The New Zealand national telehealth service – one year on Andrew B. Slater Chief Executive Officer Homecare Medical / National Telehealth Service andrew.slater@homecaremedical.co.nz
The New Zealand national telehealth service – one year on Telehealth = ehealth, mhealth, virtual health etc Homecare Medical = not a Home care organisation Andrew B. Slater Chief Executive Officer Homecare Medical / National Telehealth Service andrew.slater@homecaremedical.co.nz
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• 300+ people • 7,000 hours of training • 4 contact centres built • A national directory of 3,500+ health services • 219 computers, 60 Servers and a new cloud-hosted secure health platform • All business processes established • A new smoking cessation programme to support 40,000 New Zealanders in the first 12 months • Over 20 virtual services launched across the health continuum • Defined and built the software system that underpins the whole service • Live 1 November 2015
How was it done and continues to be
By the numbers From 1 Nov 2015 to 31 December 2016 1m+ contacts with New Zealanders
Where, what and how? To virtually support kiwis to stay well Ambition and connect them seamlessly with care when they need it Deliver New Strengthen Our FY2016/17 Strategic Get Innovating Services that Solve Operational Focus Problems Foundation Motivated by Pokohiwi ki Values Do the Right Thing Passion for Better Quality Pokohiwi Teams Delivering Mental Emergency Poisons Health MH&A Services Virtually Health Nurses Triage Advisors Officers Specialists Nurses nurses 24/7
Depression Our Services Helpline
Developing a high performing workforce Training and High performing Policies & e-learning clinicians using Procedures depth of experience All staff receive Professional Development & monthly Clinical Registration quality stats & Governance Annual Investigation Performance call reviews & Root Cause Review Analysis Trend Analysis On the spot External Monthly coaching Call Clinical Monthly group online review Governance supervision learning Committee sessions 11
At the centre of all we do
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A model that is growing NZ Health – international exemplar Health Coaching Services Offered Digital Mental Health Health Analytics Digital Self Service Earlier Mental Health Response / Employability / eTalk / Gambling Chat National New Human Centred Service Flow Telehealth Digital Platform and Digital Response Centre Service today Email/Web Chat/SMS Inbound Calls/Triage Pre-NTS Capability After-Hours GP Access Time
New Human Centred Service Flow • New service flow designed for nursing service • More focus on client and less on health system needs • Moving to diminish the role of the CDSS in the flow • Positive outcomes to date
Increasing clinical richness and cost Personalised Patient’s Public information Online Personal automated F2F Healthcare and campaigns interaction interaction Home advice Referral to Phone Chat F2F provider Picture Email Video Assessments Txt Symptom checkers Social messaging Website self-help Monitoring Social media channels Targeted marketing Media Apps
The Journal 2.0
Now multi-platform
Now multi-platform
Now multi-platform
New look and feel
More flexibility for planned activities and the order they are completed 25
More flexibility for planned activities and the order they are completed
The Journal 2.0
Some final thoughts……. • • Scale Partnerships including integration • • Less specific contracts, high trust, Digital deprivation / no boundaries • outcome focussed, long term Cross sector join up – Social, Police • • See marketing and promotion as digital Privacy – sort it • service delivery Different channels
The New Zealand national telehealth service – one year on Andrew B. Slater Chief Executive Officer Homecare Medical / National Telehealth Service andrew.slater@homecaremedical.co.nz
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