ABSTRACT
The healthcare organization believed that if the survey was presented to patients digitally, data collection would be more standardized, efficient, and complete, and analyses would be more effective. Once live, the digital survey platform would be expanded to include the existing patient surveys, eliminating a time-consuming medical assistants task of logging the results of the paper surveys into the electronic health record (EHR) plus providing a flexible platform for future surveys. The main EHR vendor recommended a partner technology company to develop the survey on a tablet device in a manner compatible with the data structure of the EHR. The well-intended EHR team and healthcare organizational leadership unfortunately had taken on a development and innovation project that was beyond their expertise, including the importance of managing a new initiative within the scope of a vendor–customer contract.
