Bridging the Gap, Building the Future: Role of I.S. in Patient-Friendly Hospital

1. SEeHealth: Bridging the Gap, Building the FutureROLE 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 ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

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

3. What is patient-friendliness (P-F) in hospital? We suggest following definition: “Highly professional personnel, facilities, organization and behavior that: enable proper medical treatment and care and increase patient well-being during entire hospital stay.” To be added: pre- & post-stay activities! ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

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

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

6. I.S. as patient-friendlinessblocker 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. ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

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

8. Confidentiality Most exposed issue in I.S. Dramatic change compared to paper 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... ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

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

10. 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. ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

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

12. 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. ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

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

14. I.S. as SUBJECTIVE P-F enabler Perception of taking care continuous education via Intranet patient social networks 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 feedback channels via Web Patient rights link to the pertinent NGOs ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL

15. Recommendations 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. Boost P-F using I.S. ! ROLE OF I.S. IN PATIENT-FRIENDY HOSPITAL