Posted by Brian Kimmett, VP Healthcare, Sodexo Canada
The future of non-clinical hospital support services will largely be defined by technological solutions. Mackenzie Innovation Institute (Mi2), and Sodexo Canada are now partnering in an exciting new technology-development project at Mackenzie Health that promises to help shape what that future will look like.
Sodexo has been Mackenzie Health’s provider for comprehensive support service since 2008. Today, we provide a full array of services, including: call centre services, patient and retail food, environmental services, patient transport, bio med and physical plant maintenance, central equipment distribution, security and ground keeping.
From our perspective as a service provider to healthcare facilities across North America and beyond, what sets Mackenzie Health apart is its determination to use the power of “disruptive” technologies to take patient care to new levels of excellence.
The hospital’s recently established Mackenzie Innovation Institute (Mi2) dedicates significant resources to achieving its vision of going beyond digital to becoming a truly “smart” hospital. Among these is the hospital’s world-class, first-in-Canada Innovation Unit designed to be an incubator of new ideas and approaches. This 34-bed acute care medical unit is a living laboratory at the point of care with a mandate to solve everyday challenges facing healthcare providers and patients.
Our new partnership is aimed at radically advancing how the IT systems that manage delivery of non-clinical support services at Mackenzie Health interface with each other.
Sodexo is working closely with the hospital to develop and evaluate IT system innovations that will further automate and streamline how service directives are issued to our support staff. The result will be services that are more efficiently delivered and highly personalized to the needs of patients.
The first phase will involve improving how our existing service IT systems communicate with each other and interface with the hospital’s electronic medical record to enable “smart” patient scheduling. The goal is to get as close as possible to “one-touch point” service fulfillment for clinicians. Achieving this interconnectivity is no small feat when you consider that, at Mackenzie Health, we use 28 different technologies to deliver 26 individual support services.
The system flexibility and responsiveness we are striving for will free physicians and nurses to spend significantly more time caring for their patients and less time dealing with service requests.
Under the envisioned “smart” system, a single directive entered into the hospital’s electronic medical record by a physician or nurse will automatically trigger all of the support services needed. Each automated service request will be time stamped, scheduled and immediately directed to the appropriate support staff via mobile devices.
In the future, service chain reactions emanating from a single clinician “touch point” will occur hundreds or even thousands of times a day, creating new possibilities for a truly exceptional patient care experience.
This exciting initiative will establish new healthcare industry standards that can be shared with other hospitals by Mackenzie Health to further contribute to healthier communities.
Sodexo is extremely proud to be part of this ground breaking project to push back the boundaries of what is possible. The lessons we learn hold the promise of benefiting healthcare facilities across North America and around the world.