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Dr. Thomas de Boer

 Inês Gaspar Felicano

Number: 1701150

14-11-2007
 
 

4ow we learn in the lessons, e-business may be defined broadly as any business process that relies
on an automated information system. This enable companies to link their internal and external data
processing systems more efficiently and flexibly, to work more closely with suppliers and partner s,
and to better satisfy the needs and expectations of their customer.

E-business involves business processes spanning the entire value chain: electronic purchasing and
supply chain management, processing orders electronically, handling customer service, and
cooperating with business partners. Special technical standards for e -business facilitate the
exchange of data between companies. E-business software solutions allow the integration of intra
and inter firm business processes. E-business can be conducted using the Web, the Internet,
intranets, extranets, or some combination of these.

And when we talk about E-business we need to talk about ICT (Enterprise Information System) too.

ICT, provide a technology platform that enable organizations to integrate and coordinate their
business processes.

They provide a single system that is central to the organization and ensure that information can be
shared across all functional levels and management hierarchies.

  

Nowadays the Internet has an important paper in the society: it allows an easier communication
between people.

Inside a company it allows communication, interaction and transaction of information inside the
company or to outside it in a fast, efficient and ec onomic way.

Through the internet we can search new customers; we can know better the habits and their
conduct of form to anticipating their necessities, like we can be made personalized attendance.

We can produce easier and more economic value to the customers, what also it is extremely
healthy because it makes possible to the small companies a more balanced dispute for the market.

So the E-business is an important business to the health of the company.

 
 



In the lessons it was studied the case ͞The Outpatient Clinic͟ and this work has the objective to
improve the functioning of the clinic, discovering new chances for the development and prosperity
of the clinic, using de E-business and ICT.

Through the case that it was given we could construct the following diagram:



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And is from this diagram and the text that I will go base to improve with my ideas to the
performance of the clinic with sight to a bigger profit of time and satisfaction of the customers.

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The internet is the best alliance to a development of a Company. In this case the internet can make
the work easier to the workers.

Well, my ideas to implement in this case are center in an internet clinic page where the patient can
treat some bureaucracy, like make and change appointments, clarify the doubts and treatments
date, get information about the evolution of their treatments and more than I start to explain:

1. V After the first appointment in the health resort where one password is given to the patient,
he can start to make an appointment in the clinic by the internet acceding to its personal
page;
2. V In the site are some images to exemplification the different types o f skin diseases that exist.
 So, with this image people/patient can compare with their problem and see more
information about that and if their problem are a skin diseases;
3. V In the site is created a place where doctor͛s can make a diagnostic through the pictures
sended by their patients to view what is the importance of the situation of their patients;
4. V After the appointment the doctor sends the diagnostic to the nurse, to the receptionist and
to the insurance company in a diagnostic page. In this diagnosis page are every information:
how will be the treatment, who will be the responsible specialist and the nurse.
5. V Before each appointment the patient will receive an email to remember him and for ask a
confirmation;
6. V To cancel an appointment, the patient can do it in his personal page, and to mark in another
date too.
7. V The other change is about the relation between clinic and insurance companies. To facilitate
it when the specialist fills the personal internet page with the diagnostic he sends that to
the receptionist and to the nurse and he sends to insurance company too.

With these innovations in the system, the clinic becomes easier to understand for everyone and
turn the work more efficient and they also cause some changes in the diagrams of the clinic,
because the workers have its functions change.

Employee

Receptionist Financial department Specialist Nurse

receives done order

check fill

Incoming send diagnosis Treatment Supliers

makes payment
appointment send to
Outgoing Net Page
payments Patient gets

makes Invoice
send to
send to Insurance
Company

makes
receives

So with these changes we have to do new diagrams. One with the Enterprise Structure, two
with the functions, two about the main new processes and one about the resources.
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This type of diagram show how the enterprise is divided, the departments project teams.

In this case it hasn͛t registered many alterations in the structure of the clinic. The only
alteration is the disappearance of the procurement. The work made for this department
starts to be done by the nurses and the receptionists.






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Nurses Receptionists

Specialist 1 Specialist 2 Specialist 3



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I choose a Function diagram because with my E-business opportunities the functions of the wo rkers
change a little bit so is necessary to demonstrate how they change.


 


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company

Now I start to explain the diagrams above. They are both diagrams functions but made in a two
possible ways.
After some alterations with the implementation of the E-business, the nurses start to have as main
activities, the accomplishment of the patient and to make the order to the suppliers about the
necessary material because the nurses are the person who has the bigger notion about the
necessary material. The order is made through the informatics implemented system.

The receptionists checking the bookings inform the specialists about the consultations and update
the internet page of the patients if necessary.

The specialists do the diagnostic and put it in the internet patient page and send it to the nurses,
receptionist and to the insurance company too. With this, the specialist saves money to the clinic,
facilitate the nurses and receptionists work and make hasten the process because in the past this
activity was done by hand and has just send once a month.

The Financial department just is responsible for the supplier͛s payments and to the securities
payments and bureaucracy.

The E-business system implemented in the clinic count every information needed by every actors of
the clinic. When the specialist make the diagnostic of the patient, and when they put it into the
system the system are programmed to re-guide the information to the different pages
(receptionists, insurance and nurses page) and sent to them and the same happens with the other
actors, the information put by the nurses are re-guide to the other actors.

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With these new E-business opportunities the way to do the things changes too. So the Process
diagram shows the new procedure of the clinic: the steps to be taken.

I choose to do two diagrams one about the patient and other about the specialists.




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No Yes Go to the site and

Make an appointment No Send an email
compares the image
with the receptionist in 4ave Password? with his case. Are to the doctor
the Clinic? equal? with pictures?

No No
Yes
Finish the Finish the
process Make an Yes process
appointement
by net

No Yes
Yes

Stay at home Go to the No
and finish the diagnosis Make another
 case consult? appointment?

Yes No
 Yes
Finish
the
case
 Begining the
and
treatment pay a
fine

Pay that treatment No Yes
and mark another The reason is The appointment of
 treatment acept? the treatment is cancel
or he doesn͛t show
 Yes up?
No
 Mark another date
and proceed the
treatment Proceed the
 The end of the treatment treatment

About the Patient diagrams I͛m focuses in the steps to be taken by him when he wants to mark an
appointment and do the treatment. So are two possibilities to mark an appointment. The first
possibility is, if the patient has a password he can accede to the site and compare his skin diseases
with the pictures, if some pictures are similar with his problem he can mark a n appointment by net.
If any pictures are similar with his problem they can send an email to the doctor with his problem
pictures and ask for an opinion. If he send an email and the doctor say: yes that is a skin diseases,
the patient mark an appointment, if that problem isn͛t a skin diseases the patient don͛t mark an
appointment and the case is finished.

The other way to mark an appointment is to go to the clinic and mark an appointment with the
receptionist. After the appointment is marked the patient or goes to the consult or not. When he
doesn͛t go he can mark other appointment by internet or doesn͛t mark another appointment and
the case is finish.

After the diagnostic consult if the doctor views that problem is a skin disease the treatment begins.

Sometimes the patient has to change his appointment, when the reason is accept he can mark
other session by the internet using his web page and don ͛t pay anything more. But when the reason
isn͛t accept or the appointment is cancel to late the patient just will be able to mark other session
after he pays the other. 4e can pay by net with Visa Card to facilitate the things to him and to the
clinic.

When the treatment is finish the process of this patient into the clinic is finish too.

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Make a diagnostic

Send the patient

- Put the diagnostic into the to home
personal page to the No
receptionist and send patient Are a skin Disease? No
to home or send an email to
the patient Yes - Put the diagnostic into the
personal page and send it to
ppjl No the nurse and to the
The patient has an
insurance health? receptionist and ask if the
patient wants do continue?
Yes -

 Send an invoice to the Yes

insurance company;
Put the diagnostic into the
personal page and send it to Treatment
the nurse and to the
receptionist; The specialist evaluates
the progress. It has a
progress?
Change the treatment
No
Yes
Continuous with the
Correct treatment
treatment
 The specialist has two new functions: send an invoice to the insurance companies and do a
diagnostic by internet. So, the specialist makes a diagnostic to the patient and see if the problem of
the skin is or not a skin disease. If the patient doesn͛t has a skin disease the specialist put the
diagnostic into de personal page of the patient and sends to the receptionist and sends the patient
to home. If the patient has a skin diseases the specialist ask him if he has a health insurance, if the
patient has he send the diagnostic to the nurse, to the receptionist and a invoice to the insurance
company automatically, if the patient doesn͛t have a health insurance the specialist ask to him if he
want to proceed with the treatment if the answer is yes he sent an invoicing to the receptionist if
the answer is no he send the patient to home. The treatment begins and after 5 sessions the
specialist evaluates the progress of the patient through the registration of the nurse and sees if the
treatment has a success or if the treatment has to be change. If the treatment has to be change he
sends an invoicing to the nurse with the changes by internet. If the treatment is the right he says to
the nurse to continue.

