Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
HEALTH CARE SUCCESS STORY
ShoreTel and Reigersbos Primary Health Care Centre Reigersbos Primary Health Care Centre Embraces Patient-Friendly Communications
CHALLENGE
• Deployascalable,cost-effective,“futureproof”andaboveallreliablesystemtofacilitateflexiblecommunicationbetweendoctors,nursesandpatientsinabrandnewfacility.
SOLUTION:
• ShoreTel’sUnifiedCommunicationssystemwitheasy-to-usefeaturesthroughtheShoreTelCallManagerinterface,and50ShoreTelIPTelephones.
BENEFITS:
• AreliableIPtelephonesystemwhichenablesseamlessmanagementoftheflowofinboundcalls.Patientcallsareansweredpromptly,improvingtheflexibilityandqualityofservice.
• ImprovedaccesstoallstaffthroughfeaturesavailableinShoreTelCallManager,suchasFindMe,FollowMeandOfficeAnywhere.
• Significantcostsavingswithinjustafewmonthsafterthedeployment.
• Quickandeasyscalabilitysupportsfutureneedsandadvancedfeatureswithoutforkliftupgrades.
ReigersbosPrimaryHealthCareCentretakesprideintherangeandqualityofhealthcareservicesitoffersitslocalresidents,caringforitsneighboursfrombirthandservingasthecentralpointofaccessforalifetimeofhealthcareneeds.Foraneffectivedeliveryofitshealthservices,Reigersbosneedsanefficientandreliabletelephonysystemtomanageenquirieseffectivelyandrespondtoemergencycallsquicklyandreliably.Thecentre’semployeesandpatientsrelyheavilyonthecommunicationssysteminordertobookappointments,askforadviceandcallforhelpwheninneed.
Communication helps save lives
Facinganout-of-dateEricssonphonesystem,PetraDonker,centremanageratReigersbosPrimaryHealthCareCentre,waslookingtodeployanewsystemtoprovideaflexibleandfeature-richplatform
forgrowth.Asthreeofthecentre’sofficeswereconsolidatingintoonebuilding,Ms.Donkerdecidedthatthemovepresentedtherightopportunitytomigratetoanewsystemandimprovecommunicationsthroughoutthecentre.“Weneedareliableandflexiblecommunicationsystembecausepeople’slivesmaydependonensuringthatemergencycallsconnectquicklytotherightperson,”Ms.Donkersaid.“Also,thequalityofroutinedailyservices,suchasbookingappointments,reassuresourpatientsthatwe’retherewhentheyneedus.”
Whenitcametochoosinganewsolution,ReigersbosHealthCentrewaslookingforacost-effective,scalablevoiceoverIPsystemthatwouldaccommodatefuturegrowth,includingfullyintegratedunifiedcommunications(UC)features.Thehealthcentreisapublicorganisation,mandatedtomanageitslimitedfundseffectively.
ReigersbosPrimaryHealthCareCentreisapublichealthcarecentreintheresidentialSouthEastofAmsterdaminTheNetherlands.Itoffersawiderangeofprimaryhealthservices,includinggeneralpractitioners,apharmacy,psychologicalandphysiotherapeuticcare,childcare,andmidwifery.ReigersbosPrimaryHealthCareCentreisoneofthesixbranchesoftheAssociationofHealthCentresforSouthEastAmsterdam(GAZO).
Success Story: ShoreTel and Reigersbos Primary Health Care Centre PAGE 2
Inaddition,itwaslookingforascalablesolutionwhichcouldbedeployedattheotherfivebrancheseasily,withoutincurringfurthermajorcosts.
ShoreTel proves cost effective and highly scalable
ReigersbosconsultedBLMC,aDutchprojectmanagementspecialistcompanyforguidancethroughouttheprocurementprocess.Aftercomparingoffersanddemosfromseveralvendors,ShoreTel’ssolutionprovedtobethebestmatchintermsofcost-effectivenessandscalability.
TheShoreTeldeploymentattheReigersbosHealthCentreincludesShoreTelVoiceSwitchE1k,model90BRIforISDN-2linesandShoreTelVoiceSwitch60foranalogueandIPports.ThecentrealsoleveragestheintegratedShoreTelPersonalCallManagerwithfeaturessuchasFindMe,FollowMeandOfficeAnywhere.
ReigersbosPrimaryHealthCareCentreworkedwithShoreTelandDutchpartnerGlasbergen,toinstallthenewsystem.Employees,particularlydoctors’assistantswhousethesystemmostheavily,attendedtrainingprovidedbyGlasbergen.Thefeedbackwasoverwhelminglypositive,especiallyintermsoftheeaseofuseofthenewsystem.“Wethoughtwewouldhavetoinvestmuchmoreeffortintolearninghowtousethenewphonesystem.Howevertheinterfaceisveryintuitiveandeasytonavigatesowefoundthemigrationmuchlessstressfulthanexpected,”commentedElsbethCalf,PhysicianAssistant.“StaffmembersalsofrequentlyrefertoShoreTeldemovideosonYouTubetorefreshtheirknowledge.”
