Just a quick note to any of you attending the QLD e-Health Expo next Tuesday (31st May 2016). We will be exhibiting in Booth 37 and urge any of our clients attending to come find us to say hello. We will also have consultants at the barrister coffee stands we are sponsoring. Please drop by to talk to us regarding your solutions and services.

Hope to see some familiar faces.

Kind Regards,
Darryl Stuart
CEO

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• DATE CLAIMER – Cgov Annual Conference 2016
• NEW Customer Solutions in 2016
• New Workforce Management Apps for QLD
• Integration Opportunities
• AHPRA Medical Workforce Management
• Office Update

Cgov Annual Conference 2016: After the success of the Cgov National Conference last year, we are happy to confirm that this year’s Conference will be on 5th and 6th September in Melbourne. This will a chance for all users to gather and exchange information and ideas on Cgov Solutions. The conference will include briefings on new Solutions and also a demonstration of Cgov Version 7 being released later in the year.

New Customers in 2016: I am really happy to welcome new customers going live with Cgov Solutions this year. There are too many to list them all, but congratulations toRoyal Flying Doctor Service Queensland have deployed Risk Management and Credentialing. Healthscope have deployed into NSW and QLD as part of their national Credentialing rollout (50 Hospitals). Mercy Health have deployed Audits and Quality Improvement Solutions. Western Health VIC have deployed Credentialing for Nursing, Allied Health and Medical Specialties. WA Country Health (Bunbury) continue to deploy new Quality Improvement Audits.

New Workforce Management Apps for QLD Health: New Apps for clinical workforce management have been implemented for several Queensland HHS’s. These include Locum Appointment and Contract Management, Junior Dr appointments and rotations, and risk management of AHPRA registration and renewals.  Congratulations to the team in Mackay for initiating and then sharing their Cgov work in this area.

Integration Opportunities: Innovative suggestions from customers have led Cgov to develop new interfaces for our library of business process solutions. We have now developed web services to link live data for medical indemnity, XML transfers from payroll and HR systems, and provided a new document to data interface that can use existing data or documents to initiate new Cgov processes. Call us any time to discuss how we can use these new capabilities for your local needs.

AHPRA Medical Workforce Management: This new system for risk management of AHPRA registration data is now being implemented across Australia. Pilot sites are running in QLD, Victoria and WA and we believe that this solution offers a lower cost alternative to full Online Credentialing for a medical workforce. Please call our office on(07) 3211 4444 to register for a webinar to see this new capability.

Office Update: Another new consultant, Dan Barrett, starts work on 3 May, this completes our new team structure, to maintain and improve our customer service. This also ensures we have continuity of support knowledge and experience for every customer.

Cgov are releasing the AHPRA Risk Register for Qld Health sites starting 11 April.  To facilitate this release we will allow access to evaluate a Sample HHS Register for all Qld Health Services from Monday 18th April. We are also providing a series of free online demonstration and training webinars starting that same week.

The Cgov AHPRA Register provides a secure solution for:

• Scheduled data retrieval from the AHPRA Practitioner Information Exchange (PIE), providing management reports for all medical officers, nurses and allied health professionals within your Health Service. Cgov checks each file regularly for new data relating to cautions, conditions, reprimands or undertakings imposed by AHPRA. Alerts are automatically generated and key staff notified. Cgov also monitors and provides reports on the status of all AHPRA renewals and provides alerts for overdue renewals.
• Because the register always contains the most recent record of AHPRA data is can used to report AHPRA Registration for QH Credentialing requirements or for other 3rd parties who require guaranteed up to date data. It also links the latest AHPRA record to your local Cgov Credentialing Files for each health professional.

Of course the existing Cgov web service that downloads AHPRA records of evidence to credentialing files will continue to operate as the record of AHPRA data available at the time each credentialing decision is made. This AHPRA data, linked to records of training and other credentialing information provides the best possible record of evidence to explain and justify decisions that may need to be investigated many years after the fact.

