Abstract

This paper examines the critical role of nurses with a dual role as super users in the post-implementation phase of a new electronic health record (EHR) system, focusing on the challenges they face in maintaining and optimizing system usage. Drawing on qualitative interviews with super users from three Danish hospitals, the research reveals that a lack of formalized structures, declining organizational support, and insufficient training have hindered the potential of super users to fully contribute to EHR optimization. Despite playing a key role in bridging the gap between clinical staff and IT, super users often struggle with balancing their dual responsibilities as nurses and super users. This study contributes to the understanding of the post-implementation dynamics in healthcare technology, offering insights into how healthcare organizations can better leverage super users to enhance EHR functionality. This paper argues that recognizing and supporting the super user role beyond the go-live phase is crucial for achieving long-term success in EHR system optimization.

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