On June 5, Workspace 365 organised a webinar about improving the digital workspace for healthcare. Our five speakers have one mission. Together with you, they want to simplify work for care workers. During the webinar, five topics were discussed, specially selected for IT, Communication and Innovation Managers at healthcare institutions. In this blog, you can find the highlights of this session. After reading this, you will have enough tips and tools to improve your digital workspace. Shape the future of your digital workspace for care, simplify the work for healthcare workers.
Future of the workspace for healthcare – Workspace 365
Mark Grasmayer works as Product Evangelist at Workspace 365 and is currently researching the needs of healthcare organisations for their adaptive workspace. During the webinar, Mark has shared the results of the research on the future of the digital workspace for healthcare.
The research shows that there are three important aspects of the vision of healthcare on the digital workspace. The first one is that the digital workspace should automatically be personalised. The second aspect is that all information and applications should be accessible from one central point and accessible via Single Sign-On. The last important aspect is that it must be a safe workspace in the cloud, without compromising on the user experience.
The research also shows that healthcare organisations are most proud of innovation projects. The results show that organisations are proud of the switch to tablets or smartphones, implementing digital consults and the integration of intelligent forms.
According to our research, there are processes that disrupt innovation at healthcare institutions. Examples are vendor lock-in and closed systems, the lack of intelligence in reporting and the speed of communication with third parties. Research from Ictivity, Managed Service Provider, also shows the biggest frustrations of healthcare workers. Which are having to log in often, scattered information and information that is not accessible from smartphones.
Maturity model for service excellence – TOPdesk
Anne van Beusekom has guided dozens of healthcare organisations to better service from within TOPdesk. Many people know TOPdesk as a service management solution that is used by IT departments to track the status of support tickets. However, TOPdesk can be used by all the departments in an organisation. As it is possible to integrate TOPdesk within Workspace 365, we asked Anne to share how organisations can improve their service.
In the webinar, Anne shared examples of the maturity model for service excellence. The TOPdesk Maturity Model is a tool that your organisation can use to measure the current level of the service departments and to guide improvement. After discovering the current level, it allows you to create a plan to move up a level.
The model should be applied to five dimensions, which determine the overall rating of the organisation: customer, people & culture, integration & automation, supplier and process. Although the tool provides an overall rating, the rating for a specific dimension can differ. This gives a clear indication of the required improvements.
As soon as the rating is determined, an improvement plan can be created. Additionally, you can request a ‘health check’. With the health check, an expert from TOPdesk will explore the information of the organisation, the current use of TOPdesk and they will speak to key figures to find points of improvement on your service level. They will use the findings of this research to give advice and create a roadmap. You can use the model below to discover the service level of your organisation.
Improve the Digital Employee Experience – Brayton House
As our research showed that many healthcare organisations face staffing shortage, it is one of the primary goals of organisations to improve their employee onboarding and retention strategies. That is why we invited one of the founders of a consultancy firm for intranet and digital workplace initiatives, Brayton House. Christiaan Lustig advises lots of companies about Digital Employee Experience, digital workspaces and intranet. During the webinar, Christiaan shared his knowledge on the Digital Employee Experience (#DEX).
According to DEX specialist James Robertson from StepTwo, DEX is the total of digital interactions within the work environment. But it is also a framework for digital work, collaboration and culture. The DEX is determined by four perspectives.
The first perspective is the perspective of the employee. It is important to understand the needs and expectations of the employees. You also need evidence of how they use systems by observing them. By combining both the needs and their behaviour you can improve their experience.
The second perspective of DEX is from the organisation. It is important to understand the vision, the mission, the purpose and the strategic themes of the organisation. Additionaly, it is important to understand the structure, culture and leadership style within the organisation and how these can hinder improvement of the digital employee experience.
The third perspective is technology. Although technology generates the most questions, it is important to know that it always comes after the first two perspectives. Technology is the easiest one to adapt, as it’s just a set of tools that form the digital workspace.