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A resource diagram show us whatever is needed to perform a process, like, the people, materials,
machines and the utilities of those.
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So, in the clinic exists four types of works: treatments, diagnosis, services organization and
financing. The Treatments are made by nurses and to do its work they needed some material and
some machines, the more important materials are creams and pills, and the more important
machines are the Light Therapy Machine. The Diagnosis is made by Specialists to do its works they
need an informatics system to fill, see and send diagnosis. The Services Organization is made by
receptionists and is needed the informatics system with the patient internet personal page. The
financing is made by a financial department and they needed the i nformatics system too for receive
the incoming payments and send the outgoing payments.

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Employee

Receptionist Financial department Specialist Nurse

receives done order

fill
check
Incoming send diagnosis Treatment Supliers
makes payment
appointment send to
Outgoing Net Page
payments Patient gets

makes Invoice
send to
send to Insurance
Company

makes
receives

After a deep analysis of the alterations that the E-business brought for the clinic I will start to
explain the new Object Type that is a diagram that summarizes all main activities of the company.

In the new model the clinic start to be constitute for only four sectors which reduces some
expenses of human resources of the clinic.

So the clinic is composed by the receptionists, financial department, specialists and nurses.

The nurses start to be responsible for the accomplishment of the treatment and for the sending of
the orders to the suppliers. The orders to the suppliers are done by an internet system where the
products and the material required from the clinic are register. This system is constantly connected
to the suppliers system and with this the clinic can save money and time. This task is made by the
nurses because they have a bigger notion about the necessary material.

The specialist make the diagnostic by two ways: one is personally and th e other is by email. The
diagnostic by email, this consists at the analyses about the patient problem through the pictures
sended by him. If the problem is a skin disease the specialist advise the patient to contact him in
the clinic. If the problem isn͛t a skin disease the specialist advises the patient and begins another
case and this prevents the wait lists.

Another paper of the specialist starts to be to send the patient report to the insurance company.
Through the informatics system computer when the specialist fills the diagnosis file of the patient
he is also fills the insurance form and the diagnosis with the indications of the treatment to send to
the nurses too.

The financial department receives the incoming payments from the insurance companies an d does
the outgoing payments for the suppliers.

The receptionists do the appointments for the patients who doesn͛t has an internet access and
confirm the other bookings and do the internet personal page updates.

Being thus the informatics system implementation optimizes the system work.
  


The ICT and E-Business system have an important paper in our personal and professional life͛s
because it͛s contribute for a better organizations and facilitate the communications between them.

With the new e-business opportunities we can change in a positive way the institutions in this case
a 4ealth Institution, to organize this changes we use the ICT system because with the use of the
diagrams we can show how and where the work inside the clinic i s.

With these new opportunities the patient has more responsibility in his treatment because he is the
main responsible for its clinic note -book. 4e makes him appointment, he choose the best days for
him treatment, he can change the treatment days but with some conditions (the conditions are
implemented in the system), when he change the treatment day and the clinic doesn͛t accept him
reason or when he cancel the appointment too late he has to pay a fine he can pay by the internet
using a Visa Card and after the payment he can make another appointment. So with these changes
the patient has more responsibility and sees its life more facilitated.

With the new way to make an appointment all workers in the clinic has an easy access to the book
appointments and organize its professional life more easil y.

The clinic understood that some changes are difficult to be understood for some people, in special
for old people. These people have more difficult with the new technologies so the old way to make
an appointment is persevere. To the young people when they receive the password the receptionist
explains to them how the system works.

About the regulations and the laws I thing that everything is alright. Because the rights of the
workers and the customers are respected. The customer͛s (patients) has two ways to do
appointments, to change them appointments and to make a diagnosis. The workers have a
facilitated works, not losing much time waiting for the papers. And as I said above, the informatics
system already contemplates all demanded bureaucracy.

So I think these are the best opportunities for a Skin Diseases Clinic. It isn͛t radical changes but light
changes that do not stimulate patient and workers resistance and that improve the quality and
efficiency of the clinic.