Strategies for the successful implementation of workflow systems within healthcare: a cross case comparison

The implementation of computerized workflow systems to support the collection and dissemination of patient information has been an area of focus in healthcare for many years. This multiple case study is an analysis of the implementation of a commercially available healthcare workflow system in two hospital settings. The case study protocol uses an analytical framework built upon six theoretical propositions identified as having a major impact on the implementation of workflow technologies. Findings indicated that organizational support for workflow as a strategic solution and employing a cross-functional implementation team were key factors for success and developing an understanding of the flow of data into and through the system, given the complexities of work processes, was challenging. Understanding the organizational impact of workflow, the maturity of the workflow management system, and the human interaction and participation intrinsic to workflow is also necessary. Greater insight into the applicability and benefits of the technology will emerge as workflow is successfully implemented in more organizations.