The New Zealand national telehealth service one year on Andrew B. - - PowerPoint PPT Presentation

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The New Zealand national telehealth service one year on Andrew B. - - PowerPoint PPT Presentation

Oct 07, 2023 352 likes •669 views

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

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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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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

Telehealth = ehealth, mhealth, virtual health etc Homecare Medical = not a Home care organisation

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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
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How was it done and continues to be

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By the numbers

From 1 Nov 2015 to 31 December 2016

1m+

contacts with New Zealanders

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Teams Delivering Services Virtually 24/7 Values FY2016/17 Strategic Focus

Ambition To virtually support kiwis to stay well and connect them seamlessly with care when they need it

Where, what and how?

Motivated by Quality Do the Right Thing Pokohiwi ki Pokohiwi Passion for Better

MH&A Specialists Health Advisors Nurses Poisons Officers Emergency Triage nurses

Deliver New Services that Solve Problems Get Innovating Strengthen Our Operational Foundation

Mental Health Nurses
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Our Services

Depression Helpline

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All staff receive monthly quality stats & call reviews

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Clinical Governance

Training and e-learning External Clinical Governance Committee Monthly
  • nline
learning Professional Development & Registration

Developing a high performing workforce

Monthly group supervision sessions High performing clinicians using depth
  • f experience
Call review Annual Performance Review On the spot coaching Policies & Procedures Investigation & Root Cause Analysis Trend Analysis
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At the centre of all we do

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SLIDE 15 Inbound Calls/Triage Email/Web Chat/SMS Digital Platform and Digital Response Centre Earlier Mental Health Response / Employability / eTalk / Gambling Chat Digital Self Service Digital Mental Health New Human Centred Service Flow Health Coaching

Time Services Offered

National Telehealth Service today After-Hours GP Access Pre-NTS Capability

A model that is growing

NZ Health – international exemplar Health Analytics
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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
  • f the CDSS in the flow
  • Positive outcomes to date
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Public information and campaigns Personalised automated advice Online interaction Personal interaction F2F

Website self-help Social media channels Media Assessments Symptom checkers Monitoring Targeted marketing Apps Chat Email Txt Social messaging Phone Picture Video Referral to F2F provider

Increasing clinical richness and cost

Patient’s Healthcare Home
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The Journal 2.0

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Now multi-platform

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Now multi-platform

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Now multi-platform

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New look and feel

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More flexibility for planned activities and the order they are completed

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More flexibility for planned activities and the order they are completed

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The Journal 2.0

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  • Scale
  • Less specific contracts, high trust,
  • utcome focussed, long term
  • See marketing and promotion as digital

service delivery

Some final thoughts…….

  • Partnerships including integration
  • Digital deprivation / no boundaries
  • Cross sector join up – Social, Police
  • Privacy – sort it
  • Different channels
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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