International
The Bosted System is a socio-educational IT system developed for social institutions internationally. The system supports the daily documentation activities for care providers. • Frees up time from administrative work for improved care • User-friendly online system • Platform for knowledge sharing across professional and geographical borders Read more about the background and cases on the use of the Bosted System in this magazine.
www.bosted.net
news
Focus on the citizen Social workers worldwide have a lot in common. First and foremost they
facing individual social workers – in the form of administrative tasks
have been entrusted by others to work with the most disadvantaged
and supporting social workers' efforts as well as knowledge sharing
people in society. A social worker’s primary task is to assist, guide,
among them internationally – are universal, regardless of whether
provide compensatory support and develop potential so that the most
they work at residential or activity centres for the mentally disabled or
disadvantaged have a life which is worth living – on the street, in their
handicapped, sheltered workshops, crisis centres, special schools or day
own home or together with other people with special needs, for example
centres for addicts.
in public and private care providers. By documenting the efforts being made and creating the necessary In a busy and fragmented world, there is a need for tools which support
evidence-based knowledge, documentation can help ensure coherence
and document the efforts being done for the disadvantaged, the outcasts
and create an overview as well as providing political arguments for the
and disabled citizens, and for more than ten years Team Online A/S has
efforts. Moreover, documented knowledge can lead to knowledge sharing
been working with, for example, social educational workers and centre
and new initiatives tailored to the particular situation of individual
managers to develop the Bosted System. The result is a system which
citizens.
is now both market-leading and which sets the standard in Denmark. The Bosted System has been implemented at 40 per cent of all Danish
With the Bosted System as a social worker IT tool, the possibility exists
social service centres. This corresponds to at least 450 installations
of creating a transnational documentation and knowledge-sharing
having been done or being done in 2009.
platform, which can encourage communication and dialogue among players in the social field, across national boundaries and for the benefit
Moreover, the system has been implemented on Malta, and we expect
of both employees and employers, but also for the benefit of the
to be represented in at least ten countries by 2012.
individual citizens who are at the receiving end of all these efforts.
At Team Online we see ourselves as expert developers of digital solutions
Therefore, with this magazine we hope that we can interest you in
for the social field in collaboration with system users. Our aim is to
learning more about our system and our approach. Because we do
develop the Bosted System from being the best in Denmark to being
not simply want to sell an IT system to you; we can support your
the best IT system for social workers in the world customized to local
efforts to focus on the citizen and develop the way in which the
and regional requirements and needs. We believe that the challenges
social field works.
CEO Michael Sandal, Team Online
Former Minister of Economy and Business Affairs Bendt Bendtsen is in Team Online's Board.
Team Online A/S
·
Edisonsvej 2
·
DK 5000 Odense C
E-mail info@TeamOnline.dk
2
bostednews
·
·
Denmark
·
Telefon + 45 66 17 73 13
·
Web www.TeamOnline.dk www.Bosted.net
Fax + 45 66 17 73 18
Content 4 The Bosted System
– covers all everyday needs Case: North Zealand Centre for
abusers
8
Digitization increase efficiency
Centre manager, Michael Henriksen, centre for mentally disabled, Assens municipal,
Case: Home for children with
physical and mental disabilities
claims that with the digitization of documentation, people with special needs will experience a higher level of care. The work involved in documenting efforts becomes more efficient, and quality is improved.
6 Case: Bramdrupdam
Successful IT in daily life Social IT raises the status of the profession Bramdrupdam
residential centre, Denmark:
8 It started at Lindebjerg
10 years with social IT on the agenda
6
More time for care
Case: Sønderparken – Centre for Social psychiatry
10 The welfare state
Denmark and the social services
The residential centre got a grip on its medicine handling thanks to the Bosted System’s Medicine Handling module.
10
Exporting knowledge about welfare:
The Bosted System is a child of the Danish welfare model and ten years of user-driven innovation.
UN Convention on Disability Rights Case: Employment services Pilevej
12 Bosted System modules One all-inclusive system
14 Case: Richmond Foundation, Malta Denmark on the world map for social workers
16 How to implement the Bosted System: We help you all the way
18 Case: Rendbjerghjemmet
12 Modular
system:
The individual care provider starts by selecting only the modules which it needs. As new requirements and needs arise, more modules can be added.
Experiences from Richmond Foundation, Malta: The implementation of the Bosted System took place in 2008. The System can be used to ensure that social workers build networks and exchange experiences locally as well as internationally.
14 bostednews
User quotes
3
THE BOSTED SYSTEM
The Bosted System – covers all daily needs The Bosted System is a state-of-the-art IT
view action plans, information about medicine,
own office to use it, but that you can log on,
tool for social workers, which is easy to use
planned activities etc.
for example, from another workplace or from
and which has been developed to cover daily needs in the way of facilitating documentation
Modular system
and developing socio-educational initiatives.
The Bosted System is modular. This means
connection.
The Bosted System is the result of more than
that the individual care provider can choose
Simple price structure
ten years of user-driven innovation within social
to start out with those parts of the system
Payment for the Bosted System is in the
IT in Denmark, where Team Online has worked
which are immediately relevant and then
form of a user licence, and a distinction
and continues to work closely with managers,
gradually add more modules as and when
is made between full-time users, part-time
employees and relatives at the social service
needed.
users and passive users. When the system
centres, ensuring that the system supports the daily work routines of social sector services.
The Bosted System comprises modules for
is in operation, the licence covers all costs
all typical daily tasks, and the development
incidental to the running, support and ongoing
work is continuing. Our development philosophy
updating of the system.
