Coordinated Services at HSU

The project focused on creating descriptions of 10 archetypal patients that illustrate key aspects of the service needs of individuals seeking care from the South Iceland Healthcare Institution (HSU). Care was taken to include a wide range of factors, including children and adults, physical and mental health conditions, as well as illnesses and injuries.

A project team with representatives from several of the institution’s service locations reviewed the archetypes and documented how each one would move step by step through the service process at different times of the day across all service sites.

The goal of the project was to identify strengths and challenges in delivering healthcare services within HSU’s service area, spanning from Hellisheiði in the west to Höfn in the east. The findings were used to implement improvements in service management and user flow to ensure safety, efficiency, and equity.

Examples of procedures, guidelines, training sessions, or new tools introduced as a result of the project include:

• Procedures for responding to violence or threatening behavior.

• Implementation of electronic safety buttons for staff.

• Protocols for situations where a patient presents with chest pain or symptoms at a health center without an emergency department.

• Staff training on assessing suicide risk among service users.

• Guidelines on where to find information about trauma support and procedures for handling sudden death within the institution.

Additional measures included:

• Guidelines for debriefing sessions to support staff after difficult incidents or challenging situations.

• Procedures for involuntary admission and deprivation of autonomy.

• Introduction of a bot (e.robot) named

  Eldborg

  , which receives information about foreign tourists from reception and automatically sends the data to Icelandic Health Insurance for billing.

• Guidelines for registering in the Saga system outside regular opening hours.

• Implementation of the

  Care to Translate

  app to simplify communication with foreign patients.

• Emergency call lists and other contact lists providing an overview of HSU’s response coordination in cases of major accidents, natural disasters, or similar events requiring activation of the mass casualty plan.

All procedures and guidelines are reviewed every few months and are accessible in the institution’s quality manual, which staff can access.

By introducing improved procedures and increasing the number of quality documents, the aim is to promote greater efficiency, consistency, and quality in the institution’s operations. Clear and accessible documentation provides staff with support in their daily work and ensures that practices align with recognized standards and objectives.