Softer perspectives on enhancing the patient experience using IS/IT

Purpose: This paper aims to argue that the implementation of the Choose and Book system has failed due to the inability of project sponsors to appreciate the complex and far-reaching softer implications of the implementation, especially in a complex organisation such as the NHS, which has multifarious stakeholders. Design/methodology/approach: The authors use practice-oriented research to try and isolate key parameters. These parameters are compared with existing conventional thinking in a number of focused areas. Findings: Like many previous NHS initiatives, the focus of this system is in its obvious link to patients. However we find that although this project has cultural, social and organisational implications, programme managers and champions of the Connecting for Health programme emphasised the technical domains to IS/IT adoption. Research limitations/implications: This paper has been written in advance of a fully implemented Choose and Book system. Practical implications: The paper requests that more attention be paid to the softer side of IS/IT delivery, implementation, introduction and adoption. Originality/value: The paper shows that patient experience within the UK healthcare sector is still well below what is desired.