IMS656_IM2456ST1_GROUP5_KPJ HEALTHCARE BERHAD

MANAGEMENT OF INFORMATION
SYSTEMS DEPARTMENT (IMS656)

ORGANISATION AND INFORMATION
SYSTEM IN KPJ HEALTHCARE BERHAD

Prepared by:
Siti Nur Najihah binti Basri (2019475612)
Siti Nurfarhana binti Mohd Fuat (2019207208)

Essther Esop (2019475666)

Prepared for:
Madam Noraizan binti Amran

Class:
IMS2456ST1

TABLE OF CONTENT

Abstract i

1. Introduction 2
2. Organization Profile 11
3. Information System / Apps / Tools to manage : 23
a.Personnel/Staff 24
b.Information System 26
c.System/computer network 28
d.Data/Database 30

4. IT/IS Customer Support Services 34
5. IT/IS Manual/Procedure/Standard 36
6. Issues and challenges of IT/IS in organization 38
7. Recommendation and Conclusion 40
References

ABSTRACT

The Group has been a leader in the since 1997, has successfully met the
Group's information demands. KPJ believes
healthcare sector since it opened the first that digital technology will help elevate the
service offerings, by transforming the
private speciality hospital in Johor in 1981. customer experience and fostering a closer
relationship between medical professionals
More than 28 specialty hospitals are part of and patients. With the pandemic altering
entire industry landscapes, the next level of
KPJ's integrated network, which is spread customer service will take a hybrid form,
combining elements of online and physical
out over the country and is guided by its interactions. One of the software that KPJ
has adopted is IBM Watson for Oncology, a
fundamental principles of Safety, Courtesy, cognitive computing platform to offer
knowledge that helps doctors to deliver
Integrity, Professionalism, and Continuous cancer treatment options that are
supported by evidence.
Improvement. The KPJ Group established
i
itself in healthcare-related fields outside of

hospital-based care, mainly KPJ Senior

Living Care services and Healthcare

Education. Among the medical services

provided by KPJ are Bariatric Surgery,

Centre For Sight, Dental Specialist Centre,

Laboratory Services, Rehabilitation Centre

and Senior Living Care. KPJ Healthcare

Berhad also offers pathology services,

central procurement, retail pharmacies,

hospital development and commissioning,

nursing, health sciences, and ongoing

professional healthcare education.

Standard Personnel Module is one of the

application systems used in the Human

Resources department in KPJ. As a result,

KPJ has set up the Human Resources

Information System (HRIS) in their system

in order to manage any employee-related

tasks such as ESOS, e-claim, and time

management. The HITS system integrates

all aspects of hospital management,

including patient service operations from

registration through invoicing. HITS is a

really dependable and strong system that,

INTRODUCTION

SITI NURFARHANA BT SITI NUR NAJIHAH
MOHD FUAT BINTI BASRI
2019207208 2019475612

ESSTHER ESOP 2
2019475666

1.
0

INTRODUCTION TO
3 MALAYSIAN

PUBLIC SECTOR

33

Address: Website:

Block C1-C3, Complex C, https://www.jpa.gov.my/en/
Federal Government
Administrative Centre,
62510 Federal Territory of
Putrajaya, Malaysia.

Location Map:

Contact Info:

Phone Number:
03 8000 8000
Email:
[email protected]

4

Address: Website:

Perak Techno Trade Centre, https://www.digitalperak.co
17th Floor, Off, Jalan m.my/
Jelapang, Bandar Meru Raya,
30020 Ipoh, Perak

Location Map:

Contact Info:

Phone Number:
05-526 1881
Email:
[email protected]

5

Address: Website:

Hospital Kuala Lumpur,
http://www.hkl.gov.my/inde

50586 Jalan Pahang, Wilayah
x.php
Persekutuan Kuala Lumpur.

Location Map:

Contact Info:

Phone Number:
03-26155555
Email:
[email protected]

6

1.0



INTRODUCTION
TO 3 MALAYSIAN
PRIVATE SECTOR

7

Address: Website:

Menara KPJ, Level 12, 238, https://www.kpjhealth.com.
Jalan Tun Razak, 50400 my/
Kuala Lumpur
Contact Info:
Location Map:
Phone Number:
03-2681 6222
Email:
[email protected]

8

Address: Website:

Kelana Parkview Tower, https://www.accenture.com/
Suite 2.09(A), Block E, Level my-en
1, 1, Jalan SS 6/2, Kelana
Jaya, 47301 Petaling Jaya, Contact Info:
Selangor.
Phone Number:
Location Map: 03-78064618

9

Address: Website:

Hup Seng Perusahaan
https://www.hupseng.com/
Makanan (M) Sdn. Bhd. 14,

Jalan Kilang, Kawasan
Contact Info:
Perindustrian Tongkang

Pecah, 83010 Batu Pahat,
Phone Number:
Johor, Malaysia. 0607 4151211
Email:
Location Map: [email protected]

10

2.
0

ORGANISATION
PROFILE

11

KPJ HEALTHCARE BERHAD

The largest supplier of private healthcare private healthcare sector serve as a
services in Malaysia is KPJ Healthcare competitive advantage. The Group's
Berhad (sometimes known as "KPJ" or hospitals are conveniently placed around
"the Group"). The Group has been a the country and provide a wide variety of
leader in the healthcare sector since it medical specialised services, many of
opened the first private speciality which are significant firsts for the
hospital in Johor in 1981. More than 28 country's healthcare sector.
specialty hospitals are part of KPJ's
integrated network, which is spread out Additionally, KPJ has advanced
over the country and is guided by its
fundamental principles of Safety, remarkably in the use of incorporated
Courtesy, Integrity, Professionalism, and
Continuous Improvement. The Group Group-wide technologies. The
presently owns two hospitals in
Indonesia, a major stake in a hospital in implementation of cloud computing has
Bangkok, and a hospital in Bangladesh
as a result of its international improved medical consultants' capacity
development. Along with its own Senior
Living Care (SLC) centre at Tawakkal to evaluate patient data in real-time and
Health Centre (THC) in Kuala Lumpur,
KPJ also has assets in retirement and guarantee flawless service delivery. The
aged-care resorts in Australia, Sibu,
Sarawak, and Kuantan. KPJ's vast reach KPJ Clinical Information System is
and presence in the fiercely competitive
constantly being improved in order to

better optimise the processing of patient

records and boost hospital efficiency

(KCIS). In addition to the clinical

technology found in its institutions, KPJ is

looking at ways to incorporate digitised

medical technology into daily living.

12

KPJ's E-Pharmacy with online ordering, The Integrated Management System
wearable technologies, robots, artificial (IMS), which integrates and places an
intelligence (Al), and the Internet of emphasis on the Quality Management
Things are a few of the projects in the System (MS ISO 9001:2015), the
works (loT). The Group is based on solid, Environmental Management System (MS
trustworthy roots thanks to its significant ISO 14001:2015), the Occupational
expertise in hospital construction and Safety and Health System (OHSAS
management spanning more than three 18001:1999) Systems, as well as other
and a half decades. These provide a ISO and SIRIM certifications, has certified
sturdy foundation as the industry the KPJ hospitals.
develops and changes throughout time.
KPJ has always put the needs of the
The KPJ Group established itself in community first, and we communicate
healthcare-related fields outside of with the disadvantaged through a variety
hospital-based care, mainly KPJ Senior of means. Providing care through our
Living Care services and Healthcare network of Klinik Wakaf An-Nur (KWAN)
Education. With the rising consumer charity clinics is what we refer to as
demand, these booming sub sectors community service. Currently, Malaysia
have enormous potential in the future. has 18 KWAN clinics, 1 Hospital Waqaf
KPJ continues to be acknowledged by An-Nur (HWAN), 5 mobile clinics in
accreditation organisations including the Kuala Lumpur, Johor, Selangor and
Joint Commission International and the Kelantan.
Malaysian Society for Quality in Health
(MSQH) (XI).

13

Product/Services

1. Bariatric Surgery
KPJ Healthcare provided bariatric surgery which is a type of weight loss
surgery. This involves making changes to your digestive system to help you
lose weight. Bariatric surgery is done when diet and exercise haven't
worked or when you have serious health problems because of your weight.
All work to achieve weight loss by restricting the volume of a patient's
intake.

