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2010-02-26 Communication Strategy Steering Committee.pptx

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2010-02-26 Communication Strategy Steering Committee.pptx Powered By Docstoc
					 Unified Communications
  Strategy Development
Steering Committee Sub-Committee
         February 26, 2010
                                               Meeting Goals

• Launch the Steering Committee & Project
• Obtain Direction/Input on the Following:
    •   Steering Committee Composition/Roles
    •   Problem Statement
    •   Scope
    •   Approach
    •   Areas for Review
    •   RACI - Roles




2
                          What Is Unified Communications?
    One Vendor’s Vision – UKHC Needs to Define Our Vision




3
Unified Communications
 Strategy Development
   Steering Committee
     & Project Team
            Unified Communication Strategy Steering Committee
                       Need Steering Committee Input/Direction
    •   Mark Armstrong                •   Darrell Griffith
    •   Mike Blechner, MD             •   John Phillips
    •   Murray Clark                  •   Suzanne Prevost
    •   Joe Conigliaro, MD            •   Ann Smith
    •   Jonathan Curtright            •   Carol Steltenkamp, MD
    •   Paul DePriest, MD             •   Colleen Swartz – Co-Chair
    •   Judi Dunn                     •   Tim Tarnowski – Co-Chair
    •   Byron Gabbard                 •   Diana Weaver
    •   Pete Gilbert

    Draft Steering Committee Roles:
    •Oversee/Guide the Overall Unified Communication Project Activities
    •Ensure Scope & Approach Fit With Other Activities
    •Influence Impacted Resources to Contribute to This Effort
    •Help Teams Get to Right Areas/Resources
    •Support the Priority of This Initiative
5
                                          Project Leadership Structure

                       Project Steering Committee




                            Project Sponsors
                      Tim Tarnowski, Colleen Swartz



                             Project Leads
                    John Montgomery, Donna Wimberg




Hill-Rom Leads   ITS Tech. Leads          ITS Clinical     Other Vendor
Michelle, Matt     James, Paul,          Leads Michelle,    Lead(s) as
                      Ben                Paulette, Carla     Needed
                                                 RACI Roles
              DRAFT - Need Steering Committee Input/Direction
Role          Role Description                                       Individual
Responsible   Person who takes initiative in the particular area,    Project Leaders: John
              develops alternatives, analyzes the situation, makes   Montgomery, Donna
              the initial recommendation and is accountable if       Wimberg
              nothing happens in the area
Approve       Person who must sign off or veto a decision before     Sponsors: Coleen
              it is implemented or selected by the responsible       Swartz, Tim Tarnowski
              role; accountable for the quality of the decision
Consulted     Person who must be consulted prior to a decision       Steering Committee
              being reached, but no veto power                       Members
Informed      Person who must be notified after a decision, but      Leadership in Areas
              before it is publicly announced; someone who           Affected Prior to Rollout
              needs to know the outcome for other related tasks,     of Selected Solutions
              but need not give input.




7
Unified Communications
 Strategy Development
   Problem Statement
                                                         Draft Problem Statement
                                                   Need Steering Committee Input
•   Draft Problem Statement:
    •   Lacking Overall Vision/Strategy/Governance for Enterprise Unified Communications
    •   Current communication processes are confusing, ineffective and inefficient
         – Fragmented, duplicated, confusing and inconsistent messages
               » Data integrity issues, slow response time, a negative and/or non response.
         – Breeds lack of trust and/or lack of urgency between the caregivers.


