RIGHT CALL, RIGHT TIME, RIGHT PLACE.EMPOWERING:

IN TODAY’S BUSY HEALTHCARE SECTOR INDUSTRY ORGANISATION’S FACE DAILY CHALLENGES AND DEMANDS FOR SERVICE AND FUNDING, GAPS OPENING UP, GPS, CCGS, HOSPITALS, MENTAL HEALTH AND AMBULANCE TRUSTS TO ALL NEED TO FIND WAYS TO

• Increasetheefficiencyoftheirorganisation asthecomplexityofhealthandsocialcare needsincreaseduetopeoplelivinglonger.

• Reducecostswhilststillmaintainingahigh levelofqualityandcare.

• Findbetterwaysofusingtechnologytohelpoperate moreefficientlyandsavemoney.

• Prepareforongoingchangestothestructureof healthandsocialcare.

• Supportthemovetodelivermorecomplexcareinthe community,asameansofbringingitcloserto patientsandtheirfamiliesaswellasreducingcosts.

• ToassistorganisationswiththeNHSfiveyearforward view

Challengesofthe2022NHS–RoyalCollegeofGeneralPractitioners

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EVERY YEAR GP’S PROVIDE

TeleWare Health providesflexiblesolutionswhichalloworganisationstoedit,tailorandrecordtheirinteractionswithpatients,suppliersandcolleaguesquickly,aswellasadapttotheeverchangingNHSenvironment.

Ourhostedapplicationsneednoexpensiveequipmentandcanbesetupquickly.Theyutiliseuser-friendly,visualmanagementportalstohelpbuildandmanageeffectivecallrouting,recordingsolutionsandimprovingoverallcontactengagement.Oursolutionshelpovercomechallengesinbothprimaryandsecondaryhealthcaresectors,helpingtodrivebetterwaysofworkingwithintheseeverevolvingenvironments.

Conferencing

Real Time Statistics

Multi-Network SIM

Call Management Solution

Cloud Call Recording

Cloud Contact Centre

ConsultationRecording

Mobile Worker

OVER 300MCONSULTATIONS IN ENGLAND ALONE AND THE VAST MAJORITY OF PROBLEMS PRESENTED TO GP’S ARE MANAGED ENTIRELY WITHIN THE COMMUNITY.

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CLOUD CALL ROUTING

IMPROVE ENGAGEMENT WITH PATIENTS, COLLEAGUES AND SUPPLIERS

• Managecalldemandsbyroutinginrealtime–Automated“timeofday”routedcallsduringoutofhoursorunavailabletimeperiods.Callsareroutedtootherdepartments,teamsorsurgerieswithmenuoptionse.g.prescriptionservices,appointmentsandclinics.Thisusespatientinformation,e.g.CLI,numberdialled,patientIDorDOB,andcanbeusefulforcallerswhomaybevulnerable,needinganimmediateresponseorcallerslookingtobookawheelchair,anNHSsupplieroracontactacrisisline.

• Planforbusyperiods–Queuecallersuntiltheircallcanbeanswered.Callerscanrequestacallbackorleaveamessagegivingthecallerthechoice.CallcapacitycanbemanagedbyTeleWareratherthanbuyingmoretelephoneslinesorincreasingnetworkcapacity.Delivercallstootherdepartmentsorteamsasanoverflowifrequired.

SELF SERVICE

USE INNOVATIVE SOLUTIONS TO REDUCE COSTS

• Automateresponseswithself-serviceoptions,e.g.testresults–Callerscanhearapre-recordedyesorno,allowingthemtoestablishifresultsarereadyornot,savingthemtimebynothavingtokeepcallingthesurgery.Alternatively,wecansendthemanSMSwithinstructionsandtheycanthenopttospeaktoanadvisorstraightawayorreceiveacallback,freeingupvaluableresource.Informcallersbyrecordingbespokemessaginge.g.surgeryopeningtimes,clinic/wardinformation,hospitalcarparkchargesandhospitalvisitingtimes.Thesecaneitherberecordedmessages,orsentasanSMS.Callerscancallinwithinformationorwithcancelledappointmentsandvoiceformscancollectthisinformationsuchasdates,timesetc...

• Supportpatientswithlong-termconditions,usingasetofpre-recordedquestionsallowingthedatatobecapturedandmonitoredbymedicalstaff.

• Patientscarryingoutowntestsathomecancallinwiththeresults–noneedtospeaktoamemberofstaff.Asetofpre-recordedquestionscanbeusedandtheresultscanthenbepassedtostaffforprocessing.