2. Centre for Sight
The Centre For Sight was established by an Ophthalmologic Surgeon

highly skilled in dealing with corneal diseases and problems involving the
front of the eye. The facilities in KPJ centre include technologically
advanced and sophisticated equipment that together with the expertise of
the ophthalmologist offer quality eye care. KPJ Healthcare provides
Phacoemulsification surgery. .Other than that, there is also a service for dry
eye, cornea, glaucoma, oculoplasty, refractive error and vitreoretinal.

3. Dental Specialist Centre
KPJ Tawakkal-Dental Specialist Centre provides a wide range of dentistry
services with latest facilities and experienced staff. In order to provide
better service to patients, the centre has been upgraded with the latest
equipment complete with a comfortable ambiance specifically for dental
specialist services. KPJ KL Dental Specialist Centre provides a wide range
of specialist services, featuring multidisciplinary clinics for oral & dental
health. The centre has the latest equipment complete with comfortable
ambience especially for general dental care, orthodontics (braces), oral &
maxillofacial, implants, prosthodontics, periodontics and cosmetic dentistry.

14

Product/Services

4. Laboratory Services
Lablink is developing a reference centre for KPJ's laboratories, equipped
with the latest technology that meets international standards for the
services offered. Most notably, Lablink Central is the first private laboratory
in Malaysia to comply with Biosafety Laboratory Level 3 (BSL3) for high
communicable disease testing. Among the services offered at KPJ
Laboratory is Haematology treatment, Biochemistry and Clinical
Immunology, Microbiology, Histopathology, Cytopathology, Transfusion
Medicine and Molecular Diagnostics.

5. Rehabilitation Centre
KPJ KL Rehabilitation Centre provides comprehensive rehabilitation
focusing on intensive and interactive Neurological/Stroke rehabilitation
programs for chronic and acute neurological/stroke patients with all levels
of disability. KPJ provides a multi-disciplinary approach to rehabilitation
combining Rehabilitation Physician, Physiotherapy, Occupational Therapy,
Speech Therapy and Psychologist. The goal is to help patients gain
independence and confidence to carry out their daily activities.

6. Senior Living Care
Senior Living Care aims to cater for senior citizens, especially those

needing assistive nursing care services. Senior Living Care opens up a
home like environment that will provide quality care to all residents
regardless of ethnicity, social status, religion, belief or political affiliation.
KPJ services comprise of the values that focus on efficient and effective
care with empathy and compassion. This nursing home will be supported
by other established services such as rehabilitation, dental, eye care and
haemodialysis.

15

Organisational Chart

16

Department/Unit in
KPJ Healthcare
Berhad

With a network of 21 facilities throughout Malaysia, KPJ
Healthcare Berhad is one of the nation's major providers of
private healthcare services. In addition to hospital
management, KPJ Healthcare Berhad also offers pathology
services, central procurement, retail pharmacies, hospital
development and commissioning, nursing, health sciences, and
ongoing professional healthcare education. Therefore, KPJ
healthcare Berhad certainly has a lot of departments.

1.
Cardiology Department
Cardiology is a medical department that deals with diagnosis and treatment of
diseases related to the heart. This department deals with any decision regarding
surgeries, treatments, medicines, or consultations related to heart illness.

2. Radiology Department
The radiology department uses imaging methods to diagnose or treat various
illnesses within the patient's body , including X-ray, ultrasound, computed
tomography (CT), nuclear medicine, and magnetic resonance imaging (MRI).

17

Department/Unit in
KPJ Healthcare
Berhad

3. Information Technology Department
Responsible for maintaining clinical software and other operations that help
employees to keep patient records, personnel records, medical data, admissions
systems, etc.

4. Marketing Department
This department is required to promote healthcare services of KPJ Berhad by
advertising, branding, and through promotional strategy to improve the community
health.

5.
Finance Department
This division is in charge of managing salaries and keeping financial reserves for unforeseen
costs. It is also responsible in completing service sales, handling payments made by or to the
healthcare organisation, preserving receipts from business purchases, and fulfilling purchase
orders for supplies or equipment.

6. Human Resource Department
This department will be prepared when it comes to meeting the personnel demands
of both employers and workers. This department's duties include managing
personnel-related parts of operations such as shifting shifts and pay schedules,
comprehending regulatory requirements, and increasing patient satisfaction.

18

Personnel in KPJ
Healthcare
Berhad

1. 2.