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• AHPRA Alerts Register
• NEW Solutions Available in 2016
• QISIS Update for Qld Health
• New Cgov Update Schedule
• Office Update – New Staff
• Easter Holiday

AHPRA Alerts Register:  In response to recent recommendations arising from the Djerriwarrh Investigations in Victoria and requests from many customers, we have released a new App for managing AHPRA Alerts. This app is licensed free for all customers with the Credentialing and Workforce Management Solutions.

The App retrieves data from all registered clinicians (SMO, Nurses and AH) on a weekly or monthly cycle and raises an Alert Flag if any file is subject to Cautions, Undertakings, Reprimands or Conditions.

The App provides reports and dashboards for immediate notification of AHPRA Alerts and also for AHPRA Registration renewal statistics. Alerts can be reviewed and waived if they are not material and more serious issues can be marked for action which has to be followed up.

There are no additional AHPRA fees, and the new App runs using the existing AHPRA Deed of License used for the PIE Find Service.

Please call our office to enquire for a demonstration or to ask any questions.

New Solutions Planned in 2016: Its only February but already we have started development of several new Cgov Solutions. These are all available for FREE for Enterprise IPSN Customers.

Record of Medical Employment: A new HR App for whole of life clinical workforce management: from advertising and recruitment to on-boarding, through administrative management and separation records. Separate data is stored and tracked for every member of staff for area of need justification, residency, immunisations, Medicare details and many other HR processes.

Locum Management: Business processes are automated for the request, authorisation, appointment, on-boarding and separation of Locums. Linked to Credentialing this App allows Health Services to track multiple Locum Contracts within a single Credentialing period.

Clinical Placement Management Solution: This CPM Solution is being developed for managing medical training placements from the Health Service perspective. It handles placements from the Medical Services, Nursing and Midwifery and Allied Health. It creates a standardised and automated process for assigning and managing students from many different Educational Institutions.

Cgov Audit Scheduler and Quality Improvement Solution: This is a hybrid of the current Audit and QIRT Solutions. The scheduler provides a process control system to distribute all audits throughout the Health Service across all topics and all formats for data collection. The Scheduler lets you import audit data from external systems such as the ieMR as well using local audit forms in addition to Cgov Audit Apps. This is the first integrated auditing and quality improvement system that includes Executive Reports as well as live Dashboards of National Standards and other KPI.

Other new Applications include:

• Policy and Procedure Drafting App
• Met Calls
• Annual Workplace Health and Safety Audits including action plans
• Pharmacy Process Management Apps including IPA and Fridge Audits.

QISIS Update for Qld Health: You will aware that we were not successful in the QH Tender to replace PRIME.  However we will honour our commitments for all HHS with Cgov Licenses, to offer a 100% functionally compliant Solution for CI, CF, OH&S and a Risk Management Solution, this is free for existing Enterprise customers.  This will include the ability to update the QH Statewide Register for these events, when this Register is specified.

We can supply any one or all of these Solutions to those HHS with existing Licenses for Credentialing and Workforce Management, just call our Office to discuss any local requirements you have.  Specifically you might be interested to see our latest CF Solution deployed at Barwon Health in Vic where they replaced the Riskman system with Cgov.

New Schedule for Cgov Updates: The current Cgov release is Version 6-2016-02. New releases are now scheduled every 4 weeks, so 6-2016-03 will be released on the 15th March. We will issue Release Notes for all System Managers the week before the system is updated.

Office Update: As we continue to grow with more customers we are always careful to ensure we have sufficient experienced staff to support our existing customers. Since the start of the year we have recruited 3 new Consultants – Andrew Conaghan, Hannah Usher and Rowen Semple.

I am also pleased to introduce our new Office Manager Eliza Keeley. Please call Eliza with any questions or requests for support or information.

Easter Public Holiday: The Cgov office will close over the Easter holiday period from 25th to 28th March. Support emails and IDIS issues will continue to be monitored and responded to. Pri 1 or Critical Support Issues will still be monitored on a 24/7 basis.

