Using Human-Centered Systems Engineering to Reduce Nurse Stakeholder Dissonance

Abstract

Stakeholder dissonance (SD) is a term for the conflict between the needs, wants and desires of different stakeholders. It is evidenced by errors, workarounds, and threats to patient safety and organizational profitability. Nurses are principal stakeholders for patient care technology. This article discusses three historical examples of new technologies that resulted in nurse SD: computers on wheels, bar coded medication administration, and infusion pumps. Conceptual models, concrete tools, and strategies are offered to resolve, reduce, or mitigate nurse SD across the lifecycle of new healthcare delivery products, processes, and services.