Insight Driven Health. Collaborative technologies: working smarter in the NHS

Transcription

1 Insight Driven Health Collaborative technologies: working smarter in the NHS

2 NHS organisations are finding it necessary to demand more from employees; workers are expected to be constantly informed in order to make better decisions and produce faster results. 2

3 Collaborative technologies: working smarter in the NHS Exploiting opportunities to achieve efficiency by adopting innovative ways of working is no longer optional for NHS leaders. The pressure to deliver savings allied to the potential for productivity gains through increased collaboration and integration is ever-increasing. All the more so since record numbers of Trusts are now posting deficits, while increasing levels of competition in acute services in some regions is adding to the challenge. A study suggested that if all hospitals and GP practices were as efficient as the best-run NHS facilities, the financial benefits would amount to between 13bn and 20bn in operational savings each year 1. 1 If the NHS budget is being protected, why are hospitals facing huge cuts?, The Guardian, 8 June 2011 NHS organisations are finding it necessary to demand more from employees; workers are expected to be constantly informed in order to make better decisions and produce faster results. The need for efficiency necessitates collaboration between colleagues: bringing together highly competent individuals, supported by technology, to create high performance teams. Externally, the digital disruption of business models within the private sector (e.g. airline and financial services) and growing traction in social collaboration to produce the informed health consumer (e.g. Patients Like Me), drives NHS organisations to introduce collaboration with patients to create new user experiences. To capitalise on these opportunities organisations must move beyond standalone collaboration initiatives; they must begin to directly embed those initiatives in their core business processes. The new approach is to build social, collaborative processes and applications throughout the enterprise, ultimately resulting in embedded channels combining search, knowledge management, workflow, and collaboration. This approach delivers the ability to help employees more easily and effectively do their jobs, enable colleagues and business partners to easily share knowledge and learning and support the NHS in creating new and innovative ways of delivering care. What will enterprise collaboration look like in the near future? The new face of collaboration will show up first as interactions that are integrated into core processes and workflows. When employees are able to contact colleagues directly, share information, identify specialists, raise questions within group environments and find the right answers to their questions directly. They will quickly become smarter, more responsive, and more productive. Participation will be transparent and auditable so that contribution is visible, and it will be easier for staff to reach out for information. This is the opportunity that the NHS must now seize, realising the benefits for GP Practices and Hospitals in the process. 3

4 The opportunity is to connect NHS workforces and knowledge bases more effectively and efficiently through enhanced use of a combination of concepts and technologies such as: unified communications (instant messaging, voice over internet protocol (VoIP) and video-conferencing); universal presence (consistent end user access and experience across multiple channels and locations); sharing and content management (like SharePoint); and enterprise social software (like social media, but for use in driving collaboration in a business context). And of course there is also mobility NHS staff can access information, and be accessible to their colleagues when working outside of a traditional office environment from their smartphones or other devices. 4

5 How will this work in practice? Some parts of the NHS are already adopting collaboration tools and realising some of the efficiency gains that can be made. To take just one example, an NHS Health Informatics Service in the Midlands is now working with local NHS partners to provide access to Microsoft Lync 2. In its rationale for this deployment it cites a range of benefits for this, from lower costs and improved productivity, through to support for home-based or mobile workers. However the opportunity is actually far greater than just financial efficiencies, boosting workforce productivity and engagement and enabling provision of higher quality healthcare are more compelling objectives. Specific applications of collaboration that are being explored in the NHS and other industries are presented on the next pages. 2 post/2012/10/08/reduce-costs-and-improveproductivity-with-ms-lync.aspx Of 100 Collaboration quick-wins One frequent complaint across the clinical workforce in both primary and secondary care is that clinicians are required to attend too many meetings, wasting time and money on meeting preparation and travel. Collaborative technologies can substantially reduce the travel time and costs associated with meetings, while VoIP tools allied with managed online meetings can significantly cut telecommunications costs. Related to this, the per meeting charge for virtual meetings, such as a Lync-based managed meeting solution, virtual meetings, 20 can be directly linked to savings with either cost or time, thanks to reduced travel needs and better cross-geography collaboration, estimates a Nordic telecommunications firm can be highly cost effective. For example, a Nordic telecommunications firm estimates that out of 100 virtual meetings that it conducts using a managed meeting solution, more than 20 can be directly linked to savings with either cost or time, thanks to reduced travel needs and better cross-geography collaboration 3. In the healthcare sector, these benefits become particularly important as health delivery gets increasingly regionalised and colleagues are no longer at the end of the corridor. 3 For more, see: Collaboration increases employee connectivity, Accenture and Avanade,

6 How other sectors are leveraging collaboration Many other sectors have already embraced collaborative technologies as a way to streamline their businesses in this area. For example, Accenture s implementation of Lync and Live Meeting across a large UK mobile telecommunications operator enabled the company to achieve annual cost savings of 2 million and the equivalent of 4,400 people days. The solutions, which include features such as instant messaging, VoIP facilities and video-conferencing, also helped the company cut its carbon emissions by 760 tonnes. Similarly, a global pharmaceutical company helped improve how its R&D team could collaborate across a range of locations, cut down on travel and boost productivity through virtual team meetings. Importantly, it also managed to increase a sense of cohesion across teams that were geographically dispersed in the process. 8m each year is saved by a UK telecommunications provider, thanks to the deployment of a social learning solution that allows employees to create and share short 1-2 minute podcasts Elsewhere, another national telecommunications provider in the UK now saves an estimated 8m each year thanks to the deployment of a social learning solution that allows employees to create and share short 1-2 minute podcasts on any subject, and view these on the intranet or on a mobile device. Another example that the NHS could draw on is the Accenture project with an international home furnishing group. In this project Accenture helped the company to build a single source of information for employees and franchises that applies knowledge management technology and an online portal to ensure the information distributed throughout this disparate organisation was consistent. As a result, user ratings for the online portal increased by 19 per cent showing increased employee satisfaction. Many companies have proven the benefits of collaborative technologies in boosting workforce productivity. The NHS now has the opportunity to leverage these tools and the experiences from other organisations. 6

7 Collaboration technologies enable all of an organisation s employees, wherever they are based, to share information and publish ideas on a universally accessible platform through any device. 7

8 Application of collaboration tools Collaboration technologies such as SharePoint enable all of an organisation s employees, wherever they are based, to share information and publish ideas on a universally accessible platform through any device. It enables teams working across many locations to organise projects via shared documents and to access the knowledge and expertise of other colleagues throughout the organisation. 66 medical centre departments are using an intranet that connects colleagues with one another and the outside world through a social software platform that Accenture partnered with Avanade to implement The new generation of sharing tools are much more configurable, with improved features for integration with your and other day-to-day applications. However, successful implementations and ability to realise benefits will continue to be dependent on dedicated and experienced deployment teams with effective training and support. One area where collaboration brings huge potential value is in the management and effectiveness of Multi-Disciplinary Teams (MDTs). MDTs have become increasingly important as a way to deliver high quality integrated care to patients. The operational and clinical practices of MDTs are well established, however in many cases the technology and telecommunications required to support these working effectively aren t yet in place. Significant amounts of clinical and administrative time are wasted trying to share documentation effectively and connect clinical teams. In many cases clinicians travel significant distances to attend meetings in person as the remote collaboration options are poor. Effective use of a combination of tools, such as SharePoint, for document sharing and Lync for teleconferencing can provide a cost effective, universal platform for accessing common data and meetings across geographies and care settings. Social collaboration In another project, Accenture partnered with Avanade to implement a new intranet for a leading medical centre that connected colleagues with one another and the outside world through a social software platform. The aim was to overcome the stumbling block that the centre s original platform represented to efficient communication and collaboration 4. These solutions leverage the strengths of social networks (user interfaces that users of all skill levels are familiar with, and thus the ability to drive strong levels of adoption) with the diligence required in an enterprise (appropriate security measures, backed up by solid oversight and controls). In the example of the medical centre rollout, 66 departments at the centre are linked to the platform, with staff from frontline clinicians to management and administrators able to share information, stay up to date with critical updates and review corporate communications. The platform even identifies the centre s researchers to tag their activity so that fellow experts with experience can share information and easily find one another. 4 For more on this, see: Medical center gets connected, Accenture,

