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ORIGINAL ARTICLE
Aniza Ismail1, Ahmad Taufik Jamil2, Ahmad Fareed A Rahman 1, Jannatul Madihah Abu Bakar1, Natrah Mohd Saad1, Hussain
Saadi1
1
Department of Community Health, UKM Medical Centre
2
Department of Information Technology, UKM Medical Centre
ABSTRACT
Hospital Information System (HIS) is a comprehensive, integrated information system designed to manage the
administrative, financial and clinical aspects of a hospital. This study is to describe those aspects of the implementation
of hospital information system in three tertiary hospitals in Klang Valley; Serdang Hospital, Selayang Hospital and
University Kebangsaan Malaysia Medical Centre (UKMMC). A qualitative study was conducted to obtain views on
information system development and implementation in the hospitals mentioned above. In-depth interviews with
personnel representing both the system providers and the end-users were done guided by a questionnaire. The results of
the interviews were categorized into few themes namely the system development, human resource, scope of
implementation, support system, user-friendly, training, hardware and security. There were differences in hospital
information system development and implementation in the three hospitals. Each system has its own strengths and
weaknesses that make it unique. In developing HIS, its important to ensure the system can work effectively and
efficiently. Quality human resource, good support system, user-friendly and adequate training of the end-user will
determine the success of implementation of HIS. Upgrading of hardware and software as needed is the basis to keep up
with the pace of technology advancement and increasing number of patients. It is hoped that HIS will be implemented in
all other hospitals with effective integration and networking.
Key words: Hospital information system, Serdang Hospital, Selayang Hospital, UKM Medical Centre, qualitative study
care by assessing data and making IBM, HP, Oracle, SAP, Accenture, EDS and Intel.
recommendations for care and enables a hospital to The second category is comprised of vendors
move from retrospective to a concurrent review focused on providing healthcare solutions, which
quality and appropriateness of care. increasingly leveraging technology as part of these
solutions. Local independent solution vendors and
In the Asia-Pacific region, numerous HIS system integrators are also quite prominent. They
implementations have taken place in various compete and partner with the multinational
hospitals across Australia, Japan, South Korea, companies. For instance, Selayang Hospital is using
Singapore and Malaysia. In Malaysia, the Ministry of Cerner system, while Hospital Serdang, Sungai
Health (MOH) is the leading agency and the main Buloh and Ampang are using India’s Medicom and
provider of health care services. The government Putrajaya Hospital uses Kompakar2.
subsidizes approximately 98% of all public medical
expenses. Increasing awareness and rising demand Selayang Hospital, the first paperless hospital,
for better healthcare facilities are the driving force operates on a Total Hospital Information System
on application and implementation of advanced (THIS), which integrates clinical, administrative
facilities and management systems in public and and financial management, enabling seamless data
private hospitals in Malaysia, and Hospital flow between separate areas. Cerner was given the
Information Systems (HIS) has been the top priority responsibility to operate the system. THIS has also
wherein. been implemented at Putrajaya Hospital and Pantai
Medical Centre by Kompakar eHealth Tech Sdn Bhd,
In Seventh Malaysian Plan (1996-2000), it was part of System Kompakar Sdn Bhd. Basic and
stated that there will be 33 paperless public intermediate information systems were
hospitals in Malaysia. Eight hospitals to be operated implemented at Kepala Batas Hospital, Penang and
with Total Hospital Information System (THIS) Hospital Lahad Datu, Sabah respectively. THIS
covering their total day to day administration implementation is for tertiary hospitals with over
demand, and in other 25 smaller hospitals, Hospital 400 beds. Challenges on above application are
information System (HIS) to be implemented. But tailoring above management systems according to
due to the economic crisis in 1998, those projects the hospital size, varying work cultures, clinical
were put on hold and are expected to be procedures and services provided as well as
implemented during the eighth Malaysian Plan3. operation workflow2.