• Reducehumanresourcecosts–callerscanobtaininformationfrombackendsystemsorlistentoamessageratherthanneedingtocontactamemberofstaff.THE NHS HAVE PUT TOGETHER

A NEW 5 YEAR FORWARD VIEW WHICH WILL SET OUT NEW CARE MODELS SHOWING HOW TECHNOLOGY AND INNOVATION WILL BE USED.

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CLOUD CONTACT CENTRE

IMPROVING CONTACT ENGAGEMENT AND COST MANAGEMENT

• Leveragingexistingestatesandinfrastructure–Ourcontactcentresolutionistechnologyagnostic,providingasinglesolutionovermultiplesites,CCG’sandmergingpractices,allhavingmixedestates,differingtechnologiesandlocationswhichcanbedifficulttomanage.

• Improvecontactconsistency-Extendthefunctionalityofyourcallroutingbymakingiteasyforpatients,cliniciansandsupplierstoconnecttotherightpersonwhocansupporttheirquerye.g.ITsupportforcliniciansinthefieldwhoneedtobeabletoengagewithsupportteamsinrealtimeandhavetheabilitytocontactanagentiftheirqueryisofanurgentnature.Automaticcalldistributionandpriorityroutingintospecialistcareteamssuchas,asthma,diabetes,chronicheartdiseaseanddermatologywhomayhavededicatedteamsofagents,includingbothmobileandhomeworkers,providinganinformalcontactcentresolution.

• Measurable-Reducecallabandonmentrates,byallowingmanagerstoseeallcallvolumesinreal-timeusingstatisticdashboards,thereforemanagingusersdependingondemand.

• Staffempowerment-Giveallusersincludingagentsvisibilityofperformance,“notready”reasoncodeswhichcanbesetatamoregranularlevel,managerassistanceandtheflexibilitytobepartoftheoverallcontactstrategyregardlessoflocationordevice.Medicalstaffcanworkfromhomeorelsewhereandstillregistertoacontactcentreteam.Asupervisor/managercanworkremotelyandstillhaveaninsightintoteambehaviour.

• Quicklyscaleupanddowntomeetdemandorbusinesscontinuitydeploymentswherecallscanbequicklyre-routedintheeventofasiteoutage.

CLOUD BASED CALL AND SMS RECORDING

INCREASE EFFICIENCY

• Safeguardingpatientsandstaff–Telephonetriageandconsultationdemandsaregrowing,allowingclinician’sgreaterflexibility,whichthereforeallowsmoretimewithpatients.AllcallsorSMS’s(SIM)canberecorded/audited,andtheaudiostoredusingoursecureplatformfordownload,withaneasytouseportalsorecordingscanbereviewedandaddedtopatient’srecordsorusedtoconfirmrequirementsandconductproductivetrainingsessions–Secureyourrecordingsbyenablingencryptionusing256bitAEStoassistwithHSCICcompliance.IGSoCtoolkitassessed.

• Reducecosts-Noneedforexpensiveequipmentoneverysite,wecanprovidethefollowingoptions-SIMbased,multipledeviceincludingPBXextensions,andalsoSkypeforbusinessclients.

• Reducelitigationrisks–Allowsforstafftospeaktopeopleonthemoveandreviewtheconversationlaterwhenbackinthehospital/clinic.Optionstorecordallcallsorrecordondemandbysimplypressingakey.

• Systemsorlistentoamessageratherthanneedingtocontactamemberofstaff.

THE NHS IS FACING A SHORTFALL IN FUNDING OF £30 BILLION BY 2020-2021. ACTION IS NEEDED TO REDUCE DEMAND AND SIMULTANEOUSLY INCREASE EFFICIENCY AND FUNDING

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CONSULTATION (FACE TO FACE RECORDING)

USE INNOVATION TO REDUCE COSTS

• Makebetteruseoftechnology–anyinteractioncarriedoutinafacetoface,consultativeenvironmentthatneedstobeaudited,usedforevidenceorsharedwithotherpartiescanberecordedusingouruniqueoffering–recordingsareencrypted,tamperproofandstoredonoursecureplatformusinganappsavingadditionaltimeandexpenditure.

MOBILE WORKER

STAY CONNECTED AND INCREASE EFFICIENCIES

• Deliveratruemobileworkingexperiencewhichisonlyachievableifworkersarecontactable.Mobileworkerscanfeelsafeandconfidentinthefactthattheyhavetheoptionofusinganothermobilenetworkiftheyexperiencecoverageissues.Unifiedvoicemailletsusersseeallmessagesinoneplace.

