Case StudyIntel® Atom™ ProcessorConsumerization of ITClient ProductivityHealthcare

Working smart: a mobile workforce with Intel® technology-based smartphones

Israeli teaching hospital Hadassah Ein Kerem is the largest hospital in Jerusalem. It has 1,000 beds,31 operating theaters and nine intensive care units and employs over 5,000 healthcare professionals.Maintaining efficient and valuable communication is often a challenge for such a large organization,so Hadassah ran a small pilot to trial supporting hospital orderlies with mobile devices. The hospitaldeployed smartphones, powered by Intel® Atom™ processors, to enable quick, simple, on-the-gocommunication between orderlies and management staff.

Challenges• Employee support. The hospital needs orderlies to transport equipment and patients betweenwards. It wanted to improve the information flow that staff members rely on to boost productivity.

• Effective communication. Hadassah relied on a paper-based system for recording the calls, soit needed better communications tools to improve workforce efficiency and reduce time spentrelaying and clarifying messages.

• Quality care. Facing increasing patient numbers, Hadassah wanted to eradicate errors with patienthandling, since it was not uncommon for wards to encounter four to five mistakes a day.

Solutions • Mobile devices. Hadassah ran a small pilot to trial supporting hospital orderlies with smart-phones in the workplace, deploying two Intel®-based smartphones in the team.

• Mobile processors. The smartphones run Android* and are equipped with second-generationIntel Atom processors.

• IT consumerization. To optimize the potential of these mobile devices, Intel and Hadassah jointlycreated a custom mobile application, the Transport App*, for quick and easy messaging betweenorderlies and management.

Impact • Workforce productivity. The mobile app has revolutionized how Hadassah orderlies work,improving staff communication, dramatically reducing errors and enabling more independentand efficient workflows.

• Battery life. The extended battery life of the devices means multiple users can use them acrossshifts, minimizing time wasted charging.

• Secure mobile. The mobile devices are password protected, with each user having an individuallogin, so patient data is protected with built-in mobile data security.

Top-class teaching hospital Hadassah Ein Kerem uses Intel® Atom™ processor-powered mobile devices toachieve efficient workflows

“The impact we’ve felt fromintroducing Intel® technol-ogy-based smartphones inthe workplace is huge. The

long battery life is perfect asour tests have shown it lastsfor multiple shifts. The cus-

tom app is really userfriendly and improves team

communication. We canmanage our own workflows

using Intel technology.”

Eli Aminov,Hospital Orderly,

Hadassah Ein Kerem

Life as an orderly Being a hospital orderly is hectic. Processing jobrequirements and patient details quickly andcorrectly is crucial. “We transport patients, andoccasionally materials and equipment, betweenwards. Knowing which patient we are taking,where to pick them up, where we are going, andany extra details, such as whether a patientneeds a drip or is in a wheelchair, is importantso we can be prepared, deal sensitively withpatients, and do our job properly,” said EliAminov, an orderly at Hadassah.

In the past, the dispatch center called orderlieswith landline phones or hospital-owned mobilephones, and passed on all ticket details verbally.Then it was up to the orderlies to either remem-ber the message or write down the informationin their own notepads. Unsurprisingly, thesemethods were open to human error. When

orderlies forgot a ticket detail or wrote themessage down incorrectly, they needed to callthe dispatch center again to clarify the ticket,which wasted time.

The hospital had tried other solutions to im-prove upon this system, but they were too com-plex and therefore unsuccessful. “We tried touse a beeper system, but there were too manytechnical issues. So we quickly dropped theidea. We would get the calls in a text messageto our beeper, but still had to call a phone voicecenter to close the ticket. There were many prob-lems with this form of communication, sincewe often lost the signal, which created delayswith the messages and prevented efficientwork. This system also didn’t give us any extravital information, like whether a patient hadan infection. It was clear that it wasn’t goingto work,” said Aminov.

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Drive for efficiencyAs the number of patients continued to rise andmore buildings were being added to the cam-pus, it became clear that the Hadassah MedicalCenter needed a better communications sys-tem to support its hospital orderlies and im-prove its workforce efficiency, quality of careand overall standard of safety. Transportingpatients and equipment between wards in thenew and the old buildings meant that orderlieshad to make longer journeys, increasing bothturnaround time and the need for a more effi-cient journey-planning system. “From themoment an orderly takes a call to the momentthey’ve done the job, the process needs to beas efficient as possible,” said Mira Mizrahi, or-derly center manager at Hadassah.

The main aim at Hadassah is to always improvepatient care and focus on ways to improve work-ing behaviors to benefit patients. So Hadassahcalled on its strong relationship with Intel tosolve this organizational problem, since thiswas a perfect opportunity to use Intel’s robustmobile technology to achieve more effectiveworkflows.

Smartphone deployment Hadassah set up a proof of concept, piloting twosmartphones, powered by Intel Atom proces-sors, for fast-running devices with long batterylife. The phones run Android OS and receiveinformation through a mobile network to avoidconnectivity problems between buildings or inelevators. Each user has an individual pass-word to protect sensitive patient data. The de-vices are charged and stored in the hospitalfor extra security.

Intel and Hadassah IT also worked to jointlydevelop a specifically designed custom Trans-port App, which lists ticket details so that eachorderly can log in and see his own scheduledjobs. This is much more efficient than the pre-

vious system, where a job request would go toa dispatcher, who would then decide whichorderly should go and connect with them byphone. The dispatcher can now upload requestsinto each orderly’s personal app so the orderlyreceives an alert on their Intel-based smart-phone and can accept the job ticket in the app.

Users found the app interface easy to use andliked the smartphone’s quick-resume function,which meant they could dip in and out of theapp very quickly between jobs to close ticketsor check details. “A significant benefit of theIntel® technology is the extended battery life,”said Mizrahi. “Our orderlies work eight-hourshifts. These smartphones can last for a coupleof shifts between charges, which is fantastic.”

This new process also saves time and enablesmore accurate communication, which positivelyimpacts the patient experience. “Employeescan now manage themselves. They are not de-pendent on the regular office phones and havethe freedom to provide feedback about indi-vidual jobs,” added Mizrahi. “The app is veryuser-friendly and has improved our daily work.We can now add comments to jobs if needed,so if the patient isn’t ready for transport or isstill in the middle of treatment, we can notethat and let management know why there willbe delays. It is also a great management tool,since the dispatcher can block out our avail-ability when we have training, meetings or breaks,which reduces job error due to a ticket beingallocated to a staff member who is not avail-able,” said Aminov.

Better patient care “Since piloting the Intel-powered devices, ourproductivity has improved, since fewer calls aremade and the turnaround time between callshas diminished greatly,” said Mizrahi. “I can nowmanage the increase in calls and distances with-out adding headcount. It is an amazing systemand saves a lot of time.”

A large part of the improvement due to theamount of job information the app carries. Onopening the custom app, the user immediatelyhas all the details of their next job, includingthe ID number of the patient, so it is easier toavoid mistakes. “With this new system, we cansee all patient information, which is invaluable.We used to have to wait up to 10 minutes toget information about where the patient wasfrom the nurse, but now it is immediate. The

Lessons Learned Given the success of the trial of two mobiledevices powered by Intel® technology,Hadassah is rolling out 25 smartphones,powered by Intel® Atom™ processors, acrossthe orderly team. The technology greatlyimproves the quality of customer care andsaves time, both in the team and for col-leagues and patients, since it minimizeserrors. This efficiency boost is the tip ofthe iceberg when it comes to integratingtechnology into hospital workflows.

smartphone app provides important detailslike if the patient has a ventilator, oxygen bal-loon, or special needs. All tickets are color codedbased on patient information. For example, aventilated patient is shown in red and a patientwith an infection in blue,” said Aminov.

Feedback from the nurses in the wards has alsobeen very positive, since they are impressedwith the knowledge and timeliness of the or-derlies. It has cut not only the risk of humanerror, but also handling time, since turnaroundbetween jobs is so fast. The management toolmeans the jobs can be allocated as efficientlyas possible.

Integrating technology into work-flows Moving forward, the hospital is rolling out 25Intel-based smartphones to capitalize on thesuccess of the pilot. “We are interested in see-ing how this method could benefit other teams.For example, it could work for the doctor whoneeds to manage requests for consulting ortreatment in various wards, clinics, and build-ings all over the campus, or in A&E to quicklycommunicate emergency situations in codeblue or red. This is a great example of how hos-pitals can integrate technology into everydaywork life, and how new technologies – especiallymobile – can move workflows and employeebehavior forward,” said Mizrahi.

Find the solution that’s right for your organi-zation. View success stories from your peersand check out the IT Center, Intel’s resourcefor the IT Industry.

Hospitals can improve workflows using mobiletechnology with Intel technology-based smart-phones