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Avaya Healthcare SolutionsNew healthcare regulations such as The Patient Protection and Affordable Care Act in the U.S., Health and Social Care Bill 2011 UK, and Excellent Care for All Act in Ontario Canada are linking medical reimbursements and funding for hospitals to the patient experience in terms of quality of patient care and better patient outcomes. Additionally, in the U.S. at least 35 states allow some reimbursement for telehealth services with 12 states having enacted legislation mandating private sector insurance companies to cover telehealth services.
These regulations along with standardized
digital patient records and automated,
software-driven processes are creating
unprecedented opportunities for efficient
communication, collaboration, improved
patient care, and a reduction in the cost of
care.
Focused on the entire lifecycle of patient
care, Avaya Healthcare Solutions improve
patient outcomes, reduce healthcare
costs, and increase patient satisfaction by
removing barriers that hold up hospital
clinical processes. The solutions help over
5,500 healthcare organizations combine
communications, collaboration, mobility,
and workflow automation to simplify and
automate patient care processes from
prevention to treatment to post discharge
follow up and home care. This results in an
improved patient experience and reduced
costs.
In addition to solutions to enhance
patient care, Avaya offers innovative
administration, operations, and marketing
solutions designed to make healthcare
organizations more responsive and
efficient and to help them achieve or
maintain regulatory compliance and
become more profitable.
PreventionHealthcare providers are spending an ever
increasing portion of their budget on
chronic disease care. Avaya disease
prevention and wellness management
avaya.com | 1
Recipient of the Frost & Sullivan 2011
Global Customer Value Enhancement Award
for Improving Patient Care
2011
GLOBAL UNIFIED COMMUNICATIONS TECHNOLOGIES CUSTOMER VALUE ENHANCEMENT AWARD
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solutions automate routine processes
such as outreach, education, and
collection of vital statistics which, can
improve patient experience and
provide better disease management.
Solutions include:
•AutomatedPatientOutreachand
ChronicDiseaseManagement
solutions, in addition to reminding
patients to book appointments,
also collect health readings,
measurements, and questionnaire
responses.
•WellnessEducation with Avaya
web.alive™, provides an online
multimedia collaboration
environment in which clients and
patients can interact with peers and
engage with clinical staff to learn,
among other things, how to manage
wellness.
Pre-admissionHealthcare providers experience up
to 24% missed appointments. To
improve clinical productivity and
extend patient interaction beyond the
hospital, Avaya automated pre-
admission solutions include:
•PatientAppointmentReminder
maximizes the number of patients
who show up and are prepared
(fasting, etc.) for scheduled
appointments, reduces the need
for dedicated contact staff, and
increase facility utilization by
proactively identifying
cancellations.
•HospitalEnvironmentOrientation
uses Avaya web.alive™ to provide an
online, immersive multimedia
environment that helps clients
adjust to the hospital environment
by doing a virtual admission walk
through. At each stage - reception,
admitting & registration, nursing
station, etc., patients can talk to
staff they encounter.
Treatment / CareHealthcare professionals are very
mobile and need to collaborate across
care teams to provide the best care.
Designed to give healthcare
professionals access to the most
current patient information as well as
improve responsiveness to patients,
Avaya solutions can improve the
quality of patient care, patient
satisfaction, and staff productivity.
•MobileCareCoordination is
comprised of three applications that
enable greater staff mobility and
accessibility to enhance care
delivery and management. Mobile
ActivityAssistantwithone-X®
MobileSIP is an advanced mobile
messaging client designed to help
hospital staff coordinate care while
mobile. In a single view on a mobile
device or tablet, this solution
manages tasks, alarms, alerts, and
messages initiated by a system,
device, or person. Using dynamic
contextual message prioritization,
it presents the highest priority
messages first, minimizing
information overload and alert
exhaustion. In addition, presence
status is displayed directly within
the client so staff can respond via
text and, using Avayaone-X®
MobileSIP, can also launch and
initiate a voice call with a single
touch.
Healthcare providers need the
ability to secure and control the vast
number of mobile devices in the
workplace. With the newly formed
partnership between Avaya
and MobileIron®, healthcare
organization can control and deliver
applications to mobile devices
(phones or tablets) through the
MobileIron® App Storefront and
easily remove applications and data
if a device is lost, stolen or removed
from service. And, to help prevent
HIPAA violations and increase
productivity, the application also
establishes security profiles that
enforce password compliance and
disable screen capture, camera,
games, and app store access.
Another application, TheAvaya
Flare®Experience, offers fast easy
access to integrated real-time
communications and collaboration
tools including:
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– drag-and-drop voice and video
conferencing
– multiple enterprise and personal
directory access
– presence, instant messaging,
email, contextual history, and
social media
– real-time viewing and editing of
shared images/documents from
any location, whether at the
hospital or a patient’s home
Avaya’s advancements in video
communications for healthcare
focus on telehealth solutions that
can give home care nurses and rural
hospital workers fast access to
specialists and physicians, located
anywhere, via video. Additionally,
Avaya telemedicine solutions enable
video collaboration between remote
Telemedicine Carts and clinicians/
specialist using Avaya Video
solutions.
