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“From idea to reality”

“ 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

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“From idea to reality”

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  1. “From idea to reality” What is necessary to succeed when implementing ICT in a healthcare organization?ICT and Medical Technology department Norrbotten County Council

  2. “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

  3. ¼ of Sweden's land area ~250 000 inhabitants 5 hospitals 33 health centres 34 dental clinics ca 7 000 employees The County of Norrbotten

  4. Länsteknik – Norrbotten County Council’s technology organisation • 130 staff represent both IT, Medical Technology andhealth care knowledge and experience. • ICT Strategy • Own Technical infrastructure • System management of all IT systems • Maintenance of medical technical equipment • Project management

  5. 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

  6. Correspondancewith patient Registration ofarrival Medical records InpatientCare OutpatientCare VAS Referrals Medical certificates Dentist Laboratory tests and results Planning of surgery Prescriptions X-ray

  7. Success factors • Prioritizing of projects involves end users andsenior 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

  8. 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 User support organisation- Teknikakuten Teknikakuten’sKnowledgeBank awarded 2nd prize in the Self Service Awards; a worldwide competition for companies and organisations involved in user support.

  9. Customerfocuseduser support • Customer in focus- 97% of calls answeredwhitin 1 min- Coaching of Teknikakuten staff – enquiries dealt with respectfully and efficiently. • Efficientinternal process – 2nd/3rd line • Feedback tocustomer • Strategic feedback ensurecontinousimprovementof IT-support and systems- 10 mostfrequentissues

  10. 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

  11. Kristina Jonsson CIOCounty Council of NorrbottenDivision LänsteknikSunderby Hospital971 80 Luleå, Swedenkristina.jonsson@nll.se

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