NHS Providers. 14 th January 2015

Transcription

1 NHS Providers 14 th January 2015

2 Agenda 1. Background 2. Pre-launch 3. Learnings 4. Demo 5. Current Status 6. Q&A

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4 Background Old intranet was 6 years old It was produced on a very tight budget ( 16K) Only one member of staff was responsible for moving the content, developing the site etc. At the time the Trust had 2800 full time staff and was a mental health trust only Number of content publishers 28

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6 ELFT NOW Mental health & community services trust We provide services to East London, Richmond, Barnet, Redbridge and Bedfordshire and Luton We have around 5000 staff Wide geographical spread and around 100 different sites

7 New Intranet wishlist Advanced search facilities Social networking Easy use and quick access information Forums and message boards Phone directory Dynamic sites map Engage clinicians in the design of the site Encourage dialog with staff/feedback

8 Tender Process Tender process involved 4 suppliers The panel included Comms, IT and Procurement SmallWorlders scored highest on quality and innovation We did not pick SmallWorldrs for being the cheapest

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10 SmallWorlders We only build intranets winning most intranet awards at least once We focus on engagement developed the Intranet Engagement Benchmark and an Intranet Engagement Framework Until 2015, we worked almost exclusively with large corporate clients on global initiatives Heineken, De Beers, Nestlé, Chalhoub

11 Process 1: Stakeholder & User Research 2: Workshop 3: Engagement Framework 4: Wireframing, testing & design 5: Build, populate & train

12 Stakeholder & User Research 1: Stakeholder Interviews 2: Staff Interviews 3: Staff Priorities

13 Main Concerns / Focus Process Efficiency Personalisation Easy Access to Information Mobile Working Information Available Engagement & Creativity Serendipitous Connections

14 Research Review 1: Stakeholder Interviews 2: Staff Interviews 3: Staff Priorities

15 Main Points Technology Access to info Processes Induction / Training Assessment Patient Transfer Patient Care Change in Policy / Procedure Personal Admin Procurement

16 HQ / Admin / Management Intranet Policies & Procedures Forms Contact Info Policies & Procedures Contact Info Policies & Procedures Contact Info Forms Forms Forms Forms Forms Policies & Procedures Forms Duty Team Community Mental Health Teams Patient Needs CPA / Risk Assessment Mental Health / Acute ward Intensive Unit MHA IAPT Police Counselling Schools GPs Third sector provision Primary Care Other single point referrals Recovery Other

17 Research Review 1: Stakeholder Interviews 2: Staff Interviews 3: Staff Priorities

18 Information on policies and procedures Contact information about people/departments within Information personalized to you (Only what you need, More efficient HR processes Ongoing news about the trust Information about the Trust Information about expertise within the trust List of tools available (and what they do) More efficient patient care pathways Access from home Ability to share and discuss ideas for improving efficiency Paper processes/logging transferred online Personal targets and KPIs Access on a mobile device Staff Priorities

19 Workshops Generate Ideas Prioritise according to Must/Nice/Sci-fi

20 Apply Intranet Engagement Framework

21 Intranet Engagement Framework Reasons To Log On Essential functionality that is essential (duh) exclusive and easy

22 Intranet Engagement Framework Reason To Return Useful functionalities Regular turnover of content Personalisation Continuous improvement plan Good UX/Usability Slick/Fun design

23 Intranet Engagement Framework Reason To Lead Social Features User profile pictures wherever possible Self-service groups/team rooms User Blogs

24 Apply Intranet Engagement Framework

25 Wireframing, testing & design Navigation

26 Card Sort

27 Draft Navigation The Trust Policies & Procedures Staff & Contacts Services & Departments News & Events About the Trust Clinical & Patient Care Legal & Finance Quality & Improvement Strategy & Governance IT & Systems HR & Training IT Procedures & Forms Tools & Platforms Smartcards Equipment Human Resources Training & Development Education & Apprenticeships

28 Wireframing Inside - out

29 Testing

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31 Lessons

32 The devil is in the detail Active Directory Integration Data quality Simple electronic forms meets simple electronic form functionality Content Migration Testing and feedback Change management

33 Active Directory Integration Additional complexities Merging Luton & Beds AD Complex folder structure SmallWorlders hosted solution (Cloud SaaS) Integrate with AD via ADFS Two-way synchronisation ADFS experience lacking Forcing an ELFT hosted solution

34 Data Clarity of data structure How sites, services etc are defined Data quality complete list of sites/services Website integration to ensure data is maintained in one place only (via API) Challenges around initial data import HR Systems Vs Active Directory

35 Simple forms and workflow What happens when a simple form & workflow meets a simple form & workflow tool?

36 Planning Scale of task Content Migration Lack of co-operation Poor input from some departments Little checking prior to launch

37 Testing & Feedback Although we allowed for a period of testing and feedback most of the feedback only came after the site was live!

38 Change Management Soft versus hard launch Consider launch video

39 Summary Plan, research and test Expect the unexpected Include contingency Consider the launch

40 Demonstration video

41 Usage

42 Popular Content Content Hits Users HealthRoster: Employee Online Staff Vacancies - Internal and External Datix Incident Report Online Form Celebrations Across the Trust ESR Sickness Form Checking your hours left & owed OLM Login - via ESR Support website Employee Online Guide 80 62

43 Searches Search Term # searches # users google Search people, content, services & DATIX jobs vacancies healthroster annual leave esr occupational health 85 38

44 A work in progress Transferring all existing forms into online forms Personalisation Mailcasts Enterprise social networking

45 Q&A