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With PACS as with any healthcare-specific technology, some universal expectations are common to all end-users and their IT support teams. Yet there are also as many unique sets of preferences as there are PACS stakeholders. This duel truism was in evidence when ImagingBiz spoke with PACS professionals from three separate health systems in Ontario. All named attributes like intuitiveness, ease of use, innovativeness and attentive service as prerequisites for acceptability.

And all maintained that Sectra PACS meets their respective needs. But each had particular reasons, observations and viewpoints to share from their hands-on experience.

Here’s what we heard from Canada’s Heartland Province. It's All About the End-User At Quinte Health Care (QHC), a four-hospital community system on Lake Ontario’s Bay of Quinte, demand for all manner of medical services is up and still rising. QHC tended to 315,000 patients in 2017. That represented a jump of 4,000 patient visits over the previous year and of 13,000 over 2015. David Allsopp, a PACS administrator who works at the system’s largest facility, 192-bed Belleville General Hospital, says the growth challenges his team to meet PACS end-users’ uncompromisingly high expectations. “The people who use our system want it to work right away,” Allsopp says. “They want it to be fast.” Of course, that’s as it should be for any provider organization focused on putting patients first.

And at QHC, high standards are deeply embedded in the culture. QHC’s stated values exhort its people to imagine the patient “is you. Respect everyone. Take Ownership. Always strive to improve.” That thinking surely figured back in 2007, when the radiology department opted to replace a PACS it had installed just two years prior. “We made the right choice by moving to Sectra,” says Allsopp. “When you say it’s user-friendly or it’s easy to work with, that’s really big.

Our end-users are getting what they want.” Allsopp says he and his imaging IT colleagues have had to do quite a bit of troubleshooting for technology-related issues over the years. Many of the problems have traced to QHC’s four-site dispersal on top of its relatively small overall footprint (for a multi-site health system, anyway). “Sectra has helped us work through all those problems,” he says.

At the same time, QHC uses an offsite central image repository (HDIRS) that it shares with 24 hospitals and seven large clinics within 200km in surrounding Ontario. Among other uses, QHC taps the shared archive as a backup. When an exam is entered in the RIS, prior images belonging to the patient, whether they were taken at QHC or in one of the other hospital/clinic, are automatically downloaded from this repository to Sectra PACS, so that the radiologist can access the full patient history. They also have integrated access from within PACS to all those archived exams for any of their previous patients. In that way, “it’s helping us get to a single EMR system for medical imaging,” Allsopp says. “And certainly our radiologists love that.” Allsopp says Sectra PACS technology differs most significantly from that of other vendors in its high level of intuitiveness.

“It has all the bells and whistles that our radiologists and orthopedic surgeons demand, but it’s simple,” he says. “There’s not a big learning curve for them on the front end. And I find it fairly easy to service on the back end.” Sectra’s customer-centric approach to service also helps with staff across the board. “My Sectra rep knows half of my radiologists,” Allsopp says. “If I’m having trouble with something, or if I’m not there, my Sectra rep will work with my end-users and get the problem straightened out right away.” What’s more, Allsopp adds, Sectra is a clear technology innovator. “When I see a need coming along or a challenge ahead, I go to Sectra and say, ‘This is where I see us going.’ And they often say, ‘Yes, we’re already working on that.’ They really have their fingers on the pulse of the business of healthcare. They’re ahead of the curve.” Going forward, Allsopp looks forward to working even more closely with Sectra.