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Children’s University Hospital Temple Street Case Study
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Quality Assurance
Services
- System Integration
The Challenge
Children’s University Hospital Temple Street, an acute Paediatric Hospital, was facing challenges with promoting quality and managing risk. The hospital aimed to empower all staff to assume responsibility for effective risk management by reporting adverse incidents and complaints to improve the quality of patient care. However, the significant challenges associated with effectively managing risk and promoting quality and safety within a hospital environment prompted Temple Street to extend its Aptean Respond system, making it accessible at ward and departmental level by rolling it out across the hospital.
About The Customer
Founded in 1872, the Children’s University Hospital Temple Street, is an acute Paediatric Hospital with a long tradition of serving Dublin North City and County. It also provides a secondary and tertiary referral and care service both regionally and nationally. The Emergency department, with 50,000 attendances per annum, is one of the largest in the country and is the biggest paediatric Accident and Emergency Department nationally. The Hospital is the National Centre for Inherited Metabolic Disorders and operates the National Screening Laboratory, which screens all newborn children for a range of inherited conditions. The major specialties include Neonatal and Paediatric Surgery, Nephrology including Renal Transplantation, Neurology, Developmental Paediatrics and Plastic Surgery. The Hospital has the full range of clinical and paramedical services to support an acute paediatric Hospital. A staff of almost 1,100 strives to provide a quality service in caring for sick children and their families.
The Solution
Temple Street started using Aptean Respond software eight years ago to manage complaints and requests under the FOI act of Ireland. It then began to experience challenges with promoting quality and managing risk. The decision was made to upgrade and extend the Respond CenterPoint system, rolling it out across the whole organisation. Temple Street then added Respond TouchPoint and Respond Intelligence to meet the needs of the individual departments within the hospital. The first exercise was to take the template for the complaints and FOI databases and develop the routine access database, the incident reporting database and the claims database. They then amalgamated the five databases into one, upgraded the Respond CenterPoint system, added Respond TouchPoint and Respond Intelligence. The second part of the project, and part of Temple Street’s waste management and quality initiatives, was to remove manual processes associated with incident reporting and logging complaints or requests for information by rolling out an online reporting system hospital-wide over the organisation’s intranet.
Operational Impact
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