Digital Strategist Chief Technology Officer

Digital strategists are in charge of A chief technolog
y officer (CTO)
managing all the related
marketing platforms to launch a is a senior executive who is in
marketing strategy or advertising charge of the whole IT
a good or service. They are the department in the organisation
experts when it comes to working and is in charge of incorporating
with other companies to promote business objectives and demands
KPJ's products and services. They into IT strategy and operations.
must thus think about creating a
distinctive brand identity for the
company.

19

Personnel in KPJ
Healthcare
Berhad

3. 4.

Pharmacy Assistant IT Infrastructure Manager

To produce
prescriptions for The Infrastructu
re Manager is

patients as prescribed, they are responsible for the design,
responsible for counting pills, installation, maintenance, and
labelling bottles, pricing, and retirement of the organisation's
compounding pharmaceuticals. system. The services that are
Answering phones, taking managed by this personnel are
prescription orders and entering mostly related to Information
them, running cash registers, and Technology.
replenishing goods are all
administrative tasks that are
performed.

20

Personnel in KPJ
Healthcare
Berhad

5. 6.

Dietitian IT Executive

Dietitian is a healthcare IT executives ar
e in charge of
professional that is expert in
identifying and treating disease managing staff, organising
that is related to malnutrition.
They will usually offer advice on software upgrades and
food and nutrition to help
patients improve their health and implementation, calculating the
wellbeing.
IT budget and technology

requirements, and assuring system

security.

21

Personnel in KPJ
Healthcare
Berhad

7. 8.

Finance Clerk Consultant Radiologist

The responsibilities of the finance Consultant Radiologist is a
clerk are quite varied. These healthcare professional that are
responsibilities include payroll, specialist in examining and
accounting, bookkeeping, and interpreting x-rays, CT scan, MRI
financial reporting. Because of the scans, PET scans and bone scans.
nature of the job, compensatory
time may be required, including
nights, weekends, and holidays.

22

3.0

INFORMATION

SYSTEM / APPS


TO MANAGE




23

Personnel:

HRIS

Overview:

KPJ has set up the Human Resources Information System
(HRIS) in their system in order to manage any employee-
related tasks such as ESOS, e-claim, and time management.
HRIS is an intersection of human resources and information
technology using a Human Resources software which enables
HR tasks and procedures to be carried out. All employees in
KPJ Hospitals are expected to use their employee management
system (EMS) which is a customized HRIS related to Human
Resource Management (HRM) activities for the hospital.
HRIS makes HRM's job simpler and more effective when it
comes to keeping the data of their staff updated. Users are able
to observe best practices and seek the best knowledge through
various learning opportunities with HRIS. This is because it
supports the decision-making process by providing the
necessary information to employees and staff. It was proven
that KPJ takes Human Resources Management very seriously
because one of the main activities listed in their financial
statement is providing HR training services and rental of HRIS.

24

Features and Functionality:

Centralised Database Time and Absence Management

A centralised cloud HRIS software HRIS handles problems related to time
contains all the sensitive and management by implementing
confidential data. With the help of this automatic recording and transmission of
function, the system is able to enhance time sheet entries, personnel deployment
data integrity, lessen process and data planning, tracking and managing
redundancy, boost productivity, boost holidays, detailed analysis, and
the efficiency of HR staff members, and integration with payroll accounting.
save expenses. The HR department can HRIS does boost the quality of life in
also save a huge amount of time and KPJ Healthcare and their employee
effort since any change to the primary satisfaction since its management is
database will then influence all organised and user-friendly
modules.
Payroll
Employee Integration
HRIS software may manage the
With HRIS being connected to a cloud payroll process from start to finish by
database, the necessary paperwork is applying various functions that-
finally taken out of the integration automate the payment process,
equation. With scanned papers, automatic calculation of taxes,
automated workflow, a predefined ensuring compliance with the law,
checklist, and simple digital forms, sending automatic reminders,
employees may complete the enhancement of self-service options
integration process in 15 minutes. for employees. These functions are
able to happen because HRIS is
integrated into the accounting
module and the presence management
system.

