With the development of the times and China's accession to the WTO, hospital information management has become one of the standards for measuring the level of hospital management. Information management has gradually entered the medical and health field, including video phones, surveillance systems inside and outside the hospital, remote consultations, and medical inventory Timely inquiry, employee information communication, high-risk ward monitoring, live surgery, historical medical records inquiry, digital library, etc. According to data from the Chinese Ministry of Health, more than 90% of hospitals nationwide have invested in information construction to varying degrees, and 40% of large and medium-sized hospitals have paid special attention to information construction, with greater investment. Even so, compared with the international practice that the informationization investment accounts for 2% to 4% of the total hospital income, the gap between Chinese hospitals is very large, with an average of only about 0.1%.
Unlike other industries, hospital informatization cannot stop at internal applications. According to the commonly accepted classification methods at home and abroad, hospital informatization generally goes through three stages: hospital management information system (MIS) centered on human resources, patient-centered clinical information system (CIS), and community service. The center's local medical and health service system (GMIS).
The establishment of these integrated information management systems has ensured the normal development of hospital informatization, but how to effectively manage so many systems has become a new issue in medical informatization. Only by allowing many integrated information systems to operate well can we ensure that the hospital provides various medical services normally. Services, so it is very necessary to strengthen the management of medical information network system. Pharmaceutical companies urgently need a set of management standards to standardize the entire operation and maintenance process of the medical information system. The introduction of ITIL can enable the medical information system to still enjoy certain flexibility and scalability on the basis of ensuring reliability and scalability. More energy to focus on creating bigger and stronger conditions for the main business.
1 Background and development status of ITIL
ITIL (InformaTIon Technology Infrastructure Library) is usually translated as "Information Technology Infrastructure Library". It is a set of IT-oriented software developed by the Central Computer and Telecommunications Agency of the United Kingdom CCTA (now incorporated into the UK Department of Commerce) in the mid-1980s Industry's service management standard library. ITIL summarizes the best practices in the IT service industry, including the experience of large international companies in IT service management and the best framework of IT service plans and operation and maintenance that have been verified by practice.
The overall framework of ITIL is shown in Figure 1. The core module of ITIL is "service management". This module includes a total of 10 processes and a function. These processes and functions are grouped into two process groups, namely "service provision". "Process Group" and "Service Support" Process Group. Among them, the service support process group summarizes a management function related to IT management and five operational-level processes, namely accident management, problem management, configuration management, change management and release management; the service provision process group summarizes IT management-related Five tactical-level processes, namely service level management, IT service financial management, capability management, IT service continuity management and availability management.
In recent years, ITIL has developed extremely rapidly globally. ITIL was first introduced to China in 1999. In the first three years of introduction, there were not many units that knew about it, and the success stories in this area were quite limited. But since 2002, ITIL has received more and more attention in China.
Generally speaking, the implementation of ITIL can bring the following business value:
(1) Ensuring that IT processes support business processes and overall improve the quality of business operations;
(2) Provide more reliable business support through the incident management process, change management process and service desk;
(3) Customers have more reasonable expectations for IT, and are more aware of the costs to be met to meet these expectations;
(4) Improve the production efficiency of customers and business personnel;
(5) Provide more timely and effective business continuity services;
(6) Establish a more harmonious working relationship between customers and IT service providers;
(7) Improve customer satisfaction.
2 Analysis of the necessity of introducing ITIL into the operation and maintenance management of existing systems
2.1 The core role of the pharmaceutical information system in pharmaceutical companies
The pharmaceutical industry has the following characteristics:
(1) GMP / GSP management is the basic condition for the production and operation of pharmaceutical enterprises, and is the pass for whether the pharmaceutical enterprises are qualified for production and operation. It requires quality management of the entire process, and pharmaceutical companies must strictly control all aspects of the production and operation process.
(2) The sales network is huge and the business is complicated. Medicine, a special consumable consumer product, faces a complex and large customer base, and places high demands on sales and distribution management.
(3) The period of validity of commodities must be strictly controlled. As a special commodity, medicines and chemical reagents are highly time-sensitive, and their expiration date must be strictly controlled, and the tracking of batch numbers must be strict.
(4) There are many varieties of medicines, one variety has multiple specifications, and some pharmaceutical retail enterprises even have tens of thousands of specifications.
(5) Strict inventory management requirements. If inventory takes up a lot of funds, it will affect the vitality of corporate assets, but also brings a series of problems such as inventory management. In addition, due to the requirements of GMP / GSP management, strict requirements are placed on batch number, status, storage, sending and receiving, etc.
(6) Prudent management of suppliers and customers. The qualifications of suppliers and customers are subject to the approval of the three certificates. Blocking the approval process will cause unnecessary losses.
(7) Frequent shipments and returns. Medical products have a special circulation channel. Frequent shipments and returns result in relatively frequent settlements. According to GSP requirements, the return management of drugs is extremely strict.
(8) Cost accounting requires accounting according to product specifications, batches, and processing procedures.
(9) Accounts receivable management. According to the requirements of financial regulations, ticket management should be carried out, that is, according to the customer's product specifications and invoice number, the corresponding receipts should be checked one by one.
According to the characteristics of the pharmaceutical industry, the workload of any of the above tasks is very large, and it is impossible to operate manually. At the same time, there should be no errors in any of the tasks, because the workload of correcting the errors may make the workload double Times. Therefore, to realize the above-mentioned business, pharmaceutical companies must rely on the standardized operation of the medical information system. When the medical information system becomes the carrier for the realization of the basic business of the daily operation of the pharmaceutical enterprise, higher requirements are placed on the stability and reliability of the system. Once the medical information system fails, the most direct result will be the failure to sell, and the failure to sell may be fatal for the Chinese medicine enterprises in the fiercely homogeneous competition, because the missed customer demand is non-renewable, The opportunity cost paid for this is very large, not only the resulting loss of profits, but also unpredictable losses such as the loss of customers and the loss of corporate reputation. It can be said that the medical information system has become the lifeblood of the normal operation of pharmaceutical companies . Is the medical information system a good wine or poison for pharmaceutical companies? Pharmaceutical companies need to develop their strengths and avoid their shortcomings, which requires pharmaceutical companies' IT service management to control this business risk.
2.2 Application status of medical information system in pharmaceutical enterprises
At present, China's medical informatization is still in the stage of hospital management informatization (HIS). The HIS system is still the focus of the industry when it pays attention to medical informatization. In the past ten years, with the support of leading institutions such as the Ministry of Health, the construction of the HIS system in China's medical industry has entered a stage marked by the development of the Client / Server structure and GUI interface.
In the construction of medical information systems, servers and network equipment are the core of the network. The total market size and user demand are showing a clear upward trend. In 2007, the purchase of network products in the medical industry was 34 billion yuan, and the improvement of medical information systems promoted network management. The generation of demand and ensuring high-quality network operation have become an important support for medical informatization.
Most hospitals do not have network management software, but some advanced hospitals have begun to use the ITIL management concept, which is of great help to improve hospital network management and department optimization. It not only improves the management level, but also achieves the trouble-free operation of the hospital network. The Beijing Health Bureau issued a red-headed document on strengthening network security in October this year, requiring hospitals to strengthen the security of the network environment and bring hospital network management to a whole new level.
In terms of the composition of the hospital information department, the staffing of the information center of the top three hospitals is generally about 3-6 people, set as director, network administrator, technician, service staff. Some personnel in the information center are combined with hundreds of professional and technical personnel, so purchasing network management software mainly requires simple and practical, and requires non-technical personnel to also operate. It can be said that the ease of use and practicality of the software are particularly important for hospitals.
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