helping clinicians connect: spok’s new device preference engine
TRANSCRIPT
HELPING CLINICIANS CONNECT
The New Spok® Device Preference Engine
COMMUNICATING IN A MOBILE WORLD
PROVIDING CARE THROUGH MULTIPLE DEVICES
Jack Smith calls operator to find Dr. Wise regarding medication request
Operator tries to reach Dr. Wise following device order in directory
Operator cannot reach Dr. Wise but sees note in record to contact Dr. Jones for escalation
Operator tries to reach Dr. Jones following device order in directory….
INTRODUCING THE SPOK DEVICE PREFERENCE ENGINE (DPE)
Spok Device Preference Engine (DPE) empowers clinicians to control how and when they receive messages based on their communication preferences and escalation protocols.
For normal messages first try my Spok Mobile device; after 5 minutes try my pager
For urgent messages only call my cell phone
If I don’t respond in 2 minutes, escalate to Dr. Jones
EscalateDr. Wise
Dr. Jones
SPOK DEVICE PREFERENCE ENGINE (DPE) FEATURES
• Profiles based on status• Different routes by message
priority• Try one or more devices • User configurable timeout• Escalate to alternative contact
• Support for most common messaging devices
• Accept or decline messages on capable two-way devices
• Full transaction history stored and available for reporting
• Play back and respond to text messages via phone
• Contact providers via phone in real time
• Screen calls before connecting
• Escalate voice calls using same rules as text messaging
• Integrates via SIP or TDM
User Contact and Escalation Preferences
Advanced Messaging Capabilities
Voice Escalation and Messaging
INTEGRATION TO SPOK CONSOLE SUITES
DPE serves as a rules engine for users to determine their preferred method of being contacted based on factors such as:
SpokDirectory*
* Spok Device Preference Engine integration to console suite directories is limited to Spok Console Suite and Spok Smart Suite
SPOK DEVICE PREFERENCE ENGINE (DPE)
Clinicians set up their preferences based on message priority:
Low HighMediumEma
ilSpok
Mobile
Alpha pager
Escalate
Spok Mobile
Escalate
@
SPOK DEVICE PREFERENCE ENGINE (DPE)
123
Select Priority(urgent, normal, etc.)
Set Device Preference(primary, secondary…)
Set Escalations(who, time between)
DPE ESCALATION: MESSAGE FROM WEB
Jack Smith sends a medication request to Dr. Wise via Spok Web
Dr. Wise receives the message on her Spok Mobile device and responds to Jack Smith with dosage instructions
DPE ESCALATION: MESSAGE FROM WEB
By the time Dr. Wise responds, Jack Smith is
unavailable
DPE ESCALATION: MESSAGE FROM WEB
Jack Smith had assigned Betsy Miller as his escalation contact.
After 4 minutes pass and Jack has not responded to the message on his phone, the message is
automatically escalated.
Betsy now has the dosing instructions from Dr. Wise and can follow up with the patient.
DPE ESCALATION: MESSAGE FROM CONSOLE
Operator Sue Johnson pages Dr. Wise when a patient calls for
her
Dr. Wise is unavailable and doesn’t receive the message
The message escalates
automatically to RN Betsy Miller, who dials the operator to
connect with the patient calling
DPE gives current Spok Console users the ability to add enhanced escalation capabilities to their current Spok environment.
DPE: VOICE CONNECTION
Nurse Amy needs to speak with Dr. Johnson for a consult
“Jane Johnson…Consult…Urgent…”
Because this is an urgent consult, Dr. Johnson’s smartphone will ring and connect her with Nurse Amy.
DPE: TEXT-TO-SPEECH
Nurse Betsy needs to send Dr. Wise a message and enters it into the Spok Web Directory.
“Patient Smith in 421 asking for pain meds -
recommendation?”
“Patient Smith in 421 asking for pain meds - recommendation?”
Dr. Wise has her status set to “On Rounds.”
By this profile, she prefers voice-based messages.
The message which Nurse Betsy has entered into Spok Web goes through the DPE’s text-to-speech engine.
Dr. Wise’s phone rings, and the system reads her Nurse Betsy’s message.
Time needed to complete a consult request without Spok
0:00 min 1:00 2:00 3:00 5:00 7:30
Physician consult needed
Call Operator Services
Operator Services looks up information, schedules contacts, instructions
Operator manually contacts physician devices
Physician not available
Operator manually escalates
Operator connects with physician
Physicians Connected
7:006:30
DPE: SAVING VALUABLE TIME
DPE contacts physician – automatic escalationConsult initiated via DPE
Time needed to complete a consult request with Spok
MINUTES SAVED PER CONSULT
:30 1:000:00 1:30
Physicians ConnectedSystem finds physician and communication profile
DPE: SAVING VALUABLE TIME
LET’S GET IN TOUCH!
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