•   Potential Causes:
    • Multiple & disparate communication channels
    • Too many devices/channels
    • Unclear roles &/or misunderstood communication approaches
    • Lack of training
    • Unclear send of message
    • Unconfirmed receipt of message
    • Lack of clarity in message sent
    • No standard definitions (e.g. urgency, response needed by, etc.)
9
Unified Communications
 Strategy Development
Scope & High Level Approach
                                                    Draft Project Scope
                                Need Steering Committee Input/Definition
     • Draft Scope:
        •   UK HealthCare Enterprise
             –   Communications for Patient Journey(s) Through Hospitals and Clinics
                  » Start: Post Registration/Admission
                  » End: Patient Discharge/Transfer


     – Excluded from Scope:
        •   News Letters, Marketing Tools, Webex, Conference Materials, Seminar
            Materials, Web Sites, Meeting Materials
        •   Provide Communications Analysis & Design of the Following Projects But
            Implementations Are the Responsibility of Existing Implementation
            Teams
             •   Stryker Bed Replacement
             •   Nurse Call
             •   Patient Education leaflets
             •   ICU Family Kiosk
             •   Patient Registration, Scheduling, Billing
11
                                                                   Draft High Level Approach
                                                                Need Steering Committee Input
     •   Document Current State Communications Approaches
         •   Document “Voice of the Customer” – 1:1, Observation, Department Meetings, Surveys (Handouts)
         •   Review current communication channels within the UK HealthCare enterprise following the Patient’s Journey
             from Entry to Discharge
                     »     Physicians/Nurses/Ancillaries/Other Caregivers/Service Providers
                     »     Patients/Families
         •   “Shadow” Patient Flow & Caregivers/Staff Along the Patient Flow
         •   Inventory All Communication Channels/Devices/Methods
     •   Market Survey/Site Visits/Best Practices in Unified Communications
     •   Develop Future State Vision, Strategy, Governance for Enterprise Communications Approaches
         •   Develop a “Desired Unified Communication Future State”
               –   Implement a “Hospital of the Future” Environment
               –   Clear cut messages that deliver concise data/information using efficient and effective communication channels in
                   a timely manner
         •   Validate Future State (Industry Experts/Vendors) – AONE, Cisco, Gartner, HCAB, Hill Rom, IHI, Sg2, TCAB
         •   Select & Prioritize Solutions to Implement
     •   Pilot Selected Solutions
     •   Develop Multi-Year Implementation Plan
     •   Rollout Successfully Piloted Solutions
     •   Develop & Implement Support Model
     •   Measure Effectiveness of Implemented Solutions & Support Model
     •   Post Implementation Benefits Realization
     •   Adjust Solutions & Support Modal As Required
12
              Draft Activity Schedule
     Date                                                Deliverable

     2/15     Kick Off Meeting with Hill-Rom   Plan, Organize, Confirm Schedule


     2/22     Planning/Organizational Week       Steering Committee Kick Off,
                                                    Charter Development
     3/1    Technical Assessment and Compile     Technical Assessment Report
                         Results
     3/8           Clinical Assessment

     3/15          Clinical Assessment            Clinical Assessment Report

     3/22    Compile Results & Best Practice     Final Assessment and Report
                       Research
     3/29          Future State Design

     4/5                                          Future State Design Report
13
                                                                             Areas for Review
                                                                Need Steering Committee Input
Location                                 Department                       Contact
UK Chandler                              ED                               Patti Howard/Penne Allison
                                         ICU                              Jan Davis/Carla Simmons
                                         OR                               Gayle Plank
                                         RR                               Barb Schnapf
                                         OB                               Barb Schnapf
                                         ENDO                             Willem DeVilliers, MD
                                         Progressive/Surgery Floor        Sue McFarland
                                         Telemetry Floor                  Sara Hensley
                                         Laboratory                       Barb Bush
                                         Radiology                        Sheryl Abercrombie
                                         Dietary/Nutritional Services     Steve Cordea
                                         Social Services                  Brandy Mathews
                                         Pharmacy                         John Armistead
Good Samaritan Hospital                  ED                               Floyd Kackley
                                         ICU/Telemetry                    Kathy Stephenson
Hospital Operation Administrator (HOA)                                    Ann Smith (monthly rotation)
Physician                                Physician                        Carol Steltenkamp, MD
Clinic                                   Operations Team, Clinical Team   Jonathan Curtright
Gill Heart Institute                     CAS                              Linda Holtzclaw
 14
Markey Cancer Center                     3rd Floor                        Sue McFarland
                         Communication Strategy – Next Steps
     – Update Project Charter Document/Sponsor Approval
     – Follow Activity Schedule
     – Schedule Next Steering Committee – Conclusions of:
       • Current State Analysis
       • Best Practice Research
       • Next Steps: Future State Development




