Enterprise Systems For Customer Journey Strategies In Healthcare

Description and Justification of the Solution Design

Information system has made a significant impact on the business operations of healthcare sector. Hospital Information System (HIS) is an integrated information system, which is designed to manage the administrative, financial as well as clinical aspects of the hospital. The aim of this system is to get best support of the patient care as well as administration by electronic processing of data (Weaver et al., 2016). This report discuses the implementation of smart handheld devices system, which is an effective interface of HIS to improve the business process of My State Hospital. The implementation of the system requires a stable, secured and optimized ICT infrastructure for the healthcare sector. The system helps to improve the administrative tasks in the hospital to relocate the hospital services from office location closer to the patients.

This particular report discusses on the solution design, strategies of customer journey, information architecture for the proposed system and work breakdown structure. It also analyzes on the critical success factors, pre-implementation and post-implementation plan and strategies of the proposed system.

In the business operation of My State Hospital, it is required to implement smart handheld device system as an interface of HIS so that it can improve patient care by making recommendations for the care (Çeken, 2014). The system has converted into digitized system with involvement of computers. The computer system receives the data of the patients, and then it is processed to produce required outputs. The system helps to keep the data centralized so that the data of patients are accessed from anywhere as it is connected with the central database. The data of patients are easily accessible (Thompson, 2013). It eliminates the clerical processes like the appointment reminders, laboratory result notifications and others. HIS also helps to improve the security of the patient’s health information, as it requires authentication to access the data (Rodon & Silva, 2015). There is different level of access such as the doctor can see information like diagnostic test result and cashiers can access to financial data of the patient. The hospital sector uses IoT technology to track the data of patients. It also minimizes the human error as well as effort while entering data into the database system.

Within the My State Hospital, the customers are the patients and the main strategy that is used to implement a HIS into the organization is customer satisfaction. Therefore, following are the strategies of the customer journey such as:

1. HIS provides sufficient, proper and timely information to the customers. It improves the quality of the decisions, which are taken by the healthcare professionals (Wager, Lee & Glaser, 2017)
2. The output of HIS is well-designed layout as well as graphics of the patient’s data.
3. It provides completed as well as secured information to the customers. Therefore, the customer is sure that their personal data and information are secured within the organization database (George, Kumar & Kumar, 2015)
4. The healthcare information system can reduce the waiting time of the customers.
5. The HIS can improve the cost controlling, increasing the timeliness, accuracy of the patient’s care and administrative information (Jensen, 2013). It also increases the capacity of healthcare services, reduces cost of personnel and improves the quality of the healthcare.
6. The proposed system improves the hospital management, delivers better patients as well as improves in profitability of My State Hospital.

Description Strategies of Customer Journey

The implementation process of smart handheld device system into the business operation of My State Hospital requires an information and communication technologies improve the efficiency of the administration tasks to relocate healthcare services from the office location to the patients like cyber cafe and personal computers (Rocha, 2013). Therefore, in order to implement the system, a secured as well as optimized ICT infrastructure is required. The data are kept secured by back up process of the data. The data are backed up by use of data centers such as server and data switchboard, UPS, access control system and CCTV. In order to make the data accessible to the end user, the staffs of the hospital require a data connection network and server, which is locally available (Wu & Xu, 2013). A data connection with local data networks is required such as LAN, WiFi and VoIP. An ICT virtualization is required for the system and for this purpose storage; spaces are required on the local drive. Servers are required to connect audiences with the data and a middleware for availability of the data for the end users. The final requirement is a notebook, desktop as well as workstations for available the data to the end user (Ifinedo, 2014). Proper information architecture consists of some elements, which are required for proper implementation of information system such as proper ICT, optimal processes, continuity of the business operations and sustainable cost.  

The implementation of HIS is a continuous quality improvement into the business processes of My State Hospital. There are three key success factors:

Reliable information: In order to provide reliable information to the customers, the HIS requires integrating across various service providers (Mishra, Srinivas & Mukhopadhyay, 2014).

Engagement of the stakeholders into all the phrases of the improvement works: The successful implementation of proposed system into the organization requires good doctor-patient relationships, which would provide an impact on the interpersonal care processes (Peltier, 2016).

Robust infrastructure: The Information and Communication Technology Infrastructure of the healthcare information system consists of backup system, data connectivity network, server, ICT virtualization and desktops (Martínez-Pérez et al., 2015).

Following are the pre-implementation plan and strategies of My State Hospital to implement the proposed system:

Organizational vision: The vision of the organization is to implement a new information system, which would facilitate support to give better way to do healthcare business as well as patient care (Stair & Reynolds, 2013).