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Cgov Annual User Conference

• Cgov Customer Portal
• Cgov Case Study of Best Practice
• New Apps available NOW
• News from the Office

Cgov Annual User Conference:  We held our first Annual User Conference in September this year. It was a great success and the opportunity for users to meet and exchange ideas and create networks was taken up from all around Australia.  Over two days we discussed new Cgov product innovations, got feedback on improvements and several customers were able to present their own experience with implementing Cgov.

This will now be an annual event with the next Conference in Brisbane in Sep 2016.  I look forward to welcoming all of you in 2016.

Cgov Customer Portal: The new Cgov website  www.cgov.com.au has been updated to include a secure customer portal.  You can see a new Login option on the top right of the homepage.  The portal has 3 areas for our Knowledge Base, Discussion Forum, and to Contact Us.  The Knowledge Base will be the location where all User Guides are stored for your access and where we maintain the latest information on the Business Processes support by each Solution.

The Cgov Forum is a platform for you to communicate directly with each other on any topic you want to raise.  The first topic we would like to get feedback on is the content you want to see us cover in our System manager Webinars for the remainder of this year.  Please visit the portal to offer your suggestions.

To access the Portal please email us and ask for a user name and password.  Please treat access to the Porta as Confidential Information as we will be providing information that is commercially sensitive.

Cgov Case Study of Best Practice: One of the recommendations from the Conference was to undertake a study of best practice for implementing new Cgov Solutions.  With the experience of over 80 projects in the last 3 years we have been able to look back and start a Case Study for Success using Cgov Solutions.  There are many lessons learned and the full study will take some time to complete for publication, but I can disclose the highlights so far.

A successful project is defined by the ability of an organisation to implement the system in a predictable timeframe and to achieve user acceptance from all the different stakeholders who participate in the business processes being automated.  The ROI for a successful project will be measured in productivity savings, risk mitigation, compliance, or reduced costs.

The common features for successful Cgov projects are:

• Executive leadership and engagement throughout the project
• Clear statements of the business process to be automated
• Early engagement with users who will be impacted
• Willingness to accept change as users submit ideas for process improvements.
• Use of Cgov consultants for configuration and training
• Using Train the Trainer for local staff to support users during change management

Customers using these principles have been able to successfully implement up to 8 new Solutions in a 12 month period.  We will have more to say about the Case Study in the future.   

New Apps: New Apps currently in development are:

WebPAS Interface Apps – Several new web service interfaces have been developed between Cgov and WebPAS systems.  These allow for bi-directional transfer of data to maintain doctors records for personal details, AHPRA Registration, Indemnity and Credentialing data.  Another App is being used to export data from WebPAS that can then be used to maintain Cgov records of admissions, bed days and revenue from each Dr linked to a relationship tracking file.

Document Drafting App.  We have recently developed a new App for the drafting business process for new Policies or Procedures.  This is an enhancement to the existing Policy and procedure Management Solution.  The new App integrates into the solution and completes the full set of business processes required for document management.

Reportable Events – Integrated Apps are now available for Incidents, Consumer Feedback and OH&S Management. Each App can be implemented in any Private Health Organisation, Queensland HHS or Victorian Health Region for a fixed project price of $16,000 including customisation, data migration, reporting and integration with other hospital or State wide reporting systems. Licencing costs depend on your current Cgov licence.

Please contact our office on 07 3211 4444 to confirm your individual circumstances.

News from the Office: We are happy to welcome Alex Brabyn into the team as a new Consultant.  Alex started work in Sep and has already become part of the team working on developing and implementing new Solutions.  A second new consultant will be joining us in November.  We also welcome Karem Jave as the new Office Manager.  Karem started work on 12 Oct so I am sure many of you have already spoken to her over the phone.
This month we also say farewell to Ethan Korolyov and Carol Seale.  Ethan is taking 12 months leave to travel in Europe and Carol has chosen to start a new career with NAB.  We wish them both well and look forward to staying in contact.

