Customer Solution Case Study                                          Hospital Uses Business Intelligence to Trim         ...
―I‘m one of the people                      Situation                                    Over the course of a year, the im...
15 min flat file extract               picked up by SQL Server                 Integration Services                       ...
with a powerful data management tool,        been using an expanded, full-feature                                    Micro...
a SharePoint intranet portal. The portal is   need to see an organization-wide picture                                  pa...
―The information I need                     The hospital has eliminated census alerts     ―No other hospital we know deliv...
For More Information                                  become trying to figure out the                Microsoft SharePoint ...
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Texas Childrens Hospital SharePoint Server 2010 Case Study - ROI and BI


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Texas Childrens Hospital SharePoint Server 2010 Case Study - ROI and Business Intelligence (BI)

SharePoint Consulting, SharePoint 2010, SharePoint Case Study, SharePoint Consulting Services, EPC Group, Errin O'Connor, Top SharePoint Firm, Top SharePoint Consulting Firm, SharePoint BI, SharePoint Healthcare, SharePoint Hospital, SharePoint 2010 Healthcare, PHI, SharePoint PHI

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Texas Childrens Hospital SharePoint Server 2010 Case Study - ROI and BI

  1. 1. Customer Solution Case Study Hospital Uses Business Intelligence to Trim Patient Waiting Time by up to 51 PercentOverview ―No other hospital we know delivers this data toCountry or Region:United StatesIndustry:Healthcare administrators on a 15-minute basis, the way we do with the Microsoft BI solution—that‘s the ‗wow‘ factorCustomer ProfileTexas Childrens Hospital, located in when we show this to other administrators.‖Houston, Texas, is known worldwide Matt Sides, Manager, Enterprise Applications, Texas Children‘s Hospitalfor its expertise and breakthroughdevelopments in pediatric clinical care When you are located in the fastest-growing state in the Unitedand research. It has 7,000 employees. States, customers have a way of finding you—but can you boostBusiness Situation your efficiency enough to serve them all without massiveThe hospital wanted to removebottlenecks to the flow of patients increases in your facilities and staffing? That was the happythrough its facility, so that it could challenge facing Texas Children‘s Hospital, one of the toptreat more of Houston‘s growingpopulation with its current resources pediatric hospitals in the U.S. Its solution: Adopt a Microsoftand personnel. Business Intelligence solution to find and resolve bottlenecks inSolution the flow of patients through the hospital in near-real time. As aThe hospital adopted a Microsoft result, the hospital has reduced delays by up to 51 percent,Business Intelligence solution based onMicrosoft SharePoint Server 2010 and shaving a full day off the typical hospital stay and making itSQL Server 2008 R2, which it uses to possible for the hospital to see as many more patients in a yearfind and address patient-flow issues innear-realtime. as it could if it had added and staffed another hospital floor. And because the solution relies on familiar Microsoft technology, itBenefits Bottlenecks in patient flow trimmed was easily adopted by the IT department and clinical staff. by up to 51 percent Data updated every 15 minutes,spurring better, timelier decisions Familiar technology adopted easily
  2. 2. ―I‘m one of the people Situation Over the course of a year, the impact of Houston‘s Texas Children‘s Hospital was the census alerts was the equivalent ofresponsible for assigning growing as fast as it could. It just the hospital not admitting new patients couldn‘t grow fast enough. for a month. Executives realized thatnurses to the EC and improving the flow of patients throughother areas of the Fast enough, that is, for a state that saw the hospital would reduce wait times and its population grow by more than 20 minimize, if not eliminate, the censushospital. That was tough percent over the past decade. As people alerts. Improved patient flow would free streamed into Texas from across the hospital resources to serve more of theto do when we didn‘t United States, Texas Children‘s Hospital pediatric population without additionalknow what was not only grew–it grew smarter, adding facilities or staff. Improved patient flow facilities and programs designed to could increase the quality of care andhappening in those reduce children‘s needs for emergency lead to saving more lives. or inpatient care in the first place. Forareas.