The role of patient-portals in hospitals - EU-project "ICT in health"

Copyright © 2009 Accenture All Rights Reserved.

The role of a personal health-portal in

serving a hospital’s constituents

Francis D'Silva - Accenture, Innovation in Health

“ICT for Health” Project meeting, Oslo, 8th Nov 2010

About this presentation

Context

Patient portal

High level concept

Implications

Q&A - Discussion

1 © 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010

An engaged population and technology evolution are

encouraging patients to manage their health


Retail Clinics

Home Care

Hospital or

Inpatient care Mobile

Health

Game

Consoles

Social Networks

Interactive TV

Health Pod

Health Electronics

http://images.google.com/imgres?imgurl=http://blog.highlighthealth.info/wp-content/uploads/2009/04/plm-logo.png&imgrefurl=http://blog.highlighthealth.info/&usg=__gyxy1M-sbnMPn_1QMzl9PFokbws=&h=87&w=400&sz=14&hl=en&start=23&um=1&tbnid=V0k2kzHdWdcI0M:&tbnh=27&tbnw=124&prev=/images?q=patients+like+me&ndsp=21&hl=en&rls=com.microsoft:*&sa=N&start=21&um=1

http://www.amazon.com/gp/product/images/B003H4R6SA/ref=dp_image_0?ie=UTF8&n=301185&s=wireless

Residents and their families need to be included

in the management of their own care

Trust is crucial – privacy

(anonymity) and quality of

information

Ease of access to serve all

users across age-groups and

disabilities (universal access)

Authorized and quality-

controlled information

Practical tools – guides,

trackers, uploaders, telehealth

etc

© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 3

Clinical Information Systems

Hospital Management Systems

Information and services must flow seamlessly

for patients to enjoy a strong user experience


Portal

Services must be useful for the user

Trust must be maintained

User-experience should be engaging

Information quality must be high

The portal must tie into the supporting services

Practices and procedures for the workforce

must be designed and implemented

Move data seamlessly without compromising

accuracy, privacy for flexibility and usability

Interdisciplinary processes and collaboration

Data transfer between organisations (even across

nation states) – without compromising trust

The EU-project «ICT for Health» provides a

unique opportunity to create innovative solutions


Source: «ICT for Health» project

Standards for data interchange and privacy infrastructure – national and EU

High-level concept


ICT services from a provider enterprise

PAS…

Provider portal for patients … across organisations

and nation states

PACS, EPR.. ERP

A PHR software platform based on a portal technologies like SharePoint or more dedicated platforms like MS Healthvault, Dossia, Google Health etc

A software platform for HIE* operated by a HIO** (Altinn+ could serve as a HIE platform, with the HIO modelled along the lines of ASF++)

* Health Information Exchange

** Health Information Organization

ICT services from Public Health agencies

ICT services from payer enterprise

Citizen portal for citizens

+ Altinn is a government platform for interoperability between agencies ++ Altinn Sentralforvaltning is the agency operating Altinn for the authorities

Powered by a platform built using

HealthVault and Altinn

(driven by Samhandlingsreform*)

For a compelling user experience, services must

present an integrated and aggregated view of services

from providers, payers and the public health service*


Multiple channels Key stakeholders &

service providers

Consumers

(citizens)

•Service integration

•Experience optimization

•Channel management

HealthNorway**

Pharmacies

Medical care providers

Health care payers

Public Health information

Other service providers

Web

Mobile

TV

Game console

**Public Health portal for Norwegian residents

Community and social enterprises

(Web 2.0)

* As envisioned by «Coordination Reform» (Samhandlingsreform )

driven by the Norwegian ministry for Health and Care

+Government interoperability platform

Altinn for Health+

•Orchestration of interactions

and information exchange

ILLUSTRATIVE

http://www.amazon.com/gp/product/images/B003H4R6SA/ref=dp_image_0?ie=UTF8&n=301185&s=wireless

Health provider Payer (insurer) Public health

Collaborative workflow (Case management, CRM …)

Secure self-service portal

Performance management (Learning Chains, Business Intelligence, Knowledge bases …)

Service requests

and complaints

Update my profile Educational services

Upload results Make appointment

My cases My prescriptions

My payments

My medical history

Portal aggregation

A citizen-centric online experience also drives benefits

for providers, payers and the public health service

© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010

Residents* *includes non-residents

entitled to Health benefits

Claims

EMR Admin Audit

Benefits

Rules Health

Apps

Clinical

Products Pharmacy Legal

Payments Registers

Grants

ILLUSTRATIVE

Market leaders are already taking steps to create

better consumer experience

9 © 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Source: Accenture & Microsoft


better consumer experience (cont’d)

10 © 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Source: Accenture & Microsoft


better consumer experience (cont’d)


• Personal PHR

Source: Accenture

Implications

Customer-orientation of service and management processes

Re-orientation of clinical processes

Training and skills development – service and leadership

Modernising Clinical IT systems


Questions?


Thank You!

Francis D’Silva Accenture, Innovation in Health

[email protected]

+ 47 908 26 049


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The role of patient-portals in hospitals - EU-project "ICT in health"