Presentation Banff Advanced Comms Support Purposes


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Presentation given at EMIS National User Group conference in Banff Alberta - March 29, 2008

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Presentation Banff Advanced Comms Support Purposes

  1. 1. Advanced Communication Technologies Overview and Potential Uses Alan Brookstone, MD March 29, 2008
  2. 2. Background <ul><li>Family physician – Closed practice June 30, 2007 </li></ul><ul><li>Partner – The ClearView Group August 2007 </li></ul><ul><li>National </li></ul><ul><ul><li>Physician Advisory – Canada Health Infoway </li></ul></ul><ul><ul><li>Founder of CanadianEMR – National EMR service for Physicians </li></ul></ul><ul><li>Provincial </li></ul><ul><ul><li>BC College of Physicians and Surgeons </li></ul></ul><ul><ul><li>BC Ministry of Health IEHR project </li></ul></ul><ul><ul><li>BC Provincial Privacy Working Group </li></ul></ul><ul><li>Regional </li></ul><ul><ul><li>Vancouver Costal Health eHealth Steering Committee </li></ul></ul><ul><ul><li>VCH Primary Care IT strategy </li></ul></ul><ul><ul><li>Privacy Working Group </li></ul></ul><ul><ul><li>PUG strategy </li></ul></ul><ul><li>Local </li></ul><ul><ul><li>Richmond Hospital strategies </li></ul></ul>
  3. 3. Question <ul><li>How do we do our jobs more efficiently, accurately, enjoyably when we work in an EMR based practice setting? </li></ul>
  4. 4. The Answer will not Arrive through Divine Intervention
  5. 5. Advanced Communication Technologies? <ul><li>Used to support </li></ul><ul><ul><li>Communication </li></ul></ul><ul><ul><li>Collaboration </li></ul></ul><ul><li>Can facilitate groups or person-to-person </li></ul><ul><li>Some are in wide scale use today </li></ul><ul><ul><li>eMail </li></ul></ul><ul><ul><li>Instant messaging </li></ul></ul><ul><ul><li>Video-conferencing (e.g. Skype) </li></ul></ul><ul><ul><li>Cell phones </li></ul></ul><ul><ul><li>Blackberries etc. </li></ul></ul>
  6. 6. Traditional Web-based Tools <ul><li>Bulletin boards – Useful but static </li></ul><ul><li>Blogs – Useful, provide interactivity. Not real-time </li></ul><ul><li>Wikis – Also interactive – you can edit and contribute. Not real time </li></ul>
  7. 10. Potential Benefits <ul><li>Presence (you know an individual’s status - provides context – away, available etc.) </li></ul><ul><li>Interactive communications </li></ul><ul><ul><li>Real time </li></ul></ul><ul><ul><li>Allow an immediate response </li></ul></ul><ul><li>Can use technologies simultaneously </li></ul><ul><li>Can switch between different technologies </li></ul><ul><li>Desktop and/or mobile </li></ul>
  8. 11. Potential Risks <ul><li>Disruptive to workflow </li></ul><ul><li>Cost and complexity </li></ul><ul><li>Is it really needed? </li></ul>
  9. 12. Technical Support <ul><li>Level of support - specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. </li></ul><ul><li>Some companies name their levels of support basic and advanced. </li></ul><ul><li>Others call them level 1, level 2, and level 3, or </li></ul><ul><li>Level A, level B, and level C </li></ul>
  10. 13. Support <ul><li>Typically, when a software user calls for technical assistance, a level 1 technician tries to answer all questions, which might include help with simple problems or general &quot;how-to&quot; questions. </li></ul><ul><li>If the question is more complex, the user is passed on to the level 2 technician. e.g. advanced features and possible product bugs or failures. </li></ul><ul><li>If the level 2 technician cannot help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician. Research and investigation may be required - takes time. </li></ul><ul><li>Some companies offer certain levels of support only on a fee basis. </li></ul>
  11. 14. Support <ul><li>You are having difficulty with a certain feature in your EMR </li></ul><ul><li>Can’t answer question from the in-built ‘Help’ feature </li></ul><ul><li>Who would you call or email? </li></ul><ul><li>Best bet: product/technical support </li></ul>
  12. 15. Scenarios <ul><li>Best – question is answered immediately and you get back to work </li></ul><ul><li>Worst – you are escalated through higher levels of support. Your question is unanswered </li></ul><ul><li>Ultimate worst – “Sorry, please contact your hardware or network supplier. This is not a software problem”…. Right! </li></ul><ul><li>Costly and Frustrating </li></ul><ul><li>Satisfaction level is reduced </li></ul>
  13. 16. What are the Alternatives? <ul><li>Advanced communications technologies </li></ul><ul><li>Such as: </li></ul><ul><ul><li>Instant messaging </li></ul></ul><ul><li>Could be used by physicians </li></ul><ul><li>And especially medical office staff </li></ul>
  15. 18. Opportunities <ul><li>What if you had a chat application that: </li></ul><ul><ul><li>Was secure (running on a private or encrypted network) </li></ul></ul><ul><ul><li>Provided access to: </li></ul></ul><ul><ul><li>Company technical support (within hours of operation) </li></ul></ul><ul><ul><li>Users of the product who could indicate </li></ul></ul><ul><ul><ul><li>Size of practice, specialty and location </li></ul></ul></ul><ul><ul><ul><li>Status (online, away) </li></ul></ul></ul><ul><ul><ul><li>Role (mentor, user etc.) </li></ul></ul></ul><ul><ul><li>Create virtual user groups </li></ul></ul>
  16. 19. Advantages <ul><li>Technology already exists and is in regular use by millions of users </li></ul><ul><li>Efficient </li></ul><ul><li>Non-intrusive </li></ul><ul><li>Real time </li></ul><ul><li>Appropriate </li></ul><ul><li>Leverages user experience appropriately </li></ul><ul><li>Cheaper for practice </li></ul><ul><li>Cheaper for vendor </li></ul>
  17. 20. Other Opportunities <ul><li>Why stop at an ‘Instant Messaging’ application? </li></ul><ul><li>Video-conferencing </li></ul><ul><ul><li>(You have to have a camera) </li></ul></ul><ul><ul><li>Can have additional advantages </li></ul></ul><ul><ul><li>Launch-pad to other tools </li></ul></ul><ul><ul><li>It all starts with…. </li></ul></ul>
  18. 21. Putting it into Context <ul><li>Just an extra tool </li></ul><ul><li>Can help resolve issues and questions more quickly </li></ul><ul><li>Must not be intrusive </li></ul><ul><li>Could result in abuse (needs rules – just like telephone use in the office) </li></ul><ul><li>Could prepare practices for other advanced technologies </li></ul><ul><ul><li>Tele-medicine </li></ul></ul><ul><ul><li>Distance monitoring </li></ul></ul>
  19. 22. Thank You