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• Cgov Brand Launch
• Cgov Solutions and Apps
• New Apps available NOW
• News from the Office

Cgov Brand Launch: The new Cgov brand and business name for PSC Australia will be launched on 1 September at our Annual Conference. You can see our new logo above, and after 1 September the new website will be live at www.cgov.com.au and all our Solutions will be included under the Cgov Licence. We will also migrate all our email addresses to new dstuart@cgov.com.au addresses. The old website and email accounts will be kept for 3-6 Months, and wil be forwarded.

Cgov Solutions and Apps: Over the last few months we have had a lot of enquiries regarding Cgov Solutions and Apps that customers did not know were already included in their licence, or were available as a simple upgrade. Please review our latest list ofCgov Solutions and Apps to familiarise yourself with these opportunities, and pass the list on internally to the Managers responsible for these areas.

Please call the office for further information on any new Apps you may need or if you have a requirement for us to develop a new business process Solution or App. There are no limits to the topics we are prepared to look at and to try and help.

New Apps: New Apps currently in development are:

SMO/VMO Relationship Management – to record the series of conversations, agreements and meetings between Senior Medical Officers and Heads of Department Hospital Administration. This includes records of interview, performance reviews, CME, mandatory training and career progression statistics for each SMO/VMO.

Claims Management – to record patient claims for compensation, tracking each claim through its administrative and legal processes and also reporting to the Executive of the potential liability attributed to past and current claims.

Reportable Events – Integrated Apps are now available for Incidents, Consumer Feedback and OH&S Management. Each App can be implemented in any Private Health Organisation, Queensland HHS or Victorian Health Region for a fixed project price of $16,000 including customisation, data migration, reporting and integration with other hospital or State wide reporting systems. Licencing costs depend on your current Cgov licence.

Please contact our office on 07 3211 4444 to confirm your individual circumstances.

News from the Office: Jobs for two new consultants are being advertised, to allow us to keep up with demand for new projects and to maintain the high standard of support we provide to all our customers. The new staff should be on deck by October and will undertake a 6 month internship working under supervision before we graduate them as our newest Cgov Consultants.

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• C.Gov Conference
• C.Gov Solutions and Apps
• Advanced Reports
• C.Gov Plan for Success Methodology
• News from the Office

C.Gov Conference: The C.Gov Annual Conference is our first Annual User Conference. It has now been confirmed for 31 August and 1 September in Brisbane. The conference will be hosted at the Jephson Conference Facility in Toowong. Conference workshop topics and guest speakers have now been confirmed and can be viewed under this link. You can register now on our online form.  Registrations close 31 July.

C.Gov Solutions and Apps: Over the last few months we have had a lot of enquiries regarding C.Gov Solutions and Apps that customers did not know were already included in their licence, or were available as a simple upgrade. Please review our latest list of C.Gov Solutions and Apps to familiarise yourself with all the opportunities, and pass the list on internally to the Managers responsible for these areas.

Please call the office for further information on any new Apps you may need or if you have a requirement for us to develop a new business process Solution or App. There are no limits to the topics we are prepared to look at and to try and help.

Advanced Reports: Advanced Reports is a C.Gov licence update that allows you to publish Executive Reports linking multiple graphs and tables from one or more Apps into a published document. They can be used to consolidate audit graphs and results into a single report; produce Executive Summaries for Credentialing or Risk Management; and for integrated Safety and Quality reports. They have also been used to print contract letters in bulk from multiple files or to create complex agendas, eg. for Credentialing Committees.

Please contact our office to discuss any requirements you have for Executive Reporting and publishing from your C.Gov data.

C.Gov Plan for Success Methodology: The project and change management techniques used for C.Gov installations has now been packaged as a formal methodology we call Plan for Success. This ensures you get the capabilities you want at a fixed price and still maintain the flexibility to enhance and update your business processes over time.

