DIVISION

Länsteknik

“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

OutpatientCare

InpatientCare

Registration ofarrival

Correspondancewith patient

Referrals

Dentist

Medical certificates

Laboratory tests and resultsPrescriptions Planning of

surgery X-ray

VAS

DIVISION

Länsteknik

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 JonssonCIOCounty Council of NorrbottenDivision LänsteknikSunderby Hospital971 80 Luleå, Swedenkristina.jonsson@nll.se