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“Transforming Service Delivery – Delivering High Quality Care John Rayner Director - THIS. “Transforming the service delivery of the ICT Service in order to provide high quality health care”. Agenda…. Introduction IT a proven enabler Products Processes People Customers Key messages.

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Transforming the service delivery of the ict service in order to provide high quality health care

“Transforming the service delivery of the ICT Service in order to provide high quality health care”


Agenda
Agenda…. order to provide high quality health care”

  • Introduction

  • IT a proven enabler

  • Products

  • Processes

  • People

  • Customers

  • Key messages


THE EVOLVING ROLE OF IT order to provide high quality health care”

  • What is changing:

  • IT is a major business tool

    • not just a technical challenge

  • IT is now a service provided to customers

    • Customer/user focused

  • The IT department is a service provider.

    • Often not considered a core part – supplier

  • IT needs to be business aware.

    • meets business requirements

IT is a fundamental requirement in today’s Healthcare environment


It in health care

IT in health care……. order to provide high quality health care”


Bolton royal infirmary

1948 order to provide high quality health care”

Bolton Royal Infirmary


Bolton hospitals

2008 order to provide high quality health care”

Bolton Hospitals


1948 order to provide high quality health care”


2008 order to provide high quality health care”


1948 order to provide high quality health care”


2008 order to provide high quality health care”


1948 order to provide high quality health care”


2008 order to provide high quality health care”


Radiology
Radiology…. order to provide high quality health care”


PACS……. order to provide high quality health care”


We have the products
We have the products….. order to provide high quality health care”

Knowledge


Processes
Processes…. order to provide high quality health care”

  • Alignment to constantly changing service needs

  • Business ready

  • Business continuity

  • Pockets of resistance

  • Darzi review and changing service requirements

  • Systems exist to maintain the status quo

  • Innovation and embracing change

  • Culture Vs Strategy


It alignment with service requirements
IT alignment with Service Requirements order to provide high quality health care”

  • “Information technology and business are becoming inextricably interwoven. I don't think anybody can talk meaningfully about one without the talking about the other.”

  • “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”

Bill Gates


It alignment with service requirements1
IT alignment with Service Requirements order to provide high quality health care”

  • "We need to use the National Programme and the informatics profession as an opportunity to drive forward the use of information to save people's lives and improve the quality of care. Success will be about engaging with management, with our partners, transparency of information we make available to the public and commissioners to improve quality, fantastic data to transform processes, not just computerise care processes,"

Professor Swindells


Transforming the delivery of ict services
Transforming the Delivery of ICT services.. order to provide high quality health care”

  • Traditional services within a single organisation. (In-house services)

  • Managed services.

  • Shared services.

  • Joint ventures.

  • Semi independent but hosted.

  • Outsourced by functional area.


The people

Right people order to provide high quality health care”

Sat in the right seats

On the right bus

Travelling in the right direction

The people….


Relationship governance where are we
Relationship Governance: Where are we? order to provide high quality health care”

Confidence

Index

Management Dynamics

Trust Dynamics

Organizational

Trust

5

"Co-management" established

4

"Co-management" initiated

3

Group Trust

2

Seek Best Practice

1

Ad Hoc & Random

Individual Trust

0

You & Me

Individual Distrust

- 1

You vs. Me

- 2

Group Distrust

Us vs. Them

- 3

Red Team vs. Blue Team

- 4

Organizational

Distrust

War

- 5

Exit


“Each interaction with the customer creates or destroys satisfaction”“High levels of satisfaction are associated with higher levels of customer loyalty”Gene Alvarez - Gartner


Selection factors

7 satisfaction”

6

5

4

3

2

1

Proven service delivery/

Track record/references

Value

Relationship/access to

Technical expertise

excellence

decision makers

Selection factors

Question: Global primary selection factors when assessing a supplier

7

6

5

4

3

2

1

N = 27

Industry certifications

Low prices

RHIO/PHR participation

Contracting models

Geographic focus

Average

Asia/Pacific

U.S.

Canada

EMEA


Thoughts for the day
Thoughts for the day…….. satisfaction”

  • Successful relationships

  • Customer satisfaction and loyalty

  • Understand delivery and feedback

  • Consider value, and what adds the most

  • Customer centric employee culture

  • A leader in every seat

  • How do we incentivise in order to achieve mutual benefit?


Leadership

Leadership satisfaction”

“Actively manage the culture and the culture with manage the business”


Key messages and lessons 1
Key messages and lessons 1 satisfaction”

  • Understand customer / supplier relations

  • Independent, under scrutiny, integrity

  • Get an identity and a brand

  • Make the brand the product

  • Make customer excellence the main priority


Key messages and lessons 2
Key messages and Lessons 2 satisfaction”

  • Understand who you are

  • Understand the need to be different and what it is that differentiates

  • Have unique selling points


“During the past eight years, products have become more complicated. Everything from mortgages to health insurance, credit cards, consumer electronics, wireless electronics and cellular telephones have myriad permutations. At the same time that these products have been introduced, we have simultaneously pushed the customer interactions to self-service and lower-cost outsourced customer service centres. Because so many businesses consider customer service not to be a core competency, outsourcing sounds like a good choice. The reality for many businesses is that customer service is emerging as the only true differentiator”Source - Michael Maoz, Gartner 2006


Leadership is the key

‘Leadership is the key’ complicated. Everything from mortgages to health insurance, credit cards, consumer electronics, wireless electronics and cellular telephones have myriad permutations. At the same time that these products have been introduced, we have simultaneously pushed the customer interactions to self-service and lower-cost outsourced customer service centres. Because so many businesses consider customer service not to be a core competency, outsourcing sounds like a good choice.

“ You can’t lead your army into battle if you think that you look funny sat on the horse”


Key messages for cio director
Key messages for CIO / Director complicated. Everything from mortgages to health insurance, credit cards, consumer electronics, wireless electronics and cellular telephones have myriad permutations. At the same time that these products have been introduced, we have simultaneously pushed the customer interactions to self-service and lower-cost outsourced customer service centres. Because so many businesses consider customer service not to be a core competency, outsourcing sounds like a good choice.

  • Stay visible, let people know that you exist

  • Create an emotion

  • Bring meaning

  • Understand how you look, sound and behave

  • Manage the culture every single day

  • Empower your people


Questions
Questions…. complicated. Everything from mortgages to health insurance, credit cards, consumer electronics, wireless electronics and cellular telephones have myriad permutations. At the same time that these products have been introduced, we have simultaneously pushed the customer interactions to self-service and lower-cost outsourced customer service centres. Because so many businesses consider customer service not to be a core competency, outsourcing sounds like a good choice.

  • Are you satisfied that the technology is a proven enabler?

  • Does IT business related change remain a challenge?

  • Do you agree that our people and that the services they provide to customers are our greatest asset and as such should be the number One priority?


The Health Informatics Service is hosted by Calderdale & Huddersfield NHS Foundation Trust and supports healthcare organisations across Yorkshire and The Humber


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