Danielle Vossebeld, Remko van der Lugt, Christine De Lille, Joris Jaspers, and Nicholas Spencer
Introducing new labour-saving technology in hospitals is vital to address the growing shortage of nurses. However, healthcare technology design and implementation can be challenging due to the diversity in the categories of a sociotechnical system; people, technology, work processes, physical context, economic and regulatory frameworks, and other factors. This study uses four types of diversity as a framework to evaluate the impact and role of diversity among actors and actants, as well as their configurations within hospitals, on technology adoption and failure of healthcare technologies. Drawing on a large case study (2014–2019), we present examples of nurses’ use, adaptation, and rejection of new technologies to deepen our understanding. We used these examples to illustrate insights that move beyond mere categorisation, demonstrating that no simple solutions exist. This understanding is intended to support designers in developing technologies that better align with nurses’ needs. This study also shows why mismatches between technology and nurses’ needs can be expected and not always prevented, due to additional constraints and the interrelatedness with other actors and actants in the hospital. We argue that acknowledging and actively engaging with the variety of elements across the categories of a sociotechnical system should be seen as a foundation for healthcare technology design.
Keywords: diversity, healthcare design, case study, sociotechnical system, systems thinking