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ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 1/14 February 2011. SEeHealth: Bridging the Gap, Building the Future ROLE OF I.S. IN PATIENT-FRIENDLY HOSPITAL.

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Presentation on theme: "ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 1/14 February 2011. SEeHealth: Bridging the Gap, Building the Future ROLE OF I.S. IN PATIENT-FRIENDLY HOSPITAL."— Presentation transcript:

1 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 1/14 February SEeHealth: Bridging the Gap, Building the Future ROLE OF I.S. IN PATIENT-FRIENDLY HOSPITAL Miroslav Mađarić, Ph.D., B.Sc.E.E. Miroslav Mađarić, Ph.D., B.Sc.E.E. CIO and Adv.2.CEO Dr. Vesna Nesek-Mađarić, B.Sc., M.D. Specialist in neurology

2 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 2/14 February ToC: What is patient-friendliness (P-F) in hospital? What is patient-friendliness (P-F) in hospital? Points of P-F: Points of P-F: –Objective –Subjective I.S. as: I.S. as: –P-F blocker –P-F enabler Recommendations Recommendations

3 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 3/14 February What is patient-friendliness (P-F) in hospital? 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 care –and increase patient well-being –during entire hospital stay.” To be added: pre- & post-stay activities! To be added: pre- & post-stay activities!

4 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 4/14 February Points of patient-friendliness Objective: Objective: –Medical expertise –Procedures/JiT –Nursing quality –Technology –Architecture/Environment –Diet (foodservice) Subjective: Subjective: –Quality perception –Information and consent –Kind and supportive personnel –“2-ears-1-mouth” principle.

5 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 5/14 February Sick seeks for S.E.E.Q! Safety Safety Effectiveness Effectiveness Efficiency Efficiency Quality Quality Hospital I.S. can be both: blocker and enabler!

6 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 6/14 February I.S. as patient-friendliness blocker Distracting Distracting –PCs: focus on patient, eye-contact –mobile: appointment interruptions Unsecure systems: Unsecure systems: –Confidentiality –Integrity –Availability “Information flood” “Information flood” “IT illiterates” and “digital natives” “IT illiterates” and “digital natives” Pure administrative system. Pure administrative system.

7 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 7/14 February I.S. as patient-friendliness blocker Distracting from patient contact...

8 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 8/14 February Confidentiality Most exposed issue in I.S. Most exposed issue in I.S. Dramatic change compared to paper Dramatic change compared to paper Open issues: Open issues: –clear rules –access control for non-medical personnel –access rights hospital-wide –users’ access rights administration –dynamic access rights (State-Based Security), e.g. for internal consultations –access logging Balanced with availability... Balanced with availability...

9 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 9/14 February Integrity Baring in mind 3 principles: Baring in mind 3 principles: –data entry only once –in real time and real place –data access everywhere the process needs Correctness Correctness Completeness. Completeness.

10 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 10/14 February Availability... balanced with confidentiality:... balanced with confidentiality: Dilemma of patient’s benefit: Dilemma of patient’s benefit: –to much confidentiality vs. –to much availability? System availability: System availability: –workaround scenario Data availability Data availability –Life-long preservation.

11 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 11/14 February “Information” flood Information presentation  “Patient organizer”

12 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 12/14 February I.S. as OBJECTIVE P-F enabler Medical expertise & nursing quality Medical expertise & nursing quality –education, feedback, contact with GP (b2b) Technology Technology –integrated to the I.S., Internet freaks Procedures/JiT Procedures/JiT –workflow management, no queuing Architecture/Environment Architecture/Environment –access to personal/professional ICT services Diet (foodservice) Diet (foodservice) –personal ordering.

13 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 13/14 February Feedback example

14 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 14/14 February I.S. as SUBJECTIVE P-F enabler Perception of taking care Perception of taking care –continuous education via Intranet –patient social networks Information and consent Information and consent –smart instructions for staff –alerting, announcing, surveys –on-line/mobile services (pre- & post-stay) –way-finding/signage Kind and supportive personnel & “2-ears-1- mouth” principle Kind and supportive personnel & “2-ears-1- mouth” principle –feedback channels via Web Patient rights Patient rights –link to the pertinent NGOs

15 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL 15/14 February Recommendations Use I.S. for better service to the patient Use I.S. for better service to the patient Make your care for the patient visible Make 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. support –reduce waiting times through I.S. solutions –give better information to the patient –don’t distract personnel with I.S. away from patient –use pre- & post-stay channels to contact patients –enable feedback through I.S. Boost P-F using I.S. ! Boost P-F using I.S. !


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