Sector spotlight: Service Management in the Healthcare sector

Nowhere has the need to transform digital services been so keenly felt as in the NHS. For a sector already under intense pressure, the Pandemic placed enormous demands on IT and service management to roll out new apps within days and weeks instead of months, bring together disparate sources of patient data, and take a more agile response to the delivery of services of every kind.

Whichever industry you work in, why not join us for our first itSMF UK Sector Spotlight, where we’ll be hearing from practitioners at the front line of digital transformation in the healthcare sector in both England and Wales – from those tasked with delivering the mainstream services to those looking to improve the high-stress working environment through hybrid working, sustainability, and a culture of shared responsibility.

Finally, service industry guru Paul ‘Shiny New Thing’ Wilkinson will reflect on what these challenges and achievements from the healthcare sector tell us about the emerging shape of service management across the board, and will invite comments from the attendees.

SPEAKER LINE-UP

SESSION ONE: WELSH NURSING CARE RECORD – PUTTING PEOPLE AT THE CENTRE OF DIGITAL DELIVERY

Lesley Jones, Hywel Dda University Health Board

James Braun & Keith Reeves, Digital Health & Care Wales

The Welsh Nursing Care Record (WNCR) is a digital application that aims to standardise nursing documentation across Wales. The WNCR’s purpose is to deliver a standard set of assessments and documents that have the potential to provide safe and effective care to the population of Wales, irrespective of Health Board/Trust location. To achieve this, the project needed to deliver on the following aims.

• To support nursing staff in delivering more effective and efficient care for adult inpatients by providing standardised digital content across Wales
• To deliver technical developments that improve access to data and interoperability, and is aligned to the Welsh Government digital architecture review recommendations
• To work with health boards, trusts, universities, Health Education and Improvement Wales on developing a sustainable training and education approach to support the uptake of digital nursing documents as part of the single patient record.

In this session Lesley Jones (Head of Nursing at Hywel Dda University Health Board) and James Braun (Principal Project Manager at Digital Health & Care Wales) will be sharing the lessons they learnt along the way, and explaining how the project put people at the centre of a digital delivery model and how the engagement between the business and IT enabled the successful delivery of the service. Then Keith Reeves (Service Management Team Manager at Digital Health & Care Wales) will look at how these lessons will be used to improve digital delivery of other products and services across NHS Wales.

SESSION TWO: NHS ENGLAND – PUSHING AGILE TO THE LIMITS

Robert Marsh, NHS England

The pandemic placed NHS England under immense pressure to roll out new digital services in a fraction of the time usually required. Aside from the traumatic effect on those involved in these life-saving projects, the rollout of NHS App and COVID Pass provided an unprecedented learning curve, as a result of which the organisation has adopted a more agile SIAM-based model to future service management work. Our guest speaker from NHS England will tell the story of the App and what has been learnt from the experience.

SESSION THREE: WORKPLACE IMPROVEMENT IN THE NHS

Paul Reid, Trickle

In this session, Paul Reid, founder and CEO of Trickle will talk about their experience in enabling inclusive, employee-led workplace improvement within the NHS – including the benefits of establishing a culture of shared responsibility.

Paul started his career as a software engineer, before launching a market-leading tech business that was renowned as being a great place to work – with a natural focus on putting its people first. The culture that Paul and his team rooted in the business was key to its success, which saw them repeatedly win enterprise customers against globally recognised brands with 1,000x more staff.

After 20 years in the tech startup world, Trickle was born, and Paul’s focus is now firmly fixed on helping organisations to improve and innovate everyday by unleashing the power of their people.

SESSION FOUR: TOWARDS A NET ZERO NHS: SUSTAINABILITY IN THE HEALTHCARE SECTOR

Howard Gray, CGI

In this session, Howard Gray, Director of CGI’s Sustainability & Climate Change Advisory Practice, will share insight on their work supporting clients to deliver their net zero ambition. In particular this will focus on the work Howard and his team have been undertaking with NHS clients together with the key steps and principles of a successful journey towards a net zero NHS.

Howard and his team work with organisations to help them define, and then deliver pathways towards net zero. The team have a broad range of skills in delivering sustainability strategy, net zero roadmaps, carbon accounting, reporting, energy management, auditing and behaviour change.

SESSION FIVE: HYBRID WORKING WITHIN THE NHS

Tom Monaghan, HaloITSM

Tom Monaghan from HaloITSM’s Commercial Team will be discussing the effects of the pandemic on hybrid working within the NHS and the agile approach Halo have taken to develop a fully integrated ITSM function within the Teams interface. This involves cutting-edge chatbots, simple user interfaces and improved user journeys, all delivered through a modern intuitive Saas platform built here in the UK.

Tom is Sales and Commercial manager at HaloITSM with ownership of healthcare and public sector clients. Tom joined Halo 10 years ago on the ServiceDesk and went onto implementations as a consultant before joining and then leading the commercial team.

SESSION SIX: THE SHINY NEW HEALTHCARE THING THAT REALLY HELPS

Paul Wilkinson

We in IT like shiny new things (Agile, Lean, DevOps, ITIL4) – thinking (and hoping) that they will solve our problems, but many of our problems come from the fact that we haven’t got the basics right!

And we never got the old shiny things to do what they were intended to do. I have seen this repeat in cycles over the last 40 years. Einstein once said, ‘Insanity is doing the same thing over and over again and expecting different results’, and sadly we in IT are trying to prove Einstein wrong.

Now digital transformation is the latest industry shiny new thing. But 70% of transformation initiatives fail to achieve the hoped for values – confirming Einstein’s observation. So why are they failing? What are the basics we still haven’t got right and what is the ‘shiny new thing’ that will make everything better?

In this session Paul will reflect on the changes and transformations described here in the healthcare sector and consider how these lessons apply to the wider service management industry.

Paul has been actively involved in ITSM for more than 40 years in a variety of roles, including presenter, author, facilitator and consultant. He was also key to the development of ITIL Practitioner which introduced the Guiding principles to align ITIL to a more agile way of working.

DELIVERY PLATFORM

This online event will be delivered using the ZOOM platform.

HOW MUCH DOES IT COST?

Places are available to itSMF UK members and non-members for FREE.

REGISTER NOW!

This event is sponsored by: