Strategy and Information - PowerPoint PPT Presentation

1 / 34
About This Presentation
Title:

Strategy and Information

Description:

The public has high expectations about information technology in health services. ... news/releases/2004/04/20040427-4.html. The need. Get good information ... – PowerPoint PPT presentation

Number of Views:82
Avg rating:3.0/5.0
Slides: 35
Provided by: hadmS
Category:

less

Transcript and Presenter's Notes

Title: Strategy and Information


1
Strategy and Information
  • Jan Probst, PhD
  • HSPM J713
  • 2006

2
Additional comments
  • By Sam Baker, Ph.D., Fall 2008

3
High hopes
  • The public has high expectations about
    information technology in health services.

4
Patients want information
5
Public approves of HIT
6
Potential not being met
  • IT has not kept up with
  • Complexity of system
  • Division of labor

7
Information gaffes
  • Administrative cost of provider-insurer-patient
    interaction
  • Care problems
  • Lost and repeated tests
  • Wrong drug or wrong dosage
  • Surgery on wrong body or part

8
Falling behind other countries
  • http//content.healthaffairs.org/cgi/content/full/
    25/3/819?ijkey9mznvmXKaxoykkeytyperefsiteidhe
    althaff

9
Avoidance is not an option
  • Executive Order 13335. Incentives for the use of
    Health Information Technology
  • The National Coordinator shall develop,
    maintain, and direct the implementation of a
    strategic plan to guide the nationwide
    implementation of interoperable health
    information technology in both the public and
    private health care sectors .

http//www.whitehouse.gov/news/releases/2004/04/20
040427-4.html
10
The need
  • Get good information
  • To the right person
  • At the right time

11
Health information technology spending
  • 23.6B 2003
  • Projected 30.5B 2006
  • 9 growth per year

Dornfest.com, press release 2/2004
12
Newer estimates of government health IT spending
  • State and local
  • Federal

13
Topics for this afternoon
  • Purpose of HMIS
  • How to think about information

14
Purpose of HMIS
  • Improve health better outcomes
  • Improve organization lower cost
  • Requirements
  • Good organizations
  • Good information
  • Systems for linking information and action

15
Good management information
  • Information
  • Relevant
  • Sensitive
  • Unbiased
  • Comprehensive
  • Timely
  • Action-oriented
  • Uniform
  • Performance targeted
  • Cost effective

16
First lesson for tonight
  • What you ask matters
  • Whom you tell matters
  • Getting either of those wrong is a short-cut to
    disaster

17
Information is...
  • A key organizational resource
  • The central unit in medicine
  • Vital to ALL management

So it must be strategically planned developed
18
Case
  • A weekend counselor at a home for mentally ill
    teens takes the entire cottage of 15 children to
    the movies. One girl, a recent admission, runs
    away. This childs medical record flagged her as
    a flight risk.
  • Whose fault?

19
Case
  • A weekend counselor at a home for mentally ill
    teens takes the entire cottage of 15 children to
    the movies. One girl, a recent admission, runs
    away. This childs medical record flagged her as
    a flight risk. Medical records are locked in a
    central office and not available to weekend
    staff.
  • Whose fault?

20
Thinking about medicine information
  • The product is intangible application of
    knowledge
  • Knowledge about the patient must be shared
  • Patient record is usual communication vehicle

21
Themes for tonight
  • Intangible product gt compete on service
  • Quality gt compete on work process
  • Service process gt information dependent

22
Services
  • Intangible
  • Produced and consumed simultaneously
  • Involve the customer in production and delivery

23
Fun facts about service
  • For every complaint received, 26 customers with
    problems.
  • Of customers who complain, 54 - 70 percent will
    return ... if their complaint is resolved.
  • The average customer with a problem tells 9 or 10
    people. 13, gt 20.
  • Customers with complaints satisfactorily resolved
    tell an average of 5 people .

24
About patients with a problem
  • 47 "wanted to say something but rarely did"
  • 41 said something to friends and relatives
  • 33 ... to the receptionist
  • 2 ... to a nurse
  • 2 ... to the physician

25
More perspective
  • Patients
  • Physicians

26
What patients want
  • Improved well being
  • Interpersonal psychological need fulfillment
  • Reduced uncertainty
  • Control
  • Convenience
  • Time conservation

27
Or..
  • Service
  • Consideration
  • Access
  • Price

28
Or..
  • Caring
  • Professionalism
  • Competence

29
What referring physicians want
  • Individualized patient management and care
  • Convenience to the patient
  • Patient preferences met
  • Communication
  • Support for the referring physician

30
Visualizing the Value Chain
  • Every step in a process is documented
  • What value is received at each?
  • How can value be added?

31
Attempting a picture
Make appmt
Leave work
Call office
2 weeks
Park at MD
Enter building
Locate office
30 mins
Exam room
Sign in
ETC
32
  • Just as all patients have a clinical
    diagnosis requiring technical expertise, they
    also have a customer service diagnosis requiring
    caring competence, compassion, and service
    excellence skills.

Mayer Cates, JAMA 1999 2821281-1283
33
Medicine and the undistinguished middle
  • True efficiency comes from top quality care
  • Medicine is information
  • Bad information management is bad medicine

34
Systems
  • The best systems help people do well.
  • Run, dont walk, from someone who says that the
    system is perfect but the people arent good
    enough for it.
Write a Comment
User Comments (0)
About PowerShow.com