Background:
Prescribing and administration of Systemic Anticancer Treatment (SACT) is a high-risk, multidisciplinary process. Prior to implementing an Oncology Management System (OMS), cancer services relied on manual paper-based processes and legacy scheduling systems. The OMS was implemented in eight regional sites as a shared multi-site rollout across two WA health service providers, with approximately 1,200 staff provisioned for system access.
Objectives:
Identify and categorise support requests, technical issues, and training needs during OMS implementation. Provide transferable recommendations for future clinical application rollouts.
Methods:
Data was collected using a structured issues log, categorised by type (Support, Issue, Enhancement), subtype, site, days to resolution, and analysed using prospective thematic methods.
Evaluation:
Requests (n=1,702) were logged between October 2024 and May 2026. Requests comprised 86% (n=1,461) support queries, 12% (n=207) technical issues and 2% (n=34) enhancements. Training-related queries were the largest subtype (n=992, 58%), followed by workflow (n=169, 9%) and user-related issues (n=151, 9%). Most requests (n=1,189, 70%) were resolved same day, with 12% (n=199) within seven days. Requests by discipline were (n=1,655, excluding 47 project team entries): pharmacy (n=928, 56%), nursing (n=518, 31%), medical (n=133, 8%), nurse practitioners (n=54, 3%), clerical (n=22, 1%).
Discussion:
Training needs accounted for most support required across sites, reinforcing complexity of specialised clinical application implementation and highlighting the importance of aligning training closer to go-live. Training was delivered prior to site go-live via eLearning, online and face-to-face training, with three weeks post‑implementation remote support. Requests reflected queries addressable through existing materials rather than formal training gaps, rather than workflow issues. The predominance of pharmacy requests (56%) reflects pharmacists' role in SACT workflows. Support requests (86%) represent clarification rather than failures, and 70% same-day resolution reflects responsiveness from the project team. These findings demonstrate importance of clinician-led training and post-implementation support, offering insights for future rollouts.