15
Unified Communications
 Strategy Development
        Exhibits
                                                                                                        Draft Current
                                                                                                        State Survey
   Facility ____________________________________________, Department ________________________________________

   We would appreciate your input on improving communications among caregivers, patients and families. Please take a few minutes
   to respond to the following:

   Please describe your role:

       Administrative Support
       Ancillary support
       Management
       Nurse
       Physician
       Resident
       Tech/Nurse’s Aide
       Technical support
       Therapies
       Unit Coordinator
       Other

   What shift do you work?

       Day shift 12 hrs
       Night shift 12 hrs
       Day Shift 8 hrs (1st Shift)
       Evening Shift 8 hrs (2nd Shift)
       Night Shift 8 hrs (3rd Shift)
       WEPP
17
       Other
     Please define in the table below who you communicate with on a daily basis.
                                                                                                        Draft Current
                                           Who do you            3 Most Effective   3 Least Effective
                                           communicate with
                                           regularly?
                                                                                                        State Survey
     Bed Tracking/Capacity Command                                                         
     Center
     Cardiac Services/ECG/ECHO/Cardiac                                                     
     Cath
     Center Advanced Surgery                                                               
     Central Supply/Materials                                                              
     Management
     Chaplin                                                                               
     Clinics                                                                               
     Dietary/Nutritional Services                                                          
     Emergency Department                                                                  
     ENDO                                                                                  
     Environmental Services                                                                
     Family                                                                                
     HIM/Medical Records                                                                   
     ICU                                                                                   
     Information Technology Services                                                       
     Laboratory                                                                            
     Main OR                                                                               
     Nursing                                                                               
     Patient                                                                               
     Patient Transportation                                                                
     Pharmacy                                                                              
     Physicians                                                                            
     PT/OT/ST                                                                              
     Radiology                                                                             
     Registration/Admitting                                                                
     Respiratory Services                                                                  
     Scheduling Appointments                                                               
     Security                                                                              
18   Social Services/Patient Care                                                          
     Facilitators
     Other:
     Please define in the table below the devices and/or technology you use to communicate.

                                            What do you use      3 Most Effective     3 Least Effective
                                                                                                          Draft Current
                                            to communicate?
     Bat Phones
     BEEP
                                                    
                                                    
                                                                           
                                                                           
                                                                                               
                                                                                               
                                                                                                          State Survey
     CareWeb                                                                                 
     Cell Phones                                                                             
     EMR                                                                                     
     E-Mail                                                                                  
     Facility Tracking Boards                                                                
     Fax                                                                                     
     Glucometers                                                                             
     Grease Boards                                                                           
     KMSF                                                                                    
     Land Line Phones/Voice Mail                                                             
     MedAptus PDA’s                                                                          
     Nurse Call                                                                              
     Over Head Paging                                                                        
     Pagers                                                                                  
     Paper Chart/Forms                                                                       
     Physician Portal                                                                        
     Pumps (IV, Med, Pain, Feeding, SCD)                                                     
     RFID                                                                                    
     Smart Beds                                                                              
     Sticky Notes                                                                            
     Tablet PC’s                                                                             
     Telemetry Monitors                                                                      
     Text Messaging                                                                          
     Tube System                                                                             
     Tug Robot                                                                               
     Vocera                                                                                  
     Walkie Talkie                                                                           
     Windows Messenger                                                                       
     WOW                                                                                     
     Other:                                                                                  
                                                                                             



19   What would help to improve communications among caregivers, patients and families?



     Please provide your contact information if you would like to provide more feedback Thank you!
           Ambulatory Teams to Use for Communication Strategy
     Ambulatory Operations:
     •  Lori Bruelheide
     •  Jonathan Curtright
     •  Kristen Gobel
     •  Courtney Higdon
     •  Jodi Martin
     •  Sara Roberts