25

INFORMATION SYSTEM:

HITS

The Group has a strong, committed team of IT The Hospital Information System is a
professionals to deliver and manage its collection of completely integrated hospital-
internally developed integrated systems, which wide information systems that support the
include the Hospital Information Technology operations (HIS). The hospital's operations
System ("HITS"). Information technology management is the main area of
continues to be the foundation of hospital concentration.
operations. The HITS system integrates all
aspects of hospital management, including FEATURES AND FUNCTIONALLY
patient service operations from registration
through invoicing. Since 1997, HITS has been a The KPJ information system team created
really dependable and strong system that has the Hospital Information System (HITS),
successfully met the Group's information which can combine accounting, centralised
demands. It also includes functionality for billing, inventory, pharmacy, management,
financial and material management modules. and other functions. Wards, Ancillary
departments, Pharmacy, Purchasing,
The hospital's extremely complicated Clinics, and the Business Office may all use
organisational structure and activities are HITS. Since it is online and real-time, data
complemented by the information management can be gathered and evaluated quickly,
system. Its scope, substance, and organisation all ensuring the quality of the data. Despite
have various purposes. It includes a number of being user-friendly, HITS is run under
programmes and subsystems that make best use stringent accessibility guidelines to
of computerization and information technology guarantee its secrecy and dependability. The
to improve the hospital's service delivery. The Personal Data Protection Act (PDPA) of
different tasks and services that information 2010's guiding principles for protecting
systems may enable can generally be classified personal data have been followed by HITS.
into two major categories:
26
The primary activity is patient care.
Taking care of the hospital as a business
company, a provider of hospitality services,
and a real estate asset.

INFORMATION SYSTEM:
HITS

The hospital's extremely complicated organisational structure and activities are
complemented by the information management system. Its scope, substance, and
organisation all have various purposes. It includes a number of programmes and subsystems
that make best use of computerization and information technology to improve the hospital's
service delivery. The different tasks and services that information systems may enable can
generally be classified into two major categories:

The primary activity is patient care.
Taking care of the hospital as a business company, a provider of hospitality services, and
a real estate asset.

27

SYSTEM/COMPUTER NETWORK
IN THE ORGANISATION

Overview:

The fourth industrial revolution is expected to change the whole dynamics of the
industrial sector which can help in the advancement of the sectors. The healthcare
sector is also developing with the help of these industrial practices. The optimum
inclusion of the technological activities such as AI, sensor technology, cable devices
and others is constantly improving the standards in the healthcare activities which
is helping in the better treatment of the patients and quick recovery of the patient.
The process has helped the organisations in the healthcare industry to focus on the
quick recovery of the patients in the recent COVID-19 pandemic situation. It has
created a reliable and effective medium of treatment for the patients in the global
healthcare sector.

The major technologies which are emerging from industrial revolution 4.0 are AI,
IoT, cyber physical systems, cloud computing, cognitive computing and industrial
internet of things. IoT technology refers to the network which is associated with
physical objects. It defines the process for the connection of the sensors, network or
other objects with internet objects. The process is crucial for the exchange of
information with different types of systems and software with the help of objects
available on the internet.

KPJ believes that digital technology will help elevate the service offerings, by
transforming the customer experience and fostering a closer relationship between
medical professionals and patients. With the pandemic altering entire industry
landscapes, the next level of customer service will take a hybrid form, combining
elements of online and physical interactions. To achieve this, the Group’s Digital
Transformation Plan will continue to leverage Industry 4.0 technology such as
cloud services, the Internet of Things, 3D Printing and Big Data.

28

Features and Functionally

The KPJ also plans that with this system network it will produce:

Customer service excellence: The focus of new digital services and also technology
development shall be on providing the best-in-class healthcare experience for patients,
providing personalised engagement and thus creating loyalty for KPJ.

New business models: Introducing continuous healthcare innovations and creating new
revenue streams for KPJ.

Operational excellence: Improving agility and performance by streamlining business
processes and creating mobility for our workforce while enhancing efficiency

Converged technology platform: Consolidating infrastructures and applications into
private cloud, providing a seamless integration and faster Go-toMarket.

Shared services and standardisation: Managing complexities and scalability by
streamlining service experience, managing cost, and simplifying and enabling rapid
deployment.

Best of both worlds: Combining the best of customised and off the shelf solutions to
resolve some of the critical issues currently faced by leveraging existing knowledge
instead of reinventing the wheel.

Best practices in project management & IT governance: Adoption of the best practices
and methodologies in project management and IT governance to ensure project
execution will meet the expectations of business and ensure the IT environment is
secure, stable and robust for KPJ.