Description and Justification of the Information Architecture

Business and requirements analysis: The proposed system collects the patient’s data from different areas in the organization (Ogiela & Ogiela, 2014). After installation of the software, the project team present product at the workshop of hospital and a decision is made for designing the solution.

Assign of project manager: A project manager is assigned who help in design of the implementation plan of how the system is being implemented in My State Hospital. A project plan is created for the stakeholders to understand the project requirements and each project stage.

After the implementation of the proposed HIS system into the business process of My State Hospital, there is a requirement of designated person to continue with the interface of the system with the system users (Rodon & Silva, 2015). The user monitors the usage of the system into the business and then identifies the problems involved with this new implemented system. In the requirement analysis phase, the issues are not identified. The new problem is being encountered and a new solution is being developed. It is seen that those circumstances are being documented as well as communicated to the system users within similar roles and responsibilities.

Conclusion

It is concluded that a computer-based patient records as well as system functions are become an essential technology for the healthcare services of My State Hospital. Technological process makes the system to provide cost effective solution, accurate data of the patients and improve the quality of care. It also makes a modification into the healthcare cost. The proposed system gives adequate, appropriate and convenient data to the clients. It gives finished and in addition secured data to the clients. In this way, the client is certain that his or her own information and data are secured inside the association database. The medicinal services data framework can lessen the holding up time of the clients. The HIS can enhance the cost controlling, expanding the auspiciousness, exactness of the patient’s care and authoritative data. It is also analyzed that the proposed framework enhances the doctor’s facility administration, conveys better patients and additionally enhances in productivity of My State Hospital.

Following are the recommendations for My State Hospital due to implementation of healthcare information system:

Computer based system: The healthcare professionals should adopt a computer based patient record as their design standard is for medical as well as patient care record.

Configuration of the proposed system: The solution will require configuring within the test environment of the organization in adherence with the system design documentation.

Data mitigation process: The implementation of HIS requires careful planning as well as data mitigation processes, which would be helpful for the project manager to take decisions. The process is based on legacy system, data transfer, time of mitigation and resources available that the organization provides. 

References

Çeken, C. (2014). A Framework Study for Healthcare Information Systems. Journal of Computer and Communications, 2(11), 61.

George, J., Kumar, V., & Kumar, S. (2015). Data Warehouse Design Considerations for a Healthcare Business Intelligence System. In World Congress on Engineering.

Ifinedo, P. (2014). Information systems security policy compliance: An empirical study of the effects of socialisation, influence, and cognition. Information & Management, 51(1), 69-79.

Jensen, T. B. (2013). Design principles for achieving integrated healthcare information systems. Health informatics journal, 19(1), 29-45.

Li, S., Da Xu, L., & Zhao, S. (2015). The internet of things: a survey. Information Systems Frontiers, 17(2), 243-259.

Martínez-Pérez, B., De La Torre-Díez, I., & López-Coronado, M. (2015). Privacy and security in mobile health apps: a review and recommendations. Journal of medical systems, 39(1), 181.

Mishra, D., Srinivas, J., & Mukhopadhyay, S. (2014). A secure and efficient chaotic map-based authenticated key agreement scheme for telecare medicine information systems. Journal of medical systems, 38(10), 120.

Ogiela, L., & Ogiela, M. R. (2014). Cognitive systems and bio-inspired computing in homeland security. Journal of Network and Computer Applications, 38, 34-42.

Peltier, T. R. (2016). Information Security Policies, Procedures, and Standards: guidelines for effective information security management. CRC Press.

Rocha, Á. (2013). Evolution of information systems and technologies maturity in healthcare. In Healthcare Information Technology Innovation and Sustainability: Frontiers and Adoption (pp. 238-246). IGI Global.

Rodon, J., & Silva, L. (2015). Exploring the Formation of a Healthcare Information Infrastructure: Hierarchy or Meshwork?. Journal of the Association for Information Systems, 16(5), 394.

Stair, R., & Reynolds, G. (2013). Principles of information systems. Cengage Learning.

Thompson, C. D. (2013). Benefits and risks of electronic medical record (EMR): An interpretive analysis of Healthcare consumers’ perceptions of an evolving health information systems technology. Robert Morris University.

Wager, K. A., Lee, F. W., & Glaser, J. P. (2017). Health care information systems: a practical approach for health care management. John Wiley & Sons.

Weaver, C. A., Ball, M. J., Kim, G. R., & Kiel, J. M. (2016). Healthcare information management systems. Cham: Springer International Publishing.

Wu, F., & Xu, L. (2013). Security analysis and improvement of a privacy authentication scheme for telecare medical information systems. Journal of medical systems, 37(4), 9958.

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