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IT 'Clicks' Healthcare
Driving Factors
The current IT spending estimates are below $ 8,000 (Rs 3.2 lakh) per hospital in India,
as per Datamonitor. With a maturing private healthcare sector, large private hospital
chains have become the primary consumers of HIT (healthcare IT). Not content at that,
IT companies have also started pushing boundaries aggressively to bring large
government hospitals into their fold. "In the recent past, HIT spent used to be less than
one per cent of the operating budget, even for large corporate hospitals. However, this
has changed and the scene looks much lucrative for IT players now, with HIT spend
touching as much as six to seven per cent of operating budgets," shares Anthony
Basumatary, Managing Consultant, Datamonitor, India. This change has been driven in
part by the growth of private medical insurance and in part by the surge in medical
tourism in India.
Agrees Anurag Dubey, Programme Manager, Healthcare Practice - South Asia and Middle
East, Frost & Sullivan, “The fact that IT adoption is currently limited to large, private
hospitals in tier-I cities in India leaves a lot of untapped market to focus on for the IT
players. However, the penetration rate in India of such IT solutions is still very small
compared to the matured markets in the West. Says Kapil Khandelwal, Head, Health and
life Sciences Vertical, Asia Pacific and Emerging Markets, Cisco Systems, Inc, "It is
higher in the private and corporate hospitals segment at around 80 per cent." However,
in the public sector (Government hospitals) segment it is around 25 per cent. We are
seeing an increasing interest from both public and private sector. Many Governments are
planning on e- health initiatives and have plans to implement health records."
Needs
Worldwide, IT applications in healthcare today are seen in two broad categories. One is
care delivery which contains aspects like patient access management and evidence
based medicine. The second category is of business infrastructure which includes supply
chain management, payroll and benefits administration, finance and accounts,
infrastructure and security, regulatory and standards compliance, patient education and
e-portals.
In a hospital there are basic four areas that benefit from computerisation. The first is
related to patient management activities like admissions, billing and discharge.
Computerisation of these allows faster processing of patient related activities leading to
better patient satisfaction. It also allows more effective utilisation of hospital staff,
leading to reduced manpower costs. The second area relates to inventory management
in a hospital. Enterprise wide automation greatly streamlines inventory control and leads
to tremendous cost saving and according to industry experts this is probably the most
tangible part of returns on investment. The third is related to implementation of EHR.
"For medical staff this is the most important part of computerisation since it allows a
continuity of medical records across various visits to the hospital by the patient and
allows them to provide better medical care," opines Dr BK Rao, Chairman and CEO, Sir
Ganga Ram Hospital, New Delhi. Lastly, like any other industry, hospitals also benefit
from computerisation of back office functionalities like accounts, human resources and
payroll.
Setbacks
Policy: There are no clearly articulated/ communicated
government policy on IT adoption in public hospitals. Government
funding for HIT is nearly non-existent.
(Source: Datamonitor)
Hospital Perspective
Pune based (RHC) Ruby Hall Clinic was relying more on paper and verbal inputs to
manage business. The prevailing business situation led to leakage in revenue, lack of
information flow, and since there was no IT integrated system, time was wasted in doing
routine repetitive tasks. The management also needed to lower the costs of completing
administrative and clinical transactions. Many times, this directly affected patient care.
In 1999, RHC started revamping the IT infrastructure of the hospital and decided to go
with best-of-class solutions available in terms of hardware, enterprise application
software and networking. HIS, RIS, PACS, EMR, ERP and telemedicine solution'are some
of the IT solutions adopted by RHC over a period of eight years. PACS enabled it to
improve patient care by streamlining clinical processes and creating a seamless flow of
information. Its HIS system consists of a unique medical record number to identify a
patient, so while a patient is being admitted, an intimation is sent to the concerned
doctor on his mobile informing him about this. Telemedicine technology allows to extend
the distance at which patient consultation occur. EMR when integrated allowed greater
protection for medical information and improve data sharing without any threat to
patient privacy. Today, activities related to patient billing, consulting charges, payments
to be made to vendors are all recorded electronically. "The major challenge was the
resistance from human resource at operational level", says Anand Patil, Manager-IT,
Ruby Hall Clinic. This is a direct outcome for focused implementation of responsibility
matrix coupled with the authority decentralisation. The buy-in by senior management is
a very critical point in this activity. However at RHC the senior management was not
only behind the effort but also led with examples. Today the Hospital is working on the
final blueprint for implementing CDSS, clinical pathways and clinical research. "After the
implementation of RIS / PACS, the patient volumes have significantly increased. With
critical patient information like lab results, radiology images, medications available on-
line, there has been a significant reduction of file movements and has helped the doctors
to take decisions on time. It enables them to provide single window service for all
patient related activities. They are able to get morbidity / mortality information which
are just a matter of few clicks,"says Patil.
