IT for Aged Care Providers: A Step by Step Guide
Getting up and running
Unfortunately, there is more to installing a successful software solution than just putting a CD into your computer and following the prompts. A successful business solution requires planning and patience.
Unlike much of the software that you find on a typical PC, business software solutions are often a blend of hardware, software and, importantly, business processes. This final point is an important one: successful business solutions are integrated into people’s work day in a fundamental way and this involves planning, preparation and training.
People, by their very nature, don’t always adapt well to change. Installing a business software solution will almost always impact on how people go about their jobs and will therefore involve some element of change. They may need to learn how to use new technology or they may have to collect and record some extra information.
During the implementation period, they will need to undertake this learning while they continue with their normal duties. It can be a stressful time as staff try to cope with learning a new system as well as continuing with their daily activities.
The other major consideration is the information that is processed by your new system. Business software runs on information – this means that it must have information (or data) available to work successfully – right from the start. This may mean that you need to undertake some form of data entry. Resident details, medical histories, and progress notes are just some examples of information that may be required. All this may need to be entered into the new system before it is used.
And of course, everything needs to be tested – tested to ensure that the software works as expected – and tested to confirm that data is available and that any new business processes work effectively.
Testing is very important – there is nothing more frustrating than a software solution that either doesn’t work correctly or isn’t correctly set up for the centre’s operation. If your software isn’t set up and working correctly, then the staff will be reluctant to use the new software – or will look for ways to avoid using it. If this happens, then the whole solution isn’t working effectively and you are likely not getting the full benefit.
Testing is also the crucial way of ensuring that your original business goals will be met. Find out early on (by testing) what the likely issues will be and make sure your supplier can resolve them.
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Getting ready
Regardless of the type of solution you may be thinking of installing, there are some common steps that are necessary if the implementation is to be a success:- You have a written plan. A written plan will help you through the process and reduce the chances of missing vital steps.
- You have allocated responsibility. Be very clear about who is doing what. Written agreements are best. Know exactly what the vendor will be doing and what you must do internally. Ensure that one person has final responsibility for ensuring everything is undertaken properly. This person can be one of your organisation’s employees, or may be a specialist Project Manager engaged on a short term basis.
- You have the software – all of it. Make sure that you know what software is required – including your operating system disks in case you need them.
- You have the correct hardware installed. It can be frustrating if you purchase business software and it requires a more powerful computer than you have available – make sure your hardware is up to the job.
- You know how your business practices will change – and that staff are prepared. If you’re installing a new system to record client details electronically, make sure your staff know what to do and how to use the system correctly.
- You are prepared for testing. Before you start using your new system in earnest, it’s important to make sure that it is installed and configured correctly – this involves some form of testing. It’s much easier to make any necessary changes to the system before your staff start recording information in duplication.
- You know what information is needed. Make sure you know what data is required by the new system, and that you have this information available and at hand.
- Your staff are ready. Informing, or better still involving, your staff in the change will help them prepare for the day that they are required to start using the new system.
- You know where to go for help. Nobody is infallible. Make sure that you have access to appropriate expertise if it’s needed – often, experts will be able to anticipate, and prevent, errors. They will also know what to do if things go wrong. Make sure you know where to go to get help. Consider having a roaming expert available when the system is introduced to help users overcome any difficulties associated with the new system.
An IT Implementation Plan
Some of the essential elements of any IT implementation plan include:- an outline of activities, tasks, dependencies and timeframes;
- a summary of labour, equipment and materials required;
- a summary of costs;
- an outline of quality assurance and control measures;
- an outline of potential risks and actions needed to mitigate them;
- a summary of products and/or services to be sourced from external suppliers;
- timelines for installation and setting up the solution;
- an outline of the data entry and cleansing process;
- testing the set up;
- establishing new operational procedures;
- training staff in the use and operation of the system; and
- implementation.
Implementation
Installing hardware
Needless to say, the topic of installing and setting up computer hardware is a large one and is beyond the scope of this guide. However, there are some practical things to consider when you are installing and setting up your new system.Where you set up computers is important. Computing equipment is electronic equipment and is therefore sensitive to vibrations, heat, moisture and dust. Avoid installing equipment in foot traffic areas where it is easily bumped. Similarly, avoid places that are in direct sunlight, nearby water sources (such as sinks or taps) or in dusty places (near doorways or in front of heating or air-conditioning ducts).
