What is OPOR?

Clinical standards are benchmarks, measures or quality statements. They are created based on evidence-informed best practice guidelines to provide safe, high quality care.

Clinical standardization is the process through which standards and protocols for health care practitioners and learners are identified, adopted and put into practice.

Clinical standardization:

• Supports patient safety and provides consistency in care
• Delivers patient and family-centered care
• Increases efficiency and optimizes health care resources
• Improves health outcomes, as well as practitioner and learner accountability

The One Person One Record program, through the development of Clinical Standards, envisions a healthcare system where patients and providers have equal access to quality no matter where care is given or received. 

Some updated physical computing devices will be required by clinical providers in Nova Scotia and IWK Health facilities for delivery and use of the new Clinical Information System (CIS) software. These non-clinical devices will be used to process patient health information. Teams will also address the required accessories for the devices, such as mounting points, mobile carts, input devices like barcode scanners, and any output devices which includes things like printers.

The IT Device Team is addressing the required accessories for any new or upgraded devices, such as mounting points, mobile carts, input devices like barcode scanners, and any printers or other output devices.

Site Assessment

Every space in every hospital facility will potentially need to accommodate new hardware and it will be critical to ensure we’re only dealing with what needs to be there.  An important first step will be to implement a site assessment strategy. This will start well in advance of any implementation and will be led by a Project Manager who will meet with department leaders to review the strategy.  All available space and storage will be reviewed, and anything deemed surplus needs to be discarded.

Clinical engagement aims to bridge the gap between the management and delivery of healthcare by fostering effective communication and partnership between clinicians, administrators, and all of our partners. It recognizes the valuable insights and expertise that clinicians possess, incorporating their perspectives into the strategic planning, execution and delivery of change management supports, education and learning, and effective closed loop communication.

In summary, clinical engagement is a collaborative approach that involves clinicians in healthcare decision-making, ultimately leading to better patient care, improved organizational performance, and the development of a more patient-centered healthcare system.

•One Person One Record will require a Clinical Support Model (CSM) that is rooted in user experience. Processes will be well-defined, documented, and accessible to clinical support staff and clinicians/users.

•The OPOR Clinical Support Model will be developed through a partnership between NSH, IWK, and CSDS and will incorporate clinical and technical knowledge through onsite and remote support. Guiding principles are as follows:

Developed by Clinicians

• The OPOR CSM aims for first call resolution in 90% of cases.
• Clinical Support will be a 24/7-365 service
• Access to clinical support will be intuitive and patient/clinician-centered
• CSM will employ a triage system that helps diagnose and assign issues to the right person for the quickest solution
• The CSM will track how long on average it takes to start working on the request and how long it takes to resolve
• The CSM will ensure effective and proactive communication with end users
• The CSM will be well understood by support staff and clinicians with transparent processes and clear escalation guidelines
• Administrative burden and troubleshooting will not be the responsibility of the end user- the CSM will ensure that clinicians are focused on the patient in front of them
• Clinical users will connect with a clinical informaticist as the first point of contact unless the issue is clearly technical
• On site informatics support will be a priority – embedded in informaticians as well as peer-mentors
• Users will have the opportunity to quickly identify the system issue – clinical, solution, or technical
• Peer mentors will support the CSM and will be identifiable within the department
• Clinicians will have multiple means of connecting with support via in-person interaction, phone, Teams channel, or ticket depending on the most appropriate pathway
• Clinical Support Model will allow for differentiation between education, break fix, and design issue and will triage accordingly
• Clinical Support will provide clear timelines for resolution and provide status updates as progress is made
• CSM will prioritize customer satisfaction
• CSM will support independent problem solving where appropriate
• Questions and concerns will be available via Teams Channel or other communication tool for quick reference
• CSM will encourage feedback from users on service levels
• Role clarity and scope of support staff will be defined