If you can’t say something nice, don’t say it all.
That was the advice given to health-care professionals ahead of the long-awaited digital health records (DSN) rollout in the province this weekend last month.
Health-care professionals in two of the CIUSSSs where the DSN will be first deployed were provided documents containing general information on the project rollout and a list of recommendations on how to speak to users.
In the first version of the document dated April 27, obtained by CityNews, health-care professionals are told not to say:
In a newer version of the guide dated May 7, also obtained by CityNews, the “Do not say” section has been removed.
The guide also provides general information about what digital health records (DSN) and best practices for support staff and professionals to use for email and telephone interactions, including sample scripts.
One script in a crib sheet-style FAQ section tells how to respond if patients ask if there is a problem with the system.
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Health-care workers are expected to reply with, “No. We are implementing a new IT system, and our teams are taking the time to get used to it. But the quality and security of our services remain our top priority.”
The initial phase of DSN deployment is set to begin Friday night at Mauricie-et-du-Centre-du-Québec CIUSSS and the Nord-de-l’Île-de-Montréal CIUSSS.
Quebec health-care professionals have welcomed the digitization arguing it would streamline their tasks and improve the user experience. However, many security experts have raised concerns about patient privacy and technical problems.
The overall project is expected to cost the taxpayers $1.5 to $3 billion with annual cost of $100 million to maintain the systems.
On Friday, Health Minister Sonia Bélanger defended the high price tag of the project.
“When you implement an information system—whether in healthcare, administration, or the economy—there are always operating costs after the system is implemented, because once the system is up and running, you have to keep it updated, and there will always be training needs since new staff are constantly joining the healthcare system,” Bélanger said.
She added that there were currently 400 different systems across the province which will be phased out after they are integrated with the DSN providing potential savings.
For her part, Christine Fréchette said she only learned about the costs after taking over as premier.
“I met with Santé Québec shortly after taking on my new role, and I was informed of these operating costs, which, as Minister Bélanger said, are entirely normal and routine,” she said.