Computer servers (larger computers that store the information) should also be kept in a physically secure location such as a locked or secure room to prevent unauthorised access. Being electrical devices, computer systems need ready access to a good electrical supply. Locate your computing equipment in a location with plenty of power points – you will be surprised how many power points are used! It is a hazard to have extension cables trailing across the floor – if necessary, obtain the services of a reputable, licensed electrician to install new power points for you. They may also be able to prepare network cables if required.
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Wireless technologies
Imagine being able to update a resident’s care record from his or her bedside. Imagine being able to check what medicines a resident is due to receive while doing the rounds – and knowing that their script is bang up to date! Imagine being able to put computers into a room and connect them to your network – without having to get an electrician to install any cables! When you set up a wireless network, it's all possible – and it's a lot easier than you might think.What is a wireless network? A wireless network is simply two or more computers in your centre that are connected to each other and can share files, printers, and your Internet connection – all without using wires to connect these computers. In a wireless network, the computers are connected by radio signals instead of wires or cables, which is perfect for many applications, including mobile PCs and notebook computers.
Before you can set up your wireless network, you need the following:
- a broadband connection and a modem; and
- a wireless network adapter(s) and a wireless router(s).
You can get a broadband connection by contacting an Internet service provider (ISP) that offers broadband services. There are many ISPs available throughout Australia – they often provide the broadband modem as well, and may even install it for you.
A network adapter is a hardware device that connects your computer to a network. Most mobile PCs—and many desktop computers—come with a wireless network adapter already installed. You can check each of your computers yourself to see whether they have wireless network adapters.
A wireless router is a small device that is used to connect the computers to each other. Often, the wireless router is connected to the broadband router to connect the network to the internet.
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Where to put Your Wireless Router.
In order to get the most from your wireless network, it’s important that the wireless router be located where it will provide the best signal strength and best connection.- Position your wireless router in a central location. Avoid placing your router next to an outside wall. Usually the wireless signal radiates from the antenna in all directions equally.
- Move the wireless router off the floor and away from walls and metal objects, such as metal file cabinets. Putting your router on the floor, or next to walls or metal objects, can diminish the signal strength, because the router's signal is broadcast in the shape of a sphere.
- Reduce wireless interference. There may be other wireless technologies in use at your centre (e.g. cordless phones) which are sending signals, too. If the two devices are close together, they may interfere with each other.
Wireless Security
The main trouble with wireless networks is that they do need to have their security measures set up – it’s absolutely compulsory.Wireless networks transmit a radio frequency that computers can detect, allowing them to connect to the network. The only problem is that, by default, any computer can connect to your network – even those computers that are nearby, but not part of your organisation (for example, an office in the next building).
To guard against this, the wireless router must be set up with a connection password:
- the wireless router then "asks" each computer for the password; and
- only those computers that have been similarly configured with the correct password can then establish a connection.
Network basics
If you have more than one computer which are not connected to each other (networked), then you will no doubt know what a hassle it is when someone wants to use the printer – or the internet. You're also probably tired of running around with information on a memory stick, transferring files from one computer to another. Networking – setting up computers to communicate with each other – solves many of these problems.Setting up a network is really a job for a professional – it is beyond the scope of this guide. However, the following sections cover the basics of networks and provide some information that will assist you in working with your network provider in setting up a small business network.
The two most common types of networks are peer-to-peer networks and client/server networks. Both types serve the same purpose − they allow users to share information and resources.
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Typical Networking Advantages
- Storing files on a server – rather than on individual computer hard drives—reduces the need for each employee to back up files on their computer.
- A server can be configured for centralised data storage, which makes it much easier for co-workers to access documents and work together.
- A server allows you to reduce the number of printers and fax machines you need to run your centre efficiently. The server can be configured to automatically direct print jobs to your central printer if desired.
- A single, shared Internet connection is much simpler, and server monitoring features allow you to track and control internal Internet use.
Client/Server Networks. A client/server network uses a single, specialised computer (the server) to centralise information and resources. All computers connected to the network access information and resources on the server. This is probably the most common type of business network in operation today. The server is designed to exclusively perform specific tasks such as file sharing, print processing, and Internet connectivity for each of the connected computers. Additionally, servers can provide other services such as e-mail. The computers connected to this network may be individual computers, printers, or other remote devices (such as mobile devices). Because information and resources are located in the one place (on the server) information can be more readily found and retrieved. Backups – where you create a copy of the information in case the original is lost or destroyed – are also simplified.
Whether you have a peer-to-peer network or a client/server network, the benefits of a network – even for a small centre – are great and the costs are relatively small.