29

Data/Database:

IBM
WATSON
ONCOLOGY

Overview:

As a healthcare industry, databases and data of the patients or employees are
strictly confidential. Thus, it’s becoming essential to create a system to store all
those private data and databases. One of the software that KPJ has adopted is IBM
Watson for Oncology, a cognitive computing platform to offer knowledge that
helps doctors to deliver cancer treatment options that are supported by evidence.
However, this system is only available in 5 KPJ's specialist hospitals which are the
KPJ Damansara Specialist Hospital, KPJ Ampang Puteri, KPJ Johor, KPJ Ipoh, and
KPJ Sabah. Clinicians may use this platform as a cloud-based software to access it
whenever they need to. As well as providing information to oncologies so they can
provide patients with treatment options based on training from MSK oncologists,
it is recognised to assist doctors in summarising a patient's diagnostic and
therapeutic qualities.

30

Additionally, it had more than 100 million patient records, more than 200
textbooks, and more than 300 medical publications, all of which may be utilised to
shed light on various treatment choices. Although Watson for Oncology makes
treatment recommendations, it is ultimately up to the doctor to select the option
that is both medically and financially the best fit for a certain patient.

To help doctors create treatment strategies for various diseases, Watson for
Oncology now has data on breast, lung, colorectal, cervical, ovarian, gastric,
prostate, and bladder cancers. More data on cancers are being added and nearly
90% of oncology is now covered including information on additional diseases such
as Hodgkin's and non-lymphoma, Hodgkin's kidney and liver tumours.

IBM Watson for Oncology has been developing quickly. The system will provide
recommendations for the 12 cancers that make up 80% of cases worldwide at the
end of each year. Doctors may undoubtedly save time while still providing patients
with high-quality treatment thanks to it. Watson for Oncology can use artificial
intelligence to filter through mountains of data to discover new insights and, even
new approaches to cancer treatment. Having data from many more cases allows
doctors and medical professionals to identify a pattern in an illness. They can pick
precision medication and customise their care with the use of this pattern.

(A screenshot of Watson for Oncology displaying the evidence extracted from the
medical literature to support classification.)



31

Features and Functionality:

1. Databases

Databases are usually kept electronically in a computer system in an ordered
collection of structured data. Typically, it is controlled by a database
management system (DBMS). IBM Watson stored their data on different types of
cloud databases such as IBM Cloud Databases for Elasticsearch, IBM Cloud
Databases for EnterpriseDB, IBM Cloud Databases for MySQL, IBM Cloud
Databases for PostgreSQL, and IBM Cloud Databases for Redis.

2. Integration

IBM Watson allows their software to integrate through APIs, messaging and
networking tools. The tools that it uses are IBM API Connect- a toolkit to rapidly
create, secure and manage APIs., IBM App Connect- codeless connector for the
data, apps, and APIs., IBM Aspera on Cloud- use for moving large files., Secure
gateway- secure tunnels between cloud and external environments., and IBM
Lift- a toolkit to migrate on premises data to the cloud.

3. AI or Machine Learning

The AI that are available are: IBM Watson Assistant- a virtual agents that are
customizable to any domain., IBM Watson Discovery- a search and analytics
engine that adapts to custom domains., IBM Watson Knowledge Catalog- SaaS
for AI data management., and IBM Watson Knowledge Studio- a visual interface
to teach Watson domain-specific knowledge.

32

Features and Functionality:

4. Storage

The storage feature allows the system to store, migrate, and back up their data.
There are a various kind of storage system in the software which are IBM Cloud
Backup- a fully encrypted backup and recovery across multiple datacenters., IBM
Cloud Block Storage- the lowest latency, highest redundancy data storage
option., IBM Cloud File Storage- a simple solution for data organized into files
and folders., and IBM Cloud Object Storage- an unstructured cloud data storage
with an API frontend.

5. Storage

IBM Watson provides security features to secure its cloud resources and simplify
regulatory compliance; there are several security modules in the system that
help in protecting the cloud databases. There are IBM Cloud Hardware Security
Module, IBM Cloud Pak for Security, IBM Key Protect, SSL Certificates, IBM Hyper
Protect Crypto Services, IBM Cloud Secrets Manager, and IBM Cloud Data Shield.

