Digital technology can aid task management

Hospital support services are the backbone of healthcare operations. They encompass a wide range of functions essential for the smooth running of a hospital. These services include everything from cleaning and maintenance to portering, catering, and security. They ensure that the hospital environment is clean, safe, and conducive to patient care. Additionally, support services often handle logistical tasks like equipment management, waste disposal, and transportation. While often overlooked, these departments play a critical role in patient experience, staff satisfaction, and overall hospital efficiency.

Task management for support services is an undeniably complex challenge for NHS Trusts. The sheer volume and variety of tasks demands a sophisticated system, and the dynamic nature of a hospital environment – with unexpected emergencies and fluctuating staffing levels – adds further complexity. It is impossible, for example, for a surgeon to perform an operation if the operating theatre has not been cleaned first, and a radiologist cannot undertake an MRI scan if their patient hasn’t been transported to the radiology ward. 

Integrating data from disparate systems

Integrating data from disparate systems, ensuring clear communication between support staff and clinical teams, and complying with stringent regulations while maintaining efficiency, are also significant hurdles. Additionally, limited resources often constrain the ability to effectively manage and prioritise tasks. These factors collectively make task management a formidable challenge for hospital support services.

Many NHS Trusts lack a unified task management solution, and are instead dealing with an inherited patchwork of systems which, while serving their purpose at the time, may not be interoperable or efficient for modern task management needs. Departmental silos are common across Trusts, as different support services within a hospital have often operated independently, leading to the adoption of separate systems for different departments. This lack of integration hinders overall efficiency, and creates information silos. 

Manual and paper-based systems

Historically, hospitals have relied on manual and paper-based systems for managing the wide variety of support service tasks. These methods may have sufficed in the past, but they often present significant challenges in terms of efficiency and accuracy. Paper-based systems typically involve creating and distributing physical task lists. Staff members manually record task completion, which can be time-consuming and error-prone. Paper-based systems are susceptible to damage, loss, or misplacement, leading to task omissions or delays. They also hinder real-time communication and collaboration among staff members, and often lack visibility into overall workload and resource allocation. 

Manual task allocation is another common practice, whereby managers assign tasks based on their knowledge of staff availability and skills. This method is susceptible to human error, uneven workload distribution, and difficulties in tracking task progress. Manual systems make it challenging to generate reports and analyse performance metrics, hindering process improvement initiatives. They also struggle to adapt to changing priorities and unexpected events, as information is often siloed and not easily accessible.

 Crucially, the time spent on manual task management detracts from staff availability for patient care and, ultimately, a lack of efficiency in support services can create a ripple effect that impacts the overall quality of care delivered to patients.

A shift towards more advanced task management solutions 

The healthcare sector is undergoing a digital transformation, and task management for support services is no exception. The increasing complexity of hospital operations, and the growing demand for efficiency, have necessitated the adoption of more advanced solutions for task management. Increasing patient volumes, coupled with resource constraints, demand optimised workflows. 

Recognising the limitations of manual and paper-based systems, hospitals are increasingly adopting digital tools and platforms to streamline operations. These systems offer a centralised hub for managing tasks, improving efficiencies, and enhancing communication.

Digital task management systems provide real-time visibility into workloads, enabling managers to allocate resources effectively, and respond promptly to changes in patient flow or emergencies. These platforms often incorporate features such as task prioritisation, automated reminders, and progress tracking, ensuring that tasks are completed on time and to the required standard. Furthermore, digital systems can generate valuable data on task performance, allowing for process improvement and identification of bottlenecks. 

As we will see, by leveraging innovative and effective task management technology, hospitals can optimise support service operations and establish an environment which improves patient care and enhances staff satisfaction. Hospital support services encompass a vast array of functions crucial to the hospital’s operation. At the core are essential tasks such as cleaning and maintenance, ensuring a hygienic and safe environment for patients and staff. Portering services, meanwhile, are indispensable for transporting patients, equipment, and supplies across the hospital, while catering teams provide nutritious meals tailored to patients’ dietary needs, as well as food for staff and visitors.

