Anyone who works with technology development knows that there will be a time when someone will say, “That is a training issue”. This statement often comes after someone asks, “how will the user know how to do <insert workflow step>?”
Sometimes the technical steps are not necessarily intuitive to the user’s anticipation of what to do next. This is a mismatch in the user experience. When this occurs, the user has (at best) confusion in trying to identify the next step. The confusion can lead to extreme frustration that halts progress toward completing the next step in the process (and lost time).
Example: Pop Up Window Advertisements
Consider when you see a pop-up window to save you 10% on your first order for any given advertisement. You may or may not be interested in the welcome discount. If not, it can be quite difficult to find the “X” on the screen to exit the offer. You look around all four corners and sometimes need to locate the very faint area where you can exit out. If not found, you could exit the screen or put in your email to just get to what you wanted to see. (Of note, this is likely by design to obtain your email address ).
The lack of visibility of the “X” is a user experience or more specifically, a usability design issue. Sure, one could say it is a training issue and tell each person they need to look VERY CAREFULLY each time they accidentally find themselves with a discount offer. However, this becomes the user’s issue rather than the system design issue that removes this extra step. This usability design issue turns into a training issue. The usability shifts from the responsibility of the system designers to that of the individual to “learn” how to “workaround” the intended design.
Healthcare Training Issues
Now, let us look at healthcare. Healthcare is dependent upon clinical and administrative information systems to manage the individual and population level care. However, most clinicians are not formally educated on the foundations of informatics and/or information system design. Therefore, there is an inherent concern and perhaps intimidation faced where there is concern about whether they are charting the right way.
Some clinicians will over chart while others will struggle to know what exactly needs to be charted and may unintentionally miss something. The extremes here are a result of a culture, especially in nursing, of “if it is not documented, it is not done”. However, when it becomes hard to know where to go next or how to enter some data correctly, you see the (largely unintentional) risk of error. Add to this baseline, a handful of “training issues” and we have just added more stress to an already stressed and fatigued workforce.
Of course there are some aspects that do require training. However, for a moment think about how many times you have turned to watch a video or training session to use your new smart phone. Much of what you need to be able to do with your smart phone or device can be figured out without a training session.
We should be striving for this type of user experience with healthcare technology. The need for formal training sessions should be minimal or very brief. Instead, the design of the systems should be such that the user is able to follow what the next step is through an intuitive human computer interaction experience.
There is an abundance of qualitative and quantitative data to show that nurses, doctors, and healthcare professionals in general are working against the clock each day. There are never enough minutes to go around for everything that needs to get done in that shift. To add more things to what is expected of them will only increase the burden felt rather than create relief.
Healthcare cannot be delivered without the use of technology. However, we must consider that we have a workforce already spread thin. Instead of putting more responsibility through “training issues”, why not create a sense of ease and/or intuitive flow for them to experience each day?
“How does being a female entrepreneur influence how you lead? ~ from Saturday’s HealthTech Venture Conference focused on Female Entrepreneurship
I know why this question is often asked and why it is one to answer. Women receive less than 5% of investment dollars. (This isn’t because women aren’t participating in the entrepreneurial marketplace ). However, I hope we can get to a place where it becomes a question that doesn’t need to be asked. Perhaps instead we can dive deeper into other areas that first time entrepreneurs could benefit from knowing.
I’ve never thought that because I’m a female that I couldn’t do what I wanted to do. I realize this wasn’t always the case. Temporal factors do play a role if you look back in time.
I lead with principles that I’ve learned and appreciated through others who are men and women. Additionally, leadership books help with the thorough insights. Lastly, take note of what doesn’t feel right to you in other leaders (and don’t do that when you lead ).
One book I read a long time ago was The Leadership Challenge. The book was presented to me at a time when I needed to see strong leadership. I encourage anyone to read it. You may not have a leadership title but you are leading yourself and others everyday.
More answered questions to come from the conference. Feel free to ask any questions you might have here.
Yesterday I was asked to offer one of my productivity hacks at the HealthTech conference. The word ‘hack’ itself suggests some form of automation combined with the word ‘productivity’. However, some of the most meaningful things can’t be sped up.
So then what do you do? My response to the question was learning how to be better at saying no. Saying no to things that aren’t aligned with your goals.
Sometimes saying no is saying yes to yourself. Today I had signed up for a half marathon but was tired from a busy week and some important meetings. I went out to dinner with my parents instead of staying at home and getting ready for the race. I also didn’t want to spend hours in the car back and forth from the location. Oh and probably the most rational reason is that my calf muscle isn’t back to normal yet.
So I said no to the race and yes to having a relaxing and peaceful day. I even got my grocery shopping done today too!
As nurses, we get used to being on the run and taking care of other people before taking care of ourselves. It is a hard habit to break. We also tend to want (and think) we can do it all by ourselves. That’s how we get burnt out. We just can’t be everything to everyone. Something has to give and it shouldn’t result in it being you.
Did you do something for yourself this weekend (because I’m sure you did something for someone else ?)?
Post originally appeared on Dr. Tiffany Kelley RN’s facebook page linked here.
While clinicians (e.g., nurses, doctors, CNAs, etc.). are the users of new health care technologies, they are often not the purchasers. This complicates the diffusion of innovation in healthcare. However, it doesn’t mean it can’t be done. It does mean it will likely take longer than diffusing innovation at the consumer level.
In September, we kicked off our Nightingale’s Innovative Nurses campaign! At Nightingale Apps, we believe in innovation, compassion, and serving others. That’s why we’ve decided to highlight nurses that use ingenuity to solve problems at the bedside. If you’d like to nominate a nurse or even yourself please reach out to us at contact@nightingaleapps.com.
We’ve shared their stories through our email list communications and also on social channels. To connect all of the Innovative Nurses we’ve featured, I’ll be providing those stories in a series of blog posts here on Know My Voice. I look forward to your thoughts!
Know My Voice®
). However, I hope we can get to a place where it becomes a question that doesn’t need to be asked. Perhaps instead we can dive deeper into other areas that first time entrepreneurs could benefit from knowing.
