IT Licentiate theses 2014-005 Change and Resistance to Change in Health Care Inertia in Sociotechnical Systems THOMAS LIND UPPSALA UNIVERSITY Department of Information Technology Change and Resistance to Change in Health Care Inertia in Sociotechnical Systems Thomas Lind
[email protected] June 2014 Division of Visual Information and Interaction Department of Information Technology Uppsala University Box 337 SE-751 05 Uppsala Sweden http://www.it.uu.se/ Dissertation for the degree of Licentiate of Philosophy in Computer Science with specialization in Human-Computer Interaction c Thomas Lind 2014 ISSN 1404-5117 Printed by the Department of Information Technology, Uppsala University, Sweden Abstract This thesis explores change and resistance to change of IT systems in organ- isations from a sociotechnical perspective. The work is drawing on empirical data gathered during two Action Research projects in Swedish Health Care: one regarding the deployment of electronic patient record systems within health care organisations, and the other regarding the deployment of eHealth services geared towards patients and citizens. Resistance to change is classi- fied as an indicator of social inertia, and the concept of counter- implementation, comprising three general strategies to obstruct change ini- tiatives, is used to highlight the political aspects of social inertia. For the analysis, the concept of social inertia is used as a point of departure towards inertia in sociotechnical systems by applying values and principles from sociotechnical systems research, most prominently the interdependence- characteristic. This extended concept is used to show and discuss how IT systems can either enforce change or be a source of inertia preventing change in organisations, and such planned or inadvertent effects of imple- menting IT systems are discussed as a significant source of user resistance.