IT for Aged Care Providers: A Step by Step Guide
Purchasing IT systems
As we discussed in the previous section, developing an overall IT plan (or strategy) for your organisation will enable you to identify a number of separate IT projects.
Some of these projects may be simpler than others. The most complex – and perhaps daunting – is likely to be a project to purchase a whole new IT system (hardware and/or software).
In this section we will talk about how best to manage such a purchase, including:
- setting project goals;
- involving your staff;
- understanding your business requirements;
- understanding, in detail, your IT requirements;
- investigating and reviewing possible solutions;
- developing and reviewing a specific project plan; and
- identifying resources (human and financial).
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Choosing the right technology
Define your goals
Think about what you want the new IT to achieve.Write down why you want new information technology. What was it that made you think about going down this path? What benefits do you foresee? What problems do you believe will be resolved?
In other words, you need to become clear in your own mind about where you want to be at the end of the process. You need to define your specific IT goals and, as noted previously, link them back to your business goals.
If you can quantify the benefits or savings, so much the better. Think in terms of the number of hours of effort saved through efficiency gains, the number of dollars saved or the increase in business.
You don't have to be accurate down to the last dollar or percentage point gained here – this shouldn't be a long and drawn out exercise – but the more accurate you can (easily) make it, the better.
That brand new computer system may look impressive and promise the world, but if it's realistically only going to save you a few hours a week and take ten or more years to recoup the cost, then you have to ask yourself if it is worth it.
Clinical IT in Aged Care
The Clinical IT in Aged Care project is examining ways to improve the quality of aged care delivery through the use of IT.Information about the project is available form the Department of Health & Ageing: www.health.gov.au
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Form a working group
Embarking on an IT project without involving the people who are going to use it is a recipe for disaster.Ideally, you will already have created interest and involvement through the development of the overall IT plan. Now you can capitalise on that involvement to get people working on individual projects. Everybody has their own ideas as to how to improve things, so use that knowledge to your advantage.
Identify staff who are informal leaders in the organisation. Choose a few key staff who are familiar with the processes and practices used in the centre and ask them to be part of the planning process. Apart from contributing thoughts and ideas for using technology in the centre, the working group should also be involved in testing any proposed solution to ensure that it really does solve the problems.
The more people are involved, the more comfortable they will be in using the end product. By engaging a few key people in the project at an early phase, you will substantially increase overall staff acceptance of the inevitable IT changes.
Finally, don't forget to write everything down! Unless the problems, issues and ideas are captured at this early stage, they will quickly get lost as the project progresses.
You can use a diary log for this and encourage the team to contribute.
Collect (and write down) your requirements
You may find that IT salespeople, or the consultants you can employ to help you purchase a new system, talk about functional requirements.What they mean by this is the list of things you need the new system to do. More than just "we need some software to better manage our payroll", the functional requirements spell out in detail every item of data that you want to be able to collect and report upon. That is, the requirements identify the features and functions that any IT solution must have in order for it to contribute to the more effective running of your organisation.
Because IT packages are created for different purposes, they all address different problems. For example, there are software solutions that are designed to automate payroll, keep track of duty rosters, and record resident details, just to name a few. Some of the more comprehensive software packages may address more than one of these areas.
Whether you are planning to implement a comprehensive aged care administration solution, or simply want an easier way to record resident details, it pays to spend some time thinking about the functions and features that are important to you.
Examples of Functional Requirements
A human resources system, for example, should probably include sections relating to:- role creation and classification;
- vacancy management;
- recruitment processes;
- appraisals and staff performance;
- management reporting;
- disciplinary processes; and
- industrial action.
For the first point above (role creation and classification processes) useful subheadings might include:
- the ability to create positions, attach corresponding classification, and amend as required; and
- ability to record and report on redeployments.
Ranking each requirement
It's useful to assign a ranking to each requirement. A common ranking scheme has three levels of importance:- must have – those items that are absolutely mandatory;
- important – those items that are highly desirable and where it would be detrimental if the solution didn't have them (but you could still live without them); and
- nice to have – those items which provide additional functionality and may make things a bit easier, but you can go without them if necessary.
By having a clear picture or understanding of the problems that you're hoping to address, you will be in a better position to evaluate the relative merits of any proffered solution.
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Talking to others
When you are gathering requirements, it really helps to talk to others who are in the same position, or have been there recently.Talk widely and often. Others in the industry are a great source of knowledge and ideas – they are also likely to raise points, ideas and potential problems that you may not think about.
Reviewing
Finally, once you have a clear idea of what problems you hope to solve and what you want to achieve, write it all down and let others review your work. Writing down your thoughts and ideas helps to crystallise them.Likewise, letting others review what you have done gives them a sense of involvement and ownership – it also helps to open up other possibilities and, importantly, helps to build consensus and commitment among those who may be affected by any change.
Purchasing a solution
Now that you know your goals and have a clear idea of what you want to achieve, it is time to start investigating potential solutions.Again, it is your peers in other aged care facilities that are a great source of information – having been down the road before, their experience can be invaluable.
When searching for potential solutions, keep in mind your goals and objectives. Look critically at any solution and ask yourself whether the solution will address your goals and requirements. In addition, look at what is required to install the solution – can you install it yourself or will you need to get in professional help?
The ICT Directory may also provide useful information about the software available.
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Dealing with vendors
When you contact software vendors, it is useful to send them the requirements that you compiled previously – this will provide vendors with useful information about the problems that you are trying to solve.In addition, it is worthwhile sending vendors details of your current IT environment. This allows vendors to get a good picture of your IT set-up and will equip them with the information that they need to provide you with complete information about the solution that they are proposing.
