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“From idea to reality”
What is necessary to succeed
when implementing ICT in a
healthcare organization?
ICT and Medical Technology department
Norrbotten County Council
DIVISION
Länsteknik
“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
DIVISION
Länsteknik
The County of Norrbotten
• ¼ of Sweden's land area
• ~250 000 inhabitants
• 5 hospitals
• 33 health centres
• 34 dental clinics
• ca 7 000 employees
DIVISION
Länsteknik
Länsteknik –
Norrbotten County Council’s technology organisation
• 130 staff represent both IT, Medical Technology and
health care knowledge and experience.
• ICT Strategy
• Own Technical infrastructure
• System management of all IT systems
• Maintenance of medical technical equipment
• Project management
DIVISION
Länsteknik
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
DIVISION
Länsteknik
Medical
records
Outpatient
Care
Inpatient
Care
Registration of
arrival
VAS
Referrals
Correspondance
with patient
Medical
certificates
Dentist
DIVISION
Länsteknik
Prescriptions
Planning of
surgery
X-ray
Laboratory tests
and results
Success factors
• Prioritizing of projects involves end users and
senior 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
DIVISION
Länsteknik
User support organisation
- Teknikakuten
• 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
Teknikakuten’s KnowledgeBank awarded
2nd prize in the Self Service Awards;
a worldwide competition for companies and
organisations involved in user support.
DIVISION
Länsteknik
Customer focused user support
• Customer in focus
- 97% of calls answered whitin 1 min
- Coaching of Teknikakuten staff – enquiries dealt with respectfully and efficiently.
• Efficient internal process – 2nd/3rd line
• Feedback to customer
• Strategic feedback ensure continous improvement of IT-support and systems
- 10 most frequent issues
DIVISION
Länsteknik
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
DIVISION
Länsteknik
Kristina Jonsson
CIO
County Council of Norrbotten
Division Länsteknik
Sunderby Hospital
971 80 Luleå, Sweden
[email protected]
DIVISION
Länsteknik