The C.Gov Plan for Success is now available to all customers and can assist Health Services to undertake complex change management with confidence. Complete projects to replace or develop new systems such as Consumer Feedback, Incident Management or OH&S processes can now be implemented within 20 days.

News from the Office: Welcome to our newest consultant, Pragyan Gogoi, who joined PSC Australia in June and completes our second operational team. Pragyan hails from India and has been living and studying in Australia since 2014.

We also welcome Western Health from Victoria as a new customer. Western Health has decided to implement our Credentialing and Workforce Management Solutions with an immediate project to focus on the requirements for SMO/VMO Credentialing and Registration/Credentialing requirements for Nursing and Allied Health.

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• Australian Overview
• Queensland Health Security Audit
• C.Gov Conference
• C.Gov Webinar program

Australian Overview: PSC Australia operates in more than 65 Public and Private Health Organisations throughout Australia and New Zealand. Some recent case studies from these customers include:

Integrated Audits, Risk & Quality Improvement: The C.Gov “Plan for Success” is now assisting a variety of Health Services to integrate their Solutions for Risk Management, Audits and Quality Improvement. This provides organisational capability in each of these 3 program areas and allows each Health Service to customise to their local policies and procedures.  This also establishes the Quality Improvement and Recommendation Tracking (QIRT) Solution as an organisation wide capability able to interface with every aspect of Health Service operations.

Clinical incidents, Consumer Feedback and OH&S: These business process Apps are integrated into a single solution for managing all reportable events. They can operate separately or together in an integrated system that is also linked to Risk Management and Improvement Tracking. Workflows and processes are individually configured for each Health Service requirement and data can be extracted to send to State Wide repositories.

Credentialing and Workforce Management: Credentialing Solutions are now being extended to include nursing, allied health and dental professionals, all linked to the AHPRA web service. New workforce management business processes are also being implemented in many Health Services for contract management, recruiting, on-boarding, performance management and CRM. A new HR capability matrix has been designed to show how all the different Apps link to a single integrated system.

Consumer Engagement & Outcomes: New Apps are being developed to create longitudinal consumer engagement records. These may be used to link patient records from external agencies like the new Primary Care Networks to the local Hospital systems.

Separate audits are also being developed for DRG related patient outcome reporting and patient satisfaction feedback.

Queensland Health Security Audit: In Queensland you may be aware that the Information Security Unit (ISU) recently conducted a review of C.Gov. The official response from the ISU was:

“Queensland Health is dedicated to maintaining the highest level of protection for confidential information across all systems, and as part of continual monitoring and evaluation recently launched an internal investigation into the security of a number of their systems.

This review was undertaken in consultation with a number of our partners, including PSC and as a result no privacy breaches were found. These reviews are ongoing and part of standard business practices.

Queensland Health is now also working collaboratively with PSC to accredit them as a full service provider and as part of the accreditation process PSC’s Australian data centres and protection policies and procedures will be reviewed.”

The review did highlight the importance of password security for C.Gov Users and the requirement to maintain user permissions on a needs only basis.

C.Gov Conference: The C.Gov Annual Conference will be held on the 31 August and 1 September in Brisbane. The conference will be hosted at the Jephson Conference Facility in Toowong. Conference details can be viewed under this link and you canregister now on our online form.

C.Gov Webinar Program: The C.Gov Security Management and Settings webinar program will finish on May 6, and we are seeking your feedback on topics that you would like included in future webinars.