However, usage of papers and manual work was such that it became challenging to get
the staff accustomed to working on the web-based database. "Perhaps one reason for
resistance amongst the front office staff was that after the new system, they would be
more accountable. Because, earlier the front office staff used to redirect the patient to
the billing clerk for any query, but now they themselves would be answerable to the
patient's queries," says JS Puri, VP-IT, Fortis Healthcare, Delhi. Earlier when the doctor
ordered to discharge the patient, it took time for the nurses to prepare the documents
for the patient discharge and thus the patient had to wait and then further it followed
with the billing procedures. A long time was consumed in this entire process since
everything was carried out manually. Whereas now when the doctor orders for
discharging the patient the entire process is carried out through the web-based hospital
system interfaced with the patient's medical records which makes it faster and saves
time. Time to admit a patient and indent a drug has reduced by 30 per cent and that too
at its initial stage and it will further reduce when data is cleaned further.
According to experts, while IT has been doing a lot in patient billing, CDSS
(Clinical Decision Support System) is the most important tool that any
healthcare organisation should have. Agrees Pradeep Saha, Head-IT, Max
Healthcare, "The benefits of CDSS are immediate minimisation of medical
errors and availability of clinical analytics." According to a landmark study
published by Institute of Medicine in 1999, annually, medical errors in
healthcare industry results in loss of more than 100,000 lives in North
America alone. The WHO also cites that one in seven patients admitted to
hospitals in developing countries are affected by medical errors. CDSS are
interactive computer programmes which are designed to assist physicians
and other health professionals with decision making tasks. "CDSS link
health observations like patient data with health knowledge like estabilished
clinical protocols to help doctors take right decisions for improved
healthcare. However, it is yet to reach the Indian healthcare industry," says
Dr S Manivannan, Executive Director, Kavery Medical Centre And Hospital,
Trichy, Tamilnadu. CDSS are present to a variable extent in most
implementations. "One of the very useful CDSS in our system warns a care
provider if a drug to drug interaction exists while prescribing a drug for a
patient. Another warns if the patient is allergic to a drug being prescribed.
More advanced CDSS exist which help the doctor in reaching a diagnosis.
Even though they are not currently implemented in India, they will play a
great role in the future in reducing medical diagnostic errors which take a
toll on any hospital," opines Dr BK Rao, Chairman, Sir Ganga Ram Hospital,
Delhi.
CPOE
E-learning
Digitising Health
Apart from PHR which is typically a health record that is initiated and
maintained by an individual, the other upcoming technological trend is said
to be Personal Health Application (PHA ), a next generation health
information which includes PHR and wellness data too. "PHA is a collection
of applications that are personalised for a person's use. PHA is said to be a
consumer-centric information system that can incorporate sick-care data
currently found in EHRs and PHRs.
Preferring End-to-End
Purchasing different solutions from the same vendor allows better integration between
the various components, something that is critical in today's complex environments. On
the other hand, purchasing different solutions from different vendors allows one to have
the 'best of breed.' Gangaram Hospital chose to stick to one vendor to accentuate inter-
operability. "Our choice has been more towards buying all our solutions from the same
vendor since we consider inter-operability critical to a successful implementation," avers
Dr Rao.
Benefits Galore
To improve quality of care, reduce costs and plus increase access to healthcare is driving
IT adoption in the healthcare industry. Healthcare technology, if implemented properly,
prevents medication errors. A physician ordering a medication electronically will know
immediately if the medication he/ she is prescribing counter reacts with a prescription
that the patient is already on or if the wrong dosage was mistakenly prescribed.
According to experts, the greatest benefit of IT lies in chronic disease management,
where costs are typically high. Delta checks built-in at key decision clinical transactions
reduce errors in diagnosis, medication and critical test reporting. Secondly, the
instantaneous availability of clinical data like imaging, lab reports, and second opinion
shortens the time taken for diagnosis and initiation of treatment. There has been some
research that has shown that healthcare IT does improve clinical outcomes. However,
there has also been some research that has found IT decreasing clinical outcomes. "Part
of this decrease may be due to end-users needing time to learn the new system.
