Healthcare Management Forum

Peter Varga is the Chief Transformation Officer at HealthHub Solutions, Canada’s leading provider of bedside patient engagement technology. Leslie Motz is the Executive Vice President of Patient Services and Chief Nursing Executive at Joseph Brant Hospital in Burlington, Ontario. In this article, Peter and Leslie examine Canada’s ranking among OECD countries on the performance of its healthcare system and propose how optimizing processes around technology purchase and implementation can maximize the value that it can bring to improving health system performance.

A range of human factors issues are recognized as critical to the success of projects involving Health Information Technology (HIT). Problems related to the usability of HIT have come to the fore, with continued reports of systems that are non-intuitive and difficult to use and that may even pose safety risks. In this article, we consider a number of approaches from usability engineering and human factors that can be applied to improve the chances of system success and adoption. A range of methods focused around human factors can be employed throughout the system development cycle of HIT. The purpose of this article is to discuss human factors approaches that can be used to improve the likelihood of successful system adoption and also provide input into the selection and procurement process of HIT. The article concludes with recommendations regarding how understanding of human factors can be integrated into healthcare organizational decision making.

Health technology quality and safety is an important issue for health informatics (i.e. digital health) professionals. Health technologies have been used to (1) collect data that can be analyzed to improve the quality and safety of healthcare activities and (2) re-engineer and/or automate error-prone processes. Health technologies are also able to introduce new types of errors (i.e. technology-induced errors) and have been implicated in propagating errors across digital health ecosystems. To develop a learning health system, health technologies need to be considered in terms of how they can improve the quality and safety of health activities traditionally carried out by humans (patients and health professionals) and also how the technology’s quality and safety can be improved. This article outlines how this can be done by integrating evidence from health informatics research into practice using a learning health systems approach.

Health information system implementations are expensive and risky. They have the potential to transform healthcare when implemented successfully. Health leaders need to effectively engage physicians as an important constituent in the project. This can be accomplished by applying user-centred design principles, facilitating physician leadership, and planning for training. When done effectively, a sense of shared ownership and allegiance between management and the physician group is created that will lead to a successful project.

Many clinicians are using their personal digital devices (such as smartphones) while at work for personal and professional purposes. The purpose of this research was to understand how Ontario nurses used their own digital devices within the workplace. Reported here are the findings from the on-line questionnaire of a mixed methods design. Participants (N = 169) had a mean age of 41 years, were mostly female, and with an average of 15.2 years of nursing experience. Most (73%) used their own device within the workplace for pragmatic reasons (telling time), patient care (accessing information, drug management, and administration), and communication among the healthcare team. This research offers emerging insight into how personally owned devices are being integrated into healthcare practices and highlighted tensions among workplace efficiency and enhanced team communication. This research supports the development of guidelines for personal device use within healthcare settings.

Responding to a provincial government decision to develop two Urgent Care Centres (UCCs) in Saskatchewan, we undertook a rapid review of published literature with the objective of determining best practices for their creation and functioning. Two English-limited PubMed database searches combining “after-hours care,” “ambulatory care,” “emergency medicine,” “urgent care,” “minor emergency,” “walk-in,” and “Canada” over the past 10 years were the sources of articles for our review. Articles were independently reviewed by two authors and synthesized collaboratively. From 833 articles, 44 were utilized in the review. Six considerations in the following areas were subsequently outlined: expected impact, preferred location, healthcare services collaboration, available services, staffing priorities, and community partnerships. These principles were considered against the backdrop of currently successful Canadian UCCs. This review indicates that general principles for the successful development of UCCs exist; these may guide the establishment and functioning of UCCs both in Saskatchewan and elsewhere.

Digital technology offers several opportunities to improve access to professional expertise in primary care, and the offer of various “virtual” services has exploded in the past few years. The aim of this study was to evaluate the implementation of a direct-to-consumer on-line pharmacy consultation service (Ask Your Pharmacist - AYP) to a universal phone consultation service led by the universal public health system in Quebec (811 Info-Santé), through a direct bridge. Semi-structured interviews were conducted with clinician users of the service, and stakeholders involved in this pilot project funded by the Ministry of Economy (n = 22); documents were also analyzed, and content of the question was asked through the AYP service. Adoption of the service was low, and it suggests a poor alignment between the need and the service as implemented. Further research should investigate the mechanisms for an appropriate integration of digital services for primary care universal consultation services.

For-profit virtual medical care has been expanding rapidly in Canada, creating new societal and practical challenges requiring policy and regulatory reform. We mapped the current state of regulatory policy across 10 Canadian provinces by analyzing practice standards and guidelines for virtual care from medical profession regulators. Through a comparative framework, we assessed the extent to which virtual practice policies addressed issues around mobility and licensure, equitable access, privacy, complaints, and continuity of care. We also compared these regulatory documents to the model standards from the Canadian medical regulatory consortium and considered implications for practicing in for-profit virtual environments. We found considerable variation across provincial regulatory bodies, with most existing frameworks not adequately addressing equity, access, and practitioner competency and not providing flexible, nuanced, or risk-based approaches to virtual care provision. As we compared jurisdictions, we identified gaps and leading practices to inform recommendations for professional regulators and policy-makers.

Artificial Intelligence (AI) for health has a great potential; it has already proven to be successful in enhancing patient outcomes, facilitating professional work and benefiting administration. However, AI presents challenges related to health equity defined as an opportunity for people to reach their fullest health potential. This article discusses the opportunities and challenges that AI presents in health and examines ways in which inequities related to AI can be mitigated.

This article outlines the findings of a study that looked at the self-management needs of Chronic Obstructive Pulmonary Disease (COPD) patients and the feasibility of an eHealth intervention. This study found that patient self-monitoring is sub-optimal. Patients want the technology to include record keeping, feedback, the integration of biomedical and environmental data, exacerbation detection, and the ability to connect with providers. Health leaders could benefit from this information by working with their suppliers to eliminate system and technology barriers, and ensuring that technology is interactive, personalized and easy to use.