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. 2021 Dec 1;23(12):e31668. doi: 10.2196/31668

Table 2.

Good practices when implementing digital services based on NPTa components (n=224).

NPT component and good practicesb Mentionsc, n (%)
Coherence (sense-making work): how professionals understand and make sense of the new service (n=38, 17%)

Communication is comprehensive and continuous:

  • The information is multichannel

  • The service presentation reaches everyone.

  • The service has been informed

 28 (13)

The implementation process is consistent:

  • The implementation process needs to be clear

  • There is enough time to get ready for the implementation

 7 (3)

The use of the service is justified:

  • The reasons for using the service are given

 3 (1)
Cognitive participation (relational work): how professionals engage and participate in the service (n=20, 9%)

Opportunities for influence have been given:

  • Professionals are able to be involved in the design phase

  • Professionals are provided opportunities for participation

  • The design is from the perspective of the professionals’ own work needs

 15 (7)

The attitude toward the service is positive:

  • Previous positive experiences toward eHealth implementations occur

  • Professionals show interest in the service

  • Professionals accept the need for the implementation

 5 (2)
Collective action (enacting work): the work that individuals (professionals) and organizations have to do to enact the new service (n=136, 60%)

Support is provided from several fast and efficient sources:

  • Support is given

  • The support model is clear

  • Support is close and easily accessible

  • Support is given by champions

  • Support is received from the work community itself

  • Faster/more efficient sources of support are needed

 39 (17)

Sufficient time is provided for familiarization with the service:

  • Time is provided for familiarization with the service

  • Independent information retrieval and usage learning are required

  • The service must be learned alongside the work

  • A demo version is needed to practice before deployment

 36 (16)

Enough knowledge of the service is provided:

  • Coworkers teach each other with sufficient skills

  • There are no shortcomings in basic technical skills

  • There is a need for nonstop training

  • Sufficient and clear information about the use of the service to support its use is provided

  • Training is systematically planned

 31 (14)

The training is targeted according to work tasks and competence:

  • There is a need for a competence survey

  • Training is targeted according to professionals’ work tasks

  • Training is targeted according to professionals’ skill level/needs

 18 (8)

Various teaching methods are provided:

  • Versatile teaching methods are available

  • Good and clear written instructions are provided

  • Video training is needed to support learning

 12 (5)
Reflexive monitoring (appraisal work): how professionals reflect on or appraise the effects of the services (n=30, 13%)

The service is easy to use:

  • The assumed heavy usability of the program prevents successful deployment

  • Experiences with poor usability affect introducing new programs

  • The service is easy to use

  • The service has no functional weaknesses

 12 (5)

Usage monitoring takes place:

  • There is continuity of deployment monitoring and evaluation

 9 (4)

Giving feedback on the service is possible:

  • The feedback channel is known

  • Sending the feedback forward is smooth

 5 (2)

The service supports work tasks:

  • The service is perceived as useful

 4 (2)

aNPT: normalization process theory.

bThe categories inside the NPT’s components are sorted in the order in which the participants mentioned the most.

cHow many times the participants mentioned this category.