Additionally, much of the clinical benefits are not realised immediately. Rather, they will
be realised in five to ten years (or even later for preventive health measures). Given
that, decreased re-hospitalisation rates and decreased medication errors are often cited
as an indicator of IT improving clinical outcomes," states Christine Chang, Associate
Analyst, Datamonitor. Care pathways and treatment plans are already being
incorporated in the healthcare IT at hospitals in the western world and have yielded rich
returns. Says Dr Gupta, "Sentara in the US, with 90 ICU beds distributed over four
hospitals, leveraged IT to reduce their ICU ALOS (Average Length Of Stay) by 17 per
cent and patient mortality by 20 per cent as far back as in 2000." Improved clinical
outcomes also bought the cost for each ICU patient down by $ 2,150 per patient giving
them a Return on Investment (ROI) of 155 per cent. The benefit of this is enormous with
an immediate benefit of minimisation of medical errors and availability of clinical
analytics.
Although the official healthcare expenditure for healthcare in India is around five per
cent of GDP, in rural families it can go up to 15 per cent because of such hidden costs
like travel and time of work. "Everyone knows that there are peripheral costs involved in
healthcare like travel and stay. They sometimes can amount up to 40-60 per cent of a
person's entire healthcare costs. Technologies like tele-medicine can totally negate this
cost for all non-invasive treatments (which amount for the majority)," shares Ajay
Chanam, AGM WW Communications, Sobha Renaissance Information Technology (SRIT)
and GM - Head Private Sector and SME, iHCX. Telemedicine can dramatically decrease
the travel costs which although a hidden cost of healthcare (and not measured) is a very
significant help.
Connected Healthcare
Even though the mobile phone is omnipresent today, it is still not used for health as
patient and doctor still desire a human interaction. However, mobile use in reminders
and emergency and clinical alerts is growing. "At Fortis, our doctors use clinical software
on mobiles. I envisage a 'mobile health' SIM card that will also store health information
securely. With 3G and enterprise level bandwidths on mobile, I expect video consults on
Mobile computing is going to play a major role feels Murthy Rayaprolu, Head- Delivery,
VBU-Healthcare Provider, Satyam Computer Services Limited. "We do not have a
bedside computer today. That is also because desktop at every bedside is not
economically viable. It can interfere with some of the medical systems which could be
there in emergency rooms. However, there are devices coming up in the market which
looks like a tablet and can be carried anywhere in the hospital and has limited
interference with the electronic equipment. The doctors carrying this device can locate
the patients wherever he is in the hospital. These kind of devices are coming into the
market but it is not fully implemented anywhere," shares Rayaprolu.
Furthermore, traditional data, voice and video technologies in a hospital are quickly
getting redundant and expensive to sustain. Newer technologies based on IP- platforms
are leading towards a digital transformation and are cheaper to maintain. Healthcare is
witnessing a convergence of data, voice and video over wire/ wireless IP-based networks
in a hospital and according to experts these technologies are scalable (build as you
grow) and easier to operate and maintain in a hospital. Experts predict that wireless
technology is going to be a turning point - through which doctors, nurses and patients
can communicate seamlessly on Wireless Local Area Network (WLAN) and eventually
WiMax. "At Fortis, we are building a mobile-cum-wireless communication framework on
IP enabled PBX that will really connect these users. If patients can find and talk to the
care provider fast, half the battle is won," opines Puri. Trichy based Kaveri Medical
Centre and Hospital has implemented a SMS software which is used in applications like,
informing consultants about patient admission, informing referral physician about their
patient details, informing patients about latest news in hospitals, informing patients
when their lab reports are ready, intimating patient about health check-up dates as well
as informing HOD about new job orders and pending orders. "Overall it is a good CRM
module. When railways and airlines can use SMS CRM why not healthcare? We have
scanned all the old medical records, which clinicians can access from their desktop. This
is used to review old case sheets when the patient come for review and used for clinical
research," states Dr S Manivannan, Executive Director, Kavery Medical Centre and
Hospital, Trichy. Also, the reality in healthcare technology is that there are no
standardised applications across healthcare industry. In order to improve patient care
through rapid access to information means that applications need to follow industry
guidelines and workflows. "Technologies that can increase access to information,
anytime, anywhere and reduce the Total Cost of Ownership (TCO), lead us in the
direction towards visualisation of different layers of technology architecture," adds
Khandelwal.
Delhi based Sir Ganga Ram Hospital has invested funds for the
implementation of a PACS system which will allow images from radiology,
CT, MRI to be available on all computers within the organisation. The
Hospital is planning a RFID tagging system for its fixed asset management
system. Later this year the Hospital would also introduce PACS for
enterprise-wide imaging. This 'enterprise-wide PACS' enables imaging
specialists to do their primary interpretation work within their own
departments and to store the images and reports in a central,
multidisciplinary archive where the information can be accessed by partner
institutions, as well as by primary care physicians, using a custom-designed
web browser and desktop computers running windows. Every system is
integrated with HIS leading to easy availability of data that helps the
hospital management make better and informed decisions.
Challenges
One of the major challenges faced were the change in workflows in various
departments of the Hospital because of enterprise-wide computerisation.
People took time to adapt to these. Previously, computerisation did not
involve medical and paramedical staff functions but now it did. Many of
them found it difficult to adapt to the new environment. "Our laboratories
had gone paperless and this was a double edged sword. Doctors were used
to seeing reports on the move, going through paper records while
examining a patient. Now, it necessitated them to view the reports on a
computer," explains Dr B K Rao, Chairman. Medical care workers are
mobile while computers are not and this clashes. Therefore, the Hospital is
planning to implement laptops to overcome this problem. Another problem
is related to training of the users to operate in a fully computerised
environment. Healthcare workers often find it difficult to spare time from
their daily activities to undergo training. Today, training has become a
continuous process in the Hospital with new staff joining regularly.
Key Concerns
Healthcare sector is always said to be less open as compared to other sectors when it
comes to adopting newer IT trends. Indian hospitals have indeed been late in realising
the advantages of IT. Lack of awareness, resistance to change, the low priority given to
financing IT-related investments, lack of suitable solutions, as well as the absence of
professional decision making has led to low penetration of HIS in this high-potential
market. Hence, there are not many hospitals in India which have successfully automated
all their core functions like administrative areas, clinical areas and back office. "Most
hospitals that have already embraced technology, have automated their operations in
parts and therefore most of them are not deriving the full benefits of information
technology," states Khandelwal. Hence, there are not too many examples (reference
sites) that other hospitals in India can follow. Moreover, the full benefits of IT will be
apparent only when the core clinical operations are automated, which is still a few years
away in India. Some of the other problems that are unique to India are lack of enough
trained professional medical/ healthcare informatics personnel in the industry. "All the
innovations available in the west are available in India, and very often at competitive
costs. However, currently, the limiting factor is lack of the domain knowledge and
overview to utilise these innovations to deliver the most effective and efficient solution,"
opines Dr Gupta. Also, the lack of integrated information across the enterprise (lack of
data sharing across departments and applications and lack of collaboration across
various stakeholders in healthcare are few main intimidating issues present in the Indian
healthcare today. "The other big challenge has been to design an EMR system that can
have unlimited sub-modules as per the specialties and super specialties ranging from
general medicine to paediatrics, to cardiology, to neurology and urology," believes
Dinesh Samudra, CEO- SEED Healthcare Solutions Private Limited.
Vendor Watch
Just as hospitals vary in their size, so will their
demand for the size and scalability of the IT solutions.
The requirements of large hospital are met mostly by
international vendors or reputed Indian vendors,
whereas small hospitals are likely to adopt smaller
solutions, which are readily available in the Indian
market. The Indian market for such products has not
yet matured. Applications available in the market
range from HIS, including EHR and back office
functionalities to PACS. Adjunct solutions are available
for attendance systems and RF tagging. Some IT healthcare companies had
ventured into the Indian market as tie-ups with local solution providers.
This enabled them have to have a readymade support base with minimal
investment. For example, TrakHealth from Australia (now InterSystems,
USA) has tied up with MTech of Delhi to implement and support its
solutions. However, more and more international vendors are entering the
Indian market directly with their own brands, for example, Siemens, GE,
and iSoft. Industry giants like Cerner, Vista are also close to entering the
Indian market. According to experts, for the IT vendors, large part of the
opportunity lies in the replacement of outdated first-generation HIS with
newer, more powerful HIS applications at large hospitals with complex and
sophisticated operations. "There are an estimated 25,000 hospitals in India,
excluding the private clinics and nursing homes. This factor should be
enough to drive the HIS market in India," opines Dinesh Samudra, CEO -
SEED Healthcare Solutions Private Limited. Currently, the HIS market in
India is still in the early growth stage. It is a small market dominated by in-
house implementations and customised solutions developed by small local
software developers. In terms of technology adoption, the Indian market is
far behind its Asia Pacific counterparts such as Australia, Japan, South
Korea, Singapore and Malaysia.
