School of Computing and Information Systems The University of Melbourne
Copyright University of Melbourne 2020-2022
2022 – Semester 1 Week 4
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Software Processes & Project Management
Case Study
What is the NHS? (Understand the context)
UK National Health Service (publicly-funded healthcare systems)
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Case Study
What was the project?
How a large teaching hospital developed, executed and practically implemented a KMS (knowledge management system).
Electronic Patient Record (EPR) system – medical records stored in digital form
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Case Study
What was the motivation for the project
Knowledge available to clinicians at the point of care to enhance the
communication and decision making processes.
(Logistics- A move to a new facility and the corresponding lack of space for paper records presented a problem)
Commercial product that was customised by the Trust’s own ICT staff [1]
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Case Study
Development and implementation was overseen by EPR Board, which comprised a mix of senior managers, IT professionals and clinical leads
Initial pilot phase (feasibility)
There was no formal written communication plan Research conducted
A qualitative study was conducted over a 2.5 year period with data collected from semi-structured interviews with
8 members of the strategic management team,
12 clinical users and
20 patients
(in addition to non-participant observation of meetings and documents)
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Case Study – Findings
• Identification of business problem to be solved and alignment of the KM project with overall business objectives. (Business case)
• Communication strategies should heavily focus on transparency including both structured and unstructured
• Communication methods
• Communication strategies play a large role in changing attitude and mentality of workforce.
• Opportunities to highlight and sell positive messages about the KM initiative.
• Engage all workers and address issues and concerns (users) [1]
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References
[1] . McCracken and . Edwards, “Implementing a knowledge management system within an NHS hospital: a case study exploring the roll-out of an electronic patient record
(EPR),” Knowledge Management Research & Practice, vol. 15, pp. 1-11, 2015.
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