The role of telephony in the planned transformation of Urgent & Emergency Care. Presented by: Mike Levey, Professional Services, Sesui

Transcription

1 The role of telephony in the planned transformation of Urgent & Emergency Care Presented by: Mike Levey, Professional Services, Sesui

2 Encouraged to use the phone Phone before you go First language for everyone is not always English Too many numbers for a service that is offering SINGLE POINT OF ACCESS Ease of use too difficult and it becomes easier to go to ED Callers miss the opportunity to be signposted to the correct resource Position as the right solution for unplanned thereby the right place has more time and capacity for planned The telephone should offer more proactive monitoring and thereby a more planned journey

3 Increasing numbers of Federations/Communities working together, sharing together Collaboration could offer a competitive advantage An opportunity to increase scope through economies of scale Experience is costly to achieve retain that expertise through flexible working options More efficient and effective use of resources and the potential to increase productivity The telephone should offer more direct and personalised contact reducing return admissions

4 We would like to think telephony solutions have all the answers in reality it is an enabler It is a technology component that may provide some tried and trusted options now and some innovation for the future Telephony seems a good place to start given the drive toward 111 and the associated journey that can open up for patients through a single telephone call

5 For years there have been traditional telephony solutions and more recently, the ability to integrate voice with data and use a single unified delivery mechanism Cloud and / or hosted telephony sits somewhere in the middle and supports both Traditional site based: Can be costly to implement, support and upgrade high capital infrastructure costs per site Doesn t always provide a real-time view of what s really happening and the caller experience Lacks flexibility staff come to it rather than the service being delivered to staff Lacks resilience and quite often suffers from a single point of failure It can take time to realise configuration, service and / or hardware changes and there is invariably a price tag

6 So what can Cloud and / or hosted telephony offer and what could be the benefits within your specific area? It can provide cost effective technology now and in the future Reduce capital outlay from the outset Seamless technology upgrades when available or needed Access to higher level services Short deployment timeframe ensuring staff efficiency is maximised

7 So what can Cloud and / or hosted telephony offer and what could be the benefits within your specific area? It can provide the bigger picture Both sides of the coin The callers experience before the call is even offered for answering The callers experience when the call is being answered Know service performance before hearing it from patients Use historical and real-time data to build financial and staffing models Decision making based on knowledge

8 So what can Cloud and / or hosted telephony offer and what could be the benefits within your specific area? It can provide greater flexibility and a component allowing the Clinical workforce to do their job No longer do all your staff need to be in the same location create a Virtual Call Centre with location independent working that increases the availability and productivity of your people For home workers you no longer need to provide separate telephone lines cloud and / or hosted intelligence can call them with centralised accounting It can provide greater resilience Any cloud or hosted solution worth considering will include built-in business continuity options Mobile telephones need no longer be the only alternative to failed building based services Collaborative working can offer always available overflow and disaster recovery features

9 So what can Cloud and / or hosted telephony offer and what could be the benefits within your specific area? It can provide an option for organisations to deliver additional and complimentary services without the associated increase in personnel and cost the wearing of many hats Use the intelligence in the cloud to appropriately route calls based on the number called Advise the receiver of the service that was called, so they may modify their welcome It can help recover that precious commodity time, through centralised storage and system integration Record all your calls in the cloud and provide controlled and secure access from anywhere and from any device Link cloud telephony with patient management system and provide direct and secure access to call recording data from patient records a significantly more efficient process

10 It can provide the platform for the future: A smooth migration to internet telephony solutions and e-consultations support the digital agenda A vehicle for some aspects of TELEHEALTH further off maybe potential as a diagnostic tool A service that can easily unite communities and federations while keeping local autonomy A technology that encourages integration and mobility Automated / integrated interpreter service Support for different devices and access options A technology that will continue to evolve rather than be replaced

11 They say every cloud has a silver lining

12 Thank you!