Navigating the journey of healthcare ERP adoption: Insights from the end users' lens

Abstract

Enterprise Resource Planning (ERP) systems have become increasingly important in the healthcare industry for streamlining operations and improving patient care. However, the successful implementation of these systems in healthcare settings remains a challenge. This study aimed to explore the factors contributing to the successful implementation of ERP systems in the Malaysian public healthcare sector from the end user's perspective. Based on a qualitative study, utilizing thematic analysis, semi-structured interviews were conducted with twelve healthcare professionals in the Klang Valley area. The study identified user involvement, top management commitment, business process reengineering, and user acceptance as crucial factors for successful ERP implementation. Conversely, user resistance, ineffective communication, lack of training and development, technical issues, and poor integration were highlighted as significant challenges. The findings emphasize the importance of end-user engagement, organizational support, and process alignment in ensuring the effective adoption of ERP systems in healthcare. A potential limitation of this study is the focus on end users' perspectives, which may not capture the views of other stakeholders, such as healthcare administrators or IT professionals.