ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 11/14/14February 2011.February 2011.

SEeHealth: Bridging the Gap, Building the SEeHealth: Bridging the Gap, Building the

FutureFuture ROLE OF I.S. IN ROLE OF I.S. IN

PATIENT-FRIENDLY HOSPITALPATIENT-FRIENDLY HOSPITAL

Miroslav Mađarić, Ph.D., B.Sc.E.E.Miroslav Mađarić, Ph.D., B.Sc.E.E.CIO and CIO and AAdv.2.CEO dv.2.CEO

Dr. Vesna Nesek-Mađarić, B.Sc., Dr. Vesna Nesek-Mađarić, B.Sc., M.D.M.D.

Specialist in neurology Specialist in neurology

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 22/14/14February 2011.February 2011.

ToC:ToC:

• What is patient-friendliness (P-F) in What is patient-friendliness (P-F) in hospital?hospital?

• Points of P-F:Points of P-F:– Objective Objective

– SubjectiveSubjective

• I.S. as: I.S. as: – P-F blockerP-F blocker

– P-F enablerP-F enabler

• RecommendationsRecommendations

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 33/14/14February 2011.February 2011.

What is patient-What is patient-friendliness (P-F) in friendliness (P-F) in

hospital?hospital?We suggest following definition:We suggest following definition:

• ““Highly professional personnel,Highly professional personnel,

• facilities, facilities,

• organization and organization and

• behavior that: behavior that:

– enable proper medical treatment and enable proper medical treatment and carecare

– and and increase patient well-being increase patient well-being

– during entire hospital stay.”during entire hospital stay.”

• To be added: pre- & post-stay activities!To be added: pre- & post-stay activities!

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 44/14/14February 2011.February 2011.

Points of Points of patient-friendlinesspatient-friendliness

• Objective:Objective:– Medical expertiseMedical expertise– Procedures/JiTProcedures/JiT– Nursing qualityNursing quality– TechnologyTechnology– Architecture/EnvironmentArchitecture/Environment– Diet (foodservice)Diet (foodservice)

• Subjective:Subjective:– Quality pQuality perceptionerception– Information and consentInformation and consent– Kind and supportive personnelKind and supportive personnel– ““2-ears-1-mouth” principle2-ears-1-mouth” principle..

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 55/14/14February 2011.February 2011.

Sick seeks for S.E.E.Q!Sick seeks for S.E.E.Q!

• SafetySafety

• EffectivenessEffectiveness

• EfficiencyEfficiency

• QualityQuality

Hospital I.S. can be both:Hospital I.S. can be both:

blocker and enabler!blocker and enabler!

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 66/14/14February 2011.February 2011.

I.S. as patient-friendlinessI.S. as patient-friendlinessblockerblocker• DistractingDistracting

– PCs: focus on patient, eye-contactPCs: focus on patient, eye-contact– mobile: appointment interruptionsmobile: appointment interruptions

• Unsecure systems:Unsecure systems:– ConfidentialityConfidentiality– IntegrityIntegrity– AvailabilityAvailability

• ““Information flood”Information flood”• ““IT illiterates” and “digital IT illiterates” and “digital

natives”natives”• Pure administrative system.Pure administrative system.

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I.S. as patient-friendliness I.S. as patient-friendliness blockerblocker

Distracting from patient Distracting from patient contact...contact...

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 88/14/14February 2011.February 2011.

ConfidentialityConfidentiality• Most exposed issue in I.S.Most exposed issue in I.S.

• Dramatic change compared to Dramatic change compared to paperpaper

• Open issues:Open issues:– clear rulesclear rules– access control for non-medical access control for non-medical

personnelpersonnel– access rights hospital-wideaccess rights hospital-wide– users’ access rights administrationusers’ access rights administration– dynamic access rights (State-Based dynamic access rights (State-Based

Security), e.g. for internal Security), e.g. for internal consultationsconsultations

– access loggingaccess logging

• Balanced with availability...Balanced with availability...

ROLE OF I.S. IN PATIENT-FRIENDY HOSPITALROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 99/14/14February 2011.February 2011.

IntegrityIntegrity

• Baring in mind 3 principles:Baring in mind 3 principles:– data entry only oncedata entry only once– in real time and real placein real time and real place– data access everywhere the process data access everywhere the process

needsneeds

• CorrectnessCorrectness

• CompletenessCompleteness..

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AvailabilityAvailability

• ... balanced with confidentiality:... balanced with confidentiality:

• Dilemma of patient’s benefit:Dilemma of patient’s benefit:– to much confidentiality vs.to much confidentiality vs.– to much avato much avaiilability?lability?

• System avaSystem avaiilability: lability: – workaround scenarioworkaround scenario

• Data avaData avaiilabilitylability– Life-long preservationLife-long preservation..

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““Information” floodInformation” flood

Information presentation Information presentation “Patient “Patient organizer”organizer”

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I.S. as OBJECTIVE P-F enablerI.S. as OBJECTIVE P-F enabler

• Medical expertise & Medical expertise & nnursing qualityursing quality– education, feedback, contact with GP (b2b)education, feedback, contact with GP (b2b)

• TechnologyTechnology– integrated to the I.S., Internet freaksintegrated to the I.S., Internet freaks

• Procedures/JiTProcedures/JiT– workflow management, no queuingworkflow management, no queuing

• Architecture/EnvironmentArchitecture/Environment– access to personal/professional ICT servicesaccess to personal/professional ICT services

• Diet (foodservice)Diet (foodservice)– personal orderingpersonal ordering..

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Feedback exampleFeedback example

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I.S. as SUBJECTIVE P-F enablerI.S. as SUBJECTIVE P-F enabler• Perception of taking carePerception of taking care

– continuous education via Intranetcontinuous education via Intranet– patient social networkspatient social networks

• Information and consentInformation and consent– smart instructions for staffsmart instructions for staff– alerting, announcing, surveysalerting, announcing, surveys– on-line/mobile services (pre- & post-stay)on-line/mobile services (pre- & post-stay)– way-finding/signageway-finding/signage

• Kind and supportive personnel & “2-ears-Kind and supportive personnel & “2-ears-1-mouth” principle1-mouth” principle

– feedback channels via Webfeedback channels via Web

• Patient rightsPatient rights– link to the pertinent NGOslink to the pertinent NGOs

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RecommendationsRecommendations

• Use I.S. for betteUse I.S. for better r service to the patientservice to the patient

• Make your care for the patient visibleMake your care for the patient visible

• Practical P-F steps related to I.S.:Practical P-F steps related to I.S.:– demonstrate improvements through I.S. supportdemonstrate improvements through I.S. support

– reduce waiting times through I.S. solutionsreduce waiting times through I.S. solutions

– give better information to the patientgive better information to the patient

– don’t distract personnel with I.S. away from don’t distract personnel with I.S. away from patientpatient

– use pre- & post-stay channels to contact patientsuse pre- & post-stay channels to contact patients

– enable feedback through I.S.enable feedback through I.S.

• Boost P-F using I.S. !Boost P-F using I.S. !