Change management at ZNA and GZA hospitals

• Client: Ziekenhuis Aan de Stroom (ZAS), the merger between Ziekenhuis Netwerk Antwerpen (ZNA) and Gasthuishuiszusters van Antwerpen (GZA)
• Challenge: Support the transition to a common Electronic Patient Record (EPR) for over 8,000 healthcare professionals across 14 hospital sites
• Solution: A well-coordinated and creative communication and training plan, from strategy to execution

The challenge: an intense change journey

The healthcare sector in Belgium is evolving rapidly. To tackle the numerous challenges in the market and in society, many hospitals are merging into ‘hospital networks’ and focusing on digitization and (technological) innovation. ZNA and GZA, two hospital organizations located in Belgium’s Antwerp region, are no exception. Both hospitals have been collaborating closely since 2020 and will officially join forces under the name ZAS by 2024.

In light of the upcoming merger, ZNA and GZA decided to implement a common electronic patient record (EPR). An EPR – also known as an electronic health record (EHR) – is a method for digitally storing patient information, medical records and notes. It allows healthcare professionals across different hospital sites and other locations to securely exchange relevant patient data, collaborate more effectively, and deliver high-quality, value-driven and safe patient care. 

Another essential aspect of transition management is, of course, training end-users in the new ways of working. "One of the main challenges we faced here were the different levels of digitization between GZA and ZNA, and the need for process standardization. For instance, while GZA had been using a customized EPR for years, the challenge at ZNA was mainly the transition from paper and various applications to a single, overarching platform.”

The solution: together to the top of the mountain

By the numbers

“To make this happen, we needed a partner who could collaborate with both the GZA and ZNA communication departments to develop a communication strategy and plan,” Ellen continues. “They had to be capable of independently and creatively executing it, while also ensuring coordination and alignment.”

After considering multiple options, Ellen and her team reached out to delaware. delaware’s Change team proposed to integrate all transition and communication activities under the already existing 'Together to the Top of the Mountain’-theme, which the GZA and ZNA communication departments had developed jointly. During the EPR’s roll-out phase in 2022, relevant information was shared via various channels, including newsletters, guides, in-person information sessions, notifications, and even two digital radio shows. For two years, delaware’s Change team played a crucial role within the communication and transition department of the project team.

The result: a top-10 EPR implementation

The scale of the project was enormous. The implementation project is now listed among the top 10 largest EPR implementations in Europe. In total, 2.6 million patient records were migrated to the EPR, and more than 8,000 doctors and staff members were guided through this digital transformation process and trained in the harmonized processes and the new system.