Clinician ticket tracking dashboard

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Relates to #118, but for clinicians

Problem

• Biomed/external vendors currently struggle to coordinate device availability with clinicians for patching
  • Biomed/HTMs frequently report coming to service device, only for it to be used by clinicians
  • Clinicians have been reported to hide devices because when they need them, they could be taken by IT/biomed for updates
  • Security updates are also rolled into device functionality updates. If anything changes about a device related to clinical workflows, clinicians need to be made aware and retrained if needed
    • Example from one hospital: An update swapped the color of two buttons on the UI. However, clinician workflows included the use of a color-coding scheme, requiring staff retraining
• Clinicians do not understand need for cybersecurity updates -- giving them information on how this relates to patient safety/device availability could improve hospital cybersecurity culture, and make cross-department communication more effective

Lack of communication between IT and clinicians. As we mentioned in Section 4, interviewees were uncertain about prior security incidents occurring (I = 5), and there appears to be a lack of details about the causes of incidents. APP3I described a situation where “I think [the hospital] recently had their phones hacked. . . so because the phone lines were down, we couldn’t page even for emergencies.” APP3I explained how there was no follow-up about what occurred. This lack of communication extended to more routine maintenance. RN8I talked about how they try to keep at least one infusion pump per bed on the floor, but the pumps are taken by IT/biomedical engineering for patching without consulting the nursing staff, finding “ourselves hiding pumps in cabinets because we know these people come around, [and take] the pumps

Clinicians would benefit from features described in #118, but as a stakeholder group, there are several reasons why this view would be infeasible:

• Clinicians already have too many accounts, don't need more of them
• Clinicians are often not technical and may not respond positively to new, information-dense dashboards
• In rural hospitals, clinicians may not have phones or cell service -- we need a more robust way to serve them alerts

New View

A dashboard that will just be on some fixed tablet in a clinician’s office. Designed to show them if any of their devices have work orders scheduled for this day/week, or which devices have work orders for preventative maintenance open

Design

Consists of a few components:

• “Week view” widget – horizontal widget
  • Shows scheduled tickets/work orders as events. Lets user pan through future weeks. Numbers for dates have some alert if there’s tickets scheduled for that day
• “Assets widget” – horizontal widget which lists assets that have open/requested work orders, but not datetimes associated with them. Goal is to show which assets might undergo maintenance in the future, even if it’s not currently scheduled

Having this take up physical space, on something that's already logged in:

• reduces clinicians having to be trained on, or even be made aware of, the details of a new web application
• solves notifications -- a department head or charge nurse can get a quick summary of information, and distill updates from there

Clicking a work-order should show a description that’s targeted to the clinician

Value to Hospitals Today

• helps clinicians and IT/vendors more effectively coordinate device availability for preventative maintenance and out-of-cycle patches, reducing mean time to remediation

Value to UPGRADE

• If remediations still incur downtime, clinicians can use this same system to serve as a HITL against automatically-scheduled remediations interfering with patient care
• CDST tie in -- explains to clinicians the importance and necessity of specific updates

Feedback from users

• Biomed thinks this could be helpful, but also doesn't want this to replace the human interaction biomed currently has with clinicians. A biomed should not rely on this to inform clinicians of updates, versus going and communicating with clinicians directly