•CommunicationsEnabled
PhysicianPortal gives clinicians,
physicians, triage and emergency
department staff access to next-
generation communications
capabilities from within a patient
record. Whether they themselves
are available, offline, on the phone,
etc., staff can use presence
awareness to locate and
communicate with a primary
care provider, specialists, onsite
clinicians, emergency responders,
and the like.
•PatientCareCoordinator improves
patient flow during admission and
care. Managing bottlenecks, missed
handoffs and other impediments to
communication, its capabilities
range from more complicated tasks
such as finding and contacting a
consulting physician to simpler tasks
like notifying administration staff
that paperwork must be completed.
To speed patient care, automates
execution of consult requests,
expedites consultations with
specialists, and performs other
tasks.
Discharge / TransitionHospitals need to accelerate bed
turns in order to improve profitability.
Avaya discharge and transition
applications improve staff
productivity and reduce discharge
time.
•PatientDischargeCoordinator
automates the discharge process
when initiated by a patient’s care
team. Based on the estimated time
of discharge, all staff involved in the
process are identified and notified
automatically, including internal
services staff such as food,
transport, pharmacy, etc.
Post-Discharge Follow-up and Home CareHealthcare providers can reduce
costs and provide a better patient
experience by managing patient care
at home. Avaya solutions enable
healthcare providers to discharge
patients sooner and patients to
manage their post- treatment
recovery at home, these solutions also
allow patients and nurses to connect
back into an acute care facility and
coordinate care through voice and
video.
•PatientFollow-upPostDischarge
enables healthcare providers to
track patients after encounters
and procedures with the goal of
improving self-care and minimizing
preventable readmissions. Designed
to collect health readings/
measurements, questionnaire
responses, etc., this solution reduces
the need for dedicated staff to call
patients to follow up and can
increase overall utilization of
facilities.
•RxPrescriptionRefill enables a
pharmacist to notify a patient that it
is time to request a refill, and/or
enables a patient to request a refill
via phone or Web.
•Recovery&On-goingPatient
Support through Avaya web.alive™,
provides an online multimedia
environment in which clients and
patients can interact with peers and
engage with clinical staff to learn,
among other things, how to manage
their condition and/or recovery. In
this virtual meeting environment,
patients who have survived a
disease or undergone complex
surgery, such as heart by-pass, can
support one another by sharing
experiences.
•MobileCareCoordinationextends
collaborationbeyondhospital
wallswithAvayaFlare®
Experience. Enhancing the delivery
of care while offsite or at a patient’s
home or office, for example, Avaya
Flare Experience gives nurses the
ability to access and communicate
with physicians and specialists. This
application offers fast easy
access to integrated real-time
communications and collaboration
capabilities from any location,
whether at the hospital or a patient’s
home.
•AvayaOneTouchVideoSolution
enables personal voice, video and
collaboration sessions between
healthcare professionals and
patients. Associates can initiate
interactions by selecting a link from
an email or their organization’s Web
page. Especially effective when
specialists are at different sites or
delivering care at home, this
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solution offers a face-to-face connection between patients and physicians who are
remote from one another. Upon receiving an email from a physician or accessing a
website, a patient simply clicks the Avaya One Touch Video link to set up a video call
with the physician and requires no special equipment or technical capability.
Healthcare Business: Administration, Operation, Marketing•HospitalCodeCartCompliance coordinates record-keeping and notification
requirements. This application helps hospitals improve their regulatory compliance
process methodology, reduce nurse time spent on associated administrative tasks
and, thereby, increase nurse time available to patients. To eliminate time spent calling
departments to correct discrepancies when a nurse inspects a code cart, this
application contacts appropriate departments immediately regarding any code cart
component failures.
•PatientPaymentRecovery keeping patient information secure, this solution offers a
simple, automated way for patients to make payments. Leveraging proactive
communications and self-service, it helps healthcare providers expedite patient
payment processing which can increase cash flow, reduce past due accounts, and
lower labor costs.
•HealthcareNotification enables a healthcare organization to automatically transmit
urgent information and instructions regarding upcoming appointments to staff and
patients in real time. For example, can relay information regarding unexpected facility
closures, the need for extra staff, etc.
•SocialMediaManagerenables healthcare facilities to leverage social media mentions
to enhance profits and/or manage public relations. When a patient interaction
opportunity or a potentially damaging conversation is detected, the solution
automatically initiates a work assignment and queues it to agents. Agents can be
clinicians or physicians or other roles in an organization, fixed or mobile.
Organizations can effectively monitor thousands of mentions daily with Social Media
Manager’s advanced text analytics engines to drive better connections with
prospective patients and to refer them to publicly available resources pre or post-
treatment.
ConclusionAvaya healthcare solutions are designed to improve the patient experience while
helping healthcare providers reduce costs and improve profitability. The solutions
enhance all aspects of the patient care lifecycle and enable healthcare providers to save
money by improving existing healthcare processes and practices instead of purchasing
expensive new systems that require comprehensive staff retraining. Using open
standards such as SIP and HL7 to integrate communications technology into existing
clinical systems, we ensure the acceleration of clinical processes without requiring a
significant cultural change from users.
About AvayaAvaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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