Countrywide implementation of Patient Appointment Reservation System in Lithuania
Romualdas Jonas KizlaitisInformatics and Development Centre
Vilnius University Hospital Santariskiu Klinikos
6th Virtual Seminar, Vilnius, 2011-11-23
Lithuania:
Area: 62,500 square kmPopulation: 3.5 MillionCapital: VilniusLanguage: Lithuanian
www.santa.lt
Some facts about Lithuanian Health Care:Information provided by Lithuanian Health Information Centre
~160 Hospitals (~100 legal institutions)>400 Outpatient Clinics (~190 legal entities)~1500 Private Health Care Institutions
(~900 odontologists)
PATIENT APPOINTMENT RESERVATION SYSTEM
EU supported project 2005 – 2008
The Main Purpose of the Project: To design and implement Electronic Patient
Appointment Booking System in the largest health care institutions of Lithuania.
After successful implementation expand System to the rest of the country and make it National Patient Appointment Reservation Service.
PATIENT APPOINTMENT RESERVATION SYSTEM
7,4 Million Lt – about 2,1 MEUR (¾ EU support) 3 years, starting from 1st of September, 2005 20 Partners – largest health care institutions:
covering 8 of 10 regions, 51 municipalities ~740 000 primary care patients (about ¼ of all population) Handling over 6 000 000 appointments per year
20 Project partners:
VU ligoninės Santariškių klinikosKMU KlinikosŠiaulių ligoninė Alytaus apskrities ligoninėTelšių apskrities ligoninėUtenos apskrities ligoninė Kauno apskrities ligoninė Panevėžio ligoninė Klaipėdos Jūrininkų ligoninėM.Marcinkevičiaus ligoninė Kauno Raudonojo kryžiaus ligoninėAlytaus poliklinika Šeškinės poliklinikaVilniaus raj. centrinė poliklinikaVilniaus miesto Centro poliklinikaKauno Centro poliklinika Kauno Šilainių poliklinikaKauno Kalniečių poliklinikaPanevėžio miesto poliklinikaKlaipėdos miesto PSPC
2 University Hospitals6 Regional Hospitals3 City Hospitals9 Largest Policlinics and Primary Care Centres
PATIENT APPOINTMENT RESERVATION SYSTEM
Paper based (obsolete) reservation system – operator simultaneously works with several registration journals
PATIENT APPOINTMENT RESERVATION SYSTEM
Paper based (obsolete) reservation system – operator must handle telephone calls and direct appeals simultaneously as journals can not be multiplied
University Hospital
GPPrimary level
SpecialistSecondary level
SpecialistSecondary level
Specialist
Specialist
Specialist
SpecialistSecondary level
University Hospital
Specialist
Specialist
Specialist
Reservations among specialists inside institution, including instrumental investigation
Patient appointment reservations, assisted by secondary level specialist
Reservations among specialists from different health care institutions
Primary Care Physician assisted Patient appointment reservation to various specialists
PATIENT
Patient is able electronically book appointment to his GP or any health care specialist
Information about all reserved visits
SMS reminders
SMS confirmations
PATIENT APPOINTMENT RESERVATION SYSTEM
PATIENT APPOINTMENT RESERVATION SYSTEM
Investment into the Hardware (>50% of the budget): 580 patient registration and outpatient offices were equipped with
modern computers; Central and Satellite Data centres were equipped with new servers; necessary computer network equipment (routers, switches, ups and
cabling) was installed in all partner institutions; central call centre was equipped with conversation recording
hardware and software; IP-based telephone servers with conversation recording features
where installed in partner institutions. Call operators were equipped with SIP based phone hardware (150 workplaces);
Virtual Private Network (VPN) connection was established between 20 health care institutions – project partners;
PATIENT APPOINTMENT RESERVATION SYSTEM
PATIENT APPOINTMENT RESERVATION SYSTEM
Possibility to control status of booked appointments
Search reservation by speciality
Search reservation by physician name
PATIENT APPOINTMENT RESERVATION SYSTEM
Available visits
Date and time
PATIENT APPOINTMENT RESERVATION SYSTEM
Overview of special features:
Specialist search in all health care institutions simultaneously (centralized Internet portal)
Web-services for integration with local systems SMS acknowledgment and visit reminder SMS feedback, appointment cancellation Referral letter attachment to the appointment Telephone conversation record attachment to the
appointment Secure networks
PATIENT APPOINTMENT RESERVATION SYSTEM
Other reservation methods
Internet reservation
APPOITMENT RESERVATIONS EXTENDS TO NON-BUSINESS HOURS
PATIENT APPOINTMENT RESERVATION SYSTEM
TODAY:
40 health care institutions connected 2011 Jan-Aug 2’129’030 pacients registered,
278’680 – using internet ~35k pacients use internet for booking every month 1815 phone service is used ~2000 times per month ~70k of SMS sent every month
PATIENT APPOINTMENT RESERVATION SYSTEM
NEW PROJECT: PARS-2
870k EUR 25 additional health care institutions 3 years, starting February 2012
PATIENT APPOINTMENT RESERVATION SYSTEM
NEW PROJECT: PARS-2
Additional functions for booking: Inpatient clinic; rehabilitation centre; small private institution.
Automated tools for booking with electronic referral. Tools for appointment queuing, when no times available. New technologies: vCalendar, vCard, iPhone and Android apps Intellectual electronic wizard, helping patients to refer for appropriate
specialist, collecting actual health information and anamnesis Tools for more simple family members assistance Electronic self-service tools for easier contracting and setup of the
new health care provider Integration with external national information systems.
