SJG Hospital Weert is a regional hospital with approximately 1,000 employees. As an independent hospital, it focuses on basic care provision in their region. The hospital refers patients with a demand for more complex care to a large network of partners. Both at intake and referral, employees share, on a very regular basis, data that is defined as special personal data by the Dutch Data Protection Authority.
“For the exchange of patient data with our partners we have different options”, says Annemiek Knipscheer, Information Security Officer (ISO) of SJG Hospital Weert. “We can safely share information with general practitioners, for instance, via our hospital information system and Caremail. However, there was no structural solution for secure communication with partners who we refer patients to. Faxing proved to be the most secure means. To offer an option that is structurally safer and more user-friendly, we opted for ZIVVER six months ago.”
“ZIVVER offers a secure channel, checks the recipient and involves the user in this process. This cogent combination was the deciding factor for us.”
In their search of the most appropriate solution, Knipscheer and her colleagues scrutinised various tools. “Various solutions, suitable for healthcare, offer a secure channel for the exchange of information”, she says. “Only a few solutions checked the recipient as well. However, no other tool contributed to the data awareness of the user. That is a pity, since behaviour happens to be an essential component in data protection. ZIVVER offers a secure channel, checks the recipient, and involves the user in this process. This way, the tool directly stimulates behavioural change among our employees. This cogent combination was the deciding factor for us.”
"Inexperienced users may experience this as complex. This is way the tremendous user-friendliness of ZIVVER is an important advantage.”
Another important asset, according to Knipscheer, is the fact that partners do not need to have ZIVVER themselves in order to exchange information. “Referring to these partners is done ad hoc”, she reasons. “It is practically impossible to make separate user agreements with all these different parties. At the same time, it is essential, of course, that partners accept the solution we have proposed. The fact that they do not have to have ZIVVER themselves, helps considerably. Nevertheless, we force our partners to carry out an extra action, with the introduction of a secure channel. Inexperienced users may experience this as complex. This is why the tremendous user-friendliness of ZIVVER is an important advantage.”
"In particular the sector-based lists of ‘risk words’ are very practical. By making these lists available proactively, ZIVVER takes a lot of work off our hands."
ZIVVER offers users an Outlook plug-in and a web version. SJG Hospital Weert opted for the first option. Knipscheer: “When using the web version, employees first have to open the online environment before they can send anything. You do not have to take this extra step if you email securely directly out of Outlook. In the plug-in, we will make use of the business rules ZIVVER composed. Particularly the sector-based lists with ‘risk words’ are very practical. These are words that are often linked to private date in healthcare. For instance, words such as ‘anamnesis’, ‘treatment plan’, ‘medication’ or ‘Citizen Service Number’. By making these lists available proactively, ZIVVER takes a lot of work off our hands.”
"But it is up to us, of course, to implement all these different options in our system. Fortunately, the people at ZIVVER always provide us with very clear advice."
Despite the user-friendly nature of the solution, the implementation of ZIVVER presented Knipscheer and her IT department with several challenges. It happens quite regularly that assistants have to send secure messages on behalf of practitioners, for instance. Or emails containing personal data are not directed at a specific practitioner, but to a ward or a cluster. “ZIVVER offers this possibility”, says Knipscheer. “But it is up to us, of course, to implement all these different options in our system. Fortunately, the people at ZIVVER always provide us with very clear advice. It is a very approachable organisation, which always responds fast and adequately to our calls for help and our requests.”
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