There’s No App for Empathy: 3 Ways to Help the Humans Behind Tech Implementation

Healthcare providers are investing in more technology than ever before—and for good reason. The right tools can help improve patient outcomes, streamline operations and attract and retain top talent. But here’s the catch: To truly unlock the value of a new platform, it must be embraced, not just installed.  

That means giving people more than a login and a training module. They need and deserve a high-touch, human-centered approach that builds trust in the process, inspires curiosity in the new platform and celebrates successes that validate the hard work of change. 

Here are three ways smart change management and communications can help the humans behind tech implementation:  

1. Start with your IT and project team. Before your new tech ever touches a patient chart or supply chain report, it lands in the laps of the IT and project teams. Tasked with designing a custom system, troubleshooting hiccups and smoothing the path to implementation – they feel the pressure of change sometimes years before the broader organization. Bring your communications team in early, though, to help share information among workgroups, provide go-to resources for updates and questions and celebrate the wins that make change possible. 
2. Recruit your empathy ambassadors. Super users are great for troubleshooting, but real change needs champions who speak human, not just tech. Find the formal and informal leaders who can translate the “why” behind the new system, not just the “how.” (Bonus points if they can do both!) These empathy ambassadors help teams see and understand the bigger picture, build trust and act as a support system—long after the help desk closes. 
3. Acknowledge that the change is personal. Just like everything in healthcare, even a change in technology is personal to your people. Clear is kind, and specifics can promote stability. Give teams the specifics they crave—what’s changing, how it affects their work and what it means for patients—as early as possible. Even if you don’t have all the answers yet. People process change in different ways, so meet them where they are. Use a mix of formats like infographics, short videos or even gamified microsites to help them visualize what’s ahead before formal training begins. The more you communicate, the more you build confidence, calm nerves and catch issues before they hit the RAID log. 

Adopting the latest tech? Learn more about how we can help your team embrace it. 

— Brittany (Bains) Hunter , Associate Vice President 

ABOUT JARRARD INC.

Jarrard is a U.S. Top 10 strategic communications consulting firm focused exclusively on healthcare and the unique opportunities and challenges inherent in this sector. Founded in 2006, the firm has worked with more than 1,800 clients across 49 states and has led communications and political strategy on $75+ billion in announced M&A and partnership transactions. Jarrard partners with leaders across the spectrum of healthcare in high-stakes moments of growth, innovation, change and reputational/public affairs challenges. This array of specialized services is tailored to support leaders in the most impactful parts of the ecosystem that are essential in transforming U.S. healthcare for the better.

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