Healthcare organizations today are under immense pressure to adopt new technologies while maintaining high standards of patient care. The growing complexity of digital tools, combined with the need for seamless integration into clinical workflows, presents significant challenges. Healthcare systems must find ways to implement technology without disrupting the daily operations that directly affect patient outcomes. One of the most difficult tasks is ensuring that these tools not only fit into the existing workflows but also enhance the ability of clinicians to deliver high-quality, patient-centered care.
This challenge was the focus of our recent conversation with Troy Seagondollar, RN Clinical Informatics Specialist at Kaiser Permanente, as part of our Beyond the Blueprint series. Troy's experience with large-scale IT system deployments offers valuable insights into how healthcare organizations can overcome these hurdles through thoughtful design and strategic planning. As Troy emphasized, the key is to involve all stakeholders in the process from the beginning: "You have to have some consensus around that problem. Is it really, truly the one that everybody feels is a universal or global problem? And how is that going to impact patient care?"
Designing for Complexity in Healthcare
When it comes to implementing technology in healthcare, the first step is to clearly define the problem. As Troy pointed out, rushing to deploy a solution without fully understanding the underlying issue can lead to inefficiencies and, ultimately, failed implementations. "If you really don’t spend a lot of time identifying what the problem is, you may implement a lot of things that just go nowhere," he noted.
Once the problem has been identified, healthcare leaders must ensure they have consensus from all the stakeholders involved, including clinicians, IT staff, and operations teams. This collaboration is critical to designing solutions that fit within the existing infrastructure and workflow. The goal is to create systems that enhance care delivery, rather than complicate it.
At Beyond the Blueprint, we believe that good design is about more than just the technology itself. It’s about creating flexible, adaptable solutions that can evolve with the needs of the organization. For healthcare, this means developing systems that are scalable, interoperable, and easy for clinicians to adopt.
Managing Change: A Core Design Principle
Another key factor in healthcare design is change management. Introducing new technology into a healthcare environment can be disruptive, especially if the staff using it feels that it’s being forced upon them. According to Troy, successful implementations rely on getting buy-in from clinicians and ensuring they understand how the technology will make their jobs easier and improve patient care. "If they don’t adopt it, it’s never going to be successful," he said, emphasizing that the worst mistake an organization can make is pushing a system that clinicians are not on board with.
The process of change management requires continuous communication, clear training, and ongoing support. It also involves adapting the technology based on real-world feedback from the people using it every day. For healthcare organizations, this means regularly engaging with staff to gather their insights and address any concerns they might have as they adjust to the new systems.
At Kaiser Permanente, involving clinicians in the decision-making process is a fundamental part of their approach to design. By ensuring that all voices are heard from the start, they minimize resistance and increase the likelihood of successful adoption. This is a lesson that can be applied across the healthcare industry, where the complexity of systems often leads to resistance if not properly managed.
The Role of Innovation Centers
A significant advantage in managing complexity is having the ability to test new systems before full deployment. Innovation centers, such as Kaiser Permanente's Garfield Innovation Center, play a critical role in this process. These centers allow healthcare organizations to simulate real-world scenarios and test new technologies in a controlled environment, ensuring that any issues are identified and resolved before scaling the solution across the entire system.
As Troy explained, the Garfield Innovation Center functions as a non-operational hospital where staff can practice with new technologies and provide feedback. This hands-on approach allows Kaiser Permanente to refine their systems and ensure they are ready for widespread use. "It allows us to scrutinize whether a new technology is worth the effort or just another shiny object," Troy noted.
Testing in a controlled environment not only reduces the risk of failure but also helps organizations save time and resources by avoiding costly mistakes. For healthcare systems that are already stretched thin, this kind of foresight is invaluable.
Emerging Technologies and the Future of Healthcare
The conversation also touched on the role of emerging technologies, such as telehealth, artificial intelligence (AI), and wearable devices, in shaping the future of healthcare. The COVID-19 pandemic accelerated the adoption of telehealth, but its potential goes far beyond pandemic-related care. According to Troy, telehealth will continue to play a vital role in modern healthcare, especially for patients in remote or underserved areas.
AI and wearable technologies are also poised to revolutionize the way care is delivered. AI, in particular, can provide clinicians with data-driven insights, helping them make more informed decisions about patient care. "The system can make suggestions to a clinician... based on the outcomes of other patients that have that type of cancer," Troy explained, highlighting how AI could transform personalized medicine.
However, as these technologies become more prevalent, healthcare organizations must remain agile. Flexibility is key to ensuring that new systems are scalable and adaptable to changing needs. "You have to be agile, and you have to be willing to actually change based on that response," Troy emphasized, pointing out that healthcare leaders must continuously evaluate and adjust their strategies as the landscape evolves.
Conclusion: Leading Through Design
The challenge of implementing technology in healthcare is not going away. In fact, it will likely intensify as more complex systems and digital tools are developed. But with the right design principles in place—focused on flexibility, stakeholder engagement, and continuous adaptation—healthcare organizations can navigate these complexities and create systems that truly improve patient care.
At Beyond the Blueprint, we believe that leadership in healthcare design requires a willingness to embrace change and an understanding of the critical role that communication and collaboration play in successful implementations. As Troy summed it up, "Change is tough, but with the right people in the room and a focus on patient care, you can make a difference."
By prioritizing thoughtful design and managing change effectively, healthcare organizations can turn complexity into an opportunity for improvement, ultimately delivering better outcomes for both patients and staff.
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