‖ example, it opened a community The hospital assembled a clinical team Jennifer Sanders, Assistant Director of pediatric hospital facility and expanded from throughout its various departments Nursing, Texas Children‘s Hospital the number of its primary care pediatric to investigate the issue of patient flow. clinics throughout the city. Now, it is That team identified key targets that preparing to open a hospital dedicated required greater efficiency and to prenatal care for high-risk developed measurements by which to pregnancies. evaluate progress, including the time from EC arrival to EC discharge, EC arrival Still, sections of the hospital regularly to hospital admission, hospital admission went on ―census alert‖—meaning that to arrival in hospital room, pending they were operating at capacity. When discharge to actual discharge, and that happened, additional patients could discharge to preparation of the bed for not be seen until current patients were the next patient. discharged and their beds became available. These bottlenecks could create As part of this process, the clinical team delays that were felt throughout the identified a new challenge: The hospital hospital, much as a traffic jam at one lacked a consistent, comprehensive, and intersection can grow to stall traffic for timely way to aggregate, analyze, and blocks. display patient flow measurements. This was a very practical challenge for the Once doctors had cleared patients to go hospital‘s staff. home, it took three hours to actually discharge them. And then, it took almost ―I‘m one of the people responsible for two hours to get their beds ready for assigning nurses to the EC and other new patients. That in turn increased the areas of the hospital,‖ says Jennifer time that emergency center patients Sanders, Assistant Director of Nursing at waited to be admitted to the hospital by Texas Children‘s Hospital. ―That was two or three hours, on top of a five-hour tough to do when we didn‘t know what wait to be seen and treated by an was happening in those areas. I spent emergency center (EC) doctor in the first too much of my time going through the place. hospital, trying to figure out where the problems were at any one time.‖
  3. 3. 15 min flat file extract picked up by SQL Server Integration Services SQL Server Reporting ServicesElectronic Medical SQL Server 2008 R2 PerformancePoint Services Record System Data Mart Excel Services for SharePoint(Cache Database) SharePoint Server 2010 Enterprise SQL Server Analysis Services Cube Figure 1. The solution pulls Solution comfortable,‖ says Matt Sides, Manager, information from an EMR What the hospital needed, executives Enterprise Applications at Texas system, processes it into decided, was a centralized business Children‘s Hospital. ―It meant staffing IT reports and an analysis cube, intelligence (BI) tool, accessible to for another system and incurring the and makes the information allstaff, that would provide data on and continuing management costs for that accessible to users through a analysis of patient flow measurements. system.‖ portal and dashboard. Another requirement was that data and analysis had to be provided quickly Time was also a consideration: The enough for administrators and others to hospital had given Sides and the IT resolve patient-flow bottlenecks as they department just four months to put the were occurring. Next-day reports would BI solution into production. ―This was not be of much use. uncharted territory for us,‖ says Sides. ―We‘d never tried to pull real-time or Some departments already used BI tools, near-real-time data out of our although inconsistently and mostly for multidimensional array EMR system. To clinical research. The hospital considered simplify the challenge, we needed using Business Objects reporting, something with which our DBAs primarily because the tool was included [database administrators] were already with the electronic medical record (EMR) familiar.‖ system that the hospital already used. That EMR would provide most of the raw The hospital‘s 13,000 workforce data for the new BI solution. But the members—7,000 employees and 6,000 hospital had concerns. associates (mostly affiliated with Baylor College of Medicine)—were already ―We‘d have to roll out this BI solution to familiar with a centralized tool to access, all users—which meant training 13,000 use, and share information: Microsoft people in an unfamiliar system with Office SharePoint Server 2007. The which they were unlikely to be hospital‘s DBAs were already familiar
