When navigating changes in healthcare, creating an open line of communication is crucial. The introduction of Niagara Health’s new Hospital Information System (HIS) is no different.
Set to launch in November 2024, this modern system will better serve patients by using easily accessible electronic health records to enhance the accuracy and efficiency of care, reduce duplication and errors, and improve health outcomes.
Sonali Kohli, Executive Vice-President, Digital Transformation and Chief Information Officer, is one of the people overseeing the HIS launch. Kohli uses a practice called rounding to connect directly with staff across all departments to address specific concerns, clarify any uncertainties, and provide reassurance that staff need during this period of change.
“I prioritize rounding across every department that is impacted by HIS. Through this approach, I work to foster a supportive environment that encourages collaboration and engagement,” Kohli says.
“I want to be there to reassure that any anxiety they are feeling is normal. We’ve covered a lot in training, but people often wonder, ‘How does this fit into my day?’’’
She emphasizes the new HIS is designed to support staff expertise, not replace it.
“Just as your iPhone doesn’t dictate your day but, rather, helps you manage it, the HIS is designed to enhance their clinical expertise and streamline their processes. It empowers them to provide better care, rather than replace their skills.”
The open dialogue that happens in rounding builds trust and leads to staff embracing this new tool, she notes.
“During my rounding, I make it a point to bring feedback to the team. I tell them, ‘You shared this feedback with me, and here’s what I’ve done in response,’” Kohli says. “This process not only shows that I value their input, but it also creates a sense of ownership among staff. They see how their feedback directly influences decisions and improvements, which has led to increased confidence and more engagement from everyone.”
When one team member expressed the need for additional training, Kohli says she quickly relayed this message to the relevant managers. In another case, some team members were initially resistant to the new system, preferring their traditional paper methods. Through open discussions, Kohli reassures them about the advantages of the HIS, particularly in improving patient care.
Sonali Kohli, Executive Vice-President, Digital Transformation, and Chief Information Officer.
“When they see how the new system will help them and that we’re taking their concerns seriously, they start to engage more,” she says. “Feedback fosters a sense of community and collaboration, building confidence in the new system and encouraging a willingness to adapt.”
By cultivating a culture that welcomes and acts on feedback, Kohli reinforces the idea that everyone has a role in this transition, making the implementation of the HIS smoother and more successful.
“As executives, our presence is vital during this transition. It’s not just about leadership; it’s about reassurance. We’re here to support our staff, helping to foster a sense of togetherness. With calmness and collaboration, we can navigate any challenge and demonstrate that our leaders are always here for our team.”
