Factors associated with success in the implementation of information management and technology in the NHS

Abstract

This literature review was undertaken with the objective of identifying those factors associated with success or failure in the implementation of information technology in the UK National Health Service (NHS). A number of general messages are evident from the literature:

• most problems relate to human rather than technical factors;

• to achieve real success, work processes must adapt as information technology (IT) is introduced;

• realistic expectations and timescales will allow greater benefit realization;

• users must be involved as much as possible - training is crucial;

• flexibility and communication capabilities are key technical requirements for systems.

We distilled three factors influencing the level of success of specific projects:

• The organization - its culture and strategy.

• The project - appropriate roles, organizational as well as technical change, human resource policies, staged implementation.

• The environment - political, technical and commercial.

The literature suggests that the organizational and project-related factors must be broadly supportive if organizations are to implement sensible IT in support of their broader aims. Environmental factors can either help or hinder organizations in achieving their goals, but may not prove decisive. Many of the issues and factors would apply equally well in any organization.