Ask vendors to detail how their proposed solution will meet your requirements. Don't be afraid to state your requirements clearly and explicitly.
Software vendors come and go with alarming regularity. Larger vendors purchase smaller ones to increase their market share. Choose a vendor that has a long track record and good reputation. By all means ask for recent references from other organisations that use their software and then be sure to follow them up.
Most vendors are very reputable and have an interest in your success (because this gives them a reference site that they can use for future sales). However, every aged care organisation is unique, and what works for one won't necessarily work for you. In addition, sales people may not be completely familiar with the intimate technical details of the solutions that they're selling.
It is therefore essential to get recent references and talk to people from other centres that are using the solution. Ask about their experiences – both during the implementation, as well as the ongoing day-to-day operation. In this way, you will get a realistic picture of the problems and difficulties that you're likely to encounter – as well as a realistic picture of the benefits
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ICT Directory
The ICT Directory is a web-based ICT Product and Service Directory which will assist aged care providers to make informed choices about IT products and tools, and provide advice upon purchasing and implementing IT systems for both administrative and clinical purposes.Useful tip #1 – get help if you need it
Let's face it – purchasing a software solution and integrating it into your organisation is complex. Defining business requirements, making a business case, navigating through the maze of solutions on offer that all promise benefits is a daunting, and time-intensive, and potentially very expensive, process. Unless you're comfortable with undertaking this task by yourself, the best thing that you can do is get some help.The best assistance can be provided by those who have been down the path before. Talk with those in the aged care sector who have implemented solutions before and have lived to tell the tale. They are a great source of knowledge and wisdom (and they have the benefit of hindsight).
If you don't know anyone in this situation, then get some professional help. There are lots of consultants out there who can work alongside you to assist in defining business processes, preparing your requirements and selecting a solution that is suitable for your organisation. While this can be a considerable up-front expense, the benefits that professional assistance can provide are very real in the medium to long term. If you're choosing a consultant, ensure they are independent and are not associated with any software or solution vendor – that way you will know that the advice you receive is truly independent.
ICT Directory may be able to assist you to locate a consultant.
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Useful tip #2 – don't buy on price alone
Unfortunately, there is not always a correlation between price and quality. Expensive software solutions may or may not have the features available in less expensive versions. Evaluate the software that falls within your budget on its merits –that is, how well it meets your business requirements. Look at how it stacks up against your requirements and what it will do for you and the long term.Useful tip #3 – try before you buy if possible
Because of the comparatively large set-up costs associated with software solutions, it may not always be possible to try out the software before committing yourself to purchase. However, vendors may be receptive to the possibility of letting you evaluate the software first before making a long-term commitment. Ask and see what is possible. Get the people who will use the sytem to test it out against the requirements that you compiled earlier (sometimes this is called user testing).Plan to undertake a pilot of the software – that is, install the software in a small centre or area first. In this way, you can evaluate the software solution to be sure that the expected benefits are achievable before you go to the trouble and expense of a full roll-out. Vendors may also be able to arrange a demonstration of the software that you can use. Quite often these demonstration versions do not let you use the full functions and features, but they can be useful to see first-hand how well the solution is likely to fit your requirements.
Be wary of slide show demonstrations that don't let you actually run the program. Don't let claims and fancy brochures sway you. Insist on working demos so you can evaluate the software. Remember always that software is a tool – make sure it will deliver improvements and make life easier and more productive. Don't buy unseen! Keep asking yourself "How will it help us meet our business goals?"
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Useful tip #4 – examine at least two solutions
Do not stop after seeing the first solution. There will always be at least two (probably more) solutions out there so give yourself some options. Compare each solution against your list of requirements and evaluate each for its merits against the list of requirements.Useful tip #5 – ask about levels of support
Many IT applications come with support included in the contract. This support usually refers to specialist technical personnel. Support is often provided:- when the application is installed; and/or
- on an ongoing basis, via a helpdesk service; and/or
- if something goes wrong; and/or
- when maintenance or upgrades are needed.
Ask yourself "How long can our organisation function without this key piece of hardware or software? What will be the impacts on our organisation?" The answer to these questions will determine whether you require support to be on call for 24 hours a day, or whether you can wait a while for a technical person to contact you. Think about whether your staff have the ability to resolve problems themselves. The price of your support will vary accordingly. As with most support and maintenance services, you get what you pay for – better support and faster response times cost more money.
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Useful tip #6 – read (and understand) the fine print
Purchasing a software solution almost certainly will require you to sign a contract. Look for catches like:- cost basis (software cost may be determined by a number of factors including: number of users, number of beds in the centre, the number of centres using the solution etc);
- maintenance fees and technical support charges;
- upgrade options;
- additional services costs; and/or
- networking charges.
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Useful questions
Useful questions to ask may include:- How easy is the system to actually use?
- Will it produce the reports you need? Can the data be exported into common products like Microsoft Word or Excel?
- What is required to set up and install the system? Does the solution require specific expertise to install or can you do it yourself?
- Will you need to upgrade your hardware as well? Will the solution work with our existing technology or will we have to purchase additional equipment?
- Down the track, can simple changes be made by your staff or do you need to bring in technical specialists (at considerable cost)?
- What data is needed to operate the solution? Then ask yourself "Do we collect this data currently?" If not, what will the implications be?
- How many users/computers can this solution be used with? Is there a limit to the number of client records we can enter? Can we use it for more than one facility?
- Is the solution supported locally? How long will we usually have to wait for technical support?
- Are there any recurrent costs such as ongoing licensing costs?
