Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Presentation Banff Advanced Comms Support Purposes


Published on

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

Published in: Health & Medicine, Technology
  • Be the first to comment

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