  4. 4. with a powerful data management tool, been using an expanded, full-feature Microsoft SQL Server 2008 R2 Enterprise. version since January 2011 (see Figure 1). The missing piece was BI. Then Sides and That solution uses Microsoft SQL Server his colleagues took a close look at Integration Services to pull flat-file data Microsoft SharePoint Server 2010 and its from the EMS system every 15 minutes, service application PerformancePoint convert the data to a relational format, Services in Microsoft SharePoint Server and deliver it to a SQL Server data mart. 2010. ―The integrated business The SQL Server technology also pulls intelligence tools in SharePoint Server data from a custom bed-management 2010 were exactly what we needed. And database built on Microsoft .NET into the it only made sense to continue with the data mart with the same frequency. same Microsoft tools that we already hadFigure 2. All 13,000 hospital and knew. We decided to use Microsoft The data then flows into a Microsoft SQL workforce members have technology.‖ Server 2008 Analysis Services cube. access to patient-flow data Microsoft SQL Server 2008 Reporting through the SharePoint In May 2010, four months after making Services uses the cube and the data mart intranet portal, here showing that decision, the hospital went live with to create 36 graphical reports. Hospital EC arrivals per hour. a preliminary version of its patient-flow personnel view these graphical reports reporting and analysis solution. It has on a patient-flow dashboard that runs in
  5. 5. a SharePoint intranet portal. The portal is need to see an organization-wide picture part of each employee‘s personalized of the data, to compare historical and intranet home page and remains visible current data, and to identify and resolve on select computers throughout the systemic issues. hospital (see Figure 2). Employees who want to explore and work with detailed Benefits patient-flow data do so by querying the Texas Children‘s Hospital adopted a cube and conducting ―what-if‖ analyses Microsoft BI solution based on using PerformancePoint Services and SharePoint Server 2010 and SQL Server Excel Services in SharePoint Server2010. 2008 R2 Enterprise to treat more of the area population without having to build Three key groups of employees use the and staff new facilities. It succeeded. By patient-flow portal, each in different using the BI solution, administrators now ways. Most are employees, from janitors can make better and timelier decisions. to administrative and clinical assistants, The solution was also easy for the IT who need to know how well their areas department to adopt, because it fit in are performing at any given time, so that well with the technology that the they can adjust their individual efforts as hospital already used. required. Patient-Flow Bottlenecks Trimmed by A second group consists of unit up to 51 Percent managers such as Sanders, who can After less than a year using the full Figure 3: Key patient-flow make real-time decisions about version of its Microsoft BI solution, the measures, showing reallocating personnel to improve project to improve patient flow, reduce improvements with the use patient flow. A third group consists of wait times, and treat more children of the BI solution. business analysts and executives who successfully is itself a success. The average 6.6-day hospital stay has been trimmed by about 15 percent, or oneMeasurement Baseline Result Percent day. Census alerts have been eliminated, Improvement which executives calculate has enabledEC Arrival to EC 5 hours 3.5 hours 30 percent the hospital to see as many moreDischarge children as it could if it had added and staffed a new hospital floor.EC Arrival to 8.3 hours 6.7 hours 19 percentHospital ―Our mission is to treat sick children,‖Admission says Sanders. ―We want sick children to go to the right area of the hospital, getEC to Hospital 130 minutes 75 minutes 42 percent the right treatment, and return home asBed soon as it‘s appropriate. By using the Microsoft BI solution, we‘re more efficient and effective at this—seeingPending 360 minutes 176 minutes 51 percent more children, providing full access toDischarge to care, and maintaining the quality of care,Actual Discharge without expanding the hospital or staff. There couldn‘t be a bigger benefit thanDischarge to Bed 113 minutes 68 minutes 39 percent that.‖Ready
  6. 6. ―The information I need The hospital has eliminated census alerts ―No other hospital we know delivers this by minimizing potential bottlenecks—by data to administrators on a 15-minuteis right in front of me on 19 percent to 51 percent—in all of its key basis, the way we do with the Microsoft measures of patient flow (see Figure 3). BI solution—that‘s the ‗wow‘ factor whenthe SharePoint we show this to other administrators,‖dashboard. Instead of The hospital has achieved these says Sides. ―Most institutions deliver this reductions while keeping a careful eye data to administrators the next day—trying to figure out what on the quality of care, to help ensure that when it‘s too late to do anything with it.