Duplicated IT efforts and siloed end-user workflows waste millions annually in staff inefficiency and system expenses. Standardized IT systems improve support, connect data and create better workflows. Just as consistent clinical protocols lead to better patient outcomes, IT standardization creates the necessary foundation for operational improvements, AI adoption and new technology integration. Without reliable data and consistent workflows, advanced technologies cannot reach their full potential.
North Country Healthcare, a nonprofit network based in Whitefield New Hampshire, moved from five separate electronic health record (EHR) systems to one unified platform. This change brought three critical access hospitals together, improved operational efficiency and aligned IT with network expansion goals. Here are some key lessons we learned along the way.
Three Essentials for IT Standardization
Standardization should not be mistaken for rigid uniformity. The goal involves supporting clinicians rather than introducing unnecessary obstacles with a strong underlying strategy to balance structure, consistency and flexibility. The focus must remain on leadership support, early clinician involvement and continuous assessment.
1. Secure Leadership Support
Our first step was ensuring leadership support for IT initiatives that matched organizational goals. When leadership connects IT decisions to broader objectives, transitions occur with fewer disruptions and better outcomes.
At North Country, we focused on three priorities: improved patient care, strengthened cross-department collaboration and inclusion of staff input for system improvements.
2. Involve Clinicians from the Start
Systems work best when those who use them help guide development. Our clinicians provided input early to ensure workflows matched daily routines. Hands-on, role-specific training created smoother transitions and reduced hesitation.
One key takeaway is that standardized workflows must account for department-specific needs. A rigid framework without clinician input creates frustration. Open discussions, frequent feedback and proactive engagement create a sense of ownership among staff.
3. Assess and Improve Continuously as AI is Added
Standardization does not stop after implementation. Regular evaluations keep systems functional and relevant. We focused on defining best practices before rollout rather than after.
This same principle applies to AI adoption. Since 2018, I have closely followed AI and machine learning developments, and one thing is clear: AI is not an IT function. It is an organizational transformation. You cannot simply implement AI and expect results. It requires changes in workflow, ongoing learning and strong partnerships.
My own experience with ambient scribe technology underscores this point. For months, clinicians had to repeat certain phrases just to capture them accurately. Even now we are still learning how to refine it. AI will eventually become more proactive in solving issues, but we must acknowledge and mitigate bias in these models. AI is only as good as the data and processes we put in place today.
Best Practices for Sustainable IT Performance
Each hospital entered this process with a distinct culture and existing system preferences. Without collaboration, the project would have stalled. Instead of forcing a top-down structure, teams worked across departments to align expectations and create shared solutions.
Whether it’s AI, machine learning, or any other cutting-edge technology, savvy healthcare CIOs understand the need to simplify workflows, involve clinicians early, foster collaboration, and adapt based on feedback. These principles create a solid foundation for any technological innovation. Without them, even the most advanced tools will underperform.
North Country’s structured process prevented unnecessary disruptions. Our approach revealed five important insights.
1. Set Clear Goals
A well-defined strategy prevents confusion. A rushed approach leads to errors, but upfront planning and expert input prevent costly adjustments later.
2. Maintain Open Communication
Leaders and staff must understand how standardization supports daily responsibilities. Transparency fosters trust, reduces hesitation and strengthens engagement throughout the process.
3. Implement Strong Governance
Governance structures create consistency, prevent conflicts and protect data integrity. this became especially important as we merged independent hospitals with distinct systems. A well-defined governance model aligned our technology choices and structured future improvements.
This principle also applies to AI. Just as governance structures maintain IT effectiveness, they also support responsible AI use by helping reduce bias and maintain ethical standards.
4. Automate Where Possible
Reducing manual tasks prevents errors and allows clinicians to focus on patient care. Smart automation removes administrative burdens and strengthens workflow efficiency, but it relies on standardized, high-quality data. Without that foundation, AI-driven automation can introduce more problems than solutions.
Think of it like a well-constructed highway system. If roads are well-planned, traffic moves efficiently. But if they are poorly designed or full of potholes, self-driving cars won’t function as intended. Similarly, AI in healthcare requires a structured IT foundation to truly enhance efficiency and safety.
5. Adapt Based on Feedback
A one-time implementation does not guarantee long-term success. Continuous tracking, real-world feedback and strategic refinements makes sure IT serves clinical needs rather than disrupting workflows.
Invest in People, Not Just Technology
Even with strong internal knowledge, an outside perspective improved outcomes. North Country Healthcare partnered with experts from CereCore to unite and refine our EHR systems. External insights revealed inefficiencies and opportunities for better integration.
Finally, successful IT transformation involves more than new software. North Country Healthcare prioritized staff training, providing Six Sigma Yellow Belt certification to all 1,080 employees. This program strengthened process improvement skills and efficiency. Over 1,100 employees now contribute to improvement initiatives, some of which influence board-level decisions.
Adoption Determines Success
Clinicians need tools that simplify work rather than complicate it. When frontline users contribute to decision-making, IT can improve patient care rather than disrupt it. North Country Healthcare advanced from Level 7 to Level 9 in CHIME’s Digital Health Most Wired program—an achievement based on real adoption rather than technical implementation alone.
The future of healthcare IT is built on the foundation we lay today. As technology advances, it’s crucial we continue to prioritize people, process and teamwork to certify new innovations deliver value.
About the Author:
Darrell Bodnar is CIO at North County Healthcare; he has been a Weeks Medical Center employee for more than 30 years, 22 years of that in Information Technology and most recently as a Department Director. He added the responsibility of North Country Healthcare Director of Information Technology in 2017. Darrell is an active member of The Health Information Management and Systems Society and the College of Healthcare Information Management Executives.
