Digitization is no longer the future of healthcare – it is its everyday reality.
Today, in many hospitals, the efficiency of the IT system affects not only the comfort of the staff but also patient safety, the smooth flow of documentation, and the quality of communication between teams. Yet, new solutions still sometimes face resistance. Because implementing a system is one thing – convincing users to embrace it is a completely different story.
Technology, no matter how advanced, will not deliver the expected results without the trust of those who use it daily. And trust is not the result of a one-time implementation – it is a process that begins with dialogue with users long before the first system login. It involves conversations about real expectations, analysis of everyday challenges, and the joint search for solutions that genuinely improve work. Trust is built when users see that their voice matters – and that the system is being created not for them, but with them.
A system that truly works effectively must be designed in response to the specific needs of a given facility – not according to a one-size-fits-all model.
Hospitals are not all the same. Systems shouldn’t be either
Every medical facility has its own specifics: different processes, structures, and clinical needs.
“There is no single universal IT system that will be 100% suitable for every hospital,” says Łukasz Borzęcki, Director of Product Development at CompuGroup Medical Poland. “That’s why our goal is to design solutions in close collaboration with users.”
It is precisely this diversity of experiences and perspectives that is now the greatest asset for development. At CGM, we decided that instead of designing a system “from behind a desk,” it’s better to invite users to the table – both literally and figuratively.
CGM CONNECT – Collaboration with Purpose
This is how CGM CONNECT was created – an innovative collaboration program for users of the CGM CLININET system, combining an online knowledge-sharing portal with regular user workshops. CGM CONNECT is not just a technical platform – it’s a strategic form of cooperation, with key goals including:
- understanding and analyzing client needs,
- implementing innovations and changes agreed upon with them,
- enabling the exchange of experiences between users and CGM Poland,
- presenting development ideas and discussing them in a broader forum.
“For over seven years now, we’ve been meeting quarterly with representatives of medical facilities and organizing workshops where we present system functionalities, listen to feedback, and plan changes together,” explains Łukasz Borzęcki. “Believe me, it’s only in these direct conversations that eyes truly open.”
Only then does it become clear that the same solutions can be used in completely different ways across hospitals – depending on the structure of departments, the adopted documentation model, or even local procedures. The workshops not only allow for experience sharing but also mutual inspiration. Many times, suggestions from one facility have sparked similar improvements in others.
A Space for Knowledge and Exchange
CGM CONNECT is a platform created with users of CGM Poland systems in mind. It provides access to a vast knowledge base and offers a space for sharing ideas and gaining practical tips on how to effectively use IT solutions.
Today, this platform hosts a comprehensive online space used by over 1,700 active users. More than 3,800 posts have been published, covering over 560 topics.
Users have access to:
- recordings of CGM webinars,
- descriptions of modules and functionalities,
- updates on legal and regulatory changes,
- demos of new system versions,
- information about external integrations and complementary solutions.
From Words to Action – Tangible Changes
As part of the CGM CONNECT program, new versions of many system components have been developed — including the medication orders module. Originally designed several years ago, the solution eventually needed to be adapted to the evolving needs of users.
We initiated a process that allowed users to submit ideas and feedback regarding the module’s functionality. Based on the collected input, we created mock-ups of a redesigned interface, which served as a starting point for further development. We then organized workshops with representatives of medical facilities, during which we thoroughly discussed the proposed changes, analyzing them in the context of various clinical workflows. For those unable to attend in person, we provided online surveys. The entire process culminated in a webinar where we presented the final solution and opened the floor for further consultation.
“Your Voice, Your Impact” – Democracy in Practice
Another tool for collaborating with users is the “Your Voice, Your Impact” initiative, through which CGM CLININET users can vote quarterly on proposed changes and directions for system development.
We’ve already completed two editions, with a third currently underway. Across these editions, we’ve collected hundreds of suggestions and development ideas, many of which have been directly incorporated into the product teams’ work plans. In total, the planned changes represent around 1,500 hours of development work, and their implementation will have a real impact on system functionality in facilities across Poland – aligned with the needs of the system’s key users.
Co-Creation Changes Us Too
Over the years, we’ve increasingly focused on user experience, user testing, and iterative development based on real feedback from medical facilities.
During workshop meetings, the CGM team includes specialists directly involved in software development – analysts, UX/UI designers, product managers, as well as developers and implementation consultants. This setup ensures that every piece of feedback can be immediately assessed in terms of technical feasibility and translated into concrete solutions.
Trust Is Not an Add-On – It’s the Foundation
Trust in digital solutions must be built consistently – step by step, decision by decision. At CompuGroup Medical Poland, we know this well. For 30 years, we’ve been developing IT systems for healthcare and supporting hospitals at every stage of their digital transformation.
CGM CONNECT is not just a platform or a set of tools – it’s a culture of collaboration and a deep understanding of user needs, rooted in long-standing relationships and experience. Over three decades, we’ve learned one thing: the best solutions are not created in isolation. They are built together – with those who will use them every day.
That’s why we listen, analyze, consult – and implement. Because only then can we create solutions that truly support the healthcare system. And that, over time, become an integral part of the daily work of medical facilities across Poland.
Author: Małgorzata Nieleszczuk, Sales & Marketing Manager, CompuGroup Medical Poland
Quotes: Łukasz Borzęcki, Director of Product Development, CompuGroup Medical Poland