‖ none of the hospital‘s new efficienciesthe problems are, my job has come at the expense of its core Administrators make decisions on thehas become trying to mission to serve children. Clinical basis of this information to address both outcomes such as infection rates are temporary and systemic issues. As anfigure out the solutions.‖ closely monitored. So is a measure called example of the former, Sanders uses the ―bounce-back‖—the measure of how patient-flow data to note when specific Jennifer Sanders, Assistant Director of Nursing, Texas Children‘s Hospital many patients return to the hospital with measurements in her areas exceed the same complaintafter discharge. approved thresholds and to adjust These measures confirm that the hospital staffing levels until the measurements is seeing more patients and operating again fall within approved parameters. more efficiently while maintaining its high level of patient care. As an example of addressing systemic issues, Sanders noted that it was ―Our efficiency improvements in no way consistently taking a relatively long time affect the treatment that our patients for patients to transferfrom the EC to one receive,‖ Sanders says. ―Patients are only of her units. Investigating the workflow moved, say from the EC to a bed, or process, she discovered that the staff was discharged, when a doctor says the relying on a push model in which EC patient is ready, based on medical nurses waited for a call from the unit criteria. Our patient-flow procedures only before they took patients there. She and become relevant in implementing the her colleagues developed a pilot test doctor‘s instructions.‖ that changed the process to a pull model in which nurses in the unit retrieve the Data Updated Every 15 Minutes, patient as soon as a room is ready, Spurring Better, Timelier Decisions minimizing the EC wait. The preliminary Better data, by itself, doesn‘t produce the result: transfer times have declined by 42 results that the hospital is now seeing. percent. What does produce those results is the use of data to make better and timelier That is not the only measure that has decisions. Hospital administrators are declined for Sanders—so has her time making those better and timelier spent walking around the hospital to get decisions by taking advantage of the a sense of the problem areas at any one near-real-time, updates produced by the time. ―My work is much more data- system every 15 minutes, and by using driven with the Microsoft BI solution,‖ the highly intuitive dashboard, which is says Sanders. ―The information I need is based on PerformancePoint Services and right in front of me on the SharePoint hosted in the SharePoint portal. dashboard. Instead of trying to figure out what the problems are, my job has
  7. 7. For More Information become trying to figure out the Microsoft SharePoint Server 2010For more information about Microsoft solutions.‖ Microsoft SharePoint Server 2010 is theproducts and services, call the business collaboration platform for theMicrosoft Sales Information Center at Familiar Technology Adopted Easily enterprise and the web.(800) 426-9400. In Canada, call the Meanwhile, the Microsoft BI solution hasMicrosoft Canada Information Centre fit easily and cost-effectively into the For more information about Microsoftat (877) 568-2495. Customers in the hospital‘s infrastructure. ―Because this SharePoint Server 2010, go to:United States and Canada who are solution is based on SharePoint Server or hard-of-hearing can reach and SQL Server, we already knew almostMicrosoft text telephone (TTY/TDD) everything we needed to know to makeservices at (800) 892-5234. Outside the it work,‖ says Sides. ―We didn‘t have to50 United States and Canada, please hire a consultant to design and build this,contact your local Microsoft subsidiary. and we don‘t need additional people toTo access information using the World manage it. We can be flexible in how weWide Web, go to: staff it, because our IT staff understands .NET. Spinning up a new database instance is a familiar task in ourFor more information about Texas organization.‖Childrens Hospital, call (832) 824-1000or visit the website ―While we went with what we knew, BI capability in SharePoint Server 2010 gave us the opportunity to provide value to the organization at every level,‖ says Sides. ‖Now, thats a cool feeling.‖ Software and Services − Microsoft SQL Server Integration Microsoft Server Product Portfolio Services − Microsoft SharePoint Server 2010 − Microsoft SQL Server 2008 − Microsoft SQL Server 2008 R2 Reporting Services Enterprise − PerformancePoint Services Technologies forMicrosoft SharePoint Server 2010 − Excel Services in Microsoft SharePoint Server 2010 Hardware − Microsoft SQL Server Analysis HP ProLiant BL460c Services HP ProLiant DL580cThis case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published November 2011