Read the following scenario and then answer the questions

Northside Medical is a small physician practice consisting of five doctors, four nurses, an office manager and two support staff. The owners of the practice, Dr. Strong and Dr. Recht announced at their last staff meeting that they'd been working with the office manager, Sonia McKesson, to replace their antiquated electronic medical record system with one that meets the new meaningful use requirements. The other doctors and nurses remained quiet, except for Dr. Young, who said, "I hope the new system has integrated order entry. Some of my patients complain that I still give them paper prescriptions. And I bet we could get our lab results faster if we had an electronic feed from the lab." Sonia wrote these down in her notes and the rest of the clinicians relaxed.

Four months later, the doctors and nurses are having their first training on the new system. It is Friday afternoon, when the office is usually closed. Sonia has been demonstrating several of the screens and things are going well until Dr. Young slaps his hand down on the desk and exclaims, "I can't do all this while I'm with a patient! How can I talk and listen and type at the same time? Can't I dictate everything at the end of the morning and afternoon office hours like we do now?" Sonia looks at Dr. Recht. The new system does support dictation, but the practice could not afford to purchase both the dictation software and the order entry module, so Dr. Recht decided to go with CPOE. In addition, to get the benefit of the drug interaction programs the ordering needs to be done while the patient is still in the office, not at the end of the day.

Help answer

Where did Northside Medical go wrong? Discuss two principles of change management that Sonia used correctly, and two she neglected to use.