Safe IT Practices: making it easy to do the right thing
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Leanne Elder (Counties Manukau Health) & Liz Schoff (Health Alliance) - HiNZ 2015 Conference, Christchurch
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Safe IT Practices: making it easy to do the right thing
- 1. Safe IT Practices Making it easy to do the right thing Or ‘How to make a popular policy’
- 2. Why
- 3. Our Three Legged Stool • Confidentiality – right people, right information • Integrity – trustworthy, accurate, complete • Availability – right time, right place Or, ‘Don’t over engineer!’
- 5. … the start of a journey • Transitional launch • Continuous change • New world to live in
- 7. Leanne Elder Deputy CIO Leanne.Elder@middlemore.co.nz Liz Schoff Consulting PM Elizabeth.Schoff@healthalliance.co.nz
Editor's Notes
- Liz - Intro Hello – my name is Leanne Elder. I am the Deputy CIO at CMH. I came into my role in June this year after 12 years as a SM in Medicine. One of the first things I was asked to do was roll out WiFi to the public and staff at CMH. This was a natural progression for me. When I took up this role I was working through the implementation of Corporate WiFI based Cardiac Telemetry. And for us this work became the backbone of the corporate Wifi network at CMH. Liz - ?the collaboration
- Is it possible for you to give me a quick show of hands of who is from at DHB in the audience? And from those who have their hands up can you leave your hands up if you have already implemented staff and patient WiFi Great thanks – well this is our story of Why of Why don’t we have WiFi yet?? One of the things was clear before I moved into my current role – EVERYONE knew they wanted WiFi and they wanted it YESTERDAY!! Patients = easy connection to the world outside the hospital walls especially our recurrent care (Haem & Renal) or long stay (spinal) patients Staff wanted free and easy access to the internet and their emails The DHB wanted : Make internet access easy for patients and staff to reduce the cost of data usage charges as an enabler to the clinical applications portal due to be available in early 2016 and future mobility initiatives So all Liz and I needed to do was create a couple of policies, provision an questionnaire (which had not been done before) and do this as quickly as possible. I mean how hard could that be??? What we did: Liz and I sat down with Janet (comms advisor) and created a plan of attack Public Created a brochure Technical feedback Consumer feedback (led to changes such as including comments about not uploading photos to social media without consent) Marketing including posters, updating the CMH webpage and staff awareness campaign Staff WiFi Took the hA developed Acceptable Use Policy - focussed on managing risk through keeping our patients and information safe And renamed it Safe It Practices The name change made it easier to understand what the policy was about for non-IT staff Next we took WDHB’s Mobile Communications Practices Policy - focussed on mobile device access, usage, security, privacy and extended it to cover BYOD as well as DHB owned devices Renamed it Safe Mobile Communication Practices Made the policy future facing by including all the relevant information for the clinical applications portal rollout: Reduce the need rewrite the policy Give visibility of the future direction. Consultation (wide, long & sometimes challenging) Liz technical Me non-technical Safe IT practices was a relatively simple rewrite but the Safe Mobile communication practices policy was a little more complex For both the writing was an iterative process So HOW do we get staff to want to read an 11 page Safe Mobile Communications practices policy – EASY To get staff WiFi access all we asked staff to do was read the policy Successfully answer 9 multi-choice questions electronically (specifically designed to highlight key points in the Safe IT practices policy) And get your manager’s approval It hasn’t been without its challenges BUT it is working well – I know this because my name and number is published as the first point of contact for questions/queries and complaints! Liz – question re what sort of questions have I had?
- Triple Aim: Improved quality, safety and experience of care (individual) Improved health and equity for all populations (population) Best value for health system resources (systems) IT security is making sure we have confidentiality, integrity and availability in place to help us achieve the triple aim Balance – confidentiality (privacy) versus availability Password control – strength, expiration, lockouts Compromise – risk of availability at the point of need Encrypted information – keeping patient/ confidential information safe on portable devices Compromise – risk of availability at point of need Know the issues - Photos being taken on smart phones Technology view – patient privacy is a big issue Clinical view – integrity – how to get the photo into the patient record
- Messaging 3 M’s of Messaging the Safe Mobile Comms Policy Making it easy Method Marketing Making it easy The 1st draft of policy was a typical ‘Mobile Communications Policy” with typical wording and jargon whereas the Safe Mobile Communication policy that was circulated was easier to read and understand for DHB staff Without exception every time we circulate the Mobile policy someone picked up something slightly different The final outcome was very well read and critiqued but even after we went live there were suggestions for improvement! We also had a set of very comprehensive FAQ’s which we were able to use for our comms to managers And next came the Method The only path to staff WiFi is through reading the policy and taking the questionnaire. As people did the questionnaire it created some good dialogue and people often commented that although the questions weren’t hard the some of questions made them think – to which they always got the same response – GOOD that’s what they are designed to do!! And the questionnaire was set-up so that even if you didn’t get the questions right the first time around the ones you didn’t get right were clearly identified and only those questions needed to be re-answered The Marketing campaign for the most eagerly awaited & popular policy of all time.. well maybe WIFM We were removing a source of frustration Its fast, its free and it peoples job’s easier Set the scene for both the clinical applications portal (which will allow clinicians to safely access clinical data in the near future) as well as future mobility inatives
- Needed a transitional Launch to start the conversation Branding ‘Making IT Safe’ – 28 articles throughout the 4 DHBs and healthAlliance Awareness and mis-information was everywhere starting the conversation was important We needed people to understand we are in a world of continuous change Expiring passwords used to be the way to be ‘safe’; switching the numbers / letters New routines with computers make passwords very easy to break with these techniques Encrypting data part of education – in the UK, can not put a USB in the PC without it being encrypted Recognise that this is the new normal – on this sailing ship together This year in US is the first time ever more health data breached from hacking then misadventure (stolen PC) Combining online /in person [phone calls to ‘fix’ PC to personal homes; phone calls to reception to get Cxx emails / phone numbers]
- Summary What did we achieve over the last 4 months Publishing our IT practices & Mobile Communication policies Refined and implementing an online questionnaire Rolling out public & staff WiFi access Education of people about the importance of a strong password Enabling easy access to USB encryption Celebrated Safe IT September Key learnings Communication and feedback helped engagement It’s a team approach and collaboration is the only way to go We were lucky enough to create a conversation that people want to be part of Where to now? Wiring for sound – increasing coverage Free WiFi for patients Targeting high data users to convert to staff wifi onsite Ongoing awareness campaign planned for the next few months focussing on keeping the conversation alive Update the Safe Mobile Comms policy after Christmas (incorporating feedback since go-live) Roll out of the platform for clinical applications portal in early 2016 Continue to use technical tools to support safe IT practices in a practical way