Social Service eManagement in Hospital de Santa Maria (HSMSSOCIAL)

Case by the Hospital de Santa Maria’s Administration Council. This case was launched because of the high rate of inefficacy dealing with the Social Service’s files. This case is set out to simply and accurately register all relevant data, providing an easy-to-use way of accessing and dealing with useful information. There was too many paper files and processes, difficult access to statistical data, too much time wasted by social assistants in desk activities leaving less quality time for citizens who address the Hospital’s Social Service.

Policy Context

Social affairs (health, pensions, social security, etc.) Government objective to bring innovation to Portugal. Health Ministerial strategy, to bring health care to the XXI century. The Hospital’s Administration policy and process of reforming this huge Institution. The new technological program put out from the Hospital’s Information Technology Service.

Description of target users and groups

The target group is citizens that need special attention from social care services. Around 12.000 each year.

Description of the way to implement the initiative

Between public administration and private sector Multi-channel issues: PC's and mobile devices.

Main results, benefits and impacts

Maximize efficiency, and ease social assistants activity in this area. Cost control and allocation of equipment and material used by patients. Manage citizen’s information and social demographic characterization. Management and follow-up of social interventions and episodes. Management of hospital equipment and material in use. More precise and accurate knowledge of the causes and effects related to social needs. It’s a flexible system, user-friendly, giving holistic information about citizens who address the Hospital’s Social Service. This relevant data is essential to a good and efficient activity control. 33 social assistants. In 2006 were attended 12.140 patients in need of social care. Innovation: The novelty lies on the cross-data references that social assistants have access to. This brings better knowledge and helps decision making easier and suitable to everyone’s needs.

Return on investment

Return on investment: Not applicable / Not available

Track record of sharing

Shared good practice in a Conference at IPO of Coimbra on March 2007, called "Encontro de Serviço Social em Cuidados de Saúde Primários. Organization - Associação dos Profissionais de Serviço Social.

Lessons learnt

Eye-to-eye contact with citizens should be the main goal. eSolutions save time. Social care = health care. Scope: International, National