Also, the newer technologies require very high initial investment and the ROI takes
many years. All these factors make adoption of newer technologies difficult for any
hospital. Hence a cautious and patient approach is said to be required before any viable
results could be obtained.
Apart from this, cost incurred on maintenance of systems can be a major factor for
hospitals when deciding to invest in technology. And this is especially true with systems
that are built on obsolete technology. As technologies change rapidly over few years,
hospitals need to adapt to the changing environment. Proprietary technologies will make
certain IT solutions adoption in healthcare industry expensive. "As healthcare is already
expensive, implementation of an expensive IT infrastructure in any hospital will be a
major deterrent," agrees Dr Rahul Shetty, Founder-President, Mezocore Technologies,
Canada. However, according to Dr Gupta, hospitals are traditionally very familiar with
maintenance costs as they buy expensive machinery and often run a large maintenance
department, therefore IT maintenance costs are both -understandable and acceptable-
to them.
"Unfortunately, initial implementation is more than just installing the hardware and
software. The costs of change management (ie. implementing the change from manual
to digital) are never included or negotiated in any contract which allows vendors the
convenience of calling that maintenance. So, most projects fail (the failure rate is
officially 60-70 per cent though unofficially it goes up to 95 per cent at least as partial
failures) and that is a deterrent," avers SB Gogia, Indian Association of Medical
Informatics (IAMI).
Another reason is lack of common standards in healthcare which makes it even more
difficult for hospitals to adopt newer technology. "HIPPA is widely used in North America,
yet in India there are no common standards. Many hospitals adopt a very conservative
and cautious approach to adoption of IT in healthcare," opines Dr Shetty. Further, fear of
loss of privacy and confidentiality of health data hamper the IT penetration.
Max Healthcare
Max Healthcare's hospitals are spread across eight locations within the
boundaries of Delhi. So the main purpose for opting IT solution was to get
all these hospitals at various locations connected to each other with a
centralised system making it convenient for both the hospital and the
patients. They felt a need of having such a system which could make the
health analytic to understand the disease trend and decide the medicine,
required treatment to be provided to the patient, thus reducing the
occurrences of medication error.
IT implementations
The 'lease line connectivity' is a service through which all the hospitals can
remain connected to the data server. This service is implemented since
2006. Leased lines are dedicated data circuits between two locations via a
private line used to transmit data at a constant speed. This is integrated
with the HIS, so whatever information relevant to the hospital or the
patient that is entered in the HIS gets recorded in the server through lease
line. 'Bharti' is the lease line connectivity service provider for Max. The
speed of the connectivity was upgraded from 512 kbps to 4 mbps since the
last two years. 'PACS' is incorporated from the past six months and the cost
investment for this was round about Rs 60 lakh. Laboratory Information
System (LIS) is another solution adopted by Max to keep a track of all the
laboratory records. The LIS software integrated with HIS stores the entire
lab information. Two months ago the HIS got updated with a 'blood bank
module' and 'diet module.' The updated HIS with the blood bank and diet
module acts like a guide and helps in patient care. Earlier the blood bank
and diet module used to run manually but now there is a 'system
parameter control team' to make an entry on the blood bank module which
is known as a master entry. Likewise the diet module enables to make the
diet record for each patient.
Future
In this quality driven healthcare industry, it is no news that the healthcare IT market will
continue to grow, particularly in countries like India. Hospitals moving towards quality
certification and accreditation leading to standard operating procedures are driving the
demand for standard based applications. "We are moving towards an integrated
healthcare scenario - where various healthcare entities will get connected on a common
platform to allow information exchange between standard based applications and thus
improving efficiency of systems," feels Dubey.
"Implementing IT at the inception stage is much easier rather than trying to install it in
the older ones. Thus, as new healthcare organisations are built in India, they should be
built with the use of healthcare IT the mind right from the beginning," says Chang.
Today more and more hospitals are realising the advantages to implementing IT
solutions. India has a large number of hospitals and in terms of sheer numbers of
implementations possible, the potential is huge. The Indian vendors are also improving
on the quality of solutions they provide and it is hoped that they will soon be able to
meet the challenge provided by the international players since India has highly skilled IT
manpower resources. In the private sector, hospitals are looking at IT mainly from a
commercial application perspective. Experts feel that these hospitals should now go
beyond the ADT and billing processes to apply IT in clinical applications like CDSS, EMR
and clinical research. There is surely a lot to be done in terms of applying IT from the
patient care perspective.
sonal.shukla@expressindia.com
priti.pathak@expressindia.com