Using the Bosted System requires only limited
is that we welcome input, and that our solutions
IT skills and in reality replaces the many hand-
should benefit all. We rank any suggestions which
High level of data security
written notes jotted down in notebooks and
we receive in order of priority, and update the
The Bosted System is registrered at the Danish
long bookshelves full of ring-binders where
system three times a year to incorporate
Data Protection Agency. It is a secure system
daily observations and action plans have so
new system features – at no additional cost.
which complies with all relevant EU legislation
far accumulated – only to gather dust! For the
Moreover, we are always engaged in major
and the strict national data security require-
employees, the system means that you can
development projects involving customers and
ments in Denmark. The system itself and all
always find the information you need in one
the authorities. After testing, the results of
the data are run on central servers hosted
and the same place.
these projects are then rolled out and made
by Athena Hosting A/S in Denmark. Athena
available for everybody – at no additional
Hosting A/S specialises in the handling of
cost for customers.
sensitive personal data for public as well as
For example, each individual citizen has his own digital profile card where you can find all
4
home. All it takes is a PC with a internet
the relevant information and where you can
The Bosted System is web-based, which
quickly note your observations in the logbook,
means that you do not need to be in your
bostednews
private enterprises.
THE BOSTED SYSTEM
CASE: HOME FOR CHILDREN AND YOUNG PEOPLE Text messaging for shift planning – The Bosted System is the common denominator in our communication which ensures that we gather and register data and that we are able to share data with the many different partners
CASE: NORTH ZEALAND CENTRE FOR ABUSERS
we have in relation to the children, says Rikke Hansen, the Centre Director of 3Kløveren in Snekkersten, north of Copenhagen, which is an care provider for children and young people with various degrees of physical and mental disabilities.
In control of methadone dispensing
The care provider’s staff uses the Bosted System
Drug addicts undergoing methadone treatment
giving access to the system, we can save time co-
need to take methadone daily, but few drug
pying and sending information to the partners
addicts can handle being given methadone
who, at the same time, can better prepare
for more than one day at a time. This was a
for action plan meetings etc., says Rikke
problem at North Zealand Centre for Abusers,
Hansen. She has also taken the initiative
a rehabilitation centre, because many of the
to have a special function developed in
addicts registered here had to travel considerable
the system which enables the care provi-
distances to the nearest dispensing centre.
der to book temporary employees via text
The centre therefore decided to buy a bus
messaging. The shift planner accesses the
which now drives around to users daily to
system, selects the relevant temporary employees,
dispense methadone according to a schedu-
texts enquiries to them and receives answers
led route. As part of the trial, North Zealand
via text messaging.
for internal documentation and knowledge sharing, but also externally as a dialogue tool with partners and relatives: – We are in contact on a daily basis with many partners such as caseworkers, health authorities, doctors etc. By using the communication possibilities that the system offers and, for example, by
Center for abusers also wanted to strengthen
– It is easy for everyone, and it is fast, says
security in connection with the dispensing of
Rikke Hansen, who is very aware of digitization
medicines. The aim was to avoid a situation
as a tool for dialogue and communication:
in which addicts were given the wrong doses
– There is so much that we want and need to
or were able to obtain methadone in different
do which also requires that we have both the time
locations in the course of the same day. The
and the requisite tools to do it. By digitization,
solution was to introduce the Bosted System
we get those tools and, in the long run, I also
at North Zealand Center for abusers. To cater
believe that it will help free up resources,
to the centre’s special needs, Team Online de-
enabling us to continue to spend time
veloped a Medicine Handling module which,
on the most important thing: being
among other things, makes it possible to send
together with the children – taking a
reminders to addicts in the form of text mes-
walk through the elephant grass in the
sages, to print automatic packaging lists for the
sensory garden, the socio-educational
pharmacy and to check that addicts have not
work, points out Rikke Hansen, Centre
already obtained methadone from other dispen-
Director of Home for children with physical
sing centres.
and mental disabilities.
bostednews
5
CASE: BRAMDRUPDAM
Successful IT in daily life In 2007 the residential
cation handicaps or mental illness.
advantages of the Medicine Handling module
centre
Most of the residents are given one or more
– I am particularly enthusiastic about the
types of medicine every day – and up to four
way the system facilitates control and
times a day.
follow-up. Personally, for example, I often
Bramdrupdam
Bofællesskaber
deci-
ded that the care provider wanted to be a paperless organisation.
Pernille Holt Sørensen, a social worker,
refer to the list showing the administering of
To achieve this, the care provider implemented
explains that altogether the residents have 38
p.n. medicines. I can see exactly how much
the Bosted System’s digital logbook in all its
different diagnoses requiring treatment, so
all the residents get, which means that I am
departments. Today, there is hardly a ring-binder
medicine plays a big part in their daily routines.
able to keep a much closer eye on every-
left in the organisation.
She is delighted that she can use the Bosted
thing. In the medicine log, I can also see
System’s Medicine Handling module to manage
how much medicine each resident has been
the medicines:
given and by whom in various periods. This
The digitization of both internal and external communication has also strengthened relations between managers and employees:
– It is nice that the Bosted System is so relia-
results in a high level of safety and profes-
– By spending 10 minutes in the Bosted
ble. For example, we administer both epilepsy
sionalism in the handling of medicines, says
System, I get my very own impression of where
medicine and p.n. medicine which must be
Alice Bjørnlund.
things are happening and what has been hap-
given in the right doses and at the right times.
pening, says Centre Director Alice Bjørnlund,
Afterwards we can now check that the medicine
adding that digitization has also spurred
has in fact been administered. As regards the
Strengthened dialogue with the outside world
creative thinking and initiatives among staff
p.n. medicine, we can also quickly see who has
The digital documentation of relevant data on
members.
administered what, how many times and when
the administration of medicines also strengt-
– Working with documentation in the Bosted
the resident was last given any, so that we don’t
hens the dialogue between the residential care
System promotes creativity and has made my
end up over-medicating residents, says Pernille
provider and the outside world, for example
staff think more innovatively. For example, they
Holt Sørensen.
the municipal day centre Nordhøj, which
come up with suggestions on how various tasks
Michael Kjær, Head of Department, agrees
many residents frequent. When staff at the
could be solved to improve quality, explains
with Pernille Holt Sørensen, pointing out that
day centre are informed about changes in the
Alice Bjørnlund.
more control also makes individual employees
medication administered by the residential
feel more confident.
care provider, it sharpens their attention to
Bosted Medicine Handling
6
– The system enables us to focus more on
possible changes in the behaviour of users.
