Abstract
Objectives: To explore the local service delivery level when information technology (IT) was introduced into a non‐profit residential aged care facility. Methods: Theoretical sampling provided participants from occupational groups staffing day‐to‐day work activities. Twenty‐two participants were interviewed about the compulsory use of computers in daily routines, and the role of IT in service delivery. Findings: Analysis of interview data identified five themes. Three related to local service delivery issues that stemmed from the restructuring of daily work practices. Two themes, which enforced the change at local level, related to the idea of sustainability. Conclusion: IT was regarded as part of the new focus in aged care towards outcome‐related goals such as efficiency, fiscal sustainability and quality. Nonetheless, these outcomes were perceived by the staff to be separate from the care given to the residents, indicating that staff could not yet reconcile the new procedural requirements with their caregiving practice.
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