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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