Beyond these core functions, support services often include specialised roles. Security personnel safeguard the hospital premises and its occupants, for example. Laundry services maintain a constant supply of clean linens and garments. Waste management teams handle the safe and efficient disposal of medical and general waste. Facilities management personnel oversee the upkeep of the building, including HVAC systems, electrical installations, and plumbing. Additionally, support services may involve transport services for patients and staff, and even administrative tasks such as reception and switchboard operations.   

Different procurement mechanisms

A unified task management solution is particularly beneficial in healthcare settings, where support services are procured in different ways, with some teams, such as portering, employed directly by the Trust or hospital, while others, such as cleaning and maintenance, are provided through a PFI contract. Without a unified solution, it would be extremely challenging to bring these disparate services together. Support services and clinical functions are intricately linked in a hospital. The efficiency and quality of one directly impacts the other.

Cleaning services, for instance, play a pivotal role in infection prevention and control. Thorough cleaning of patient rooms, equipment, and common areas, helps minimise the spread of pathogens, protecting patients and staff. Maintenance services ensure that medical equipment is in optimal working condition, enabling accurate diagnosis and treatment. A breakdown of essential equipment can significantly disrupt patient care and increase the workload for clinical staff.

Catering services contribute to patient recovery by providing nutritious meals tailored to specific dietary needs. Well-nourished patients are better equipped to combat illness. Additionally, catering services support the wellbeing of staff, ensuring they have the energy to deliver high-quality care. Portering services facilitate the smooth flow of patients, specimens, and medical supplies, within the hospital. Timely transportation of patients to operating theatres, diagnostic departments, and wards, is crucial for efficient patient care. The delivery of essential medical supplies, such as medication and blood products, also depends on portering services.

Backbone of the hospital

In essence, support services act as the backbone of the hospital, enabling clinical staff to focus on patient care. When these services are not functioning optimally, it can lead to delays, increased stress, and potentially compromised patient outcomes. A harmonious relationship between support services and clinical functions is essential for delivering safe and effective healthcare.
Patient flow and emergency situations significantly influence the workload and priorities of support services. When patient numbers fluctuate, so too does the demand for support services. Increased patient admissions, for instance, necessitate additional cleaning, portering, and catering services. Conversely, a decrease in patient numbers may lead to a temporary reduction in workload. However, even with lower patient numbers, support services must be prepared for sudden increases, such as in the case of a mass casualty incident – when prioritising tasks becomes even more crucial to ensure the continuity of essential services. This requires effective communication and collaboration with clinical teams to coordinate efforts. 

A unified task management system

So, how can a unified task management system help Trusts address these complex requirements? Let’s look at the example of Fundamentum, which is a digital platform developed by DNV Imatis, a leading Scandinavian digital healthcare solutions provider with whom Wandsworth Healthcare recently announced a collaboration.  

Fundamentum serves as a central hub for collecting, integrating, and aggregating data from various sources within a hospital, including patient information, sensor data, and system outputs. It works by creating a real-time digital representation of a hospital, enabling healthcare professionals to access and utilise information quickly and efficiently. The platform connects with an ecosystem of applications that support tasks such as task management, care coordination, and communication. By providing a unified view of patient data and operational information, Fundamentum empowers healthcare providers to make informed decisions and deliver better patient care.

Acting as the foundation for a digital healthcare ecosystem, Fundamentum enables hospitals to streamline workflows, improve efficiency, and enhance patient outcomes through data-driven insights and collaboration. It also provides the underlying infrastructure for DNV Imatis’ app-based task management technology. 

A mobile-first approach

Taking a mobile-first approach, the technology enables staff to efficiently handle tasks and work orders directly via an interface on digital whiteboards or on their smartphones or tablets. The intuitive app interface allows support service staff to receive task notifications in real time. Whether it’s a cleaning request, equipment repair, or patient transport, the app provides clear and concise information about the task, including priority, location, and required resources. This ensures that staff can prioritise their workload effectively, and respond to urgent requests promptly.

