JMIR Publications

ABSTRACT

Background:

While the COVID-19 pandemic has significantly boosted the implementation of digital services worldwide, it has become increasingly important to understand how these solutions are integrated into professionals’ routine work. Professionals who are using the services are key influencers to the success of implementations. To ensure successful implementations, it is important to understand the multi-professional perspective, especially because implementations are likely to increase even more.

Objective:

The aim of this study was to examine health and social care professionals’ experiences of digital service implementations and, drawing from their experiences, to identify factors that support successful implementations and should be considered in the future to secure that the services are integrated into professionals’ routine work.

Methods:

A qualitative approach was used. Eight focus group interviews were conducted with 30 health and social care professionals from four different health centers in Finland. Data was analyzed using qualitative content analysis. The resulting categories were organized under the components of the normalization process theory.

Results:

Our results suggested 14 practices which should be considered when implementing new digital services into routine work. To get professionals to understand and make sense of the new service (1) the implementation process should be consistent and (2) the communication related to the implementation should be comprehensive and continuous. (3) The justification for the service being implemented should be given. The best way to engage the professionals with the service is (4) to make sure that they have a positive attitude towards the service and (5) give them opportunities to influence. To enact the new service into professionals’ routine work, (6) they should have enough knowledge about the service and (7) enough time to become familiar with it. (8) The training should be diverse and (9) targeted individually according to skills and work tasks. It is important that (10) organization takes a supportive approach by providing support from several easy and efficient sources. (11) The service should be perceived as useful and (12) it should support professionals’ work tasks. (13) The impact of the implementation on professionals’ work should be evaluated and an opportunity to give feedback on the service should be offered. Moreover, (14) usage monitoring is important.

Conclusions:

We introduce 14 practices for organizations and service providers on how to ensure sustainable implementation of new digital services and the smooth integration into routine work. It is important to pay more attention to a comprehensive and continuing communication. Organizations should do a competence assessment before training to ensure proper alignment. Follow-ups to the implementation process should be done to guarantee sustainability of the service. Our findings from a forerunner country of digitalization can be useful for countries that are beginning their service digitalization or further developing their digital services. Clinical Trial: NA