Bramdrupdam is a residential centre for 44
what we are doing: Are the residents being given
– We also have parents who ask whether their
residents. The care provider caters for mentally
the medicines they need? Should somebody
child is not being given a bit too much p.n.
disabled residents in need of special support
carry on taking epilepsy medicine if he has not
medicine. In such a situation, I can quickly
due to severe physical disabilities, a strong
had an epileptic fit for many years? Have new
generate a report to show what their child has
need for somatic care and/or a need for nur-
and better products been introduced? asks
actually been given in the past three months
sing assistance. Moreover, the care provider
Michael Kjær.
or in the past year. In this way, we can base
has a group of mentally disabled residents with
As director of the care provider, Alice
strongly agitated behaviour, serious communi-
Bjørnlund is in no doubt whatsoever about the
bostednews
our dialogue on the actual facts, says Alice Bjørnlund.
BOFORMEN SKOVVÆNGET
Bosted Note Bosted Medicine Handling
Bosted Forums Restricted access Attachment of files Search function Marking who has read which entries
Option of sending and receiving messages
List of prescriptions
with attached files. The message is
Registration of medicines delivered
displayed as a popup on the receiver’s
Inventory management
display and includes a reply option.
Urine sample control
All messages received and sent are
Packing lists
stored under the personal profile of the employee.
Social IT raises the status of the profession When
citizens
need
that citizens perceive – and receive – a more
low more transparent case handling. Also, it
help from the public
coherent and higher quality of social services
will make it easier for the individual to assume
sector, it is important
and other public services, says Director Ib
greater responsibility for his or her own situation
that the help matches
Poulsen, Socialt Leder Forum.
as well as strengthening the dialogue between
their needs, and that communications with
Socialt Leder Forum is a nationwide Danish
those who are to provide the help are simple
organisation for managers and middle managers
– I experience daily how working with social
and straightforward.
of residential, social and activity centres for
IT raises the profile of the profession, resulting in
people with special needs.
a higher level of professionalism and overview.
– Citizens are not that interested in knowing
citizens, the authorities and staff.
whether the local health board, the department
Ib Poulsen sees social IT as an important
The risk of ad hoc solutions is far lower when
of family affairs or the disabled services division
element when it comes to developing the
the necessary documentation is in place,
is responsible. Therefore, the digitization of
social worker profession, but also as a tool
which allows you to systematically build up
the social sector is extremely important.
which can make it easier for individual citizens
a picture of the individual resident, says Ib
Because social IT is the tool which can ensure
to gain insight into their own situation and al-
Poulsen, Socialt Leder Forum.
What is social IT? Social IT is broadly defined as the digital solutions which are used in the practical work with citizens with special needs.
bostednews
7
IT STARTED AT LINDEBJERG
More than 12 years with social IT on the agenda residential centre for the mentally disabled, we
workers:
had no idea how far we would be able to go
– What I observed was that the social workers
together. Today, Lindebjerg is totally digitalised,
went around noting down everything they saw,
and Team Online has 34 employees. The re-
experienced, thought and learnt. The only pro-
sult of our brainstorm, the Bosted System, is
blem was that they seemed to be doing so mostly
now the most widely used socio-educational
for themselves. There was no structure to it, and
IT system for social workers in Denmark, and
no control. And thereby no learning. There was no
Team Online A/S is now fast penetrating the
chance of the social workers themselves or others
Ten years ago, a social worker and a former
European market, says CEO Michael Sandal,
learning from what others found out – or from
electrician with a flair for IT met to discuss the
Team Online A/S.
what they thought out.
action plan, which was introduced with the
From idea to business
that digitization could provide a solution to
Danish Act on Social Services (Lov om Social
The start of the Bosted System was just a
a number of the problems which I identified
Service) in 1998.
Centre manager, Michael Henriksen, centre for mentally disabled, Assens municipal
possibility of digitalising the statutory § 111
8
From my interest in computers I knew
thought, a persistent, enduring idea of using
and which had to do with documentation and
Since then, the dialogue developed explo-
modern computers as an efficient tool for do-
efficiency measurements – getting a grip on
sively, and in 2008 the technology supplier
cumenting social workers' activities. Towards
action plans and efforts in general and drawing
Team Online A/S celebrated the 10th anni-
the end of the 1990s, the man behind the
attention to the social workers' activities. That
versary, both of its groundbreaking IT tool for
idea, the social worker Michael Henriksen,
was the thought and the idea – it had to be
social workers, the Bosted System, and of the
had just been appointed deputy director of
possible.
success-ful implementation of the concept of
the residential and activity centre Lindebjerg,
Michael Henriksen emphasises that the Bosted
social IT, which has helped propel the digitization
with a not-quite-finished degree in engineering
System is the result of a bottom-up process:
of the entire social sector.
behind him.
– The system has been developed in collaboration
– When I met Michael Henriksen, Deputy
Michael Henriksen’s thoughts about hand-
with employees from care providers, employees
Director of the Funen-based residential and
ling documentation and sharing information
who are familiar with their own hectic working
activity centre Lindebjerg to discuss the pos-
via a computer sprang from his observations
lives and the daily pressures that come from many
sibilities for developing an IT system for his
and amazement at the routines of the social
different quarters, explains Michael Henriksen.
bostednews
More time for care
S
stitutions l service in a ci so f o tion Digitalisa
plans, with action g digitally r by workin hours a yea save 134 itution can inst . vice ial ser ted System itutions yee at a soc g in the Bos service inst An emplo ine handlin of social italisation ces of dig and medic italisation itled ‘Dig logbooks consequen thesis ent rk on the rn Denma mary of the y of Southe in this sum y rsit wh ive Un and the Read how ces’, from uen seq con s. – analysing institution ial service at three soc
CASE: SØNDERPARKEN CENTRE FOR SOCIAL PSYCHIATRY
The care providers using the Bosted System
of working hours
pay a monthly licence per full-time employee.
a year can be
However, experience shows that the cost is
reallocated
soon recouped.
paperwork to care
A survey conducted by the University of Southern Denmark documents that emplo-
without
from compromising
overall service quality in Denmark.
yees at a typical Danish care provider can
– So experience from Denmark shows that
each save 134 hours a year by implementing
by going digital an care provider can realise
the Bosted System and working digitally
savings corresponding to one hour more of
with action plans, journals and medicine
daily care per resident. And, of course, based
handling.
employee
on a modest investment with a payback time
172 minutes more for care rather than
This
gives
each
of usually a year or two. Now that really is
paperwork. This in turn means that al-
good business, says CEO Michael Sandal,
most 500 million Danish kroners’ worth
Team Online A/S.
feels the need to describe her current mental condition. – When I am feeling down, I rid myself of the sad thoughts when I write them down in
Mentally ill make entries in the logbook
the logbook. It is easier to write that you are
At the social psychiatry centre Sønderparken,
Gersvang.
having a bad day than it is to say it. Especially if you are a reserved person, says Kirstine
resourceful, computer-literate users can make
Jette Heidi Sparvath, development consul-
entries in the care provider’s logbook them-
tant, explains that putting the residents’ own
selves and evaluate the day’s activities using
logbook entries on the same footing as those
the Bosted System’s extranet. Ten users at
of the staff gives residents a sense of equality.
the psychiatric residential and support centre
– The resident involvement is also a huge
have access so that they can provide feedback
advantage in respect of temporary emplo-
to their teachers at the training centre and
yees and new staff who can quickly gain a
comment on the logbook entries made by their
better insight into the situation and mental
contacts.
well-being of the residents, says Jette Heidi Sparvath.
The extranet enables users to influence their
Bent Schultz, a psychologist, mentions
own lives and challenges their ability to cope
another benefit of the citizens’ access via the
with a mental illness.
extranet:
One of the mentally ill users, Kirstine Gersvang, thinks that the system is easy to use.
– Residents can write down how episodes with other residents affect them.
She uses the Bosted System, among other
Residents often isolate themselves from
things to add her own detailed comments on
the others if there are conflicts going on that
the staff’s observations so that the logbook
they cannot handle.
provides a more balanced picture of her
Using the extranet, the staff are able to
situation. The system also makes it easier for
act quickly based on the insights they gain
Kirstine Gersvang to express herself when she
through the citizens’ entries.
A citizen at Sønderparken
Extranet – communication with non-staff Access to selected data for partners,
citizens and relatives Access to activities, action plans, goals
and subgoals,logbook, forums, docu-
ments and medicine
bostednews
9
THE WELFARE STATE Danish Social Security Card
Denmark and the social services
10
In Denmark, as in the other Nordic countries,
they are deprived children, homeless adults,
Within the area of marginalised children and
social legislation is extensive, directing focus
physically or mentally disabled, elderly or in
adults, Denmark has several thousand small
at the rights and needs of citizens. In principle,
any other way belong to the weakest groups.
and large private and public care providers,
social legislation ensures that all Danes are en-
In Denmark, most of the social services
counselling services etc. which are financed
titled to regard themselves as full members of
are financed by taxes. The central elements
by the state and which offer specialist services
a welfare state, the aim being that everybody is
of the social policy are the responsibility
for, for example, physically and mentally
healthy and receive the help which they need
of the Ministry of Social Welfare, including
disabled residents, marginalised children,
as and when they need it.
the National Board of Social Services which
battered women, alcoholics and drug addicts.
In principle, social legislation places a safety
is charged with making an active contribution
The many services on offer are advertised on a
net under all citizens in Denmark – from the
to a knowledge-based social policy which con-
national portal, www.tilbudsportalen.dk, where
day they are born until they die. This means
tributes to ensuring that citizens are provided
detailed information can be found about the
that everybody – regardless of their financial
with effective social services. The National
various care providers, their target groups and
standing and social status – is entitled to
Board of Social Services ensures that social
their services.
hospital treatment, financial support if they
and welfare political initiatives are put into
are unemployed, and nursing and care when
practice by the Danish local authorities fast
they cannot look after themselves, whether
and as intended by Parliament.
