[en] aastra - vertical market - health
DESCRIPTION
Aastra develops a range of solutions which meet the different needs of healthcare facilities. These solutions optimise the reception given and service rendered to patients, but also the communication and data security tools available to the healthcare and administrative personnel. Aastra is a leader in the healthcare field with its unified communications solutions, with many references: hospitals, clinics, mobile accident units, care homes for the elderly and daynurseries.TRANSCRIPT
© Aastra – 2010© Aastra – 2010
HealthCare Industry MarketJuly 2010
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Overview
HealthCare Market
HealthCare Market Needs
Aastra Solutions
Product Components
Customer References
Strengths / Opportunities
Marketing Tools
Perspectives
2
© Aastra – 2010© Aastra – 2010
Market View and Target Groups
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Introduction – a market view
Ageing of the population.
Increased attention to the questions of medical security.
Migration of ambulatory medicine towards the urban areas.
More and more digitized information : • Patient file (identity, exams/radiology, analysis, treatments,…)
• Medicine (posology, compatibility,…)
• Exchange of information between doctors (forums, treatment following,…)
Necessity to communicate better with patients.
4
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Introduction – target groups
Hospitals• Hospitals / university hospitals• Military hospitals• Private clinics / groups of private clinics
Emergency Services• 911 / SAMU• Fire brigades
Doctors/Liberal doctors• General practitioners / specialists
Medical or social lodging • Retirement homes
> Independent ones / groups• Lodging for handicapped people• Kindergarden
> Municipal (i.ecf local authorities)> Independent ones / groups
Outsourcing• Remote assistant
5
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Issues around services
Hospitality issues• Advanced services for patients
> Telephony> TV, Internet> Games , Audio Books> Radio> Recording > Video on demand > Room Services
Professional issues• A mobile computer access to the patient bed
> Access to medical and administrative patient file> Cleaning department / room status> In bed admission> Catering - order taking> Technical service – intervention status
Interaction patient – professional issues• A place to communicate, to inform, to exchange
> Welcome booklet / satisfaction questionnaire> High-quality information (best to eat, not to smoke, not to drink…)> Health information (information dialyse, etc…)> Identification of caregivers: permanent (facebook)
• Monitoring of hygiene, exploitation and maintenance
6
© Aastra – 2010© Aastra – 2010
An Excursus – Local Market
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Local Market
To be completed by country
8
© Aastra – 2010© Aastra – 2010
Needs of HealthCare Market
© Aastra – 2010April 12, 2023 HealthCare Industry Market
HealthCare Aastra solution Use per profile
Patient
• to bring ergonomic services multi-media
• to improve its comfort
• to guarantee its safety
• to facilitate its identification
Nurse
• to constantly remain reachable
• to reach the medical file while being mobile
• to locate the patients and/or the equipments
• to guarantee its own security
Doctor
• to constantly remain reachable
• to practice remote diagnostic / collaborative work
• to manage schedules
• to reach the medical file while being mobile
• to use its own mobile phone
Administrative staff
• to stop loosing calls
• to improve the reception of the public
• to optimize the organization
• to safe exchanges
• to develop new incomes
10
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Needs of HealthCare market
To serve patients
•Welcome and inform •Keep contact •Entertain patient
A permanent presence
•Presence management & collaborative work
•Mobile telephony•Signaling of emergency Calls
•Access to patient files
Secure information
•Securing the information•Staff and patients security•Securing the resources (continuing activity)
•Multisite organization
Integration within the hospital information system
Mutualizing and sharing resources
• Integration within information system
•Save investments
Environmental Process
•Sustainable development•Protection of the environment
For every need, there is an Aastra solution!