Staff can receive, handle, manage, and finish tasks and work orders directly on their handheld device. Each support service staff member manages their own task load, by accepting or rejecting incoming tasks and using the worklist of active tasks. Once a task has been accepted, the app guides staff through the completion process. It provides step-by-step instructions, checklists, and the ability to add notes and images. This level of detail ensures consistency and accuracy in task execution. Additionally, the app includes features for real-time updates, allowing staff to communicate with other departments and request support if needed.
To optimise efficiency, the system incorporates ‘intelligent task allocation’ based on factors such as staff availability, location, and skillset. This ensures that tasks are assigned to the most suitable personnel, minimising response times and maximising resource utilisation. Smart task assignment can be based on zones, wards, or other pre-defined options, reducing the travel between each task, and ensuring more efficient use of staff members’ time.

To amplify patient safety and productivity, if a task is declined or remains unaccepted within a specified timeframe, it automatically progresses to the next available person. This ensures that nothing slips through the cracks, maintaining a ‘closed loop’ process. From task assignment to completion, there is always a subsequent action to prevent oversights, guaranteeing that tasks are effectively managed, and that notifications are received promptly upon completion. This approach minimises the risk of communication gaps or missing details, which are particularly critical during shift handovers. 

Furthermore, the app offers robust reporting and analytics capabilities. By tracking task completion times, staff performance, and equipment usage, hospital management personnel can identify areas for improvement, optimise workflow, and measure the overall effectiveness of support services.

Transforming task management at Østfold Hospital, Norway 

One hospital which has been able to create a more efficient and responsive healthcare environment by introducing task management for support services technology is Østfold Hospital in south-eastern Norway. Three services which have been transformed since the hospital partnered with DNV Imatis are cleaning, catering, and portering. 

Cleaning requests are now placed via digital whiteboards, and are immediately displayed on the cleaning staff’s mobile phones. Staff know which room to clean, and confirm completion via their tablets. The time it takes or the waiting period to have a room cleaned can be measured. The aim is to identify bottlenecks to enhance overall logistics rather than to time individuals. The hospital has been able to make changes to the cleaning schedules to better meet the departure needs of the day units. 

Nursing staff in the hospital’s day units are now able to place food orders for each patient right up until a couple of hours before the meal. This flexibility allows adjustments throughout the day based on patients who are fasting or require a nutrient-rich diet, among other considerations. The information entered into the digital whiteboards is accessible to the catering staff who prepare the food. This system has significantly reduced food waste. 

Improved collaboration

Collaboration between the hospital’s portering service and care units has also vastly improved. Porter requests are made via the whiteboards, which involves fewer keystrokes, ensures more accurate requests, and reduces inefficiencies when collecting patients. Previously, the hospital had several manual routines involving the completion of various forms, much of which is now done digitally, resulting in efficiencies and time savings. The use of digital whiteboards across the hospital, and interaction between departments, helps staff to easily visualise any potential bottlenecks which, in turn, has allowed more effective resource deployment. 

As Trusts look to deliver more efficient, patient-centred, and data-driven healthcare, task management for support services is likely to be one of the first areas they address. The latest solutions not only streamline task management processes, but also improve communication and enable data-driven decision making, contributing to a more efficient and patient-centric hospital environment, and staff who have the tools they need to be efficient, responsive, and accountable. 

The benefits, at a glance, include: 

• Improved efficiency: streamlines workflows, reduces manual processes, and optimises resource allocation, leading to increased productivity.
•  Enhanced communication: facilitates clear and timely communication among support staff, clinical teams, and other departments, minimising misunderstandings.
• Better response times: enables quicker response to urgent requests and issues through real-time task prioritisation and assignment.
• Increased visibility: provides a comprehensive overview of task status, workload distribution, and performance metrics, facilitating data-driven decision-making.
• Improved quality of care: ensures timely completion of critical support tasks, contributing to a smoother patient journey and improved patient outcomes.
• Cost reduction: optimises resource utilisation, reduces errors, and minimises waste, leading to cost savings.
• Compliance adherence: supports compliance with regulatory requirements through automated task management and audit trails.
• Data-driven insights: generates valuable data on task performance, allowing for process improvement and identification of bottlenecks.