SYSTEMTEM TO MAKE BETTER DECISIONS
The Report focuses on analyzing the practices adopted by Partners Healthcare System, a
large academic medical center in the Boston area, U.S.A., which uses sophisticated IT
systems to provide better quality and efficiency of care for patients. Three systems are
analyzed in greater detail – ERP, SCM, and CRM.
“Our mission is our
compass – to inspire,
challenge the best and
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- Current members of Partners HealthCare include:
Massachusetts General Hospital
Brigham and Women's Hospital
Brigham and Women's Faulkner Hospital
North Shore Medical Center
Martha's Vineyard Hospital
Nantucket Cottage Hospital
MGH Institute of Health Professions
Neighborhood Health Plan
Cooley Dickinson Hospital
Partners Continuing Care
- Partners HealthCare Global Mission: Caring for the global community has
been a part of the mission of Partners’ founding hospitals for 200 years.
Partners’ hospitals have many programs and centers devoted to the care of
underserved international populations, and their work is helping to make
inroads against some of the most challenging health issues facing the
INFORMATION SYSTEMS IN PARTNERS HEALTHCARE:
Partners Healthcare System has been a pioneer in introducing Information
Technology to solve many problems related to medical healthcare. They realized
the need for a transforming system that helps to reduce medical errors.
According to an independent search carried out by the firm, many of the inpatient
reactions which were fatal could be avoided by simply prescribing the right
medicine based on the case history of the patient. However, the intuition and the
localized judgment of a medical practitioner could expose the patient to such life
threatening situation. It is this gap that Partners Healthcare aims to bridge with
the innovations and systems that it has introduced in the medical fraternity.
The systems developed in-house can be broadly categorized into three
segments based on the target audience of the product:
1. System : Enterprise Resource Planning
Audience : Management/ Departments
2. System : Customer Relationship Management
Audience : Customers/ Patients
3. System : Supply Chain Management
Audience : Internal Inventory Management Department
EVOLUTION OF ERP IN PARTNERS HEALTHCARE:
Tonya Hongsermeier, a physician with an MBA degree, who was in-charge of
managing knowledge at Partners found that knowledge about clinical practise
was not centrally managed. So she worked with Blackford Middletons clinical
informatics R&D organization and set out to create Knowledge Engineering and
Management Factory that would capture knowledge at Partners and make it
available for CPOE and other online systems like LMR. This marked the
organization of IT infrastructure and updation of online knowledge environment.
USE OF ERP IN PARTNERS HEALTHCARE:
Core components of ERP were implemented which included:
- Accounting & Finance: These were billing related activities in the Hospital.
- Human Resource Management: It is the staff management system in which
everyone form doctors to nurses and helping staff were managed.
- Electronic Medical Record: The EMR was responsible for providing the basic
data about patients. It also had information...