The Need: In October of 2010, Cisco Systems and the Jordanian
Government formally announced the Jordan Healthcare Initiative; a partnership
to improve the country’s healthcare system through the implementation of
information and communications technology (ICT). Cisco’s HealthPresence solution, donated by
Cisco, was installed to provide care at a distance for patients at Al-Mafraq Governmental
Hospital from specialized physicians at Prince Hamzah Hospital in Amman.
SecondLook was engaged to help these two hospitals adapt their existing clinical and operational workflows to include telemedicine as a tool for diagnosing and treating patients.
The Process: Working on-site in Amman and Al-Mafraq over a brief, two-week period, SecondLook provided a guided and collaborative process for identifying and modifying critical clinical and administrative workflows. The process began with a Requirements Collection phase, carried out through one-on-one meetings with stakeholders across all participating organizations. Using carefully designed interview protocols, information about fixed organizational goals and constraints was collected and presented to ensure that ensuing clinical workflows were both realistic and viable. Then, SecondLook led collaborative Clinical Workflow Workshops, ensuring that processes for requesting, scheduling, and documenting telemedicine encounters were designed to fit with existing workflows, use existing staff, and meet technical and medico-legal requirements. At the end of this phase, all data gathered from Requirements Collection and Clinical Workflow Workshops was assembled into a complete set of clinical flowcharts, which were tested during mock telemedicine clinics. Clinics with real patients began immediately.
Using this proven process, SecondLook was able to ensure that physicians and other staff were able to not only adopt but embrace telemedicine as a powerful and effective tool.
The Outcome: Cisco’s generous technology gift has been helping Jordanian doctors serve patients steadily since the week it was installed. Dozens of patients per month continue to be provided with access to specialty care, without having to undertake an arduous journey to Amman. Performance measures regarding patient satisfaction, provider satisfaction and medical outcomes continue to be collected and reported, and have been overwhelmingly positive. The Onboarding and Expansion Plan delivered by SecondLook has allowed routine staffing changes to occur with no interruption in service. Local physicians and other clinical staff continue to build their professional skills due to frequent consultation with specialists. Expansion to other remote hospitals is underway.
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