CASE: EMPLOYMENT SERVICES PILEVEJ
– I like working here. Everyone likes my food, and
of hours worked and the volume of units produ-
I think the pay is OK, says Marianne. Marianne
ced, Marianne’s pay and that of the other users is
herself is mentally disabled and works four days a
based on their social competences. This gives us
Higher pay for smiling
week at the café, which is part of an occupational
an overall picture of the user – from her personal
scheme at the employment services Pilevej. Her
aura to her skills – which we use as a basis for cal-
The dish of the day at Cafe is tomato soup with
monthly salary depends not only on the number
culating his or her salary, explains Poul Erik Peter-
pasta at a price of $2 per portion, and Marianne
of hours worked. As is the case for the other 61
sen, who heads the Sheltered workshop Pilevej.
is busy in the kitchen getting ready before the
users, her salary depends on a number of factors.
mentally disabled residents and staff descend for
– There is a close link between pay and the indivi-
Easy to manage
lunch.
dual user’s action plan. In addition to the number
The advanced pay system has been developed
bostednews
Read more about Denmark at www.denmark.dk/en/
SOCIAL POLICY
Action plans In 1998, the concept of action plans was in-
The Danish state’s goal of digitalising social services
troduced in the Danish Act on Social Services. According to the act, all functionally impaired
1. Digitization is to increase quality, coherence and flexibility in the social services 1
adults are entitled to an individual action plan
in writing.
2 2. Digitization is to strengthen the legal rights of citizens and strengthen their role
The introduction of action plans was based on
four goals:
3 3. Digitization is to improve the basis on which priorities are decided and control is
1. 1 The plans were to increase the involvement
of individual users and strengthen their
4 4. Digitization initiatives are to increase the quality of the social services and free
influence
offered to citizens as players in the social system exercised locally and nationally up resources
2 The plans were to ensure that efforts were 2.
5 5. A coherent IT architecture involving the use of shared concepts is to be established
planned individually based on the individual
wishes, needs and situation of users
within the social services
3 The plans were to strengthen the holistic 3.
efforts, ensuring that individual service
providers work together and coordinate their
activities targeted at individual users
4 The object of the plans was to increase 4.
quality control within the social services
with a view to strengthening the legal rights
of citizens. Among other things, this is
ensured through a strengthening of the
access to appeal about efforts and the
contents of the plans
The action plan must contain information about:
UN Convention on Disability Rights
the purpose of the efforts,
The essence of the UN Convention on Disa-
the system also provides individual citizens
the efforts required to fulfil the purpose,
bility Rights is that all citizens, regardless
with insight into their own situation and
the expected time-frame of the efforts and
of any physical or mental disabilities, are
thereby a chance to influence their own
other special aspects regarding type of
entitled to be treated as equal citizens.
lives.
residential unit, employment, personal as-
The philosophy of the Bosted System the-
– The rights of the individual are inviolable.
sistance, treatment, aids etc.
refore supports the social workers' efforts
This is why the citizen is the focus of the
aimed at realising this vision.
Bosted System. The overview and trans
The Bosted System has been developed in col-
Documenting the efforts targeted at indivi-
parency afforded by the system strengthen
laboration with the authorities, care providers
dual citizens creates a basis for knowledge
the legal rights of the individual citizen and
and citizens and with reference to legislation
sharing among members of the profession
his or her chance of impacting and influencing
with a view to supporting the preparation of
– increasing the quality of the services
their own lives, says CEO Michael Sandal,
individual action plans by means of IT.
provided for individual citizens. However,
Team Online.
as part of the Bosted System and is easy to manage for staff. Pay is calculated on the basis
Handling of work pay for citizens at the employment services
of two questionnaires which are completed by
Work planning for residents
the resident’s contact. The first form, basic
Attendance and time registration
and qualification-based pay, covers personal
Reward pay
competencies such as independence, colla-
Calculating pay
boration, flexibility and personal appearance.
Printing payslips and tax reports
The other form, function-based pay, concerns
Score calculation of quality and
the user’s ability to perform daily tasks.
function-based pay
bostednews
11
BOSTED SYSTEM MODULES
One all-inclusive system The Bosted System is a modular system. This means that the individual care provider can make do with selecting the modules which it needs the most. The care provider can always add more modules as new needs and requirements arise. The Bosted System offers modules for all daily tasks in respect of administration, documentation, evaluation and knowledge sharing, including basic modules and functionalities such as Logbook, Action Plan, Calendar, Activities, Documents, Tasks, Statistics, Medicine Handling, Note and Forums. In the following, you can read more about the individual modules.
LOGBOOK & ACTION PLAN Logbook (Diary) makes it possible to document daily observations about the citizens. In Action Plan, the citizen can be described in detail. Goals and subgoals can also be listed in the individual and holistic action plans.
Restricted access to folders Email notification on upload of new files
TASKS Handling of short and long-term tasks associated with a citizen (if relevant).
MEDICINE HANDLING Handling of medicine for the individual citizen with information about preparations, dose and side effects and with a record of medicine administered.
CALENDAR
Upload of files without limitations in respect of file types
Option of graphic overview.
STATISTICS Gives a structured extraction of all kinds of information. Data can be
– joint calendar with appointment functionality
Joint calendar functions showing an overview of appointments for employees and citizens, e.g. meetings, activities and holidays, as well as an overview of events and activities at the care provider.
sorted and extracted as comma-separated files or PDF files, and reports (filter) can be generated.
NOTE Internal communication system with file attachment option. The message
ACTIVITIES
is displayed as a popup on the receiver’s display and includes a reply
Organisation of internal and external activities offered by the care provider
option. All messages received and sent are stored under the personal
with the option of adding an educational reason for the activities.
profile of the employee.
DOCUMENTS
FORUMS
A space for storing all kinds of digital documents, pictures, scanned
knowledge sharing
letters.
For the management’s and employees’ daily internal communication
Joint template-based folder structure
with a noticeboard and digital post-its for staff use.
