Photo courtesy McKesson Canada

In recent years, the Nova Scotia Department of Health (DoH) has identified a need to invest more in technology. In 2009, for example, a province-wide 'telecare' system was introduced to help support primary health care, improve the public's access to education and services and help patients cope with non-urgent problems.

McKesson Canada, a health-care logistics and distribution provider, was selected to create the system.

"We planned and implemented the structures, processes and networks to support Nova Scotia's program," says Lois Scott, vice-president (VP) of McKesson's CareEnhance Solutions. "We designed and installed the information and communications technology (ICT), tested the operational and clinical processes, conducted a review of the clinical content within decision-support software and other databases and developed a quality-improvement program."

McKesson also established a work-at-home system, which involved installing equipment at the residences of approximately 40 nurses.

The result was HealthLink 811, which allows Nova Scotians to access non-emergency symptom assessment, health information and community-based care services by dialing 8-1-1. When a patient calls with a symptom, for example, a registered nurse (RN) may suggest an appropriate time and place for further care or provide self-care advice. Callers can request information about clinics, diseases or other topics.

McKesson, in turn, provides comprehensive outcome and operational reports to the provincial government.

"HealthLink 811 data can serve as an important component for the province's syndrome surveillance process and as an indicator of patients' health concerns," says Scott.

The HealthLink staff answers an average of 250 calls per day, though there was a temporary surge in demand due to the H1N1 flu, with 2,800 calls on October 26, 3,500 on October 27 and 4,300 on October 28, 2009.

The software and ICT infrastructure allowed the HealthLink team to access the necessary resources. Processes were redesigned, additional employees were hired and H1N1-specific report templates were created.

"We've been very pleased with the level of commitment and dedication," says Ian Bower, the DoH's executive director of primary care and emergency health services (EHS). "Getting through the height of H1N1 was a major achievement."

With files from McKesson Canada. For more information, visit www.mckesson.ca.