The information services (IS) team at the University of Illinois Hospital and Health Sciences System (UI Health) was challenged by the executive team to improve customer service, to incorporate service delivery standardization, to simplify processes, to improve transparency, and to implement best practice ITIL workflows. Accepting the challenge from the Executive Team, over the course of many months the IS department embarked on a process to completely overhaul the service delivery program. During the course of this program, we struggled with how to change the IS department culture from an old “help desk” paradigm to an integrated, service-oriented culture. We found that we needed to do a complete process re-design, embracing transparency, implementing best practice workflows, and overall simplifying and standardizing. During this program implementation, the group worked to overcome many preconceived notions by the department, including a mindset of “this is how we’ve always done it.". Discussion topics include: 

 

• Describe the key aspects of a service delivery improvement project
• State the benefits of focusing on process first and ensuring stakeholder inclusivity
• Define the future state workflows for incident, change, problem, knowledge, and request management
• Describe the approach used to assess department readiness to transition to the new future state workflows
• List the outcomes of the implementation, focusing on the associated metrics and dashboards for service delivery improvement

 

Our panelists will discuss how they are improving revenue cycle staff performance, operational efficiencies and financial outcomes in their organizations.

 

Discussion topics include:

 

 

 

Securing medical devices is one of the greatest challenges facing healthcare providers today and, yet, there is little information in the industry regarding best practices, common struggles and how organizations are overcoming them, and which manufacturers are seen as most secure and transparent about vulnerabilities. Join Dan Czech for an overview of KLAS’ recent medical device security study completed in partnership with CHIME, that provides transparency into these important security issues.

 

Medical devices are increasing in software and network connectivity dependency at a rapid pace --- and with the benefits of software and connectivity come vulnerabilities and exposure. From default passwords, to outdated software, to wireless issues, many connected medical devices are not worthy of the trust we or patients put in them. How can we all move forward, together, to ensure patient safety? Join our panelists as they discuss:

 

•    Providing an understanding of the issues surrounding connected medical devices and perspectives on where the healthcare industry stands with medical device security
•    How to identify threats and their potential impact and best practices for securing the networked healthcare organization of today and beyond
•    Understanding risk – working with your fellow executives and leadership teams to effectively demonstrate risk and champion for investments in cybersecurity solutions
•    How organizations are leveraging 3rd party software and services to augment their medical device security strategy