Over the period of executing the Ninth Malaysia University Kebangsaan Malaysia Medical Centre
Plan (9MP, 2006 – 2010), the government (UKMMC) has developed its own Total Hospital
consolidated health care services, enhanced human Information System (THIS), the first by a
resource development and optimized resource government hospital in Malaysia and possibly in
utilization. Delivery systems have been improved Asia. THIS developed in UKMMC, called Caring
with greater involvement of the private sector and Hospital Enterprise System (C-HEtS), is expected to
Non-Government Organizations (NGOs). be cheaper than similar systems available in the
Computerization and networking have brought market. The huge savings was a result of UKMMC
Malaysia a long way in monitoring, analyzing, and itself holding the copyright for C-HEtS (created 100
disseminating information on local health data. percent in-house) and the system was developed
However, despite above admirable using Oracle Database bought from US-based
accomplishments, increasing demand for health software firm Oracle Corp4.
tourism, the need for hospitals to upgrade their
healthcare services to meet international Experiences from other countries which have
standards, the increasing pressure exerted upon implemented THIS proved to be challenging. In
government to develop the healthcare industry and Pakistan, they face barriers such as lack of
today’s tech-savvy consumers demand for better commitment, inability to provide extensive
healthcare and customer services have been information technology (IT) infrastructure,
remaining driving force in adopting automation in difficulty to obtain a suitable software and
the healthcare industry2. hardware and lack of skilled IT personnel 9. A study
conducted in Nigeria and Tanzania revealed that
The leading vendors in the healthcare industry tend proper planning, good managerial skills, top
to fall into two categories. The first category is the management commitment, leadership styles and
larger multinational IT vendors, such as Microsoft, end-user consideration were among the
Malaysian Journal of Public Health Medicine 2010, Vol. 10(2):16-24
prerequisites to ensure the success of THIS The data obtained was sorted according to various
implemntation9. Lack of government appreciation categories based on content analysis. Data analysis
of the IT value in healthcare was another reason of was carried out by studying and mapping according
failure in THIS especially among developing to emerging themes.
countries9.
“The system is maintained by the vendors; “It is troublesome to use different passwords to
therefore the majority come from their access pharmacy system and to do other things.”
organization.”
“Anyone can use the system due to the simplicity
Scope of implementation of the system.”
Regarding the scope of implementation, all three
hospitals implemented Total Hospital Information “There are lots of clicking to navigate and to get
System (THIS). from one menu to another it takes sometimes up
to ten clicks!.”
“Most of the major departments in this hospital
are linked with this system except for dental and “Personally, I think Selayang has the most user-
haemodialysis unit which have an independent friendly system.”
system.”
“Those who have worked in various hospitals with
“This is the first IT hospital in Malaysia. The IT system will agree that Selayang’s system is the
system is available in all departments within this most user-friendly.”
hospital.”
Administrative
“We started the IT system with the core functions The administrative theme was subdivided into 3 sub
such as patient registration, admission and themes namely the training components, the
discharge, and emergency department. Then, we hardware installed and the system security.
expanded the system to other functions within few
years.” Training: All staff in the three hospitals were given
training and guidance on how to use the system.
Support system
As far as support system is concerned, all hospitals “All of our new staff will be given hands-on
are capable to provide prompt assistance to users
training on the system usage before they can start
but one hospital requires backup support.
their work.”
“We encountered one major breakdown in 2006. “We train our new staffs by batches and when it is
However, with good support system, we managed needed.”
to overcome this problem.”
Hardware: In view of different stages of
“The IT support system is maintained by the implementation, different hospitals require
vendors 24 hours a day, 7 days a week. We have
different types of upgrading.
call centres to entertain any queries and
complaints from the user.” “The system is already 10 years old, but we are
still using a Pentium II computer.”
“We even provide services during public holidays.
We have our officers who are on-call to provide “Upgrading of the system is beyond our control.”
assistance.” “Our system is running well with the computers.”
“We were provided with good support system to Security: All the systems provide their own level of
assist with any problems we encounter.” security and data protection is given utmost
priority.
“There are no backup system and no hardcopy,
therefore if something happens; there is no data “We can trace those who use the system using
on the patient.” Audit Trail.”
Malaysian Journal of Public Health Medicine 2010, Vol. 10(2):16-24
“Each staff will have different IDs and passwords hospital we store the backup data in different
for pharmacy and others. They are encouraged to floor.” The data collected analyzed and
use different passwords.” summarized into the table below (Table 1).
Scope THIS for all the departments. THIS covering Moving towards THIS –
The dental and hemodialysis all the departments implemented in stages
unit are using independent IT
system
Hardware - High configuration computer - Computer hardware using - Using hardware cope with
hardware Pentium II the needs
- Due for upgrading
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