the role of telephony in the planned transformation of ... · telephony seems a good place to start...
TRANSCRIPT
The role of telephony
in the planned transformation of
Urgent & Emergency Care
Presented by: Mike Levey, Professional Services, Sesui
Telephony: more than just answering the phone
• 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’
Telephony: more than just answering the phone
• 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
Telephony: more than just answering the phone
We would like to think telephony solutions have all the answers – in reality it is an enabler
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
It is a technology component that may
provide some tried and trusted
options now and some
innovation for
the future
Telephony: more than just answering the phone
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
Telephony: more than just answering the phone
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
Telephony: more than just answering the phone
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
Telephony: more than just answering the phone
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
Telephony: more than just answering the phone
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
Telephony: more than just answering the phone
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
They say every cloud has a silver lining…
