Evaluating the implementation of a workflow management system in a pharmaceutical setting through the examination of workarounds and system vulnerabilities

Technology has increasingly been implemented in healthcare with the intention of reducing errors. One area where errors could be reduced is in the pharmaceutical environment, specifically dispensing errors. A qualitative observational study was conducted in a pharmaceutical environment to identify system vulnerabilities (SVs) and workarounds in the work system. This was done to assess how the implementation of a workflow management system (WFMS) impacts the work system and work practices and to identify opportunities for error reduction. The work system experienced changes in work practices and in the SVs following the implementation of the WFMS. Additionally, the WFMS prompted additional workarounds to occur following implementation. Certain risks were reduced by the WFMS, as shown by the elimination of certain SVs or reduction in the risk rating of other SVs. However, certain risks continued to exist and new risks were introduced as shown by the kinds of workarounds existing after implementation and the creation of new SVs.