Manx Care, Isle of Man, modernises paging system with Smartpage Clinical to enhance communication and streamline clinical workflows

Manx Care, Isle of Man were looking for solutions to replace an outdated legacy paging system that resulted in failed and delayed messaging impacting emergency response, with a modern progressive method of communication. To address this challenge, Manx Care embarked on a project with Alcidion to deploy Smartpage Clinical, with plans to introduce Smartpage Response and Smartpage Non-Clinical in later project phases.

The customer

Manx Care is the Isle of Man (IOM) organisation tasked with delivering health and care services to the Island’s population.  The start of a new era in public services on the island was marked on April 1, 2021.  It involved the restructuring of the largest department in the IOM Government.  This process consisted of the separation of Department of Health and Social Care functions and the creation of a bespoke operational body.

The first organisation of its kind in the IOM, Manx Care is an entirely new statutory body, designed to operate at arms’ length from the Department of Health and Social Care and focusing on the delivery of services to the public.  The organisation is led by an executive leadership team, employing around 2,500 health and care staff.

The challenge

The acute care group of Manx Care needed a reliable two-way messaging solution that would facilitate quick, auditable, accurate, accessible, patient-specific messaging to improve both communication and clinical work-streams and to benefit patient care.  The solution was required for both emergency and non-emergency clinical scenarios across the hospital.

Working alongside Manx Care’s Chief Clinical Information Officer (CCIO) Dr Gregor Peden, Chief Nursing Information Officer (CNIO) Rebecca Erani and supported by the Government Technology Services (GTS) Team, Alcidion’s Smartpage Clinical was selected to be deployed across the acute care services.

The solution

Alcidion’s Smartpage Clinical provided Manx Care with a secure app for clinical staff to send and receive messages more efficiently and in a more structured, patient centred format without taking them away from delivering patient care.

Smartpage Clinical ensures confidentiality is maintained and gives clinicians the ability for instant two-way messaging, enabling rapid clinical decision making and effectively support patient care.  The solution also allows staff to create and share tasks according to their availability and workload, a key priority for the Manx Care Digital Team.

Smartpage Response contains an emergency paging system allowing the emergency group alerting to be sent out via an emergency ‘dashboard’ by switchboard and received by clinicians via the same Smartpage app.  The Smartpage solution provided a more interactive, two-way, visible method of emergency paging which enabled team communication and supported efficient working between both clinical staff, switchboard and emergency teams at Manx Care.

The result

The Smartpage Clinical and Smartpage Response capabilities were extremely well received across Manx Care due to the simplicity, reliability and functionality of the system.  Alcidion’s Smartpage implementation team offered a flexible and supportive approach and based on feedback during User Acceptance Testing (UAT) and clinical practice, evolved the system to meet Manx Care’s needs.

“Smartpage has provided Noble’s Hospital with a modern and intuitive messaging tool that helps to improve care and drive task efficiency by providing clinically rich information at point of care.  Working innovatively with Alcidion to deliver a product that met the needs of front-line staff meant that our roll out and user adoption was relatively effortless.”

 – Dr Gregor Peden – Chief Clinical Information Officer, Manx Care

“Through simple, person-centred technology, Smartpage has supported effective, concise communication delivered to the right person at the right time.  This in turn has enabled more time focused on patient care and less time chasing information or clinician input, which is something as a collective workforce we are all striving towards.”

Rebecca Erani – Chief Nursing Information Officer, Manx Care

Further feedback from clinical users across the site:

“I don’t have to move away from assessing patients to go to a phone because my pager has gone off, I can see from a glance of my Smartpage phone who and why someone is messaging me and prioritise accordingly.”

“We don’t have to waste time bleeping staff members and second guessing if they have received the bleep and there’s a delay in calling back or if I’ve bleeped the wrong team member.”

“Nothing worse than being stood by the phone at the Nurses station waiting ten minutes for a call back from a bleep only to find that the assigned bleep number hasn’t been picked up as that person isn’t working.  With Smartpage, staff sign themselves in and allocate roles so there’s no confusion as to who and what member of the team you’re contacting.”

“The new system is so much quicker to use and has vastly improved the content and structure of patient information e.g. the use of SBAR, especially in relation to the referral or escalation of acuity.”

“I can now see which other emergency team members are responding to an emergency which helps me to plan ahead and organise my workload if multiple emergency pages are received.”

“I’m reassured that the emergency page will be heard clearly and concisely even when there are areas of low network coverage or if I’m in a busy working environment.”

The future

Due to the successful implementation of Smartpage Clinical in secondary care, Manx Care are reviewing options to onboard Smartpage to General Practitioners (GPs) and District Nurse teams as an effective communication tool to refer patients and request support where needed.

Secondary care is also expanding to incorporate Smartpage Non-Clinical for communication with porters and housekeepers and integrate it directly with Alcidion’s Patientrack to enable automatic alerting based on National Early Warning Score (NEWS2).

  • Area covered: 30 miles by 10 miles – 221 square miles.  Located in the Irish sea between Ireland and the UK
  • Population: 84,584
  • Healthcare staff: Approx. 2,500 across Manx Care
  • Venues: Noble’s hospital and Ramsey Cottage Hospital
  • Beds: 314 Acute Care Beds, 20 ward areas (Noble’s) 48 beds, 2 ward areas (Ramsey Cottage)
  • Admissions: 20,038
  • ED attendances: 31,008

Manx Care have seen an improvement in the acute referral process from the Emergency Department (ED) to inpatient care, in terms of referral acceptance and time to specialty review.

Nursing staff feel more confident and empowered to escalate patient care using Smartpage.  With Patientrack integration, they will also be able to track escalation response.