Anxious about technology change? 4 steps to ease the process

Will Powers
April 16, 2025
Pharmacy

Reading Time: 4 minutes

If you’re considering a change such as implementing new technology, the questions quickly multiply. Will a new system or tool work with existing processes? Will your staff be willing to learn a new system and new processes? Will implementation disrupt patient care? Will the time and money spent pay off for the organization?

When you’re implementing new technology, you may face several challenges. But following some basic change management processes can smooth out the journey while keeping your staff informed and ensuring your patients receive the care they need.

Barriers to change

For more than 30 years, I’ve worked on product implementation projects with a range of organizations. Based on my observations, most people either fear change or they fail to anticipate it. The potential disruption to “business as usual” and worries about being unable to meet patient needs often contribute to this anxiety. Lack of a clear understanding about new requirements and the implications of changes can also lead to resistance.

Overcoming these barriers requires a thoughtful, planned approach that takes into consideration both the practical and emotional aspects of the change that your employees face. Openly acknowledging these challenges helps create a supportive environment, which establishes a solid foundation for smoother transitions.

Staff engagement is critical. Involving team members early in the change process and soliciting their input helps create a sense of inclusion and ownership. Using a participatory approach and proactive communication not only encourages collaboration but also allows valuable insights to surface from staff members who are on the front line. Those kinds of detailed insights are a great way to enhance the change process while helping your staff feel heard and respected.

It’s also important to plan for adequate support, such as training sessions, time to practice in the new system, user-friendly documentation and a support team that can answer specific questions. When people feel supported and confident about their ability to adapt, they’re more likely to embrace changes and work toward successful implementation.

Using a structured approach to change

Change management offers a structure that can help ease individuals, teams and organizations from a current state to a defined future state. It involves partnership throughout the process to make sure the change delivers ROI and builds trust that the technology being implemented will bring about change that supports success.

Here are four key steps toward smooth change management and improved adoption:

Assessment and planning: The first step an organization should take is an operational workflow assessment (OWA). This looks at current processes and helps identify gaps and needs, while also helping define the desired future state. The assessment may involve conducting surveys and interviews or holding workshops with employees to gather insights and then creating a detailed project plan that includes clear objectives, timelines and resources.
Communication: Once the plan is developed, the organization needs to communicate the change to all stakeholders. This may mean holding town hall meetings, sending out newsletters and creating a dedicated intranet page with FAQs and updates. The goal is to make sure everyone understands the reasons behind the change, how it will benefit them and what their roles and responsibilities are in the process. Addressing concerns and providing regular updates helps build trust and reduce resistance.
Implementation: During this phase, the new system or process is rolled out. This could involve pilot testing with a small user group, offering training sessions and workshops to make sure employees are comfortable with the new system, and offering ongoing support through a help desk or online resources. The company can monitor implementation, gather feedback and adjust the process as needed for a smooth transition.
Monitoring and evaluation: After a new tool or process is fully implemented, the organization should monitor performance and gather feedback from users. This may involve tracking key performance indicators (KPIs) such as user adoption rates, customer satisfaction scores and sales metrics. Regular reviews and assessments can help identify any issues or areas for improvement and ensure that the change is effective and sustainable in the long term.

While going through this process, it’s important to celebrate small wins and acknowledge the time and effort of those who are adapting to the new change. Positive feedback and support can go a long way toward building momentum and encouraging others to learn and leverage the new technology.

If you’re ready to manage a change such as implementing a new process or technology tool, it’s important to work with a partner who can guide you through the process. At Brightree, we can help ease the change management process by collaborating with you from start to finish to ensure your investment delivers ROI and supports organizational strategies, while allowing your staff to work productively and ensure patient needs are met.

Will Powers, PMP
Senior Director, Professional Services

With more than 30 years of experience leading product implementations and consultative projects, Will is a passionate about guiding providers through successful technology implementations. His work with technology companies has spanned the spectrum of acute and post-acute healthcare settings and demonstrates expertise in process optimization, project management, and change management. At Resmed he leads high-touch customer-facing teams to help HME and home infusion providers optimize business operations to boost performance while delivering exceptional patient care.

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