ThankstotheShoreTelPersonalCallManagerthatcomesstandardwitheachuserlicense,userscanchangeanysettings,suchasroutingcallswheninoroutoftheofficeaccordingtotheirdailyworkneeds.ShoreTel’srichfeaturesethasmadeitverypopularamongallstaffbecauseofitsefficiencyandtimesavings.Callsareeasilytransferredtotherelevantparty,reducingtheamountoftimeneededtoroutecallsandconsequentlygivingemployeesmoretimetocommunicatewithpatients.
ThesystemalsointegratedseamlesslywiththeexistingMicrosoftExchangeServer,allowingemployeestoaccesstheirdirectoryofcontactstosetupphonecallswithasingleclick.Staffcanlisten,replay,forwardandsavevoicemailrightfromtheinbox.ThismeansthatnomessageremainsunansweredandcanbeforwardedtotherelevantGPefficiently,improvingthecentre’sresponsivenesstoitspatients.
ShoreTel improves the quality of patient service
SincetheofficialinstallationoftheShoreTelUCsystem,thecentrehasrealisedmajorbenefitswhichhaveimproveditsinternalprocessesandthequalityofitsservicestopatients.ReigersbosHealthCareCentrenowhasaflexibleandreliabletelephonysystemwhichensurescallsarenotmissedandthattheincomingcallsaremanagedandansweredpromptly.
Thesystemindicatesthenumberofpeoplewaitinginlineandstafflevelscanbeadjustedaccordingly,improvingtheflexibilityandspeedofthecallflow.Withthenumberofemployeesansweringphonecallsmatchingthelevelofincomingcallsatalltimes,patientenquiriesarenowansweredpromptlyandthepressureonstaffhasbeenreduced.“Ourflexibilityhasincreasedinthatwetrackthelevelofincomingcallscontinuouslyandduringbusyperiodswecanimmediatelybringonboardextrastafftorespondtoanincreaseinqueries,”explainedMs.Calf.
ThecentreistakingadvantageofnumerousfeaturesinShoreTelPersonalCallManager.“Appointmentsarenowbookedmuchfasterthanbeforeandthequalityofourpatientservicehasincreased,”Ms.Donkersaid.“Alsoofgreatimportancetopatientsinneed,ShoreTel’sFindmefeatureenablesdoctorstobeaccessibleregardlessoftheirlocation.”
ShoreTel’seasytousefunctionssuchastheabilitytorecordcallsfacilitatelearningprocesses.Forexample,medicaladviceisoftengivenbyphoneandusingcallrecordingsdoctorscandemonstratereal-lifeexamplestointernsorgivefeedbacktointernswhohavealreadyadvisedpatients
“...the interface is very
intuitive and easy to
navigate so we found the
migration much less stressful
than expected...”
Elsbeth CalfPhysicianAssistantReigersbosPrimaryHealthCareCentre
WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com and shoretelsky.com
+1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax for ShoreTel
+1 (646) 230-5000 Tel. +1 (646) 230-5001 Fax for ShoreTel Sky
EMEA +800 408 33133 Freephone +44 (1628) 826300 Tel.
ASIA PACIFIC +61 (0)2 9959 8000 Tel.
Copyright © 2012 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice.
About ShoreTel
ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com
byphone.“Aswellasahealthcentreweareatrustedlearningfacilityandbeingabletoprovidereal-lifeexamplesintheformofphonerecordingsisinvaluabletoourinterns,”Ms.Calfsaid.
ReigersbosHealthCentreachievedcostsavingswithinjustafewmonthsafterthedeployment.“FeaturessuchastheGSMgatewayreducethecostsofcallsfromlandlinestomobilephones.Overall,ShoreTel’sUCsystemhasimprovedthemanageability,reliabilityandscalabilityofourtelephonysystem,”Ms.Donkeradded.“Incomingcallsarenowmanagedseamlessly,patientqueriesareansweredpromptlyandtheinfrastructureismorerobustandreliablethanourprevioussystem.ShoreTelhasenabledustobecomemorepatient-friendlyandresponsiveandthequalityofouroverallservicehasimproved.”
ShoreTel’sUCsystemhasbecometheplatformofchoiceforthefutureasthehealthcentreplansfurtherupgradesandmodernisation.Currently,Ms.Donkerisconsideringarollouttoitsotherfivebranchestohaveanoverall,cost-effectiveandfutureproofsystem.“BydeployingShoreTelacrossalllocations,thecentrebenefitsfromcentralizedcallmanagementandsharingoffunctionsamongthebranches,”Ms.Donkerexplained.“Duringextremelybusy periods,thehealthcentrescanhelpeachotheroutbyansweringthephoneandmakingappointmentsfromdifferentlocations.WealsobelievethatShoreTelprovidestheidealplatformformeetingourfutureneeds,includingestablishingajointcallcentreinthefuture.”
“ShoreTel’s UC system has
improved the manageability,
reliability and scalability of
our telephony system”
Petra DonkerCentremanagerReigersbosPrimaryHealthCareCentre