, organisations can create tailored narratives that resonate with clinical staff, making data-driven insights more relatable and actionable.
For instance, GenAI can assist in generating customised reports that highlight the impact of specific procedures on patient outcomes, thereby reinforcing the importance of adherence to preference cards. By presenting data in a compelling narrative format, health care organisations can foster a deeper understanding of the significance of accurate preference card usage among clinical teams.
Best practices for integrating technology with human insight
To ensure health care organisations achieve the expected impact from the use of technology, it is important to adopt several best practices that emphasise the importance of human involvement:
Engage clinical staff: To improve adoption success, involve health care professionals from various disciplines in the design and implementation. Their firsthand experience and expertise can provide valuable insights into the specific needs and challenges faced in clinical settings.
Training and support: Comprehensive training programmes are essential to help staff understand and utilise the new technology effectively. Training should be tailored to different user groups, ensuring that all team members feel confident in their ability to navigate the system.
Feedback mechanisms: Establish channels for ongoing feedback from users to continuously improve the system. Regular check-ins and surveys can help identify areas for enhancement and address any challenges that arise during implementation.
Promote a culture of adaptability: Encourage a culture that embraces change and innovation. Recognising that technology is an evolving landscape, health care organisations should foster an environment where staff feel comfortable experimenting with new tools and processes. Celebrating the ongoing learning is important to keep motivation and commitment.
Conclusion
As health care continues to evolve, the integration of technology will play an increasingly vital role in improving patient care and operational efficiency. However, it is essential to remember that technology is only as effective as the people who use it. Just like the kettle bells used as door stops or the exercise bike to dry clothes, without human engagement, your desired outcome will never be achieved. Who knows, by taking a more realistic and balanced approach to implementation and adoption, you might find yourself signing up to be in the next Gladiator contest — do you have the power?
Author:
Ally Robson
UK&I Health Partner, EY
Disclaimer
The views reflected in this article are the views of the author and do not necessarily reflect the views of the global EY organization or its member firms.
References
1 Effectiveness of Personal Training on Changing Attitudes Towards Physical Activity: https://pmc.ncbi.nlm.nih.gov/articles/PMC3937569