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100% Digital Records: Just What the Doctor Ordered

Xerox healthcare industry solutions help connect all the moving pieces in a complex environment. From digitizing medical record-keeping processes to improve information access for payers and providers, its information management tools help customers realize efficiencies, personalize communications and interactions, and comply with regulations.

With five hospitals on four sites in London, Imperial College Healthcare NHS Trust is one of the largest NHS trusts in England. It has close to 12,000 staff and completes more than a million patient appointments every year. An end-to-end Xerox scanning service is helping Imperial College Healthcare NHS Trust to achieve its digital strategy as an NHS Global Digital Exemplar (GDE).

It may be a clich, but Xerox really is a partner rather than a provider. They own our objectives as theirs, and we couldnt achieve our digital strategy nearly as smoothly without them. Together were delivering better care in five of Londons hospitals, commented by Linda Watts, GDE Programme Manager and Head of Health Records, Imperial NHS Trust.

Kevin Jarrold, Chief Information Officer, believed it is a long-term journey to get the patient record into digital format. Weve got over 4 million patient records on multiple sites. Paper does not leave on its own. The key bit here is how do we get rid of that paper actively. An issued was raised by Dr. Sanjay Gautama, Chief Clinical Information Officer in an interview.

He continually said, we currently have 26,000 patients on the patient portal, and its growing at about of 500 patients a week. A big benefit is being able to free up space and make that more available for better use. We can now reutilize that space for patient wards, for other services that can improve our patient delivery of care. From a clinical point of view, the greatest benefits are having the right information, in the right place at the right time.

When we started out with Imperial, we looked on how we could help them on this journey of digitalization. The records are packed up at the hospital site here in London, theyre transported to Mitchel Dean in Gloucestershire, Jonathan Elliot said, Director & General Manager, Public Sector at Xerox. Its a huge centre thats really focused on providing scanning services to many of our public sector clients. Well be scanning thousands of records each week and over the course of the project thats going to run for 5 years, it will be hundreds of thousands.

The work that Xerox is doing in partnership with Imperial is enabling them to be successful, enabling them to be streamlined and efficient and put the patient at the heart of the journey, When all these things work together, the result is improved patient care and that is what the NHS is all about.

The Challenge

Free up valuable hospital space and improve information access by digitizing

- Four on-site patient record libraries (~700,000-1,000,000 sets of record)

- An off-site archive (~18 million records or ~2.8 billion pages)

Simultaneously reduce the health records budget year on year

The Solution

Ability to leverage the trusts digital at point of care strategy

Partnership with Xerox to:

- Implement an end-to-end record scanning service

- Deliver a secure cloud-based document management system, completely integrated with the trusts electronic health record (EHR) system

The Results

Successful pilot ~30,000 record scanned in six months at Western Eye Hospital'

547m2 of floor space claimed back for clinical use so far

>30% of reduction in health records budget in 2 years

50% reduction in records staff (from 113 to 56) while avoiding redundancy costs

On track to reduce budget to 0.5m through 5-year strategy

Question

2. Evaluate customer experience in the journey of digitalization. Analyze customer value in the eyes of Imperial College Healthcare NHS Trust. (1500 words)