Managing IT projects in healthcare is uniquely challenging. From user training to minimising disruption in clinical environments, every step requires careful planning and attention to detail.
I recently spoke with NHS project manager, Andy Taylor who shared his insights and experience leading critical upgrades, including the massive transition from Windows 7 to Windows 10 for 15,000 users. Here are 6 of the learns and actionable advice gained from our conversation...
1. Break Projects into Manageable Phases
Tackling a huge project like transitioning 15,000 users from Windows 7 to Windows 10 requires a clear, phased approach. As one project manager shared, “We broke it down into two phases: first, building and testing the Windows 10 image, then delivering it across various sites.”
Practical steps:
Break large projects into smaller, manageable phases allows teams to focus on key areas without being overwhelmed. Andy advises to ensure each phase has its own goals, timelines, and deliverables to keep the project moving smoothly.
Including:
- Setting up clear governance and defining roles early
- Maintaining regular communication with all stakeholders
- Reviewing progress at the end of each phase to adjust plans
2. Simplify Training Where Possible
Training large numbers of users on new systems can be a time-consuming process. In the NHS’s case, the team chose not to enforce formal training for thousands of users. “We sourced short YouTube videos and provided Microsoft materials,” said Andy, which proved more practical. Many users were already familiar with the system, so focusing on quick, accessible resources saved time and effort.
Practical steps:
Avoid over-complicating training. Assess how much training users really need and consider using digital resources like video tutorials. You can also appoint ‘superusers’—those who receive more in-depth training—to support others, providing a point of contact for quick help and troubleshooting.
3. Address Compatibility Issues Early
When dealing with legacy systems or older hardware, compatibility issues are a common challenge. On one of the upgrade projects Andy led, he and the project team discovered that many practices were using outdated software that weren’t compatible with Windows 10. Andy said, “we had to ensure these systems wouldn’t crash due to incompatibility,” which required them to catalogue all devices whilst ensuring engineers were on-site to manage any issues.
Practical steps:
Don’t leave compatibility checks until the last minute. Use tools to scan your network and identify potential problems before rolling out upgrades. Be transparent with stakeholders if their systems need upgrading and be ready to handle issues as they arise by providing on-site or hands-on support.
4. Be Ready to Pivot When Necessary
Sometimes, mid-project changes are inevitable. The NHS project team initially focused on upgrading the infrastructure but quickly realised that Wi-Fi coverage for mobile devices was a bigger issue. “We had to shift the project’s focus to ensuring coverage was prioritised over the infrastructure update,” explained the project manager.
Practical steps:
What we can learn from Andy’s advice is to be flexible and open to revising your project’s scope if new information comes to light. Regularly assess whether the original objectives still make sense and be prepared to propose changes if the situation evolves. It’s critical to have a process in place for fast decision-making, such as escalating key decisions to leadership boards or stakeholders.
5. Minimise Disruptions to Daily Operations
During his Windows 10 upgrade project, Andy found one of the most challenging aspects was upgrading in clinical areas like operating theatres without causing major disruptions. Sharing his concerns, he said, “we couldn’t afford to drill in theatres and shut them down for months”. Instead, him and the team planned meticulously, choosing less disruptive installation points and ensuring that engineers were fully prepared with PPE to work in sensitive areas.
Practical steps:
When dealing with environments where downtime is not an option, work closely with the affected teams to understand their needs. Map out detailed plans that account for the day-to-day requirements of each department and ensure everyone is aware of the schedule. Like Andy and the IT upgrade project team, use creative problem-solving to minimise interruptions, such as installing hardware outside critical areas or during off-hours.
6. Learning From Others
As with a lot of other NHS Project Managers I speak with, a common theme in successful project management is learning from those who’ve been there before. During the NHS windows upgrade project, Andy and his team talked with other trusts who had already upgraded their systems. He said, “we learnt a lot from speaking with them about their challenges and solutions, which helped us avoid similar mistakes”.
Practical steps:
Don’t reinvent the wheel. Find friends, colleagues, organisations, or industry peers who have handled similar projects. Learn from their mistakes and successes and apply those lessons to your project. Just like with Andy, sharing knowledge across teams can improve efficiency and help prevent unforeseen issues.
There’s a lot to learn from the conversation with Andy with plenty of actionable advice to takeaway. And if you’re planning a major IT project, these expert insights will hopefully help you to make the transition easier and more successful.
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