Different lenses, improved outcomes: a new approach to the analysis and design of healthcare information systems.

Healthcare systems are complex sociotechnical systems in which many information system innovations fail because of problems in planning or design. One of the reasons for this is that traditional analysis methods were designed for stable, relatively simple systems and single users. New analytical approaches are needed that can encompass the complexity of changing systems and multiple, interacting users. The author suggests that integrating two seemingly disparate approaches may be helpful in achieving successful designs for the complexities of healthcare systems. The first is derived from Carper's four ways of knowing; the second is Cognitive Work Analysis (CWA). The utility of the approach is demonstrated via a case study.