HINZ 2009 Adapting Microsoft CRM 4.0 to the needs of a Public Health Service Doone Winnard, Sheryl Jury , Ellen Xing, Daniela Harder

This Presentation Quick overview of what we do Adapting Microsoft CRM for notifiable disease management Unique aspects of public health practice Quality and business improvement consequences Communication issues Medico legal considerations System features versus user features The challenge of constant change

Quick overview of what we do

Adapting Microsoft CRM for notifiable disease management

Unique aspects of public health practice

Quality and business improvement consequences

Communication issues

Medico legal considerations

System features versus user features

The challenge of constant change

Protect communities from diseases

What we do…

Lead

This Project: Enabling Electronic Management of Notifiable Diseases

RFI/RFP processes

Products Chosen Microsoft Dynamics CRM Traditionally used as a marketing tool – person record: sales lead or instance of disease Flexible and easily customised Ability to manage the data relationships and reporting Able to be modified and supported in house C360 Auditing Tool

Microsoft Dynamics CRM

Traditionally used as a marketing tool – person record: sales lead or instance of disease

Flexible and easily customised

Ability to manage the data relationships and reporting

Able to be modified and supported in house

C360 Auditing Tool

“ Functional Specifications” Case Report Forms Protocols ARPHS Questionnaires

Live system

Live system

A few pitfalls along the way Some aspects of how Microsoft CRM is set up can’t be changed and may not sit easily with user workflow “ Contacts” and “exposed contacts” Requirements for data security and Integrity (getting it to work with c360 hasn’t been easy…) System functionality vs user workflow

Some aspects of how Microsoft CRM is set up can’t be changed and may not sit easily with user workflow

“ Contacts” and “exposed contacts”

Requirements for data security and Integrity (getting it to work with c360 hasn’t been easy…)

System functionality vs user workflow

Other Points Information system implementation as a business improvement process The time and resources required to do it properly Operational demands and involving the eventual users enough Professional knowledge and clinical processes are highly dynamic A constantly changing environment

Information system implementation as a business improvement process

The time and resources required to do it properly

Operational demands and involving the eventual users enough

Professional knowledge and clinical processes are highly dynamic

A constantly changing environment

Conclusions Lots of potential Complexities of our own making Balance between system capabilities and peoples work preferences/habits What has been able to be built is pretty impressive - cautiously optimistic

Lots of potential

Complexities of our own making

Balance between system capabilities and peoples work preferences/habits

What has been able to be built is pretty impressive - cautiously optimistic

Acknowledgments Thanks to many staff who have contributed their time and expertise to the design and build of NDCMS Auckland Regional Public Health Service Auckland District Health Board Hewlett Packard

Thanks to many staff who have contributed their time and expertise to the design and build of NDCMS

Auckland Regional Public Health Service

Auckland District Health Board

Hewlett Packard