The new program will be aimed at advanced topics and scenarios that you would like to see demonstrated. Some of the  advanced topics available include;

• File Questions
• Relationships and related files
• Extended Mapping using SOAP
• Global Triggers
• General Reports for multi variable graphs
• Calculated fields for Audit scoring
• Matrix Question & Scoring
• Creating and Maintaining File Components & File Headers
• Advanced Reports

If you wish to request webinars on any of the suggested topics or any other component of C.Gov please submit your request to cseale@clinicalgovernance.com.au

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• Global view
• Alterdesk Business Messenger
• C.Gov Enterprise License
• C.Gov Plan for Success

Global View: The Patient Safety Company operates globally, currently active in 18 countries and utilised in over 450 different organisations. Some recent case studies that may be relevant for Australian customers include;

Canada: Comcare, the Australian Government’s Occupational Health and Safety Agency has developed a Risk Management Check List to help employers better understand the factors that predispose employees to soft tissue injuries, the most common reason for lost time claims, particularly in health care organisations. Using this check list our Canadian partner Neil Ritchie has configured a new App that incorporates the body stressing factors thought to be important predictors of injury. These include direct physical factors of work and the physical work environment, the way work is organised, the psychosocial factors as well as personal factors.

It seems that while obvious factors such as workers physical condition under workers control may place employees at risk, there are other important factors under the control of management that are also in play, such as how well conflict is resolved, job security and the length of shifts. The App is intended to help organisations focus their efforts on the most important areas for improvement.

North America: Our customer in Bonaire (in the Caribbean)  have used C.Gov to build more than 50 Business Process Solutions as part of a continuous quality improvement program. They have used the toolkit to build Apps for Clinical, HR, Finance and Operational Processes all integrated into a single system. Their vision is to migrate all paper based processes and all spreadsheets within the health service to C.Gov. We recommend Bonaire, in the Caribbean, as a reference site you should all visit! 

Europe: Over the last 2 years the Patient Safety Company in the Netherlands have implemented a bench-marking solution for radiotherapy clinics throughout Europe. More than 20 clinics submit summaries of each case with their outcomes and record all incidents into a shared environment where all data is available for bench-marking outcomes, investigations and quality improvement.

Australia: Cairns HHS in Queensland has implemented their annual Workplace Health and Safety checklist as a single C.Gov App that is completed incrementally each month, over a 12 month period. The App includes automatic risk assessment for each checklist completed in each location and triggers a workflow for immediate action and follow up each time it is required. The App is notable because of the sheer scale of this checklist required by Queensland Government regulations. This is a good example of an App you would want to copy rather than invest the time to develop from scratch.

Alterdesk Business Messenger: We are currently piloting a secure social media application “Alterdesk Business Messenger”, with all C.Gov System Managers. The pilot is based on our Webinar program using C.Gov training mini guides. The Messenger allows us to publish and maintain all training documents for immediate access by members of the group. It also provides the usual social media capability for chat groups, discussions and liaison between C.Gov Users in a secure environment.

Later this year the Business Messenger will become a new component linked to all C.Gov files to support secure communications and ultimately replace the requirement for email.

C.Gov Enterprise License: Did you know that in addition to Credentialing and Audits, the C.Gov system hosts another 8 Solutions consisting of more than 90 business process applications; that are able to be implemented under your C.Gov License? Typically two new Solutions are created each year, and up to 20 new business process applications are developed. The new C.Gov Enterprise License provides Customers with unlimited access to all C.Gov Solutions now and in the future. The business case is to implement one system that automates all governance, risk and compliance workflows and business processes integrated to your main operating systems. Please contact us if you would like to discuss the opportunity to make a strategic investment in quality and productivity with the C.Gov Enterprise License.

C.Gov Plan for Success: C.Gov Plan for Success is a new program offered to Enterprise License holders. It provides dedicated Consulting support at a 50% discount, over a 12 month period, to assist Customers to configure and implement new C.Gov Solutions. This means that the local System Managers can concentrate effort and time on the workflow design of the system and manage the live implementation, whilst we provide the behind the scenes C.Gov design and configuration work. The premise is that our Consultants can work much faster and also have more current knowledge of new configuration techniques and tools. Once all existing Enterprise Licensees have submitted their requirements for the ‘C.Gov Plan for Success”, any additional resources we have will be made available to other customers seeking a 12 month program of new Solutions or Apps, this is particularly helpful for sites looking to roll out a large series of new Audits.