User
– digital platform for daily internal communication and
Employee status in the system User – each individual employee has his or her own username and
Superuser
password for logging on to the Bosted System Superuser – has rights to give other employees access to the system and to register a new resident/citizen Administrator – an employee with unlimited rights and access to all
Administrator
12
bostednews
information in the system
BOSTED SYSTEM MODULES
Basic principles in the Bosted System PROFILE CARD
SYSTEM ACCESS
A profile card is created for each department, employee and citizen in
To manage the rights in the Bosted System and ensure a clear overview
the Bosted System where all relevant information can be found such as
of information, system access levels are established to which the individual
information on background, contacts etc.
employee is associated upon creation. The system access levels are typically divided into profiles for administrators, superusers, users and
START PAGE
special profiles, such as for persons responsible for medicine.
After login, the individual user has access to the start page which shows selected information about citizens and employees based on the affiliation
HELPDESK
of the individual user with the organisation. The start page can be
Via Helpdesk, you can monitor the status of new requests and ideas for the
designed centrally or individually for each user.
Bosted System which the care provider has registered with Team Online.
Covering more specialised needs The system also offers the option of a more sophisticated solution where modules covering more specialised needs can be added depending on the needs and requirements of the individual care provider – at no additional cost. This concerns modules such as: Resident Finances, Course Administration, Booking Temporary Employees, Administration of Pay for Citizens as well as External Communication via an Extranet.
RESIDENT FINANCES
ADMINISTRATION OF PAY FOR CITIZENS
Opens up for rent calculation, calculation of electricity and heating
Opens up for time and attendance registration, pay calculation and work
costs as well as pocket money.
planning.
COURSE ADMINISTRATION
EXTRANET
Is used to handle internal and external courses in the form of course
Gives relatives or other partners access to activities, action plans, goals
establishment, budget, attendance registration, association of employees,
and subgoals, logbooks, forums, documents and medicine.
citizens and facilities as well as Course Statistics.
BOOKING TEMPORARY EMPLOYEES
OPTION OF SENDING TEXT MESSAGES Can be used for work time planning, e.g. sending a text message to a
Offers managers the chance to plan work resources and the option of sen-
temporary employee to remind him or her of calendar appointments.
ding text messages with information on shifts to temporary employees.
The Text Message module is an optional extra and requires installation.
The system also enables: Email communication. The Bosted system offers an integrated email solution with associated web mail and
YES
NO
Handling of votes in respect of work and entertainment: “Which educational method should we use?” or “When
the option of sending and receiving emails.
should we have our next staff movie outing”.
Managing relevant names from the citizens’ world; the
Establishment of questionnaires and generation of statistics
system, for instance, notifies the user of the citizen’s birthday.
based on the responses.
Registration of partners such as doctors, physiotherapists, psychiatrists and psychologists.
bostednews
13
CASE: RICHMOND FOUNDATION
The entire start-up in Malta has been one of the greatest successes in my career as a project manager, says Janani Thayan, who is responsible for Team Online’s international projects."
Denmark on the world map for social workers The differences in social workers' practices from one country to another are minimal. The similarities are greater. This is demonstrated by experience from Malta, where the Bosted System has been implemented in record time with very few adjustments.
Quick and easy implementation
Knowledge exchange between countries
– The implementation of the Bosted System in
The Richmond Foundation has 42 employees
Malta has been one of the greatest successes
treating all forms of mental health disorders,
– From the outset, the management at the
of my career as a project manager, says Janani
and is financed by fundraising like all other
Richmond Foundation has been open to the
Thayan, project manager.
Maltese social service centres. The Richmond
system and the system concept which is based
The experience all the way from implementa-
Foundation went through exactly the same
on the daily work performed at Danish care
tion to user courses shows that the differences
introductory process as the care providers in
providers, says Janani Thayan.
between Danish and Maltese care providers
Denmark.
are minimal. The Bosted System was therefore
– They are using basic modules such as Action
Richmond Foundation, also emphasises the
implemented in record time in Malta with very
Plan, Logbook, Medicine Handling, Calendar,
organisation’s willingness to change as one
few adjustments even though the system was
Activities, Forum and Note, which together
of the reasons for the successful implementation
originally developed for Danish care providers.
cover the most important everyday needs
of the Bosted System in Malta:
The implementation itself was completed
– also for a Maltese social worker, says Janani
after three meetings in Malta and one week
14
of user courses at the Richmond Foundation.
bostednews
Thayan, Team Online.
Dolores Gauci, centre manager at the
– I believe that staff who are flexible and who can handle changes constructively are
Malta
pivotal to successful system implementation. In addition, every organisation and its
University
of
Southern Denmark.
employees need continuous support from the
Janani
management in order to learn new methods
Thayan confirms this:
and phase out the old ones, says Dolores
– It has been a real
Gauci, Richmond Foundation.
eye-opener for me to see
Andrew Baberi, who works as a social worker
how good the Maltese are at
at Richmond Foundation, is certain that other
integrating disabled citizens
Maltese care providers could benefit from the
into society. They do that, for
Bosted System.
instance, by letting disabled
Exporting knowledge and IT
children attend schools where
The success seen in the Maltese social service
to be more efficient and effective, especially
they can be taught with non-
field confirms that the Bosted System based on
in our line of work. The Bosted training allows
disabled children. The same goes
user-driven innovation in Denmark can work
this as, at the click of a button, it can give you
for adults at workplaces where disabled people
extremely well in other countries, says Bjørn
all the information you need. This saves a lot
have jobs working alongside non-disabled
Petersen, Danish Consul to Malta.
of time going through files and paperwork with
people, explains Janani Thayan.