11
© Aastra – 2010April 12, 2023 HealthCare Industry Market
To serve patients
To serve patients
•Welcome and inform •Keep contact •Entertain patient
12
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Welcome and inform
• To stop loosing calls• To provide an efficient welcome• To provide information, to take appointments
Needs
• Contact centre with management of competence• Coupling with business applications • Interactive welcome solutions, web portal• Statistic solutions and supervision• Voicemail, Auto attendant (voice recognition), kiosk of
information• Attendant : terminal and/or software• Remote attendant
Aastra solutionsTo serve patients
•Welcome and inform •Keep contact •Entertain patient
13
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Welcome and inform
• To entertain patient• To give patients an access to the daily life, keep contact with
family and friends• To have easy-to-use communication tools
Needs
• To connect a computer (Wlan)• Multimedia services• Internet access, Remote school• Video Conference• TV over ADSL, video games, video on demand
• Room services (catering and global information)• Phone terminal (prepayment)• Mono- or multiuser terminals• Direct inward dialing (DID)• Reference to standard, voicemail and instant messaging
Aastra solutions To serve patients
•Welcome and inform •Keep contact •Entertain patient
14
© Aastra – 2010April 12, 2023 HealthCare Industry Market
A permanent presence
A permanent presence
•Presence management & collaborative work
•Mobile telephony•Signaling of emergency Calls •Access to patient files
15
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Presence management and collaborative work
• To know about the availability of agents• Convergence solutions to share information and deal with
the patient files• To be able to change the night calls• To give more time to agents• To locate people • Who is the closest ?
Needs
• IVR – Voice recognition• Presence management• Application sharing• Video conference
Aastra solutions
A permanent presence
•Presence management & collaborative work
•Mobile telephony•Signaling of emergency Calls •Access to patient files
16
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Mobility of agents
• Highly mobile workforce• To be able to join a doctor/surgeon at any time, in case of
urgency• To allow a patient to reach a nurse quickly• To have an ergonomic terminal with a high degree of
autonomy to allow the continuity of service• To ensure the confidentiality of communications
Needs
• DECT, Wlan• Secure DECT according to the standard: traditional or IP• Encryption of data transfer• Authentication of users • Smart rerouting • One terminal / one number • Corded, DECT, DECT IP, Wlan, Dual mode / Mobile phone,
Softphone terminals, Fixed Mobile Convergence (FMC)• Tool for localizing people
Aastra solutionsA permanent presence
•Presence management & collaborative work
•Mobile telephony•Signaling of emergency Calls •Access to patient files
17
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Signaling of patient calls
• To link alarms from patients directly to agents• To send and relay alarms from patients monitoring systems• To enable patient to quickly communicate with hospital staff• To propose ergonomic alarm system for patient which can
couple with external solutions• To localize hospital staff
Needs
• Alarms on DECT terminal• Interface with alarm servers• Call button• Alarm Server • Interconnection with external alarm servers : Ackermann,
Mather&Platt et Ascom-Nira• RFID chips
Aastra solutions
A permanent presence
•Presence management & collaborative work
•Mobile telephony•Signaling of emergency Calls •Access to patient files
18
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Access to patient files
• To interface with patient file management solutions (medical file, care, appointments,..)