• Increaseefficiencyandmakestaffmoreproductivebydeliveringcallstoyourmobileoralandline.Presentalocalornationalpresence,transfer,holdcallsorconferenceinanothermemberofstaffifdealingwithpatients.Unifiedvoicemailisalsoavailableifunabletotakecalls.Recordallcallsorjustsomethatneedtobereviewedwhenbackinthehospital/clinic.

• Removeexpensivetelephonyinfrastructureorintegratewithexisting,andhavethesametelephonyfeaturesasiftheywereinahospitalorclinic.

MULTI NETWORK SIM

OFFER A TRULY MOBILE EXPERIENCE

• Whyonlyuseonemobilenetwork-OvercomemobilecoverageissuesbyprovidingstaffwithaservicethatcanutilisealltheUKmobilenetworks.CommunityledNHSworkerscanfeelconfidentandsafeinthefactthattheywillhaveagoodmobileservicetosupportinteractionswithpatients,ensuring“notspots”becomehotspots!

• StaffEmpowerment–Empoweredemployeescreateapositiveexperience,confidentintheknowledgethattheycanprovidefasterdiagnosisandtreatment.

• Leverageexistingmobileestate–OurmultinetworkSIMcanbeusedwithanydevice.

INTELLIGENT NUMBERS

INCREASE EFFICIENCY FOR A MOBILE WORKFORCE

• Nevermissacall–empowerstaffwithaprofessionalmobileworkersolution–Healthworkersthatneedtobeoutvisitingpatients,suppliers,outofhourspatients,communityworkersandlargecampusdeployments,canstillbeapartoftheoverallcontactstrategy–communitynursescangiveoutonecontactnumberandcallscanbedeliveredregardlessoflocationordevice,withoptionssuchasroutingthecalltoanalternativelineifbusyortheoptionofleavingavoicemail.

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CONFERENCINGINCREASE EFFICIENCY COST MANAGEMENT

• Reducecosts–coordinatemeetingswithstaffmembersfromotherlocationsandreducetravelcosts.Nohardwareorsoftwarerequired,justaphone.

• Easytouse–oursolutionmakesiteasytosetupandtotalktocolleagues,patientsorsuppliersanywhereintheworld,inahospital/clinic,oronthemove.

• SimpleandEasytoreview–userscanaccessconferencerecordingstoreviewactionsoraddtoapatientsfileifoutandabout.Theyarealsoabletoprovidecopiestothoseunabletoattend.

• Manageurgentrequirementswithinstantconferencing–noPINS,orchairpersonsocallerscanalldialstraightin.

REPORTING AND REAL TIME STATISTICS GAIN A BETTER INSIGHT INTO PATIENT INTERACTIONS

• Improveoperationalperformanceandquality-Havinganinsightintowhatishappeningrealtimeisvaluable,andallowsforgreatercallhandlingimprovements–ReceptionorIThelpdeskmanagerscanseethevolumeofcallsatparticulartimesofdayandreactaccordingly.

• Increaseresponsiveness–byunderstandingpatternsandvolumesofcalls,teamsareabletomonitorcallflows

• Evidenceofrepeatcallers–Reportscanbeusedtocollectevidentialdatasodifferenttypesofcallscanbedealtwith.

• Understandperformance–Getmoreinsightintostaffperformanceanddelivertailoredtrainingsolutionsandfeedback.

SKYPE FOR BUSINESS AUDIO RECORDING • UnifiedCommunicationsadoptionisontheincreaseandprovidesnumerousbenefits

toimprovecommunications,providingemployeeswithbettercollaborationtoolstoincreaseproductivityandisshapingthefutureoftheworkplace.

• Securelyrecordtelephonetriageconsultationswithpatients–OurSkypeforBusinesssolutionhastheabilitytorecordalltypesofaudiocommunicationsviaSkypeforBusinessincludingcallsfrommobileclients,federatedandconferencecalls,ensuringcomplianceandconfidentiality.

• Minimiseworkloadbyutilisingaudiotranscriptofconsultationtoaddtopatientrecords.Makebetteruseoftechnology–Oursolutionprovidesdifferentlevelsofsecurityandstorageoptions.

CLOUD CONSULTATION AND DICTATION USE INNOVATION TO REDUCE COSTS

• Makebetteruseoftechnology–anyinteractioncarriedoutinafacetofaceconsultativeorcommunityenvironmentthatneedstobeaudited,potentiallyusedforevidence,sharedwithotherpartiesorbeusedforaccuracycanberecordedusingouruniquesolution–Conversationsarerecordedusinganapponamobiledevicewiththeresultingaudiofilesautomaticallystoredonoursecureplatform.Recordingsareencryptedandtamperproofforadditionalsecurityandconfidentiality.Itcanbedownloadedsecurelytoaddtopatientnotesorusedforreference savingadditionaltimeandexpense.Audiofilescanalsobe securelyaccessedforfastereasiertranscription.