– I believe that, in this day and age, you need
– It came as a positive surprise that the
the risk of not finding the information that you
Another experience which Janani Thayanhas
system matched so well in a Catholic country
want, says Andrew Baberi, who finds it very
brought back from her observations in Malta is
with different traditions to Denmark, both in
easy to use the system.
that the staff at the Richmond Foundation use
respect of ownership and how care providers
smileys to describe the mood of the children.
are being managed. So now that the Malta
Cultural understanding
– I believe that, in this day and age, you need to be more efficient and effective, especially in our line of work
Niels Henrik Helms, a researcher conducting research into IT-based knowledge and learning at the University of Southern Denmark, has monitored the Malta project from the outset. He is convinced that there is huge development potential for the cooperation within the social service sector for both Malta and Denmark – and, in the long term, for all other countries. – The Maltese frequently use the expression ‘cross-fertilisation’, meaning that it will be mutually beneficial for us to exchange experi-
Andrew Baberi
ence and share knowledge about how we see things. With its 400,000 inhabitants, Malta is
project has been completed, there is every reason to look at the opportunities for spreading the use of the Bosted System to even more countries, says Bjørn Petersen, who, among other things, expects the Enterprise Europe network to help pave the way for new useful contacts. Michael Sandal, CEO of Team Online, sees the spread of the Bosted System as a reflection of the flexibility of the system, which, in turn, is a reflection of Team Online’s own development strategy. – We always base our development work on the needs of users and the authorities’ requirements. Based on this, we have created a viable product which does not just hold its own in our
smaller than Denmark, and things are done
– They can choose between four different
differently from how we do them in Denmark.
small country – but also internationally.
smileys, and this is particularly relevant
It is also highly satisfactory to know that we
But the cooperation between the two countries
when the children return to the care provider
are simultaneously developing our own business
gives both parties a knowledge of and insight
after weekend visits with their parents. It is
area and the quality of the social workers'
into the other country’s culture as well as their
a fun detail which could easily be implemented
efforts for the benefit of the people that this
respective approaches to the concept of social
at the Danish care providers, says Janani
is all about – the citizen – whether they be
services, says Niels Henrik Helms, Director
Thayan.
Danish, Maltese, American, Tunisian, Dutch
of Knowledge Lab, a research centre at the
or Turkish, says Michael Sandal.
Implementation process
25 25 2008 2008
J J
F F
7 7 M M
Official Delegation among others with the Danish Consul to Malta
A A
M M
J J
J J
20 20 A A
Observation of staff workflow and leadership at Richmond Foundation got access to the system
S S
O O
N N
D D
2009 2009
User courses at Richmond Foundation bostednews
15
IMPLEMENTATION PROCESS
How to implement the Bosted System:
We help you all the way Deputy Manager of Customer Relations Janne Poulsen
When you decide to implement the Bosted
make sure that the Bosted System is acces-
System, we help you every step of the way
sible to the staff 24/7, just as our support
through the process. This means that our
department is available on a daily basis with
experienced consultants are involved in all
tips and tricks and other advice on using the
aspects of the work, right from the setup of
system. If the care provider should need ad-
the system to user training and, of course,
ditional training or wants to implement new
during the actual transition from paper to
modules or functionalities, our professional
digital documentation. After Go Live, we
consultants can also offer assistance with this.
Courses and consultant’s services
Written course material has been prepared for all courses and modules,
Team Online has developed courses customized to new care providers
and there are also illustrated user guides available for all modules
wishing to get off to a good start with the Bosted System:
and functionalities.
Start-up course: Two days for decision-makers and key staff at the
Apart from the basic courses, Team Online also offers a number of
care provider who must be able to determine the basic setup of the
supplementary courses such as a standard IT competency identification
Bosted System during the course.
process and a course in basic IT skills. In addition, we can also
Superuser course: One day for selected staff with technical flair and/
develop special courses in collaboration with the care provider
or a desire to help and support colleagues in connection with
adapted to local wishes and needs, e.g. if the care provider wishes
questions about the use of the Bosted System.
to introduce special modules after Go Live.
User course: One day for all employees who will be working with the Bosted System.
Generally, all courses are held locally at the care provider by Team Online’s own teachers and consultants.
Support After Go Live, Team Online offers operations monitoring of the system 24/7. In the event of emergency and critical breakdown errors, the operations monitoring department can be contacted. This support is designed for administrators and superusers who can report system errors and general emergency support needs. Team Online’s ordinary user support in the national competency centre in Odense, Denmark, is open five days a week. From there, Team Online offers support in respect of the day-to-day problems that occur and answers any questions that may arise in connection with the ordinary ongoing operation of the system which the local superuser or administrator is unable to help with. Moreover, the competency centre gathers wishes and needs from system users, and these are taken into account when prioritising tasks in respect of the ongoing development and updating of the system.
16
bostednews
IMPLEMENTATION PROCESS
Project elements At Team Online, we guide all our customers through an implementation process involving five welldefined phases: preparation, start-up, training, implementation and follow-up.
In the preparation phase, it is important to:
Identify the current work routines at the care provider Define the care provider’s needs and wishes for the Bosted System Prepare and hold a start-up course for decision-makers and key staff
1
at the care provider
In the start-up phase, it is important to: Introduce all employees to the implementation plan Complete all schedules and activity plans for the future progress of the project
2
During the training phase, it is important to: Identify the employees’ IT competencies Conduct the necessary basic IT courses Handle open issues and any barriers
3
Train the necessary number of superusers
During the implementation phase, it is important to:
Train relevant employees at user level
Follow up on the individual elements in the implementation plan Fix a Go Live date Replace the previously used systems, notebooks, paper notes with the new routines of the Bosted System.