33

4.0
IT/IS CUSTOMER SUPPORT

SERVICES (CSS) / HELPDESK IN


THE ORGANISATION

Overview

KPJ Healthcare ensures continuous patient care via teleconsultation and
improves communication and collaboration among employees and stakeholders


to ensure business is not disrupted during COVID-19 with Google Workspace.

On a mission to provide quality healthcare services to people and communities,
KPJ Healthcare offers a network of specialist hospitals, labs, and healthcare
solutions in Malaysia and across the Asia-Pacific region. 38 years of experience


in providing healthcare facilities places the organisation at the forefront of the

healthcare industry in the region today.

To remain up-to-date with the latest medical advancements and maintain
operations across its 28 hospitals with labs setup in each of the hospitals, it is
important to have a stable and reliable platform for communication so that
teams can easily reach each other and be ready to respond to any situation. KPJ
Healthcare has a large network of internal and external stakeholders around the
region, all with different needs and priorities. This is why it is important to
have a reliable platform to ensure seamless communication and collaboration
between patient and doctor.

Infographic posted in KPJ Bandar Maharani
Facebook about Telemedicine Services

34

Features & Functionally

Meeting patients virtually with teleconsultation services



Another key strategy for KPJ Healthcare during Covid-19 Pandemic is to offer continuous
patient care via teleconsultation services so that patients don't have to attend its clinics in
person. This is particularly important for patients with recurring follow-up appointments, since
the doctors would already be familiar with their condition. While this was already in the plan,
implementing Meet for teleconsultation purposes had to be sped up during COVID-19 to
continue providing health services to patients while they remained safely isolated as the
pandemic unfolded. During the MCO, patients tend to postpone all visits for non-critical
illnesses due to fear of infection, so having a teleconferencing service meant that patients could
continue with their doctor appointments without leaving home. After the teleconsultation
sessions, the patients would have their medication delivered to their doorstep. But unlike
regular meetings, medical consultations need to be compliant to the KPJ’s internal policies and
procedures. This is why all teleconsultation sessions must be recorded as evidence to protect
both the doctor and patient in case any legal cases come up. For that reason, having unlimited
storage is imperative to ensure that it never runs out of space during a session.



An intuitive platform that appeals to users



KPJ Healthcare in February 2019 is the organisation that runs three separate email and
collaboration platforms. It had to consolidate all of these platforms to save time and streamline
some of the processes. Maintaining three different platforms was not only costly, but also
proved to be inefficient and time-consuming because they each had a unique setup and
architecture to be managed and maintained. After exploring the different options available,
Google Workspace stood out due to its ease of use and affordability. KPJ Healthcare employees
come from a wide range of age groups with different levels of experience and expertise when it
comes to technology. So having a tool that is simple and intuitive was necessary so that everyone
could adopt it easily. For that reason, choosing Google Workspace was a no-brainer.Today, KPJ
Healthcare employees use Calendar and Gmail for scheduling events and email communication,
Docs and Sheets for document collaboration such as working together on the same documents
in real time, and frequently use Google Meet for meetings online. Many employees also use
Forms and Sites to collect customer feedback and run surveys related to their services.

35

5.0.
IT/IS MANUAL/PROCEDURE/

STANDARD

Overview:

A policy and procedure manual is a written statement that specifies all of the
policies, procedures, best - practice,
and rules that employees must follow. The
objective of the KPJ healthcare IT manual is to give a regulation and procedure in
evaluating current standards and practises at hospitals in line with the norms of
care, health services policy and procedures, and licensing criteria. Another
purpose of this manual is to discuss hypothetical scenarios and suggest measures to
follow in certain scenarios. However, most situations are up to each individual
employee on how to handle it.

his manual consists of various types of policies that are related to the IT
department. One of the policies included in the handbook is the Acceptable Use
Policy which is a policy that establishes the acceptable usage guidelines for all KPJ-
owned electronic devices. The electronic equipment that are provided by KPJ are
computers, network equipment, audio or video equipment, and software.

The next policy is the backup policy. KPJ maintains a cloud based system to hold
and retain all essential data for each department in the organisation. By having a
secured cloud based system, KPJ is able to secure a backup capability to make sure
that all data is safe and accessible if there is a disaster happening to the
organisation which can lead to data being destroyed. This policy applies a regular
backup schedule so that they are able to recover a file or folder efficiently. Any
information about the backup datas can be found in their Disaster Recovery Plan.