• To securely access to a patient file for a consultation or an update
Needs
• IP or WLAN infrastructure• Sharing of applications, documents, videos or pictures
Aastra solutions
A permanent presence
•Presence management & collaborative work
•Mobile telephony•Signaling of emergency Calls •Access to patient files
19
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Secure information
Secure information
•Securing the information•Staff and patients security•Securing the resources (continuing activity)
•Multisite organization
20
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Secure information
• To set a secure network architecture• To have a reliable solution – available 24 hours 7 days• Ensure the confidentiality of information
• To protect against external interferences• To partition information between the entities of the establishment
• To continue the service (PCA)• To strengthen the communication means
• After a disaster, it is necessary to quickly resume activity• Development of RAP (Recovering of Activity Plan) - reallocation of resources
Needs
• Hardware redundancy: duplication / load sharing• Geographical duplication of any network (rooms, servers, links, clusters...)• Relocation of resources: traditional or IP networking / virtual PABX• Aastra solutions guarantee a rate of 99.999 % - 10 years MTBF reliability• Dedicated to telephony platforms• Integration in the IS• Compatible with antivirus and firewall market solutions• Mobility / Remote work : DECT / DECT IP / Softphone / SIP Terminal / Dual
mode• Collaborative work
Aastra solutions
Secure information
•Securing the information•Staff and patients security•Securing the resources (continuing activity)
•Multisite organization
21
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Secure information
• To accompany the mobility of staff• To alert if staff faces difficulties
• To send emergency alarms• To locate the staff or patients
• To know the position of staff or patients• To integrate in an IP infrastructure
• Articulate the network around an IP infrastructure• To give staff access to mobility solutions
• Ensure a seamless operation despite extended coverage, many buildings• To share resources
Needs
• Alarm detection for isolated people• Man down detection : DECT terminals.• SIP video surveillance solutions• Localization solution : DECT IP + locating server• Coupling with geolocation tool• Roundsman functionality• Telephony server, IP / SIP terminals, applications• IP trunks • DECT / DECT IP, Wlan• Centralized management• Networking, pooling of resources
Aastra solutions
Secure information
•Securing the information•Staff and patients security•Securing the resources (continuing activity)
•Multisite organization
22
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Integration within the hospital information system
Integration within the hospital information system
Mutualizing and sharing resources
• Integration within information system
•Save investments
23
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Integration within the hospital information system
•To follow the standards•To integrate in a datacenter•To integrate existing applications•Strong integration with business applications
•To have standard hardware applications
Needs
•Full IP/SIP architecture•XML application terminals•ToIP(Telephony over IP)•IP /SIP, DECT IP terminals•Centralized or distributed architecture•Pooling of resources•Possibility to virtualize solutions•Connector for CRM with Contact Center•Integration with Microsoft OCS et Exchange, IBM SameTime, Lotus Notes •Full IP solution, available as a software•WAN Bandwidth reduction : G.729, T.38, CAC•Configuration and automatic updates=> DHCP, FTP, NTP
•Linux OS•Unified messaging, Contact Center, collaborative work, presence management, to share calendars and schedules, …
• Softphone
Aastra solutions
Integration within the hospital information system
Mutualizing and sharing resources
• Integration within information system
•Save investments
24
© Aastra – 2010April 12, 2023 HealthCare Industry Market
To rationalize, combine and share
•Integration in the Hospital information system•To assign own resources•To respect the medical ethics •Dedicated reception of the incoming calls •Pooled but partitioned resources
•To differentiate the flow of information•To perpetuate a recent investment•To follow the upcoming needs•To ensure a phased migration
•To prioritize the needs / to create the link between the master plan and projects
Needs
•Validation of third-party applications (hospital or administrative)•Openness and integration of the market standard protocols: SIP, CSTA,.•Multi company, securing applications access: directories•Multi company configuration•Open solutions compatible with data manufacturers infrastructure•Voice/Data Convergence •Voice QoS => VLAN, 802.1p/q, TOS, CAC•Secure accesses => 802.1X, SIP Digest-MD5, compatibility radius…•Secure management => https, SSL
•LAN, WAN connections
Aastra solutions
Integration within the hospital information system
Mutualizing and sharing resources
• Integration within information system
•Save investments
25
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Environmental Process
Environmental Process
•Sustainable development•Protection of the environment
26
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Application based solutions
• To protect the environment• Environmental impact • To reduce energy consumption
• Sustainable development • Respectful supplier
Needs
• ROHS compliancy• Conference / video conference• ISO 14001 certification• Standby mode for terminal backlight• Quality and environmental management system• Remote working /share tasks to reduce impact of
travels
Aastra solutions
Environmental Process
•Sustainable development•Protection of the environment
27
© Aastra – 2010© Aastra – 2010
Components of the Aastra Solution
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Components of the Aastra HealthCare solution
Mar
ket Retirement homes
Small or medium hospitals
Large (university) Hospitals
Aas
tra
offe
r General functions
External hospital- or hotel server
Mobility
Alarm server
Applications
Video solutions
Value-added services for the patient: Triple Play
29
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Components of the Aastra HealthCare solution General functions
Check-In /Check-Out
DID Management
Multiuser
Twin Set
Prepayment
Room status
Wake-up function
Delayed ringing
Voice prompt
Do not disturb
Abbreviated numbering to external services…
Aastra’s offer: a powerful solution to serve patients and strengthen the effectiveness of the medical staff
30
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Components of the Aastra HealthCare solutionUnified Communication applications
Collaborative communication
CTI, CRM, Multi-directory
Softphone, Video sharing
Smart routing
Unified MessagingE-mail, Voice, Fax.
