NHS Providers
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NHS Providers 14 th January 2015
Transcript of NHS Providers
NHS Providers14th January 2015
Agenda
1. Background
2. Pre-launch
3. Learnings
4. Demo
5. Current Status
6. Q&A
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
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
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
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
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 …
Process1: Stakeholder & User Research
2: Workshop
3: Engagement Framework
4: Wireframing, testing & design
5: Build, populate & train
Stakeholder & User Research
1: Stakeholder Interviews
2: Staff Interviews
3: Staff Priorities
Main Concerns / Focus
Process Efficiency
Easy Access to Information
Information Available
Serendipitous Connections
Personalisation
Mobile Working
Engagement & Creativity
Research Review1: Stakeholder Interviews
2: Staff Interviews
3: Staff Priorities
Main Points• Technology
• Access to info
• Processes• Induction / Training
• Assessment
• Patient Transfer
• Patient Care
• Change in Policy / Procedure
• Personal Admin
• Procurement
Duty TeamCommunity
Mental Health Teams
Mental Health / Acute ward Intensive UnitPatient
NeedsCPA / Risk
Assessment
MHA
GPs
Schools
Police
Other single point referrals
IAPT
CounsellingThird sector
provisionPrimary Care
Recovery
…Other
Contact Info
Contact Info
Contact Info
Policies & Procedures
FormsForms Forms Forms
Policies & Procedures
Forms
Policies & Procedures
Forms
Policies & Procedures
Forms
HQ / Admin / Management
Intr
anet
Research Review1: Stakeholder Interviews
2: Staff Interviews
3: Staff Priorities
0 2 4 6 8 10 12 14
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
Workshops• Generate Ideas• Prioritise according to Must/Nice/Sci-fi
Apply Intranet Engagement Framework
Reasons To Log On
• Essential functionality that is• essential (duh)• exclusive• and easy
Intranet Engagement Framework
Reason To Return
• Useful functionalities• Regular turnover of
content• Personalisation• Continuous
improvement plan• Good UX/Usability• Slick/Fun design
Intranet Engagement Framework
Reason To Lead
• Social Features
• User profile pictures wherever possible
• Self-service groups/team rooms
• User Blogs
Intranet Engagement Framework
Apply Intranet Engagement Framework
Wireframing, testing & designNavigation
Card Sort
The Trust Policies & Procedures
IT & Systems HR & Training
Staff & Contacts Services & Departments News & Events About the Trust Clinical &
Patient Care Legal & Finance Quality & Improvement
Strategy & Governance
IT Procedures & Forms
Tools & Platforms Smartcards Equipment Human
ResourcesTraining &
DevelopmentEducation &
Apprenticeships
Draft Navigation
WireframingInside - out
Testing
Lessons
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
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
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
“Simple” forms and workflow• What happens when a “simple” form &
workflow meets a “simple form & workflow tool”?
Content Migration• Planning
– Scale of task
• Lack of co-operation– Poor input from some departments– Little checking prior to launch
Testing & Feedback• Although we allowed for a period of testing
and feedback … most of the feedback only came after the site was live!
Change Management• Soft versus hard launch• Consider launch video
Summary• Plan, research and test• Expect the unexpected
– Include contingency
• Consider the launch
Demonstration
video
Usage
Popular ContentContent Hits Users
HealthRoster: Employee Online 461 251
Staff Vacancies - Internal and External 328 218
Datix 276 195
Incident Report Online Form 163 114
Celebrations Across the Trust 158 138
ESR Sickness Form 126 92
Checking your hours left & owed 112 95
OLM Login - via ESR Support website 83 57
Employee Online Guide 80 62
SearchesSearch Term # searches # users
google 736 229
Search people, content, services & 285 107
DATIX 201 102
jobs 165 63
vacancies 157 66
healthroster 112 30
annual leave 88 42
esr 87 33
occupational health 85 38
A work in progress• Transferring all existing forms into online
forms• Personalisation• Mailcasts• Enterprise social networking
Q&A
