“Transforming Service Delivery – Delivering High Quality Care John Rayner Director - THIS

1. “Transforming Service Delivery – Delivering High Quality Care John Rayner Director - THIS

2. “Transforming the service delivery of the ICT Service in order to provide high quality health care”

3. Agenda…. • Introduction • IT a proven enabler • Products • Processes • People • Customers • Key messages

4. THE EVOLVING ROLE OF IT • What is changing: • IT is a major business tool • not just a technical challenge • IT is now a service provided to customers • Customer/user focused • The IT department is a service provider. • Often not considered a core part – supplier • IT needs to be business aware. • meets business requirements IT is a fundamental requirement in today’s Healthcare environment

5. IT in health care…….

6. 1948 Bolton Royal Infirmary

7. 2008 Bolton Hospitals

8. 1948

9. 2008

10. 1948

11. 2008

12. 1948

13. 2008

14. Radiology….

16. PACS…….

17. We have the products….. Knowledge

18. Processes…. • Alignment to constantly changing service needs • Business ready • Business continuity • Pockets of resistance • Darzi review and changing service requirements • Systems exist to maintain the status quo • Innovation and embracing change • Culture Vs Strategy

19. IT alignment with Service Requirements • “Information technology and business are becoming inextricably interwoven. I don't think anybody can talk meaningfully about one without the talking about the other.” • “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” Bill Gates

20. IT alignment with Service Requirements • "We need to use the National Programme and the informatics profession as an opportunity to drive forward the use of information to save people's lives and improve the quality of care. Success will be about engaging with management, with our partners, transparency of information we make available to the public and commissioners to improve quality, fantastic data to transform processes, not just computerise care processes," Professor Swindells

21. Transforming the Delivery of ICT services.. • Traditional services within a single organisation. (In-house services) • Managed services. • Shared services. • Joint ventures. • Semi independent but hosted. • Outsourced by functional area.

22. Right people Sat in the right seats On the right bus Travelling in the right direction The people….

23. Relationship Governance: Where are we? Confidence Index Management Dynamics Trust Dynamics Organizational Trust 5 "Co-management" established 4 "Co-management" initiated 3 Group Trust 2 Seek Best Practice 1 Ad Hoc & Random Individual Trust 0 You & Me Individual Distrust - 1 You vs. Me - 2 Group Distrust Us vs. Them - 3 Red Team vs. Blue Team - 4 Organizational Distrust War - 5 Exit

24. “Each interaction with the customer creates or destroys satisfaction”“High levels of satisfaction are associated with higher levels of customer loyalty”Gene Alvarez - Gartner

25. 7 6 5 4 3 2 1 Proven service delivery/ Track record/references Value Relationship/access to Technical expertise excellence decision makers Selection factors Question: Global primary selection factors when assessing a supplier 7 6 5 4 3 2 1 N = 27 Industry certifications Low prices RHIO/PHR participation Contracting models Geographic focus Average Asia/Pacific U.S. Canada EMEA

26. Thoughts for the day…….. • Successful relationships • Customer satisfaction and loyalty • Understand delivery and feedback • Consider value, and what adds the most • Customer centric employee culture • A leader in every seat • How do we incentivise in order to achieve mutual benefit?

27. Leadership “Actively manage the culture and the culture with manage the business”

28. Key messages and lessons 1 • Understand customer / supplier relations • Independent, under scrutiny, integrity • Get an identity and a brand • Make the brand the product • Make customer excellence the main priority

29. Key messages and Lessons 2 • Understand who you are • Understand the need to be different and what it is that differentiates • Have unique selling points

30. “During the past eight years, products have become more complicated. Everything from mortgages to health insurance, credit cards, consumer electronics, wireless electronics and cellular telephones have myriad permutations. At the same time that these products have been introduced, we have simultaneously pushed the customer interactions to self-service and lower-cost outsourced customer service centres. Because so many businesses consider customer service not to be a core competency, outsourcing sounds like a good choice. The reality for many businesses is that customer service is emerging as the only true differentiator”Source - Michael Maoz, Gartner 2006

31. ‘Leadership is the key’ “ You can’t lead your army into battle if you think that you look funny sat on the horse”

32. Key messages for CIO / Director • Stay visible, let people know that you exist • Create an emotion • Bring meaning • Understand how you look, sound and behave • Manage the culture every single day • Empower your people

33. Questions…. • Are you satisfied that the technology is a proven enabler? • Does IT business related change remain a challenge? • Do you agree that our people and that the services they provide to customers are our greatest asset and as such should be the number One priority?

34. The Health Informatics Service is hosted by Calderdale & Huddersfield NHS Foundation Trust and supports healthcare organisations across Yorkshire and The Humber