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DORSET HEALTHCARE

THE BACKGROUND

DorsetHealthCarewasoriginallyaMentalHealthTrust,providingadditionalspecialistservices.In2011itmergedwithDorsetCommunityHealthServices(theproviderarmofDorsetPCT),creatingasignificantchangeinboththegeographicandservicebasedlandscapes.TheTrustgrewby500%andneededtoenableawholenewgroupofpeopletocommunicateandcollaborate.

THE CHALLENGE

TheformerTrusthadalargeTeleWarepresence,includingvoicemail,faxmailandinboundcallmanagementsolutions.DorsetHealthCarehowever,hadverylittleandwerenowfacedwithachallenge.HowcouldtheybestimplementtheTeleWaresolutionacrossthetelephonyestateofthenewlyformedTrust,usingtheexistingtechnologiesandsystems,whilstensuringitfittedwiththenewlyproposedtelecomsstrategy?

HOW WE HELPED AN NHS FOUNDATION TRUST THAT HAD GROWN BY 500% TO COMMUNICATE EFFECTIVELY

THE SOLUTION

ThestrongcustomerrelationshipbetweenTeleWareandDorsetHealthCarewaskeyindeliveringthenextgenerationoftelephonyfortheTrust.Successfulcustomerrelationshipsarenotonlyaboutunderstandingwhatisrequiredintheshortterm,butalsobeingabletoscopewhatopportunitiestherearetodevelopinthefuture.ByworkingcloselywiththeTrustandmaintainingeffectivetwo-waycommunications,TeleWarewasabletogainagoodunderstandingoftheirspecificneedsandrequirements.ThiscollaborativeapproachenabledTeleWaretodelivertailoredtechnologysolutionstoempoweremployees,maximiseefficiencyandtransformcommunicationtouchpoints.

TeleWare’sIntelligentNumbersolutionnowenablesover400oftheTrust’semployeestobedirectlycontactableanywhere,atanytime.Thesimpleandintuitivefunctionalityallowsemployeestomakethemselvesimmediatelyavailableor,iftheycan’tanswer,toredirectspecificcallstoothercolleagues.TeleWarevoicemailwasalsointegrated,providingemployeeswithvisualvoicemailwhichenablesthemtoprioritisemessagesandreceiveemailnotificationstoalertthemthattheyhaveamessage.

TeleWareimplementedaninboundcallmanagementsolutionwhichenabledtheTrusttotakecontrolofitscommunicationsexperienceandimproveitsinboundcalldistributionsocallscouldbeansweredmoreeffectively.Thisreducedbothwaitingtimesandabandonedcalls.Withtheflexibilitytopersonaliseandoptimisetheircommunications,theTrusthascreatedaseamlesscalljourneyforboththeirpatientsandemployees.

TheTrusthasalsobeentriallingMobileCallRecording.Thoughthiswasinitiallydesignedforthefinancialservicessector,there’sahugeopportunitytotailoritforhealthvisitorsandchildprotectionworkers.Mobilecallscanbestoredandplayedbackasevidence,whichcouldhelpprovevitalinprotectingvulnerableadultsandchildren.

THE BENEFITS

TeleWarehaveenabledtheTrusttoreactrapidlytoissuesandoptimisetheiruseofstaffresourcesbyseamlesslydistributingincomingcalls.Aswithallstrongandlonglastingrelationships,thecustomercomesfirst.Withtheirvaluableinputintoproductandservicedevelopment,thebenefitswereevidentwithindaysratherthanmonths.AcollaborativeapproachhasallowedTeleWaretodeliverasystemwhichnotonlysavescosts,butalsoimprovescustomerexperienceandtheTrust’sproductivityasemployeescannowcarryouttheirday-to-daytasksmoreefficiently,respondingtoandresolvingproblemsquicker.

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1KingStreet, London, EC2V8AU|TeleWareHouse,YorkRoad,Thirsk,North Yorkshire,YO73BX|1250Broadway,New YorkNY10036

ForfurtherdetailspleasecontactourPublicSectorSpecialists,NaomiWaterhouseandClare-LouiseShakeshafton:

Naomi Waterhouse: 01845 521291 - naomi.waterhouse@teleware.com

Clare-Louise Shakeshaft: 01845 521292 - clare-louise.shakeshaft@teleware.com

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