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Data
Business systems often require you to keep information that you haven’t had to worry about previously or to update the information that you do have. Depending on the type of system that you are installing this could lead to problems.For example, supposing that you are installing a new resident management system to keep details of your residents, their medical histories and personal details. You start entering the information and the system requires you to enter details of the resident’s scripts, including the issuing doctor’s details. Do you have those details? Are they up-to-date? What if you are installing a system to automatically pay the doctor electronically for their services? Do you have their banking details?
Knowing what information you will be required to have on hand and ensuring that you have this information available and it’s as accurate as necessary will save hours of frustration later – and may help prevent data entry errors caused by you having to constantly stop and start the process. If there is an existing application in place, its data may need to be transferred across to a new application. In this case you should consider engaging a specialist to extract the data from the existing database and import it into the new application.
Testing
An important task within any ICT project is that of the end-to-end test of the system. The newly created system should be fully tested by one or more people who have not been involved with the implementation and are able to assess whether the system is representing the business process accurately.The testing task is typically the last opportunity to identify any issues that need fixing prior to going live with the system for all users. Consequently this step should be executed with some care and diligence.
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User testing
Simulations including work processes to help ensure unexpected workplace impacts are sorted out during user testing.Go-live
The go-live activities involve using the newly implemented system. Where that system is large or complex, it is common for those people charged with ongoing technical support responsibilities to be onsite for the first day(s) the system is in operation. This ensures timely responses to any issues that might occur and more importantly provides face-to-face support for the users, who are typically at their most vulnerable in terms of familiarity and knowledge of the system.Informal or Peer Training
Many people call upon their colleagues to answer questions and resolve minor IT problems. It is often a quick and inexpensive form of on-the-job training.However, you should be aware of the negatives associated with this peer-to-peer approach. These include:
- Missing the benefits of group training, where multiple questions are asked and resolved;
- Peer-to-peer training is often hasty, ad hoc and improvised and passes on bad habits as well as good ones;
- Time is lost (and frustration levels raised) when unskilled users attempt to resolve ICT issues that a moderately skilled user could easily have resolved; and
- By dealing with problems informally, your organisation does not acquire a record of the recurring IT issues that may need to be resolved. This means that managers do not have an accurate and complete view of ICT problems throughout the organisation.
Staff training
Staff training is required for most ICT project implementations. It is usually best to provide training close to the go-live date to ensure lessons learned are better retained.The new IT application might provide an ideal opportunity to examine your staff’s IT skills in general. The IT skill levels of staff in the aged care sector are, as a whole, quite low. Of course, there are individual exceptions to this assessment but, overall, the majority of staff members do not appear to be and do not portray themselves, or their colleagues, as adequately trained IT users.
Many aged care organisations currently provide formal professional development training to staff as part of their workplace agreements. In theory, such training could include IT development. However, within the program of management training and practitioner development that exists, most facilities give IT training a low priority.
Managers, practitioners and administrators therefore tend to miss the opportunity to gain skills that are increasingly becoming essential, and taken for granted, in the employment marketplace. Lack of training also produces an efficiency and productivity down side. Many staff members are unable to access the full functionality of the software tools they commonly use simply because they don’t know enough about what they can do.
If poor IT skills are an issue in your organisation you may need to develop, agree, articulate and implement a training strategy. Doing so should:
- increase productivity;
- add to professional development; and
- significantly reduce existing frustrations.
IT Training Strategy
In developing a training strategy, you may need to include:- how best to approach the cultural change required in order to prioritise IT training;
- an audit of existing skill levels (of clinical staff, administrators and managers);
- various targets for staff skill levels;
- incorporating key performance indicators (KPIs) related to IT skills into each manager’s performance agreement. The KPIs should measure the managers’ own skills as well as the skills of their team;
- a review of the existing induction process (does it, for example, include an introduction to the software that the new staff member will need to use); and
- an examination of potential training providers – which could include peers, administrators and external organisations.
Implementation review
A post-implementation review is a useful follow-up activity. This task is typically done after a period of some three months or at a time when you consider that the system has settled down and the majority of issues have been dealt with.This review will identify those aspects of the project that went well and those that could have been improved. As well, it is at this point that you can determine whether the system is achieving what was intended. Typically future plans for improvements or adjustments are made during such a review.
Once again, obtain staff input for the review – what is their experience of the new system? And once again, it is important to review in light of your original objectives.
Does the new system help you to achieve those goals you set out right at the beginning of the process? Is it improving your organisation’s ability to meet its business goals? If not, what needs to be changed? The review may provide an opportunity for delivering praise and thanks for a job well done, but you must not step back from clearly outlining any areas requiring further improvement.
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