Healthcare is on the brink of transformation, with rapid innovations promising to
revolutionize patient care. New technologies offer the potential to speed up the
detection, and diagnosis of illness, and to treat patients in a more personalized
fashion than ever before. This could lead to greater efficiency, better patient and staff
experiences, and improved outcomes.
Yet, the gap between the envisioned impact of these innovations and their actual
performance in practice is often significant. The real challenge lies not in the launch
of new technologies but in their effective adoption and integration into daily routines.
In this article, we’ll explore strategies to ensure that new technologies are fully
utilized, throughout their lifecycle so that everyone—from providers to patients—can
reap the benefits on a lasting basis.
Why New Technology Often Fails
Despite the initial buzz and excitement, new technology often falls short of its
potential, particularly in the long term and across a broad user base. Here’s why:
Lack of Understanding: Often, there’s a disconnect between what the technology
offers and what end-users actually need. What might seem like groundbreaking
features to the tech provider may not translate into practical solutions in real-world
settings, especially if the technology was developed with little input from actual
users.
Resistance to Change: It’s natural for people to prefer familiar routines over the
unknown, especially when new technology is introduced without adequate
communication or collaboration. If the change feels forced, users are more likely to
resist.
Insufficient Support: Without proper training and ongoing support, initial enthusiasm
can quickly turn to frustration. When users encounter challenges without sufficient
guidance, any positive first impressions are easily undermined.
Underestimating Complexity: Healthcare environments are complex, with diverse
user needs. Failure to account for this complexity often leads to significant hurdles in
technology adoption.
Data Overload: The constant influx of new technology can overwhelm users, making
it difficult for them to absorb and embrace every new tool. As a result, your
technology risks getting lost in the mix, with users becoming apathetic to its
introduction.
Specific Challenges in Healthcare Environments
In healthcare, the stakes are even higher. The pressure to deliver patient care
means that new technology must work flawlessly from the outset. Any disruption can
lead caregivers to revert to tried-and-true methods. Additionally, healthcare’s
notorious challenges with interoperability make integrating new technology complex,
often disrupting workflows.
Finally, the wide range of technological literacy among caregivers—from tech-savvy
to tech-averse—adds another layer of difficulty, making the successful introduction of
new technology even more challenging.
Strategies for Successful Technology Adoption
To ensure your technology is fully integrated into your customers'; daily workflows
and achieves its intended impact, consider these six key strategies:
Effective Change Management
Engage Stakeholders Early: Involve key stakeholders in the decision-making
process to foster buy-in, reduce resistance, and tailor the solution to their specific
needs.
Clear Communication: Maintain transparent, continuous communication about the
technology's benefits and challenges, and share roadmaps, positioning yourself as a
long-term partner beyond installation
Seamless Integration
Avoid Disruption: Ensure the new technology complements existing workflows rather
than complicates them. Meticulous planning can minimize disruptions for staff and
patients.
Tailored training
Just-in-Time Training: Offer training precisely when it is most relevant, such as when
a specific feature or tool is about to be used.
Flexible Learning Options: Provide diverse training formats to accommodate
different learning styles and schedules.
Continuous training: Transition from one-off training plans to lifelong learning and
support
Co-pilot to self-sufficiency
Training and education are only valuable when they translate into actionable
know-how, which comes through hands-on practice. To encourage users to
explore new features, it's essential to provide them with a safe environment
where they can confidently try out the technology.
On-the-Job Support: Provide real-time assistance as healthcare professionals begin
using the technology, ensuring positive initial experiences that encourage further
learning.
Co-Pilot: Provide reassurance, handholding and a second pair of eyes during the
initial stages of technology use, especially in high stakes use cases such as
healthcare. This will build confidence and competence. Leverage technology to play
the co-pilot role in times when your specialists are not there.
Transition to Independence: Plan to empower your customers and make them self-
sufficient, gradually reducing support as users become more comfortable with the
technology. Leave them with resources to maintain product mastery levels even
when their key users leave.
Experience sharing
Peer Support Networks: Encourage collaboration and knowledge sharing among
users, even if they are not in the same institution. Provide a framework and
engagement opportunities to keep the community thriving.
Product Champions: Identify and Empower Advocates and select early adopters
and influential staff members to act as champions for the new technology. Use these
champions to mentor others and spread positive experiences.
Create a Positive Buzz
Incentivize and Motivate Recognize and celebrate early Successes, highlighting and
rewarding teams or individuals who effectively use the new technology.
Build excitement around the technology and the impact it has, through internal
marketing and success stories.
A Content-Driven Strategy for Ongoing Support
Shifting from one-time training to lifelong support requires rethinking how educational
content is created and delivered. A modular approach allows content to be easily
updated, tailored, and distributed, reflecting new features without overhauling entire
materials. This flexibility ensures that content is aligned with each phase of the
customer journey and individual learning needs.
Modular content is particularly valuable during the initial phases of technology
adoption, offering users precise, context-specific guidance exactly when they need it,
without overwhelming them with excessive material. As users become more familiar
with the technology, these content blocks can serve as quick refresher tools or
provide reassurance when needed.
Key deliverables that support ongoing technology adoption include concise “how-to”
snippets, positive case studies, and guided interactions like quick-checks to reinforce
confidence in using the technology.
The SIMPI co-pilot approach enables medtech providers and caregivers to create
and deliver modular ‘how-to’ content that’s easy to access, helping users quickly find
the information they need. This approach saves healthcare professionals time,
encourages consistent practice, and accelerates the integration of new technology
into daily routines.
Conclusion
Successful technology adoption in healthcare is not a one-time event but an ongoing
process that demands thoughtful planning, continuous support, and a commitment to
helping users fully integrate and embrace new tools. The initial excitement
surrounding a new innovation can quickly fade if caregivers don’t have easy access
to relevant content exactly when they need it. Without guided support and co-piloting
to reassure and encourage practice, frustration with the technology will lead users to
revert to old habits, undermining the potential impact of the new tools.
About the author: Sarah Morton has over 25 years'; experience in the healthcare
industry. A former Philips employee, she held a variety of leadership roles from
marketing strategy, and engagement to sales excellence and customer education.
Sarah is an independent consultant at www.unplainjane.net and a keen advocate for
continuous innovation in the customer journey.
Originally from the UK, Sarah has been based in the Middle East for the last decade,
and in her free time is a keen creative writer and amateur stand-up comedian.