Transcript What is patient

SEeHealth: Bridging the Gap, Building the Future
ROLE OF I.S. IN
PATIENT-FRIENDLY HOSPITAL
Miroslav Mađarić, Ph.D., B.Sc.E.E.
CIO and Adv.2.CEO
Dr. Vesna Nesek-Mađarić, B.Sc., M.D.
Specialist in neurology
February 2011.
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ToC:
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What is patient-friendliness (P-F) in hospital?
Points of P-F:
– Objective
– Subjective
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I.S. as:
– P-F blocker
– P-F enabler
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Recommendations
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What is patient-friendliness
(P-F) in hospital?
We suggest following definition:
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“Highly professional personnel,
facilities,
organization and
behavior that:
– enable proper medical treatment and care
– and increase patient well-being
– during entire hospital stay.”
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To be added: pre- & post-stay activities!
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Points of patient-friendliness
• Objective:
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Medical expertise
Procedures/JiT
Nursing quality
Technology
Architecture/Environment
Diet (foodservice)
• Subjective:
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Quality perception
Information and consent
Kind and supportive personnel
“2-ears-1-mouth” principle.
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Sick seeks for S.E.E.Q!
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Safety
Effectiveness
Efficiency
Quality
Hospital I.S. can be both:
blocker and enabler!
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I.S. as patient-friendliness
blocker
• Distracting
– PCs: focus on patient, eye-contact
– mobile: appointment interruptions
• Unsecure systems:
– Confidentiality
– Integrity
– Availability
• “Information flood”
• “IT illiterates” and “digital natives”
• Pure administrative system.
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I.S. as patient-friendliness blocker
Distracting from patient contact...
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Confidentiality
• Most exposed issue in I.S.
• Dramatic change compared to paper
• Open issues:
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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...
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Integrity
• Baring in mind 3 principles:
– data entry only once
– in real time and real place
– data access everywhere the process needs
• Correctness
• Completeness.
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Availability
• ... balanced with confidentiality:
• Dilemma of patient’s benefit:
– to much confidentiality vs.
– to much availability?
• System availability:
– workaround scenario
• Data availability
– Life-long preservation.
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“Information” flood
Information presentation  “Patient organizer”
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I.S. as OBJECTIVE P-F enabler
• Medical expertise & nursing quality
– education, feedback, contact with GP (b2b)
• Technology
– integrated to the I.S., Internet freaks
• Procedures/JiT
– workflow management, no queuing
• Architecture/Environment
– access to personal/professional ICT services
• Diet (foodservice)
– personal ordering.
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Feedback example
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I.S. as SUBJECTIVE P-F enabler
• Perception of taking care
– continuous education via Intranet
– patient social networks
• Information and consent
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smart instructions for staff
alerting, announcing, surveys
on-line/mobile services (pre- & post-stay)
way-finding/signage
• Kind and supportive personnel & “2-ears-1mouth” principle
– feedback channels via Web
• Patient rights
– link to the pertinent NGOs
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Recommendations
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Use I.S. for better service to the patient
Make your care for the patient visible
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.
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February 2011.
Boost P-F using I.S. !
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