TTS, Voice RecoMobility - WAP
Presence & IMFollow-meCalendarChat
ConferenceConfidentiality
Recording
Unified Communication Portal UCP & TWP
Telephony Web Portal ACP IP Conference
AttendantMulti-directoriesCalendarsStatistics
ACP Web Attendant ACP Contact Center
Contact CenterIVR
Multimedia AgentsSmart Scripting
31
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Video solution in Aastra’s offer
TWP 3.1 Aastra ViPr
32
© Aastra – 2010April 12, 2023 HealthCare Industry Market
ATPS solution
VideoSP
Terminal
InternetADSL2+ Modem
Triple Play Services
IPTV
Internet
ComputerInternet
TelevisionTV HD
TelephonyQoS
Gameson line
33
PSTN Internet
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Alarm Server
Mobility
Data / Wlan Infrastructure
Unified Communications
A2P2 certified Partners (Microsoft excepted)
Business Applications
CMS, Billing Security
Technological Partnership
34
© Aastra – 2010April 12, 2023 HealthCare Industry Market
DVBIP Gateways
Middleware IPTVSTB
TV Mode Hotel
LG Samsumg Sharp
CMS, PDT Info Service
Analog Terminals
Secure Access Portal
Billing
Technological Partnership (ATPS)
35
© Aastra – 2010© Aastra – 2010
Customer References
© Aastra – 2010© Aastra – 2010. © 2009 Aastra France
Bordeaux University Hospital
37
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Customer profile
Bordeaux Hospitals / CHU de Bordeaux
13 099 employees• Medical staff 1 883
> 457 students> 459 doctors> 482 linked staff> 485 internal staff
• Treating staff 8 027
> 3 318 specialized nurses > 2 767 medical auxiliary
• Technical staff 1 347
• Administrative staff 1 132
• Medical-technical staff 710
More than 3300 beds38
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Needs
In July 2005, Bordeaux Hospital implemented a process to converge data and telecom networks
Due to this process a complete and deep restructuration of infrastructure was necessary• To renew telecom installation• To globalize mobility. (WLAN infrastructure)• To interconnect every site. (optical fiber)
Moreover they wanted to realize some strategic-functional projects • Digital patient medical file • Reorganization of patient services • Prescriptions and computerized following of treatments (Using WLAN infrastructure)• Networking and sharing of medical imaging
39
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Solution 1/2
A complete new communication architecture
• To be open to new opportunities of improvement
• New associated services
12 000 terminals including
• 1700 IP terminals
• 1000 DECT terminals
• 500 Wlan terminals
• 3 600 patients terminals (analog)
40
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Solution 2/2
A new telephony architecture enabling new
services
Aastra 5000 Infrastructure
New Management / Administration Tools
Unified Applications
New VoiceMail
New terminals for assistants
A new system for reception
Hospital Directory (Intranet Portal) Telephony
Directory
An enriched Directory – easy to use
Progressive evolution towards mobility
Collaborative SolutionsAudio – video meetings
41
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Benefits for the customer with the Aastra solution
A renewed solution with new services - IP based.
Hybrid capacity of the new system - progressive migration.
A new reception.
High level IP terminals for every assistant.
An enriched LDAP telephony directory – fully integrated and easy to use.
IP audio conference system – ViPr.
New complementary applications to increase productivity : Directory, Voicemail, TWP
Improvement of mobility (Wlan, dual mode Wlan – GSM)
42
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Quotes
“We have chosen an Aastra product because of the evolutivity of the solution. Collaborative applications give us a better reactivity to cure a patient. The Aastra 5000 ecosystem enabled us to offer new services.”
