Stakeholder Contradictions in Early Stages of eHealth Efforts

Abstract

Use of information and communication technology (ICT) in healthcare has increased substantially over the past decades. Implementation of ICT in municipal health services (eHealth) involves a variety of stakeholders, and may lead to changes in the roles of providers and patients. Coordination, communication, early identification and involvement of key stakeholders in eHealth projects have been highlighted as important. However, research often takes a narrow perspective and pays scant attention to conflicting drivers. This study used a qualitative approach to identify and investigate contradictory stakeholder interests in the early phase of a municipal eHealth project. Analysis using Stakeholder Theory (ST) and Dialectic Process Theory revealed two important contradictions; 1) effective service versus efficient service and 2) technology enthusiasm versus reluctance to change. The analysis illustrated the usefulness of combining these theories in eHealth efforts. Implications from our research suggest that stakeholder management should be considered to prevent conflicts in eHealth projects.