Engaging Clinicians & Care Staff in Technology Implementations

Reframing Bereavement Care with St. Croix Hospice [Case Study] 

The future of care at home is undeniably tech-enabled. From AI-assisted documentation to patient engagement platforms, technology has transformed how clinicians deliver care and how agencies operate. But here’s the truth: no matter how advanced a solution is, its success depends on the people using it. 

For technology to truly be effective, clinicians and care staff must be engaged in the implementation process from start to finish. Without this crucial buy-in, tech-enabled tools risk becoming underutilized or even resisted. But when frontline staff are on board, new technology unlocks efficiencies, improves patient outcomes, and strengthens organizational culture. 

At Maxwell TEC, we’ve supported countless organizations as they navigated new tech rollouts. Along the way, we’ve seen that engaging clinicians and caregivers in technology implementations may not always be simple—but it is always worth it. 

The Challenges of Tech Adoption in Care at Home 

Rolling out new technology in healthcare isn’t just a matter of installing software. It’s about asking people—already working under pressure—to change the way they work.  

Clinicians are balancing heavy workloads, documentation requirements, communication, and other administrative duties. Adding a new system can feel like “one more thing” to manage. 

Maxwell TEC Director of Product, Andy O’Connell, shares that in his experience, "The biggest challenge is with managing change itself. Too often, staff aren’t part of the decision-making process and can feel like technology is being imposed on them."  

MTEC Senior Consultant – Product Adoption, Desireé Ardoin, adds that in addition to unclear change management, staff may resist because they’re comfortable with old habits, unsure of the tech, or don’t immediately see the value.  

Without clear communication about why the change is happening and how it will benefit them, resistance can fester. Many organizations also underinvest in structured change management, leaving staff uncertain about what’s coming and anxious about disruptions to their workflow. 

Principles for Successful Technology Rollouts 

Organizations that succeed with technology implementation and adoption share a few common traits. First, they prioritize change management. Explaining the why—how a tool will reduce clicks, save time, or improve patient care—goes a long way towards building trust and reducing anxiety for clinical users. 

They also engage staff early. Clinicians know the realities of patient care better than anyone, and when they’re included in planning, testing, and implementation, the technology is more likely to fit seamlessly into daily workflows. Identifying trusted peer champions and giving them a voice during design and rollout is especially powerful, as their endorsement can help with further buy-in from colleagues. 

Finally, they foster ownership by creating feedback loops and celebrating adoption milestones. When staff feel like partners instead of passive users, technology implementation and adoption become less about compliance and more about empowerment. 

3 Practical Ways to Drive Engagement in Tech Implementations 

Incorporating these principles into practice requires thoughtful action. Here are three of our Product Team's top suggestions for effectively engaging clinicians and care teams in technology implementations: 

1. Start Small 

One effective approach is to start small. Rolling out a new solution in phases allows agencies to test workflows, gather feedback, and highlight quick wins before expanding system-wide. Those early successes, whether it’s time saved on admin tasks or smoother patient-provider communication, create momentum—and clinical champions. 

2. Design Training to Meet Clinicians Where They Are 

Training is another critical area. Long, one-time sessions often overwhelm clinicians who already feel pressed for time. Practical, role-specific training delivered in short, digestible formats is far more effective. Ardoin emphasizes the importance of keeping training relevant and actionable for users, while O'Connell highlights the value of collateral such as FAQs, quick reference guides, and user-friendly materials that clinicians can rely on when they need a refresher. 

3. Lead By Example & Set the Tone for Success 

Leadership also plays a decisive role in engaging clinicians. When leaders model usage, reinforce the benefits, and provide staff with the time and resources to adjust, they set the tone for the entire organization. O'Connell stresses that effective change management requires decision-makers to function as change agents themselves: sharing the vision, championing tech product adoption, and making sure clinical staff and leaders feel equipped to support their teams. 

Case Study: St. Croix Hospice’s Intentional Implementation 

A strong example of intentional implementation and engagement-driven adoption comes from St. Croix Hospice, who partnered with Maxwell TEC to implement BEREAVE to enhance their bereavement support program. 

From the outset, St. Croix treated the implementation and adoption of BEREAVE thoughtfully, including key bereavement staff in the process and carving out additional time to ensure the solution was optimized for maximum impact.  

"We thought hard about, 'If we're going to go into this and we're going to put everything into it, we're going to take the longer route to make sure we're doing everything right.'" – Alyssa Grythe, Manager of Bereavement Services at St. Croix Hospice 

St. Croix Hospice spent the months before going live building out landing pages and curating resources for bereavement contacts. Resources included a welcome video by Chief Medical Officer, Dr. Andrew Mayo, and other bereavement resources such as support groups and reading materials. 

Early wins—like real-time family feedback that validated the impact of care—were shared across teams, creating momentum and reinforcing the ROI value of the technology throughout the organization. 

The result went beyond significant operational improvements and reductions in paper mailings. St. Croix Hospice strengthened family engagement, empowered staff with technology that made daily tasks and communications easier, and built a culture of gratitude—all thanks to deliberate implementation effort from the St. Croix Hospice and Maxwell TEC teams: 

"The seamless implementation with St. Croix Hospice and BEREAVE was a true testament to the power of collaboration and thoughtful planning. The St. Croix Hospice team's proactive approach and dedication to detail made it easy to provide the support they needed, ensuring the system was integrated smoothly and efficiently. It’s a partnership that showcases how preparation and teamwork drive success." — Desireé Ardoin, Senior Consultant – Product Adoption at Maxwell TEC 

Building a Culture of Tech-Enabled Care 

Meaningful engagement within technology implementations can only happen when agencies approach implementation as a people-first process. That means investing in change management, engaging staff early, communicating openly, and modeling support every step of the way. 

At Maxwell TEC, our mission is to enable care at home through technology and strategic solutions. Whether it’s implementing a new EMR or patient communication platforms like nanaCONNECT, harnessing analytics for insight-driven care, or guiding organizations through technology modernization, we help care-at-home agencies make the leap from reluctant adoption to true empowerment. 

Is your organization preparing for a new technology rollout? Let’s connect. Our team is ready to help you engage your staff, streamline implementation and adoption, and ensure your tech investment delivers lasting impact. 

This blog was originally published as "THRIVE: The Importance of Tech-Enabled Solutions" by Harper Dion on December 5, 2023, for Maxwell Healthcare Associates. The Maxwell TEC editorial team has since updated this article to ensure accuracy and relevance.