     Physician:
     •  Shawn Caudill, MD
     •  Phillip Chang MD
     •  David Moliterno, MD
     •  Carmel Wallace, MD
     •  Need Imaging




20
                                                                                           Items to Consider
     •   Ideas submitted for Problems to Solve:
         •    University Policy on Cell Phones – Need Solution for UKHC
         •    “Things that go beep in the rooms & providers/staff need to respond”
         •    Internal “911” Concept (Who Do I Call for Emergencies?)
         •    Room Signs
         •    Building Signage
         •    Bulletin Boards/Smart Boards
         •    Overhead Paging
         •    Multi-Use ID Badges (Employee, Security, Parking, Student, Cafeteria, Registration, etc.)
         •    I Carry 2 Pagers, a Cell Phone, Vocera, etc. Yet We Can’t Effectively Communicate
         •    BEEP System has Inaccurate Pager Information
         •    Patients Pending Discharge
         •    On-Demand interpretation
         •    Fall Prevention Program Support
         •    Device Integration - Integrating into EMR & Communicating Results to Caregivers
         •    Receive text message with code issued for each tube in pneumatic tube system
         •    Telephones/Voice Mail
         •    Fax
         •    E-Mail
         •    Patient Education Materials for Patients & Families
         •    On Demand Interpretation
         •    Traceability/Audit Trail (e.g. How do I know they received my message?)

21
                                                           Potential Solutions to Consider
 •   Ideas Submitted on Solutions:                         •   Ideas Submitted on Solutions:
     •   i-Pad, Tablets                                        •   Smart Medical Devices
     •   Cell Phones, PDA, Smart Phone                         •   Alert & Alarm Systems
     •   VOIP Phones                                           •   Medical Device Connectivity Engines (MB Bus,
     •   BEEP/Replacement                                          Emergin)
     •   Globalwatchtower.com (on demand interpretation)       •   Wireless Communication Devices
     •   Voalte.com                                            •   Visual Displays (Dome Lights, Bed Boards, etc.)
     •   Vocera                                                •   Patient Flow Technologies
     •   Pagers                                                •   Clinical Dashboards
     •   Med-movies                                            •   Global Staff to Patient Assignment
     •   E-mail                                                •   Patient to Device Assignment
     •   Voice-mail                                            •   Computerized Medication Administration
     •   Infotainment/Get Well Network                         •   Barcode Readers
     •   Patient Kiosks                                        •   Locating Technologies (Patient, Staff, Equipment)
     •   Nurse Call                                            •   Text Messaging
     •   Electronic Medical Record                             •   Instant Messaging
     •   Smart Bed                                             •   Medical Devices
     •   Patient Safety Technologies                           •   Dictation/Transcription




22
         Existing Teams to Use for Communication Strategy
     •   Leadership Cohort #1
     •   PCF Inpatient Team-Kathleen Kopser
     •   Rapid Response Team-Kathy Semones/Darlene Spalding/Brandy Mathews
     •   Code Team-Patti Howard/Steve Dunn
     •   Staff Nurse/Resident Team (NEW)
     •   Trauma “Red Pager System” Users-Lisa Fryman
     •   Hospital Throughput Team – Brandi Matthews
     •   Nursing Teams-Kathleen Kopser
     •   Physician Teams- Paul DePriest, MD
     •   Lab- Barb Bush/Paul Bachner MD, Mike Blechner MD
     •   Radiology- Sheryl Abercrombie/Liz Oates, MD
     •   Pharmacy- Armitstead/Hite
     •   Supplies/Materials – Petter/Payton
     •   Therapists- Barb Atkins
     •   EVS/Housekeeping- Ann Smith now supervising I think
     •   Social Workers- Betsy Corman/Brandy Mathews
     •   Chaplancy- Suzanne Springate
     •   Patient Care Facilitators- Betsy Corman/Brandy Mathews
     •   House Supervisors- Brandy Mathews
     •   Child Life Team (Children’s Hospital)- Judy Martin
23   •   Call Center, Courtney Higdon
 Unified Communications
  Strategy Development

  Questions/Comments?
Steering Committee Sub-Committee
         February 26, 2010

				
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