IT outsourcing in the healthcare sector: the case of a state general hospital

This paper discusses the outsource solution that was selected during the deployment of an Information Technology (IT) project concerning the introduction of a Clinical Information System (CIS) in a Greek state hospital. During the early stages of the project, it was realized that the Management Information Systems (MIS) department was unable to satisfy the unexpectedly increased users' needs and provide to them the adequate supporting services. Also, it was noticed the rather negative reaction of the users to the newly computerized working environment. Certain corrective actions and measures had to be taken in order to protect the investment and to end the project successfully. The decision focused on two issues, first, the outsourcing of the entire CIS operation, and second, the outsourcing of the data entry operations. A year later that decision proved to be adequate having a Clinical Information system operating in an acceptable manner and at the same time having users who are performing a number of the CIS operations without the assistance of the outsource personnel.