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“ From idea to reality” What is necessary to succeed when implementing ICT in a healthcare organization? ICT and Medical Technology department Norrbotten County Council. “From idea to reality”. Taking an idea through to a maintained system - Project and system management - PowerPoint PPT Presentation
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DIVISION
Länsteknik
“From idea to reality”
What is necessary to succeed when implementing ICT in a
healthcare organization?
ICT and Medical Technology department Norrbotten County Council
DIVISION
Länsteknik
“From idea to reality”
• Taking an idea through to a maintained system- Project and system management
• Ensuring availability and security of IT infrastructure- Implementing into an existing and complex infrastructure
• Customer focused user support
DIVISION
Länsteknik
The County of Norrbotten
• ¼ of Sweden's land area
• ~250 000 inhabitants
• 5 hospitals
• 33 health centres
• 34 dental clinics
• ca 7 000 employees
DIVISION
Länsteknik
Länsteknik – Norrbotten County Council’s technology organisation
• 130 staff represent both IT, Medical Technology and health care knowledge and experience.
• ICT Strategy
• Own Technical infrastructure
• System management of all IT systems
• Maintenance of medical technical equipment
• Project management
DIVISION
Länsteknik
VAS - One patient, one medical journal• Electronic health record developed by healthcare professionals for healthcare professionals !
• Has been developed 'in-house' over the last 20 years
• Covers the needs of all professional roles in healthcare centres,hospitals, dentists, private clinics and care homes for the elderly.
• 100 % of referrals within the county are electronic.
• 98 % of prescriptions are electronic
• VAS accessible in ambulances
• VAS used by dentists in the county
DIVISION
Länsteknik
Medical records
OutpatientCare
InpatientCare
Registration ofarrival
Correspondancewith patient
Referrals
Dentist
Medical certificates
Laboratory tests and resultsPrescriptions Planning of
surgery X-ray
VAS
DIVISION
Länsteknik
Success factors
• Prioritizing of projects involves end users and senior management.
• Aim to satisfy end user and organisational needs.
• A systematic approach to system management, running, development and user training.
• Central control of the infrastructure; single solutions for the entire county.
• Close co-operation between end users, IT and medical technology staff and system suppliers
DIVISION
Länsteknik
User support organisation- Teknikakuten• User support - a single telephone number
• "Self-help" web portal Knowledge Bank.
• Self service, Password Kiosk
• IT based issue management and follow-up- on line registration
Teknikakuten’s KnowledgeBank awarded 2nd prize in the Self Service Awards; a worldwide competition for companies and organisations involved in user support.
DIVISION
Länsteknik
Customer focused user support
• Customer in focus- 97% of calls answered whitin 1 min- Coaching of Teknikakuten staff – enquiries dealt with respectfully and efficiently.
• Efficient internal process – 2nd/3rd line
• Feedback to customer
• Strategic feedback ensure continous improvement of IT-support and systems- 10 most frequent issues
DIVISION
Länsteknik
Conclusion
• Health care needs
• Engaged leaders - top management
• Define ownership of projects and systems
• Receiving organization engaged
• Long-term management and funding
• Adaption to complex infrastructur and legislation
• Customer oriented user support
DIVISION
Länsteknik
Kristina JonssonCIOCounty Council of NorrbottenDivision LänsteknikSunderby Hospital971 80 Luleå, [email protected]