IT, change and evaluation: an overview of the role of evaluation in health services.

Effective evaluation is important for appropriate deployment and use of information technology, especially in the current environment of changing health services. However, the broad range of roles and environments in which technology is used challenges traditional evaluation approaches. As technology has progressed, these roles have developed to the extent that information technology is now often playing a very complex role in health service organisations. In such cases there are many uncertainties in decisionmaking that are difficult to address with traditional formal evaluation techniques. There is a need to recognise and work with more complex, socially constructed decisionmaking process relying substantially on a variety of human judgements. The need for this recognition is demonstrated by exploring the difference in our ability to analyse a range of different systems, considering the role of complexity, uncertainty, theory, change and control. There is the need, then, for evaluation processes to complement these social decisionmaking processes, rather than to replace them. The nature of these processes needs to be effectively understood to enable the most appropriate types of evaluations to be undertaken. A number of different scenarios are explored to demonstrate the types of roles that evaluation may need to take.