Case Study

Major U.K. Hospital Trusts BlackBerryEnterprise Software to Empower Staff forBetter Patient Care
The Organization
University Hospitals Birmingham (UHB) NHS Foundation Trust is the largest single-site hospital in theUnited Kingdom. As one of the highest-performing National Health Service organizations in Europe,
UHB has established an international reputation for quality of care, information technology, clinicaleducation, and training and research. Its more than 9,000 staff members serve over 1 million patientseach year, including people treated in its specialist centers for cancer, renal dialysis, neuroscience, andtrauma. It also houses the Royal Centre for Defence Medicine, which treats all seriously injured U.K.
military personnel evacuated from overseas, and the U.K.’s only National Institute for Health Research
Surgical Reconstruction and Microbiology Research Centre.

Industry Healthcare

Location Birmingham, United Kingdom
Employees 9,000

Products BlackBerry UEM; BlackBerry Dynamics;

BlackBerry smartphones; Tango Networks; Webalo

http://www.uhb.nhs.uk/

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The Challenge
UHB’s large campus, which includes the“Our workforce is focused on delivering

Queen Elizabeth Hospital, the Heritage

the best healthcare they possibly can to

Building, and additional ambulatory careour patients,” says Stephen Chilton, UHB’sand surgical facilities, creates tremendous

Director of Information and Communications

challenges in staff members’ ability toTechnology. As such, UHB’s IT goal iscommunicate effectively with one another.

to support the “removal of burden andPhysicians, nurses, and hospital support staff

bureaucracy that exists in the hospital so thatare constantly on the move as they work to[our providers] can be focused on patient

meet patients’ healthcare needs, which makescare. We’re very cognizant of the fact thatit very difficult to communicate urgently with

communications is a vital asset and has a

one another. The consequence is an endlessdirect link to how effectively we can look after

cycle of missed calls, voice mail messages,

our patients.”

and call-backs (many of which produce a new
UHB needed a way for its staff members,

cycle of missed calls and voice mails).

from physicians to porters, to reach one
While smartphones have alleviated manyanother quickly and efficiently in order tocases of perpetual phone tag, it also meansincrease productivity and decrease frustration

staff members are often unsure whether they

compared to its legacy communications

should call colleagues’ mobile numbers orinfrastructure.

business extensions when they need to reachthem. Staff members can spend unnecessary
time calling different numbers, which is aserious problem in a place where speed ofcommunications as well as reliability andsecurity can make the difference with thecontinuity of care for patients.

The Solution
Data security is a significant issue for the healthcareAnd, to maximize staff productivity, it uses Webalo,industry, where any loss of patients’ personal

which is a BlackBerry Dynamics partner. Webalo’s

information is a serious – and potentially expensive

application development and management– problem leading to loss of reputation andframework provides staff with custom enterpriseconfidence. In order to decrease the risk of dataapps and live dashboard reports. This not only

security threats, UHB provides its staff with high-gives employees the right tools to do their jobs

security BlackBerry smartphones managed by thewell, it eliminates their need for unapproved, riskyBlackBerry UEM enterprise mobility management

shadow IT solutions. And it also enables UHB’ssolution. BlackBerry UEM enables UHB’s IT

IT team to develop functional requirements within

department to control and manage devices fromhours, not days or weeks, to help the physicians,a single console, providing the visibility IT needs tonurses, porters, and other employees who aresupport secure mobile collaboration. By ensuring

always seeking new ways to serve patients better,staff members’ devices remain in compliance withwith fewer hassles and improved efficiency. Theseapproved IT policies and configurations, BlackBerrycustom apps enable easy access to patient data

UEM helps protect devices and the patient data on

with underlying security provided by BlackBerrythem against loss or theft.

Dynamics application management.

Case Study“BlackBerry isn’t just a supplier, but a partner. We often start withthe premise that we’re looking to develop a relationship to help
support the organizational aspirations and challenges. We are an
innovative organization with an international reputation and wewant to make sure that we continue to build on that foundation.
BlackBerry appreciates that.”- Stephen Chilton, Director of Information andCommunications Technology, UHB

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UHB has developed a number of apps by using

long-established partnership with BlackBerry,Webalo, including the Pharmacy On-Call System,

the IT team turned to the company for solutions

which enables hospital pharmacists to more easily

to its staff’s telephone tag problems. Recently,

and accurately respond to medication requests;

it began deploying the Tango Networks cross-the Neurological On-Call Referral System, which

platform communications solution on its company-

allows physicians to get real-time assistance from

owned BlackBerry managed devices to improveneurological specialists; and the Accidents andcommunications efficiency.

Emergencies app, which tracks key performanceindicators on timeliness of care and compliance toTango Networks optimizes mobile communications

help hospital administrators take corrective action,for enterprises and enables UHB’s BlackBerry

if required, on the spot. Its newest is a Hospitalmanaged smartphones to operate effectively as

Porter Deployment app, which allows clinical staff

dual-line devices. The technology permits

to request help, at the push of a button, from theemployees to make and receive calls overhospital’s 129 porters who are responsible for

Wi-Fi and cellular while using their switchboard

completing 86,000 requests per year.

extension number identity, protecting the privacy of
their personal cellphone number and giving callers aThe apps have significantly improved UHB’s

single number to reach them at any location,

productivity, but sometimes staff members need tosays Chilton.

speak directly to one another. Because of UHB’sThe Results
UHB’s IT department trusts BlackBerry to help

• Medical care, at night and after hours, has

it improve staff productivity and efficiency. “Webeen enhanced by linking multi-professional

don’t want them to be distracted by technology,

teams that have the full range of skills andso we’re aggressive in our approach to making

competencies necessary to meet patients’sure that technologies work, they’re viable, they’reimmediate needs.

secure, and trouble-free,” said Chilton. That’s
why UHB terms BlackBerry a partner, not just asupplier. When selecting a vendor, “we often startwith the premise that we’re looking to develop arelationship. We are an innovative organization withan international reputation and we want to makesure that we continue to build on that. BlackBerryappreciates that.”
The combination of Webalo, Tango Networks,and BlackBerry UEM-managed smartphones
has proven to be a cost-effective, productivityenhancing method to streamline and enhancepatient care. For example:• Porters are arriving on average six minutes aheadof schedule because the Porter Deployment app
directs the most suitable porter to the nearest job.
• Administrators can review KPIs and receive alertswhen situations need attention, improving theirability to take corrective action instantly.

• Staff and care physicians can use their mobiles toquickly reach their patients without fear of
disclosing their personal information.
• UHB has reported an increase in patientsatisfaction and overall improvements instaff satisfaction and frustration levels due toimproved efficiency.
• IT is confident that staff are not introducing
security threats or risking loss of patients’personal health information because all of
their devices are secured with BlackBerry UEM
enterprise mobility management software.
Chilton’s IT team at UHB recognizes that the gains
they’ve made with mobility are only the beginning,
and their roadmap is very full, Chilton said. One
plan is to use Internet of Things technologies to tag
hospital equipment with location services so people
can easily find what they need through an app on
their smartphone.

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They’re also working with BlackBerry Professional

As it executes and extends its roadmap, Chilton

Cybersecurity Services to protect patient data on

said, “we see the overall BlackBerry portfolio

mobile devices and connected medical devices.

increasingly helping us as we go develop and“A lot of these medical devices also contain patient

mature our roadmap,” both because of the trusted

data, and we need to be aware of what data is on

relationship they’ve developed, and the enterprise

there and make sure that they are not chinks in oursoftware company’s deep hooks within the entire

armor against spilling that patient information,” said

secure mobility landscape.

Paul Jennings, UHB’s head of Technical Operations& Infrastructure.
They’re also building “virtual clinic” capabilities,
allowing doctors to consult with homebound orremote patients through a videoconference on
their smartphone, tablet, or PC, and minimizing
the number of times patients have to travel to thehospital for regular medical care.

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