Jean-Luc Jouannic – University Hospital Bordeaux
“The openness of the Aastra solution is an important feature, it is a warranty of continuance of our investment.”
François Dallay – University Hospital Bordeaux
43
© Aastra – 2010© Aastra – 2010
AlphaSanté
© Aastra – 2010April 12, 2023 HealthCare Industry Market
AlphaSanté
Group (association) of hospitals and retirement homes
1 500 lines
Redundant Call Server, 5 gateways
UCP, AM7450
300 IP terminals, DECT over IP Mobility (42 base stations)
Wlan Mobility (42 x A312 terminals)
Click to add a picture
45
© Aastra – 2010April 12, 2023 HealthCare Industry Market
AlphaSanté
46
© Aastra – 2010April 12, 2023 HealthCare Industry Market
References
Soissons Hospital• 1 800 lines. Duplicated call server, 3 gateways, UCP, AM7450, 200 IP
terminals, DECT over IP Mobility (130 base stations & 300 terminals, Active Directory Connector)
Beauvais Hospital • 3 500 lines. Duplicated call server, 5 gateways AXS+X500, Unified Messaging,
ACP, DECT over IP Mobility (180 base stations & 300 terminals, centralized management AM7450, 200 IP terminals)
Some more customers with an Aastra solution:• Clermont Ferrand Hospital - St Égrève Hospital - Bourg St Maurice Hospital -
Clinic Mutualiste du Rhône – Rumilly Hospital - Puget-Entrevaux Hospital
Military Hospitals :• Hôpital de Bron Hospital – Percy hospital - Val de grace Hospital -
Bégin Hospital
47
© Aastra – 2010© Aastra – 2010
Strengths / Opportunities
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Strengths / Opportunities
Strengths
• High capacity solution• Security/Duplication • Networking• Mobility : DECT / IP, new DECT
terminals, Wlan• Openness / Full integration into
the information system / business applications
• Strong presence of Aastra products in the Healthcare market
Opportunities
• Complementary solutions• Trunk SIP between Aastra
platforms• EDA solution
49
© Aastra – 2010© Aastra – 2010
Marketing Tools
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Brochure, Website and Surveys
HealthCare dedicated documentation • Brochure
• PowerPoint presentation
Website
Trade Shows
Magazines
51
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Agencies / Websites
To be completed by country
European Commission• http://ec.europa.eu/index_fr.htm#top
52
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Trade Shows & Conventions
To be completed by country
Hôpital expo - Intermedica May 2010 • International week of professions, technologies and HealthCare services
• http://www.hopitalexpo-intermedica.com
53
© Aastra – 2010© Aastra – 2010
Perspectives
© Aastra – 2010April 12, 2023 HealthCare Industry Market
The Future of HealthCare Communication
Generalization and development• Maintain contact with outside (video)• Book on Demand / Audio book• Patient will be able to choose its meal with own terminal• Video games (Nintendo Wii) : Memory / sport practice (elderly people)• Access to patient file everywhere• Online Video archive• Sharing information with other practitioners• Communication between the establishments
In the hospital• Operations and services done by robots• Virtual nurse on TV - medication/drug reminder• No more patient file out of paper – digitalized one• Body Area Network • Movement detection / Video control
Home hospitalization / patient room at home• Real-time connection to share and access to patient data/file • To remote diagnosis• Movement detection - video control
55
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Infrastructure
Real-time Communications
Unified Messaging
Presence & Collab.
Management & Security
Integration in HIS
Evolution of Needs « Hyper-Connectivity»
« Easiness »« Reliability »
Major actor of Unified Communications
Aastra provides technological components based on market standards and compatible with installed data infrastructure.
Modular architecture, integration into the Hospital information system, Communication Enabling Business Processes (CEBP).
People
Systems
Organizations
Aastra UCS
Who is Aastra?
56
© Aastra – 2010April 12, 2023 HealthCare Industry Market
Thank you for your consideration!
57