“Transforming Service Delivery – Delivering High

Quality Care

John Rayner Director - THIS

“Transforming the service delivery of the ICT Service in order to provide high quality

health care”

Agenda….

• Introduction• IT a proven enabler• Products• Processes• People• Customers• Key messages

THE EVOLVING ROLE OF ITTHE EVOLVING ROLE OF IT

What is changing:• IT is a major business tool

– not just a technical challenge

• IT is now a service provided to customers– Customer/user focused

• The IT department is a service provider.– Often not considered a core part – supplier

• IT needs to be business aware. – meets business requirements

IT is a

IT is a

fundamental

fundamental

requirement in

requirement in

today’s today’s

Healthcare

Healthcare

environment

environment

IT in health care…….

Bolton Royal Infirmary19481948

Bolton Hospitals20082008

19481948

20082008

19481948

20082008

19481948

20082008

Radiology….

PACS…….

We have the products…..

People

Products √Processes

Knowledge

Processes….Processes….• Alignment to constantly changing service

needs• Business ready• Business continuity • Pockets of resistance• Darzi review and changing service

requirements• Systems exist to maintain the status quo• Innovation and embracing change• Culture Vs Strategy

IT alignment with Service IT alignment with Service RequirementsRequirements

• “Information technology and business are becoming inextricably interwoven. I don't think anybody can talk meaningfully about one without the talking about the other.”

• “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”

Bill GatesBill Gates

IT alignment with Service IT alignment with Service RequirementsRequirements

• "We need to use the National Programme and the informatics profession as an opportunity to drive forward the use of information to save people's lives and improve the quality of care. Success will be about engaging with management, with our partners, transparency of information we make available to the public and commissioners to improve quality, fantastic data to transform processes, not just computerise care processes,"

Professor Swindells

Transforming the Delivery of ICT services..

• Traditional services within a single organisation. (In-house services)

• Managed services.• Shared services.• Joint ventures.• Semi independent but hosted.• Outsourced by functional area.

The people….

• Right people

• Sat in the right seats

• On the right bus

• Travelling in the right direction

Relationship Governance: Where are we?

Ad Hoc & Random

Seek Best Practice

You & Me

You vs. Me

Us vs. ThemUs vs. Them

Red Team vs. Blue TeamRed Team vs. Blue Team

War War

ExitExit

"Co-management" initiated

"Co-management" established OrganizationalTrust

Group Trust

Group DistrustGroup Distrust

Individual Trust

OrganizationalOrganizationalDistrustDistrust

Individual DistrustIndividual Distrust

5

0

1

4

3

2

- 1

- 2

- 3

- 4

- 5

Confidence Index

Management Dynamics Trust Dynamics

“Each interaction with the customer creates or destroys satisfaction”

“High levels of satisfaction are associated with higher levels of customer loyalty”

Gene Alvarez - Gartner

Selection factorsQuestion: Global primary selection factors when assessing a supplier

N = 27

1

2

3

4

5

6

7

Proven service delivery/excellence

Track record/references Value Relationship/access todecision makers

Technical expertise

1

2

3

4

5

6

7

Industry certifications Low prices RHIO/PHR participation Contracting models Geographic focus

U.S. Canada EMEA Asia/Pacific

Average

Thoughts for the day……..

• Successful relationships• Customer satisfaction and loyalty• Understand delivery and feedback• Consider value, and what adds the

most• Customer centric employee culture• A leader in every seat• How do we incentivise in order to

achieve mutual benefit?

Leadership

“Actively manage the culture and the culture with manage

the business”

Key messages and lessons 1

• Understand customer / supplier relations

• Independent, under scrutiny, integrity

• Get an identity and a brand• Make the brand the product• Make customer excellence the main

priority

Key messages and Lessons 2

• Understand who you are

• Understand the need to be different and what it is that differentiates

• Have unique selling points

“During the past eight years, products have become more complicated. Everything from mortgages to health insurance, credit cards, consumer electronics, wireless electronics and cellular telephones have myriad

permutations. At the same time that these products have been introduced, we have simultaneously pushed the customer interactions to self-service and lower-cost outsourced customer service centres. Because so many businesses consider customer service not to be a core competency, outsourcing sounds like a good choice. The reality for many businesses is that customer service is emerging as the

only true differentiator”

Source - Michael Maoz, Gartner 2006

‘Leadership is the key’

“ You can’t lead your army into battle if you think that you look funny sat on the

horse”

Key messages for CIO / Director

• Stay visible, let people know that you exist

• Create an emotion• Bring meaning• Understand how you look, sound and

behave• Manage the culture every single day• Empower your people

Questions….

• Are you satisfied that the technology is a proven enabler?

• Does IT business related change remain a challenge?

• Do you agree that our people and that the services they provide to customers are our greatest asset and as such should be the number One priority?

Thank you

The Health Informatics Service is hosted by Calderdale & Huddersfield NHS Foundation Trust and supports healthcare organisations across Yorkshire and The Humber