As the state of post-pandemic work continues to evolve, the need for effective collaboration and communication is higher than ever. Yet security and privacy remain cornerstones for navigating increasingly digital workplaces. Healthcare companies are posed with unique challenges in adopting a hybrid, modern work environment.
Recently, Perficient hosted a “Modern Work in Healthcare” roundtable discussion about the challenges and opportunities of creating modern employee experiences at healthcare companies. Moderator Ron Jones, Perficient’s Microsoft Modern Work Practice Director, was joined by the following panelists:
- Michael Carr, Chief Technology Officer (CTO), Health First
- Trinidad Grange-Kyner, VP of Technology Delivery and Business Partnership, Point32Health
- Tom Wall, Director of Application Management Services, Point32Health.
Panelists shared insights and lessons learned from their respective Microsoft 365 implementation journeys. Here are 5 key takeaways from the discussion:
Keep a “People-first” approach
Consumers expect more from healthcare, and pressures from the pandemic have revealed that consumer experience is inextricably linked to the experience of the employees that serve those consumers – whether directly or indirectly.
Our panelists found that when implementing M365 solutions, a “people-first approach” reinforced the end goal: improving the overall experience employees encounter in their work in order to better meet the needs of clients. Decision-making should rely on feedback and considerations of every associate who will be impacted by the change – regardless of level. Examine whether the investments to improve workplace experiences are on par with what you are looking to build for your consumers.
Going forward in this new normal of work, it is important to create a consistent voice and experience across both virtual and in-person work. While there are many ways to gauge the ‘success’ of modern workplace implementations, the most crucial is employee feedback. Are they using the tools effectively? Do they understand and feel supported in the transition? Do they actually feel as if the tools are improving how they do their jobs? Feedback also can (and should!) drive future ideas for growth.
Messaging is crucial
It’s rare for anyone to enjoy change just for change’s sake, especially in the workplace. Without proper communication of the end goal, learning new tools can feel counterproductive and at times arbitrary. This ties into the above takeaway, in making sure you keep the experience of employees top of mind during initial rollouts.
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Comprehensive changes require constant communication, but even more so, adoption lies in giving employees the “why” behind changes. Make sure you discuss ideas and upcoming changes with employees at all levels, not just with executives. Emphasizing the benefits that these new solutions will bring can help further adoption.
When it comes to changes that could inadvertently create new obstacles, such as tighter security procedures or the retirement of old platforms, timely and informative communication is key. Particularly when it comes to security, it is vital that everyone in your company has insight into why new measures are being stood up.
One panelist received resounding head-nods when he assured: “There’s no such thing as too much communication!”
Find your internal champions
As with any digital transformation, success depends on adoption. In tandem with frequent and relevant communication, find internal champions to be advocates of the message of change. A solid change champion network is key to getting adoption up and tackling the people aspect of a unified platform implementation. This group can help spread the word and answer questions to make your population more comfortable.
Be comfortable engaging a partner
As one panelist astutely said, “I don’t want to get good at something that we’re going to do once.” Good implementations happen once, and relegating that task to internal IT teams can mean reaching for skills and resources without having the anticipation of the needs or challenges of a platform. The complexity of technical implementation can get in the way of the people-first model.
By engaging with a partner, their expertise can guide the technical decision-making, while organizations are able to maintain focus on delivering experiences that are impactful and effective.
Even more so, a dedicated partner can support the adoption phase and provide valuable training and access to resources. One panelist recommended relying on partners and Microsoft for training, as well as continuing to hold them accountable to offer the education needed to be successful.
Trust teams to be creative with the tools
By empowering teams with the tools (and proper governance, of course), they have the opportunity to ‘chart their own course’ in creating meaningful experiences. Encourage innovation, creativity, and ownership over ways in which colleagues collaborate.
Our panelists were energized by the unique ways their teams were already using the tools within M365, and they’re look forward to how that will continue to evolve.
Ready to Reimagine Your Employee Experience?
Our dedicated Microsoft Modern Work practice brings the best expertise in the industry. Our Microsoft Partner Advisory Council and Partner Program contributions along with our 20+ years of delivering employee experiences to our clients means we seek to build the best strategy for your organization. From Intelligent Intranet to Microsoft Teams to Microsoft Viva, our consultants are here to ensure your success.
Contact our team to learn more.
Did you know…
Microsoft recognized Perficient as a finalist for the 2021 Healthcare Partner of the Year Award. Read more about this honor and the great work we’re doing to reimagine the employee experience for one of our healthcare clients.