Human factors in implementation and adoption of innovations in health care services: A longitudinal case study on the introduction of new technology

There is limited research on the adoption phase of the implementation process in human service organizations relating to innovations in the public sector. This study focuses on human factors involved in adoption and implementation and of innovations in health care intended to improve the quality of public health service delivery by introducing new technology. A longitudinal case study from Norway in 2015 with a qualitative and explorative approach consisting of individual interviews, focus group interviews and observation was conducted. The participants (n=26) were strategically and conveniently selected. Data was collected two months before the introduction of the first six digital alarm devices and three months after. The adoption phase was characterized by a period of chaos and instability. Some employees claimed that they had difficulties operating the mobile device equally. New concerns about patients’ security resulted in feelings of dissatisfaction and disempowerment with their working conditions. The early adoption phase turned from great expectations to dampened apprehension. Several of the nurses stated that they were in need of training and extra supervision. Variations in expectations among staff seemed connected to their attitudes, and for some, their ability or competence to adopt new technology. The study provides new insights and understanding of the transition from old to new technologies, thus creating a new need for knowledge about innovation and implementation of new technologies in health care services. Good communication and interaction at all levels in organizations will probably limit possibilities for failure and strengthen probabilities of success of public sector innovation.