Doctors of BC (DoBC) is an organization of physicians that works with the BC government as part of the General Practice Services Committee (GPSC). As such, their task is to achieve quality patient care through engagement, collaboration, and physician leadership. While this is done as a joint project between the Doctors Technology Office (DTO) and the Practice Support Program (PSP), there is an urgent need for a data management tool for PSP Central and Regional Support Teams (RSTs). This tool would give the RSTs the ability to access existing clinic/physician data collected through the Physician Information Technology Office (PITO). Although a project of this nature has been attempted before, the effort was unsuccessful.
To implement a centrally-supported, provincially-standardized data management system designed to facilitate the delivery of integrated support services, standardize reporting, and support data collection for quality improvement across all Health Authorities, Divisions of Family Practice, and the DTO.
PROJECT – CHALLENGES
Several obstacles and inefficiencies that currently pose a challenge include the following:
All 36 Divisions of Family Practice (DoFP) in BC lack a unified source for the financials, staff, members, and board members of each of the organizations.
The five regional Health Authorities currently use various systems (Excel, Maximizer, and Access) to plan, track, and manage training modules for general practitioners and specialists.
PSP Central lacks the tools to conduct surveys and gather reports from each Health Authority in a timely and consistent manner.
Overly complex security requirements at the business unit, entity, and field levels across all Health Authorities and other DoBC departments (DoFP and DTO).
The DTO is actively looking for a system to replace Maximizer as their case-tracking and knowledge base tool.
With user training and adoption being critical to the success of the project, the COMET Dynamics 365/CRM solution is specifically designed to bring all of the above-mentioned requirements under a single, shared platform, while simultaneously allowing for independently-secured sensitive data.
PROJECT – OUTCOMES
The successful implementation of this project will create a variety of positive results, including the following:
A centrally-supported tool that is used by all Health Authority RSTs to track key data and has been customized to meet workflow needs.
Improved accountability within the PSP program for all five Health Authority RSTs.
A centrally-supported tool with the ability to track the key metrics required by PSP Central.
The ability to use data from the tool to create reports for both the Health Authorities and PSP Central.
The ability for the Health Authority RSTs to access required data from PITO/PSP Technology Group (TG) database.
The ability to share this data among RSTs.
Given the high-priority nature of each activity and event in this project, the resulting measure of success in each case is determined by the subsequent criteria:
Working Group Acceptance = User Acceptance Testing (UAT) complete with no open critical or high defects.
Pilot launched on time in November 2016 for the Fraser Health Authority (FHA) = November pilot launch with no open critical defects.
User Adoption-Subject Matter Experts, and Users trained with support from manuals, WebEx, and desk-side sessions = 100% of RSTs using MS Dynamics 365/CRM for tracking PSP work.
Data Migration complete and dependence of Maximizer/Access/Excel databases eliminated = RST no longer using current databases.
Reporting = PSP Central has provincial data to create reports that reflect the PSP work performed in all Health Authorities.
Dynamics 365/CRM (2016 On-Premise)
Complex security model at the field, entity, and business unit levels
Agile project approach with tuning based on end user workshop sessions
Customized UX utilizing editable grids and process flows
Data Migration from Maximizer, Excel, and Access databases
MS Portals (ADXStudios)
Light use of MS Portals, used to facilitate and support invitations, registrations, and surveys
Onsite training sessions at each of the five provincial Health Authorities