Applying Strategies to Overcome User Resistance in a Group of Clinical Managers to a Business Software Application: A Case Study

Abstract

User resistance is a common occurrence when new information systems are implemented within health care organizations. Individuals responsible for overseeing implementation of these systems in the health care environment may encounter more resistance than trainers in other environments. It is important to be aware of methods to reduce resistance in end users. Proper training of end users is an important strategy for minimizing resistance. This article reviews the literature on the reasons for user resistance to health care information systems and the implications of this literature for designing training programs. The other principles for reducing resistance—communication, user involvement, strategic use of consultants—are illustrated with a case study involving training clinical managers on business applications. Individuals responsible for health care information system implementations should recognize that end user resistance can lead to system failure and should employ these best practices when embarking on new implementations.