This manual also includes data protection principles that consist of law and
regulations about data. It stated a few rules on how to manage confidential data
where- it should be processed fairly and lawfully, obtained only for the purpose
specified, data must be updated and accurate, and it also should not be kept for
longer than is necessary.

36

There is also a handbook for the students of KPJ International College of Nursing
and Health Science. In this handbook, it mentioned about the policies of IT
facilities in that institution particularly about the use of the computers in the
laboratory. Students are allowed to use the computer laboratories during the
operation hours only, they must use their student card when using the computer,
students must log off from the computer, are required to bring their own papers
for printing, and students will be held responsible for damaged equipment in the
computer laboratories.

Features and Functionality:

Telemedicine
An online booking system for appointments. that is suitable for patients that
could not leave their home for certain reasons. Telemedicine allows patients to
consult with their doctors through an online platform which is Google Meet.

Employee Self Service (ESS)
Employees can use ESS to gain access to HR-related information and software
via the organisation's intranet or online portal. Self-service systems guarantee
that employee data are frequently updated. The self-service system offers
advantages which are- ensure that employee records are updated regularly, help
the HR department to work efficiently, the time tracking and payroll are
accurate, can be accessed anytime from anywhere, and manage time off with
ease.

Automated Dispensing Medication System
It allows users to store their medication in a patient care unit along with
computerised tracking of narcotic and restricted drug usage. Reports can be
created to help in the detection process and prevention of possible diversion.

37

Unexpected downtime

In today's highly networked healthcare facilities, an unexpected
failure of health IT systems might result in chaos. The
repercussions can be disastrous in terms of potential patient
safety hazards, financial costs to provider organisations, or
decreased physician confidence in health IT.

ISSUES

Reluctance to switch to digital systems from manual ones

Especially for the old generation, they did not live with the
technology before, they are still in denial with ‘why we must use
the technology?’, ’why can’t we just use paper instead?’ They find
it hard to use and hard to understand the technology. This makes
users hesitant to switch to new technology because of how
comfortable and simple their existing systems are to use.

38

Threat of cyberattack

Since the Internet of Medical Things (IoMT), which consists of
medical equipment and apps, has grown quickly, cyberattacks
have become a serious worry. Devices in the IoMT ecosystem may
be insecure by default, leaving them open to cyberattacks. The
growth in the volume and accessibility of healthcare data is
another factor contributing to the hazards associated with
cyberattacks. In the previous two years, there has been an 878
percent increase in healthcare data.

CHALLENGES

Strict rules of compliance and data integrity

Any firm involved in the healthcare sector is required to abide by all

applicable laws and regulations. Healthcare absorbs new technology

just like any other sector, but the process is complicated by the

numerous strict rules and regulations. As a result, hospitals and other

healthcare institutions avoid utilising cutting-edge technology. These

rules are in place for a reason since incorrect data input leads to

inaccurate information, which may be terrible for the business from

an administrative or even medical aspect. 39

Recommendation


Backup storage and restoration

The best strategy to reduce the harm a cyberattack causes is to
use restoration, offline storage, and seamless backup methods.
The frequency of backups can be chosen to be in real time,
hourly, daily, or every twelve hours. Regular checks should be
made to ensure that restoration from backups is error-free, and
backups should be constantly monitored. Particularly effective
against numerous ransomware threats is this security technique.

Keep the systems and software updated

Cyber assaults frequently occur as a result of vulnerabilities in
your systems or software from out-of-date software or systems.
Cybercriminals also take advantage of these vulnerabilities, which
are used by hackers to enter your network. It's sometimes too late
to take precautionary measures once they are there.

40

In conclusion, KPJ Healthcare has now served the community
for more than 41 years since the opening of the first hospital in
Johor Bahru in 1981. Today, the network of hospitals spans
almost every state in Malaysia and serves more than 2.6 million
patients annually. KPJ Healthcare is committed to investing in
leading edge equipment and state-of-the-art medical technology
in our effort to provide positive patient experiences as well as
enhance medical and surgical outcomes. The constant
development of information systems and networks helped in the
smooth growth of the operational system and advanced
infrastructure for the KPJ Berhad hospitals. With good customer
support services as provided in the KPJ Healthcare organization,
it can increase profit and customer loyalty. To protect
organizational databases from any threat, protect the networks
by setting up firewalls and encrypting information.

41

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