The physical workplace
The fourth and last perspective is the physical workplace. How does the workplace influence peoples work? Do people work remotely at clients’ homes, are they in front of a classroom or are they within offices? The workplace influences how people work and should be considered while designing the Digital Employee Experience.
Is IT or Communication responsible for the Digital Employee Experience? No.
The responsible stakeholders for DEX are Communication, HRM, ICT & Facility. Every stakeholder is responsible for one of the perspectives. However, seeing as these stakeholders are supportive functions, they should involve the people who are responsible for the primary processes of your organisation, e.g. the healthcare workers or doctors. In addition to these four departments, it is important to include management to create a clear strategy. While many organisations are aware that there should be multiple stakeholders, currently most projects are started from either Communications or ICT.
To conclude, DEX is a holistic and strategic way of thinking about and looking at digital working/collaboration. It provides a framework for the development of the digital workspace and to check and improve digital skills of employees. By optimising DEX, tools and skills are better aligned with organisational goals and the needs and expectations of employees.
‘’29% of the data breaches in 2019 occurred in the healthcare segment with the most common reason for those breaches being human errors.”
Don van Eeden, SmartLockr
Secure emailing in healthcare – SmartLockr
Security is one of the most important factors for organisations who develop their digital workspace. Therefore, we invited Don van Eeden from SmartLockr, who helps healthcare organisations to secure communication and to meet security standards. A lot of private data is exchanged in healthcare, therefore, data breaches occur often. 29% of the data breaches in 2019 occurred in the healthcare segment, with the most common reason for those breaches being human error. A data breach can cause a bad organisational brand image, high fines for the organisation or even have a personal impact on those affected in the data breach.
To prevent data breaches, it is important that your organisation complies with regulations and that general forms of data security, such as GDPR and local security and privacy laws such as NTA 7516, are established. Many data breaches can also be prevented by raising employee awareness. For instance by organising a training session and sharing examples of data breaches at other organisations. An example of this is a Dutch medical centre that accidentally leaked the data of 50 young HIV patients via their newsletter, by putting the recipients in the CC instead of the BCC. It is important to keep in mind that solutions should always have a good balance between security and user covenience. Healthcare oganisations should have a safe digital workspace with a safe communication process. Before, during and after sending the communication about private data.
SmartLockr prevents data breaches by offering secure emailing and file sharing. They offer a plugin for Outlook and the Outlook Web App (OWA). You can integrate this within Workspace 365. They are also developing an SMTP Relay Service, which makes their solutions programable via the back-end to prevent interruption of primary processes. They also offer safe upload portals. All of SmartLockr’s solutions are easy to integrate with the different APIs and meet the GDPR and NTA 7516.
Digital Channel Strategy – Evolve
Maria Franken-Farag works at Evolve and helps organisations with the implementation and the use of social intranet and digital workspaces. During the webinar, Maria gave tips and tricks for creating a digital channel strategy. This is especially important because organisations have quickly adapted new technologies like Microsoft Teams during the COVID-19 pandemic. Now it is time for organisations to review their choices and create a solid strategy.
Before creating a digital channel strategy, it is important to know what your colleagues need in a digital workspace or social intranet to do their job. You can learn this by asking and observing them, as also described by Christiaan Lustig. After observing their needs, it is important to set rules on what channels your organisation will use. To gather news about the organisation, a social intranet or Yammer feed might be perfect, but for sharing documents it is important to set rules on where to save the data. Do you store documents in Teams? Or do you save the documents in a SharePoint folder? Will you share organisational news in Yammer or do you send an announcement from e.g. your Workspace 365 Announcement Centre?
Not every employee or community might need the same tools. As soon as the needs of the employees are clear, an organisation can start deciding which tools should be used by who and for what purpose. For interaction, your employees might need a different tool than for sharing files. The most important thing to remember is to think and discuss your digital channel strategy with all the stakeholders in order to prevent communication/storage chaos.
Want to learn more about Workspace 365?
Do you want more tips about improving your digital workspace for healthcare? Watch the full webinar in Dutch on YouTube, try our free demo or read the whitepaper for Care & ICT, which includes our research findings.