Information Systems Inefficiencies and Changing Work Routines

Abstract

This thesis focuses on the effect of nursing staff's redundant work routines on error and quality of care in one Critical Access Hospital in rural Wisconsin, USA. Methods were based on participatory design and an ethnographic approach, and included individual interviews and observation-based interviews. Introduction of a computerized information system was scheduled for the case study site and this thesis makes pre-implementation suggestions regarding staff training, interface features desired by the future users, and removal or restructuring of certain redundancies. The contribution of this thesis to information systems research is a classification system for determining the degree of redundancy (productive, gray-zone, and unproductive) present in the task chains of specific work routines, and a second classification system for determining to what extent modifying or removing an unproductive redundancy returns value. The degree to which an unproductive redundancy may be modified or removed is weighted against the difficulty of changing the work routines associated with that redundancy as well as the expected impact on other routines.