4
Ensure successful commissioning
During the follow-up phase, it is important to: Evaluate system functions, options and the implementation process Gradually adjust work routines, e.g. internal meetings, overlaps in connection with handovers etc., to achieve the highest possible
effect
Develop an internal support organisation Provide continuous information about new functionality in the Bosted System
5
Train new employees and plan training in new modules
bostednews
17
CASE: RENDBJERGHJEMMET
CASE: RENDBJERGHJEMMET Quick and easy implementation The relief home Rendbjerghjemmet in Egern-
their daily documentation and administration
sund, in southern Jutland, is an independent
work. Six weeks after the revolution at Rend-
care provider functioning as a relief home for
bjerghjemmet, social worker Herdis Bonde was
families with mentally disabled family mem-
enthusiastic:
bers as well as a permanent holiday home for
– Things have gone really well – and far better
many mentally disabled people. The relief
than anticipated. Although it was all a bit confu-
home has between 70 and 125 users annually,
sing the first couple of days, I am surprised how
and virtually all logbook entries were made
quickly the Bosted System has become a part of
in one and the same report book covering six
our daily work, says Herdis Bonde, who is sup-
months before Rendbjerghjemmet introduced
ported in this view by her colleague Gitte Busch
the Bosted System. Everything was written in
Hansen, who works in the office:
this book, from episodes with the residents and
– Working with the system is easy and interes
messages about broken washing machines to
ting, and it offers a wealth of functionalities.
important information about changes in a resi-
Earlier, we just had one paper diary. But now, it is
dent’s medication and sick notes from emplo-
so much easier to gain an overview, and we can
yees. And everything all mixed in together. But
access information about the individual user at
that came to an end on 1 April 2008. From one
the click of a button. We can also use the system
day to the next, the old report book with the
to gather information so we can print out invoices
staff’s registrations was binned, and the staff
for stays here etc. It is pure magic, says Gitte
instead started to use the Bosted System for
Hansen. Social educational worker Herdis Bonde
18
bostednews
USER QUOTES
We create value for our users More than 15,000 social service workers are using the Bosted System on a daily basis for administration, documentation and knowledge sharing across units, departments, care providers and authorities. Employees find that the Bosted System has been developed for their professional group, and they sense that the system is based on extensive knowledge about the specific conditions in their daily work.
ANNI SCHØTT, CENTRE MANAGER, FØNIXGÅRDEN I believe that in this day and age, we need to be more efficient and effective, especially in our line of work. The Bosted training allows this as, at the click of a button, it can give you all the information you need. This saves a lot of time going through files and papers with the risk of not finding the information that you want.
ANDREW BABERI, SOCIAL EDUCATIONAL WORKER, RICHMOND FOUNDATION In the long term, there is no doubt that we can free up time for the one-to-one work. Right now, we are investing in the system, but I am convinced that we will have recouped the cost in a year or two in the form of enhanced efficiency.
NIELS OLE BENNEDSEN, CENTRE DIRECTOR,RENDBJERGHJEMMET The Bosted System has given us extra knowledge and a common language in respect of medicine which make us stronger in our own fields of expertise.
MICHAEL KJÆR, HEAD OF DEPARTMENT, BRAMDRUPDAM The Bosted System has given us better control of the documentation and easier access to the necessary information. It is no longer just stored in our heads.
PERNILLE HYLDTOFT, HEAD OF DEPARTMENT, MINIBO We have digitised almost all the daily documentation work. Of course we still have paper, but it is kept to a minimum. Everything is accessible to all relevant staff in the Bosted System.
MICHAEL HENRIKSEN, CENTRE MANAGER, CENTRE FOR MENTALLY DISABLED, ASSENS MUNICIPAL I do not mind at all if the social workers spend half an hour a day away from their care work, documenting and writing digital logbook entries. As long as it means that we, the mentally disabled, get better opportunities for living our lives just like everyone else.
LISBETH JENSEN, CHAIRMAN OF NATIONAL ASSOCIATION FOR MENTALLY DISABLED Now, I can keep an eye on what is going on in Simon’s life. I can leave a message or ask questions etc. whenever I have time. Before the Bosted System, the staff often only had the time to call me back in the morning when I was really busy at work. Now, I can leave a message in forums, and I then know that our contact always checks the Bosted System when she is next on duty.
TINA VESTHALD, RELATIVE, ÅBJERGGAARD bostednews
19
User-driven innovation We involve users The system is developed in close collaboration
wishes then become actual products when we
through which new modules and improvements
with the care providers and always with focus
reflect on their queries. We promise the care
in the system are released to all users.
on the citizen. User-driven innovation is one
providers more innovative ideas for solutions
The three annual updates help to ensure that
of the keywords in Team Online’s development
by keeping abreast of developments in IT and
the system continues to match users’ ever-
which means we listen to users’ wishes and
social service legislation. We follow up on all
growing demands and expectations regarding
needs. We are in dialogue with managers and
new policies and examine the requirements
functionality and ease of use.
officials from the social services. Cooperation
for documentation. With 10 years of experience
with users ensures that the Bosted System
in the field, we have built up a large network
becomes an aid in the daily social work rather
from which we benefit; thus we know where
Development based on user-driven innovation
than a barrier.
the social service field is heading.
Since 1998 when CEO Michael Sandal
Ideas into action
Three annual updates
Cooperation with the care providers means
Our development works both ways. Often users
the company. With the Bosted System as our
that users in their daily work with Bosted
provide us with input, but just as often we
starting point, the vision is to help create the
System automatically translate their own
ask users if they can use anything we have
world’s best socio-educational IT tool based on
workflows into improvements in the system
developed for others. This is the case with the
user-driven innovation.
and into new modules. The users’ ideas and
three annual updates of the Bosted System
established Team Online A/S, innovation, development and collaboration have driven
Johnny Killerup Pedersen
Phone: 623 271 4256
ASU Sky Song
E-mail: jkp@teamonline.dk
1475 N Scottsdale Rd Scottsdale, AZ 85257 USA
w
If you are interested to know more about Team Online and the Bosted System, please feel free to contact us for additional information. ww
www.TeamOnline.dk www.bosted.net