Faro Hospital provides medical services for citizens in the Algarve region of Portugal. The organisation wanted to improve decision making and increase efficiency. It deployed a business intelligence solution based on Microsoft SQL Server 2008 R2 data management software. Funding and resourcing strategies are now based on accurate, real-time data, which has helped the hospital reduce costs and improve patient care.

Business Needs
Founded in 1979, Faro Hospital provides medical services for more than 250,000 people in the Algarve. The hospital complex covers 46,500 square meters and has 530 beds. In December 1999, it became a state-managed organisation, with specific government targets. In addition to providing high-quality medical care to patients, the hospital managers needed to streamline processes and minimise costs.

With SQL Server 2008 R2, we can identify areas where we are failing to get a return on investment. We can then reallocate these resources to make sure everything is as cost-effective as possible. Francisco Serra, Head of IT Strategy, Faro Hospital

Until recently, each department used its own applications to manage patient records and employee schedules. Francisco Serra, Head of IT Strategy for Faro Hospital, says: “It was slow—often impossible—to share information across departments quickly.” For example, any time nurses needed outpatient treatment information they had to request a manual transfer of the records from the outpatient clinic. This slowed patient treatments, and prevented the hospital from providing the quality of care to which it aspired.”

This lack of integration also delayed decision making. “It took a long time to consolidate sufficient information to achieve an overview of the entire hospital,” says Serra. “Managers had no day-to-day view of the organisation’s activities, so it was difficult for them to make crucial decisions quickly. For example, if a problem occurred, such as a need to arrange cover for a surgeon or specialist, it was impossible to make a fast decision about how to resolve it.”

Collecting the data was also a lot of work for employees. “Staff were spending too much time collecting, organising, and re-entering information, instead of doing their jobs. For example, if an employee needed information from another department, such as medical records, it would have to be requested and manually delivered. We needed to increase employee efficiency and start generating a better return on investment from our workforce,” says Serra.

Solution
In January 2009, Faro Hospital engaged with Microsoft Services to create a hospital management solution based on Microsoft SQL Server 2008 data management software, Microsoft Office SharePoint Server 2007, and Microsoft Office PerformancePoint Server 2007 business intelligence software. The solution consolidates data, such as patient records, appointments, and staff schedules, into a centralised repository. The organisation looked at solutions from a number of vendors, before choosing Microsoft technologies. “We wanted an integrated, scalable environment and SQL Server 2008 was the perfect fit for Faro Hospital,” says Serra.

Office SharePoint Server 2007 acts as the hospital intranet where employees can update and view patient data. If a patient is transferred to a different department or specialist, this information is always captured in Office SharePoint Server 2007, ensuring that treatment history can be accessed by doctors and nurses in different departments.

Office PerformancePoint Server provides key performance indicator dashboards for managers and executives. Managers can monitor daily government targets, such as the number of patients treated by different departments.

With Microsoft SQL Server 2008 Reporting Services tools, the company uses predefined reporting templates that help analyse common activities, such as appointments and treatments, and create reports as necessary.

Benefits
Since deploying SQL Server 2008, Faro Hospital can make decisions based on real-time data. This helps the hospital to manage resources effectively, minimise costs and reduce employee workloads. As a result, patient and employee satisfaction has increased.

• Managers make more informed decisions. Faro Hospital creates reports with up-to-date information about every part of the hospital, and can make intelligent decisions based on that data. Serra says: “What’s great about SQL Server 2008 R2 is that we can pay attention to the details. If a problem occurs—for example, long waiting times, an absent surgeon, or a patient being readmitted—we can see why it occurred, and refine processes to prevent it from happening again. “

• Costs are reduced. “With SQL Server 2008 R2, we can identify areas where we are failing to get a return on investment,” says Serra. “We can then reallocate these resources to make sure everything is as cost-effective as possible.”

• Quality of care has improved. Patient appointments are easier to manage than before. Serra says: “We can optimise the number of patient appointments in a day, because we can forecast them more accurately. By looking at historical data we can get a good idea of how many employees are needed to meet patient demands, and plan for cover if any personnel are absent on leave or as a result of sickness.”

• Patient care has improved. Because different departments can collaborate more efficiently, patients get a better service. Serra says: “All departments have access to accurate data, and can share information, such as medical records, with ease. As a result, patients receive a consistently good service across all departments, getting care very quickly.”

• Employee satisfaction has increased. “Employees have noticed a distinct improvement in services, and are much happier as a result. There’s less pressure on them because planning has improved, and they have more time available to do their jobs,” says Serra.

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