9 Collaboration for improved quality of care For the NHS, the most exciting potential applications of technology are in transforming the way the NHS delivers care to its patients and it is here that effective use of collaboration presents significant opportunity. Providing clinicians with the ability to communicate more effectively with their colleagues in other organisations has significant benefits for patients. This is particularly true in primary and community settings where greater collaboration could help to ensure quicker access to the right expertise and more appropriate referrals to other care providers. A large mental health Trust began piloting a scheme to offer online counselling to patients using Microsoft Lync. The trust serves a population of 850,000 people across a wide geographical area and was looking for a solution that would enable it to offer mental health counselling more effectively the system allows up to 10,000 patients to book online appointments with a nominated counsellor and then to conduct the session in their homes, or even workplaces, via channels such as instant messaging, audio and videoconferencing. It has been popular with patients and the trust hopes to recoup its costs by selling the system to other organisations. 10,000 can book online appointments and chat with their doctor, since a large mental health trust in the UK began piloting a scheme to offer online counselling to patients using Microsoft Lync There are also applications in the acute space; for example at large hospitals around London video-conferencing technology is already being used to monitor patients under intensive care. In one major London Intensive Care Unit, a project is underway to pool resources through implementing a Virtual Intensive Treatment Unit enabling nursing staff to monitor multiple patients at once. Simple applications of this kind of technology can also facilitate communication between families and patients at critical times. In the United States, at a large University Medical Centre, Lync is being used to connect mothers with their new-born babies in neonatal units where previously they would have been unable to get regular access and communicate during their patients first few days; this is both increasing the quality of care for the new-borns and significantly improving patient experience for the mothers. 9

10 International health collaboration experiences The NHS can also look to other healthcare systems for inspiration. An Accenture-led project in the Basque region of Spain has reduced pressure on the healthcare ecosystem, where an ageing population and the high levels of chronicity have resulted in growing deficit in healthcare budgets. Two initiatives are now alleviating that pressure: firstly, a new Multichannel Health Services Centre offering access to healthcare through a range of communication methods (including nurses in the centre who are staffed to help patients manage their own health without needing time with a doctor or an admission to hospital); and TEKI a system for monitoring elderly patients that relies on consumer collaboration technologies. The results have been impressive, particularly in light of the target cohorts being less technically savvy than other demographics 18 per cent of interactions between primary healthcare professional and patients now take place over the phone, while 96 per cent of patients who set up appointments online were satisfied with their experience. 96 % of patients who set up appointments online were satisfied with their experience in the Basque region of Spain. The service is part of a new care organisation aimed at improved healthcare outcomes, patient satisfaction, patient and carer life quality, and overall sustainability of the region s public health system Where next for collaboration technologies? NHS organisations are at the beginning of a journey in relation to collaboration. Quick wins need to be exploited in support of the NHS cost reduction agenda, including the immediate savings from initiatives such as virtual meetings. In the longer term, it is the promise of greater clinical effectiveness and more integrated care that is especially exciting, as a wide range of healthcare professionals have the tools available to them to support greater collaboration. As the maturity and integration of medical record systems evolve, data capture becomes more sophisticated and the application of analytics increases, the opportunities for collaboration will also evolve. In the near future integration with sophisticated medical records systems will become a key requirement for collaboration and communication tools. Challenges and solutions ahead Of course, there are still major challenges to address. In particular, security is a key issue, and the NHS will require applications with the highest standards of encryption, reliability and security, adapted to meet healthspecific regulatory requirements. Implementation will also be a critical factor, both in terms of change management and in technical implementation. Given the NHS s reliance on a complex array of legacy systems and platforms, providers track record in migration will be a vital consideration for service commissioners. Still, these hurdles can be overcome with the support of the right partners and the prizes on offer from collaborative technologies are too valuable to ignore, as examples from both the healthcare sector, and various other industries, now clearly illustrate. As the NHS addresses current financial realities, it should be looking to the next generation of tools and technologies to match the agility and speed of communications that is second nature to the next generation of doctors and nurses. 10

11 NHS organisations can become the most agile, collaborative healthcare system in the world. 11

12 About Accenture Accenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, Its home page is Insight Driven Health Insight driven health is the foundation of more effective, efficient and affordable healthcare. That s why the world s leading health care providers and health plans choose Accenture for a wide range of insight driven health services that help them use knowledge in new ways from the back office to the doctor s office. Our committed professionals combine realworld experience, business and clinical insights and innovative technologies to deliver the power of insight driven health. For more information, visit: Copyright 2014 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.