Ivey Publishing

Product Details

Project HUGO at LHSC: Leading Urgent Change in Healthcare
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Publication Date:
Revised Date:
15 pages (7 pages of text)
Product Type:
Case (Field)
This case describes in rich detail the change challenge the director of pharmacy services at London Health Sciences Centre (LHSC) faces in September 2011. She is responsible for implementing project HUGO, an acronym for Health Care UnderGoing Optimization. HUGO is a computerized system that requires a switch from paper and pencil to fully electronic patient records. This project is the most complex and comprehensive one that London area hospitals have ever undergone: the project includes a total of 11 healthcare organizations in London and surrounding region, with expected project costs in excess of $25 million. Implementing HUGO has the potential to save lives in the hospital, where critical errors are often linked to manual processes that involve multiple steps and people. Despite the strong reasons for implementing this project, the director expects significant resistance from nurses, doctors and staff who are used to their way of operating. It is clear that this change challenge involves not just the adoption of new technology but a significant cultural change.
Learning Objective:
Ideal as a comprehensive case on change management that offers rich detail on understanding resistance to change. The case can also be effectively used in health care management, leadership, human resources management and information systems management.
Organizational Behaviour/Leadership,  General Management/Strategy
Health Care Services
Canada, Large, 2011
Intended Audience:
$5.30 CAD / $5.00 USD Printed Copy
$4.50 CAD / $4.25 USD Permissions
$4.50 CAD / $4.25 USD Digital Download
Associated Materials
Translations: Spanish (15 pages)
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