modernizing communication in hospital authority
TRANSCRIPT
Dr. Fung HongCluster Chief Executive, NTEC 11th May 2010, Hong Kong
Modernizing Communicationin Hospital Authority
HA ConventionSymposium 12 –
IT Innovation and High Performing Organisation
• Global competition• Innovation for new products and services• Organisational efficiencies• Customer engagement
We are not unique
Who?
What?
How?
• Changing customers and workforce• Shifting values, preferences, needs and demands• Increased expectations on transparency and
accountability
• New ways of communication - Web2.0• New approaches to doing things
Global Corporate Challenges
Who?
Hospital Authority’s relevant audience
carers
GovernmentPatients employees
Patients’ Advocacy
suppliers
Academics
journalists
Patients
Employees
Politicians
Public bodiesNGOs
Legco
Employees
Patients
Who?
How big are the intergenerational gaps?
“Four Generations ofHong Kong People”
Professor LUI TaiProfessor LUI Tai--loklok, , Department of Sociology, Department of Sociology, University of Hong KongUniversity of Hong Kong
Who?
Is it generational?
Anti “Guangzhou – Shenzhen – Hong Kong Express Rail Link” Group on Facebook.
Protest outside Legco on 17 Jan 2010
Who?
The changing workforce and clientele
• hardened bycompetition
• crusading causes• personal fulfillment• collegial
• disciple of ‘pragmatism’• direct/ immediate• live for oneself• live for now• search for meanings
• shadowed by “establishedvalues”
• tech embedded intoeverything they do
• relate to peers, not elders• connected via music,
video and passion
Generation Y(1981 – 2000)
Generation X(1965 – 1980)
BabyBoomers
(1946 – 1964)
What?
Competitiveness
Corporate StrategiesGlobalisation
InnovationCollaboration
CompetitionEngagement
EmpowermentLearning
What?
Wisdom of the Crowd
What?
Turning customers into innovators
What?
•Customers are also encouraged to contribute to thedesign of new products
•Participating in a LEGO challenge makes you part of aworldwide community of shared interest and pleasure
•Share specific, precise and appealing problemstatement with customers
What?
• The people who buy and use P&G products are arich source of information and direction
• Develop better ways to learn from them
• Build a social system with the purchasers, enablethem to co-design and engineer product innovation
• Commercial success rate 15/20% 50/60%
What?
Many of the failures of innovation are socialfailures – the right people simply don’t engage in productive dialogue frequently enough…
A.G. A.G. LafleyLafley, Chairman and CEO, Procter &, Chairman and CEO, Procter &Gamble.Gamble.
Direct interaction to engage stakeholders
What?
Patient engagement strategies in HA
How?
Evolution of Communication
Where is the conversation now?
How?
Catch where the conversation is
How?
How?
Modern communication strategy is to build trustand network
• interactivity• blending pictures,
video, audio, text• egalitarian• human touch
social behavior
How?
The newly revamped Government Portal
customer-driven
How?
The newly revamped Government Portal
goal-directed
The newly revamped Government Portal
How?
social bookmarking
How?
The newly revamped Hospital Authority Portal
• Modernise HA by providing our skilled staff with modern technology and tools to collaborate and innovate.
• Learn from thought leaders and early adopters.• Internal assessment of existing communication
means, demographics and staff preferences and wants through focus group and surveys.
• Formulate options for consideration.
HA Strategic Research Project –‘High Performance Workplace Initiative’
Provided by HAHO Provided by Clusters / Dept.
CategoryElectronic Non-
Electronic Electronic Non-Electronic
1 Knowledge Management 2 0 1 0
2 Enterprise Content Management 2 0 1 0
3 Portal 2 0 2 0
4 Collaboration 5 0 3 5
5 Social Networking 0 0 5 0
6 Newsletters & Publications 4 1 10 4
7 Staff Feedback 1 0 3 3
8 Meeting with staff 0 1 3 20
Total 16 2 26 32
Summary of Communication Channels in HA
• Sporadic and adhoc.• Mainly rely on the basics – newsletter and
publications, no collaboration.• Very low in interactivity, even for staff
feedback, only 2 clusters have electronic staff letterbox.
Summary of Existing Communication Channels in HA
iNTEC
Instant
Cumulative hits over 12,000,000 as at 4 May 2010
Average daily hit over 7,000 in May 2010
Maximum daily hit rate 17,000 in May 2010
CCE Blog
Share the common emotions, values and challenges
Hit rate reached 1,372,184 as at 7.5.2010
2828
Age Distribution of HA Staff
29
Changing Trend of HA Workforce
34.06%
48.53%
17.14%
0.26%
22.02%
56.34%
21.62%
0.02%
20.45%
57.99%
21.56%
0.00%
17.53%
55.00%
27.47%
0.00%
11.37%
31.47%
57.15%
0.01%
13.23%
30.70%
56.07%
0.00%
Generation Y(16-30)
Generation X(31-45)
Baby Boomers(46-65)
>65
SupportingSupporting (CR)
Management / AdministrationAllied Health
Nursing
Medical
• Close to 65% of our staff force in Gen X and Gen Y.
• Gen Y staff nearing 20%.
• Doctors the largest group in Gen Y category.
Focus Group Study and Survey on staff
Focus Group Study and Survey on staff
The Communicating Organisations – Using communication to support the development of high‐performing organisations
November 2009
Modernizing communication
Research Group Report available in September 2010
Let’s catch up then.Thank you!
Modcom Research Group Members
Member List
Research Team Members• Andre GREYLING, CIO, HA• David ROSITER, Head of HR, HA• Dr Wing Nam WONG, SHI(C), HA• Dr David Tin Fung SUN, AC(NS), PWH• Christine CHOI, SM(ITD), NTEC• Manfred LAW, SHRM(2), KWC• K M TONG, SM(KCH/PMH/YCH)• P H CHIU, M(CC/CP), HA• Julietta LEE, SC(F), HA• Raymond CHEUNG, SSM(N), HA• Me Fong NG, SSM(HA), HA
Modcom Research Group Members
Member List
Subgroup Members• Stephanie YEUNG, SM(C&CR), PWH• Linda SHU, M(CC/CP)1, HA• Queenie TSUI, Project Assistant, HA• Eric WONG, SM(HA)5, HA• Yvonne YUNG, AHRM(HR)C, NTWC• John WONG, HIAI(C3)1, HA• Francis Wai Wah WONG, CGM(HR), NTEC• Ivy CHEN, CGM(HR), KWC
Support• Hakmen WONG, SA(HA5)2, HA• Wendy KUNG, SA(HA5)3, HA