Empowering The End User - The Future of IT Support, Developing a First Class Service

Copyright © 2013, RES Software. All rights reserved. 0113

Empowering the End User

The future of IT Support: Developing a first class service

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East Lancs Hospitals Trust

East Lancashire Hospitals NHS Trust is an integrated Health Care Provider located in Lancashire in the heart of the North West of England.Employing over 9,000 staff.Treating over six hundred thousand patients a year from the most serious of emergencies to planned operations and procedures.Has around 1000 beds on 5 sites :

Royal Blackburn Hospital, Burnley General Hospital, Clitheroe Community Hospital, Accrington Victoria Hospital and Pendle Community Hospital and 30 Community Facilities

Using 5200 computers operating 24/7

East Lancs 65 years on……………….ELHT eHealth Programme

Blackburn Royal Infirmary1948

Royal Blackburn Hospital2014

The Wards…1948

… have changed.2014

The theatres …1948

… have changed.2014

And Medical Records …1948

… have got a fan!2014

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We have an E-Health Program

Implement a best of breed strategyConnect existing systems together via a portalImplement systems to capture currently paper based data electronicallyPrescribe and manage meds electronicallyUpgrade the patient TV system to support clinical useScan the existing paper record (100+ million pages) and provide electronic access

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The EPR is ‘assembled on the fly.’ The docs stay in the host system and viewed through the Clinical Portal. Single Sign On is used for ‘doing’ things in other systems

Legacy eCasenotes and

scanned active docs

Lab Reports

Radiology reports

Digital Dictation

Completed eForms

Endoscopy Reports

System links (in context of the patient)

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All well and good…

However it is all dependent upon:-Reliable Infrastructure

Up to date devices Data centre & network resilience

Efficient End User SupportRapid turn around of issue resolution

Extended IT supportHospitals are 24/7 environments

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ELHT Problem!

NHS is in a period of austerityTraditional approach

Increase staff numbersEngineers/techniciansService Desk

Buy more hardware

NHS funding model supports Capital(one off)Investment in modernisationInvestment in technologyIn order to reduce revenue

IT Support Mission Statement

“To deliver a first class service to the Trust which will enable hospital staff to deliver

patient care.”

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5 stages of maturity

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Progress so far

Business case to modernise the data centresPrivate cloud infrastructureReduced footprint (34 – 7 racks!)Improves resilience and performance

Agreed investment into new software toolsProactive data centre monitoring toolNew modern service desk suiteRES Suite 2014

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The Approach

Empower the end user to help themselvesTrust has 5 staff on the service deskWith the right tools that could be 9000eHealth strategy has fuelled users demand for rapid response

Automate as many processes as possibleReduce time taken to resolve callsIncrease user satisfactionCreate tasks that include other department's e.g. HR & supplies

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RES Suite 2014

RES Workspace Manager

RES IT Store

RES Automation Manager

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RES Workspace Manager

Reducing login times

Assist in the W7 migration

Intelligent printing

Customised desk top environment

Location based access

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RES IT Store

Online store :HardwareSoftwareDelivery of new systems

Account requests & amendmentsDomain accessSystem Access

Password resetLog Service Desk requestsBYOD

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RES Automation Manager

Supports the IT StoreRaise and close jobs on Service Desk SoftwareWorks in conjunction with SCCM Re-harvest licencesCreates AD account and Outlook mailbox

Automate IT ProcessesAutomated virtual server creationManagement of mobiles, bleeps and pagers

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A Service Transformation

Improved access to services

Faster response to “hand on” jobs

A streamlined cost effective service

Pro active IT Support

Self managed AD

An “Automation tool” for the whole Trust not just IT Support

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Provide a service with “Value!”

Copyright © 2013, RES Software. All rights reserved. 0113Copyright © 2013, RES Software. All rights reserved. 0113Copyright © 2014, RES Software. All rights reserved. 0113

Thomas KlouwerDirector Sales Engineers EMEA@Klouwer

Meeting Consumerisation Demands by Empowering your Users

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For the Clinician…

They want an easy, consumer-like experience at all times

They want to use their own devices and work on the go

They complain IT is too slow to deliver services

For IT Professionals…

New technology is often difficult to adapt

Compliance and security are too costly to maintain

We’re under constant competitive pressure from cloud and other sources

Today’s Challenges…

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Automating the Lifecycles of IT Services

Triggered by Hospital Policy

Delivered Proactively

Intuitive Self-Service for Clinicians

Access Secured & Personalized

Remove decencies and waiting timeUser

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RES and Healthcare: Strategic Value

• Enhance the clinician’s user experience

• Improve security and compliance

• From re-active to pro-active IT

• Create patient satisfaction and process compliance through increased efficiency

• Provide a consumer-like IT platform

• Improve IT efficiency, enabling more focus on strategic initiatives like telemedicine, patient engagement, Meaningful Use and ICD-10

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Quantifiable Business Cases

Less expensive and faster desktop transformation (OS migration, VDI, etc..)

87% fewer man hours$97 per user per update

Logins in seconds not minutes$100’s to $1000’s saved per user per year

Print jobs sent automatically to the closest printer

1 print per day = 1 minute saved per print, $333 per user per year

Employee, vendor, intern and student on-boarding/ off-boarding in minutes not days

$100+ Per user Per Event

Decrease service desk tickets by 40% or more in small 100 bed hospital

Annual IT Savings $200.80 per user

Faster, more stable profiles, similar experience

Improve clinician efficiency through decreased service desk calls, and better user experience

Annual Per User $1,518.75

RES Software & Healthcare: Quantifiable Business Value

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RES Software. Where Business meets IT.

RES IT Store An automated self-service portal for all IT services, available 24/7/365

The integration umbrella for your Infrastructure

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RES Software: Committed to Healthcare Success

Healthcare is the number #1 vertical for RES Software (33%)

75% of healthcare providers in the Nordics use RES Software

50% of healthcare providers in the Netherlands use RES Software

US and UK are quickly following this trend

RES Software has focused on healthcare for more than 10 years

RES Software is unconditionally committed to healthcare

Copyright © 2013, RES Software. All rights reserved. 0113Copyright © 2013, RES Software. All rights reserved. 0113Copyright © 2014, RES Software. All rights reserved. 0113

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Empowering The End User - The Future of IT Support, Developing a First Class Service

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