AOSP is one of the largest university hospitals in Italy. It is located in the heart of the city of Bologna, with 27 pavilions on an area of about 1.8 square kilometres. In the course of 2015 it will activate the new Polo Cardio-Thoracic-Vascular covering 37,000 square meters. The oldest part of the complex is dated back to the end of the XVI Century. Medical and administrative activities are organized into 84 operational units.
The Hospital has a total of 1,583 beds, 72,000 in-patients annually and it provides annually about 4 million specialist medical services for outside patients.
There is approximately 5,500 staff including university professors. On a daily basis there are roughly 20,000 persons in the hospital including employees, students, patients, visitors and suppliers.
Specifically, the main typologies of patients hospitalized at AOSP are:
- Inpatients (long stay, indicated as DO or one day hospitalisation, DH )
total number of beds: 1.420 (DO) + 115 (DH) .
Ordinary inpatients per year: 55.001.
Day hospital inpatients: 14.330 per year.
- Patients undergoing Surgery.
Number of surgery interventions: 24.741 (DO+DH) per year
- Emergency admissions.
Number accesses: 139.078 per year
Outpatients visits: 3.076.225 per year
In 2013-14, in particular through the activity of the Service of Support to the Person (SSP), AOSP carried out a deep analysis on the met and unmet needs of in and out patients. The constant interaction with these internal and external stakeholders highlighted key elements to improve and to redesign the service.
This innovative effort has been facilitated by collaboration and participation in the European project EcoQUIP, which has accelerated needs identification via a methodology of innovation procurement. the development of new awareness with regard to unmet needs, the interactive methods for their detection and the necessity of innovative approaches for their satisfaction.
The interactive method has been implemented by an inter-disciplinary team formed by SSP in collaboration with:
The working group has also:
A. Improve the Patient Experience
AOSP intends to qualify the experience of patients, improve professional staff life, and ensure well-being and environmental hygiene for all patients and staff at the hospital, through integrated low carbon innovative sustainable services.
"Our Hospital stands out for its ability to innovate in healthcare, both in research and clinical levels. The continuous exchange between clinicians and professionals is a profound value of our organizational identity. We are recognized both nationally and internationally for these performances and values. This new approach to this typology of tenders is the result of an innovation process started two years ago with the intention to spread this ability and willingness to innovate to the world of services for people. " [Mario Cavalli, General Manager ]
AOSP intends to procure services that will improve hospitalized patients’ experience.
It aims to develop a system of hotel-services that enhance the wellbeing, comfort and safety inside the Sant’Orsola healthcare complex.
It focuses on improving the comfort and safety of healthcare, while respecting the dignity of the person, recognising the relevant effect of services properly delivered on the perception and emotions of the patient. Not all patients are the same and a fundamental objective of AOSP is to offer personalized services designed depending upon the patients’ characteristics, in turn meeting different patient needs. This must be matched by the awareness of the supplier of the necessity of services designed according to different typologies of patients.
B. Support healthcare professionals
In recent years, public healthcare has gone through difficult times as a result of deep reorganization, spending reviews and a freeze on recruitment.
The following needs will therefore be addressed:
1) Support services facilitating clinical activities and removing obstacles
2) Support services managed by external personal in synergy / well coordinated with the ones managed by internal staff
3) Coordinate and integrate internal and external activities based on the typical day of the patient in different situations (most appropriate organization of the activities per day and night time slots, on a 24 hours basis).
AOSP calls for a service system smartly designed and implemented to respond to the stated objectives.
C. Establish conditions for Perfoamance and Traceability
The processes of AOSP hotel services shall be traceable, so that both Service Support Persons (SSP) and hospital staff (nursing coordinators and nurses, the Socio-Health Operators -OSS, doctors), can receive real-time feedback to direct their decisions and their daily routines.
Recently, user-centered software that aims at integrating different data from the hospital Suppliers (i.e. an information dashboard) has been designed and is under implementation.
Through several workshops, internal staff created a list of key performance indicators related to consumption and quality of the services.
AOSP envisages to have a supplier-partner, that will structure information and feedbacks to promote virtuous behaviors and that will further develop the internally elaborated set of KPI (Key Performance Indexes) with the inclusion also of other actors (for instance the patients).
D. Continuous Improvement / the Method
Improvement and innovation can more likely happen progressively, one step at a time, especially in a complex environment as a University Hospital. We are aiming to find a strategic managing partner; a proactive partner, who will seek a continuous improvement with reliable testing methodologies, in technical, scientific, managerial, organizational and economic aspects.
The improvement has to be able to develop a process also of cultural growth.
E. Continuous Improvement/Optimisation of the service
AOSP aims at a smart service design project that can optimize the huge amount of goods and resources that get moved between several buildings and wards.
This optimization can develop both as integrated logistics, as well as a service that is extended up to the inclusion of the logistics of the last mile, collaborating with internal staff involved now in the various logistics, reorganization and control activities.
F. Sustainability and low carbon solutions
AOSP is aware that important goals have to be established regarding lower carbon emissions, efficiency in using human resources, energy and natural resources. The Hospital has already participated to the Region Emilia-Romagna campaign, started in 2008 for cutting waste of all kinds.
The S.Orsola has carried out a large programme to increase energy efficiency and the use of RES, also participating and subscribing the goals of the project RES-Hospitals for the decrease of production of CO2.
The major further contributions to that ambitious programme are forecasted to come in the present innovation tender from:
AOSP will continue, also in its role of University Hospital, in its activities for increasing the awareness about environmental issues among medical staff, employees and students, as well as patients and visitors, considering this goal as an educational mission.
The first official presentation and discussion of the innovative objectives was at the HEALTHCARE INTEGRATED SERVICES WORKSHOP, held on the April 9th 2015 in Bologna- at the AOSP premises.
In parallel with the preparation and publication of the Prior Information Notice (PIN) in the EUOJ on 10th June 2015, the project team and project manager with support from the EcoQUIP project, also prepared an information Prospectus and question and answer document which will be made available to all the interested companies in the supply chain.
The Market Sounding process started with a workshop held July 1st 2015.
“The process of pre-consultation of the market tends to encourage the stakeholders of the specific industries to detect the state of the art of innovative products and services and explore ideas emerging from research &development projects throughout the supply chain”. [Rosanna Campa, Director of Purchasing Office]
Several individual visits of supply chain companies have been requested and conducted.
The answers to the questionnaire dedicated to the supply chain are being collected.
The documents mentioned above are available to download here.
The goals of the new process are starting to be achieved.
The first step of pre-consultation is proceeding according to the AOSP established roadmap.
“The purpose of the pre-consultation process of the market is to obtain feedback from the whole supply chain of providers with regard to feasible and sustainable solutions, and at the same time to achieve an innovative contract that allows us to respond effectively to both the identified and the unmet needs. The aim is to enhance a continuous improvement process for service quality and budget”. [Marco Storchi, Director of SSP People-centred Soft Services]
At the end of the period of the visits that have been requested by single companies, SAM (Servizi Acquisizione Metropolitana), the contracting Authority and AOSP will complete the analysis of the Market Sounding the visits and the answers received from interested potential suppliers. The communication of new initiatives, if considered appropriate, will be posted in the website of AUSL.
The management objective is to award the tender by the end of the year 2015, in order to start the new contract at the beginning of 2016.
Contact the leader led project coordinator Simona Agger
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