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The role of patient-portals in hospitals - EU-project "ICT in health"

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Presenting an Accenture PointofView on the role of patient-portals for hospitals in Norway. The setting was a meeting of the EU-project "ICT in Health" and Diakonhjemmet Sykehus played host.

Presenting an Accenture PointofView on the role of patient-portals for hospitals in Norway. The setting was a meeting of the EU-project "ICT in Health" and Diakonhjemmet Sykehus played host.

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  • 1. Copyright © 2009 Accenture All Rights Reserved. The role of a personal health-portal in serving a hospital’s constituents Francis D'Silva - Accenture, Innovation in Health “ICT for Health” Project meeting, Oslo, 8th Nov 2010
  • 2. About this presentation  Context  Patient portal  High level concept  Implications  Q&A - Discussion 1© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010
  • 3. An engaged population and technology evolution are encouraging patients to manage their health 2© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Retail Clinics Home Care Hospital or Inpatient care Mobile Health Game Consoles Social Networks Interactive TV Health Pod Health Electronics
  • 4. Residents and their families need to be included in the management of their own care Trust is crucial – privacy (anonymity) and quality of information Ease of access to serve all users across age-groups and disabilities (universal access) Authorized and quality- controlled information Practical tools – guides, trackers, uploaders, telehealth etc © 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 3
  • 5. Clinical Information Systems Hospital Management Systems Information and services must flow seamlessly for patients to enjoy a strong user experience 4© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Portal  Services must be useful for the user  Trust must be maintained  User-experience should be engaging  Information quality must be high  The portal must tie into the supporting services  Practices and procedures for the workforce must be designed and implemented  Move data seamlessly without compromising accuracy, privacy for flexibility and usability  Interdisciplinary processes and collaboration  Data transfer between organisations (even across nation states) – without compromising trust
  • 6. The EU-project «ICT for Health» provides a unique opportunity to create innovative solutions 5© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Source: «ICT for Health» project
  • 7. Standards for data interchange and privacy infrastructure – national and EU High-level concept 6© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 ICT services from a provider enterprise PAS… Provider portal for patients … across organisations and nation states PACS, EPR.. ER P A PHR software platform based on a portal technologies like SharePoint or more dedicated platforms like MS Healthvault, Dossia, Google Health etc A software platform for HIE* operated by a HIO** (Altinn+ could serve as a HIE platform, with the HIO modelled along the lines of ASF++) * Health Information Exchange ** Health Information Organization ICT services from Public Health agencies ICT services from payer enterprise Citizen portal for citizens + Altinn is a government platform for interoperability between agencies ++ Altinn Sentralforvaltning is the agency operating Altinn for the authorities
  • 8. Powered by a platform built using HealthVault and Altinn (driven by Samhandlingsreform*) For a compelling user experience, services must present an integrated and aggregated view of services from providers, payers and the public health service* 7© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Multiple channelsKey stakeholders & service providers Consumers (citizens) •Service integration •Experience optimization •Channel management HealthNorway** Pharmacies Medical care providers Health care payers Public Health information Other service providers Web Mobile TV Game console **Public Health portal for Norwegian residents Community and social enterprises (Web 2.0) * As envisioned by «Coordination Reform» (Samhandlingsreform ) driven by the Norwegian ministry for Health and Care +Government interoperability platform Altinn for Health+ •Orchestration of interactions and information exchange ILLUSTRATIVE
  • 9. Health provider Payer (insurer) Public health Collaborative workflow (Case management, CRM …) Secure self-service portal Performance management (Learning Chains, Business Intelligence, Knowledge bases …) Service requests and complaints Update my profile Educational services Upload results Make appointment My casesMy prescriptions My payments My medical history Portal aggregation A citizen-centric online experience also drives benefits for providers, payers and the public health service © 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Residents* *includes non-residents entitled to Health benefits Claims EMRAdmin Audit Benefits Rules Health Apps Clinical ProductsPharmacy Legal Payments Registers Grants ILLUSTRATIVE
  • 10. Market leaders are already taking steps to create better consumer experience 9© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010Source: Accenture & Microsoft
  • 11. Market leaders are already taking steps to create better consumer experience (cont’d) 10© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 Source: Accenture & Microsoft
  • 12. Market leaders are already taking steps to create better consumer experience (cont’d) 11© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 • Personal PHR Source: Accenture
  • 13. Implications Customer-orientation of service and management processes Re-orientation of clinical processes Training and skills development – service and leadership Modernising Clinical IT systems 12© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010
  • 14. Questions? 13© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010
  • 15. Thank You! Francis D’Silva Accenture, Innovation in Health francis.dsilva@accenture.com + 47 908 26 049 14© 2010 Accenture. All rights reserved | "ICT for Health" meeting, Oslo | 08.11.2010 “I may not have gone where I intended to go, but I think I have ended up where I intended to be” Douglas Adams