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CONNECTING YOUR OPERATOR CONSOLE FOR SMARTER CLINICAL COMMUNICATIONS
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HOSPITAL CONTACT CENTER – HEART OF THE HOSPITAL
Provider Satisfaction
Security and Risk Management
Answering ServiceCustomer Service
Patient Satisfaction
Critical Codes
3
COMMON HEALTHCARE CHALLENGES
On-call scheduling process that relies on numerous Excel files or is paper-based
Heavy traffic on operator group, consisting of internal “Dial 0” calls, directory look-ups, and staff page requests
Hospital directories that are outdated as soon as they are printed
The need to integrate with third-party systems
SMARTER CLINICAL COMMUNICATIONS
5
SPOK HEALTHCARE CONSOLE: THE HUB OF CRITICAL COMMUNICATIONS
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ONE DIRECTORY
SPOK HEALTHCARE CONSOLE DATABASE
STAFF DIRECTORY
PATIENT INFORMATION
ONE SOURCEFOR CONTACT DIRECTORY INFORMATION
AUTOMATICALLY
UPDATED SUPPORTSSTANDARD INFORMATION PROTOCOLS
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WEB SCHEDULING AND DIRECTORY
• Offers both information input and access
• Integrates with console database
• Integrates with portal for Spok Mobile®
• Browser-based tool
FEATURES
• Staff members outside the call center have access
• On-call schedules are updated and maintained by individual departments
• Enables operator group to concentrate on other services
• Reduces paper waste/on-call printouts
BENEFITS
8
IDENTIFYING ON-CALL PROVIDER – BEFORE
Patient comes into the ED and needs to be admitted for
additional diagnostic testing
Contact center agent looks at
the printed schedule
Schedule not updated and physician is not
available
Delay in care for the patient
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IDENTIFYING ON-CALL PROVIDER – AFTER
Patient comes into the ED and needs to
be admitted for additional diagnostic
testing
Physician receives the message on his preferred device and orders tests
Patient receives diagnostic testing
without delay
Staff Directory
On-Call Secure Messaging
Operator Console
=
Agent sends secure text message to correct on-call
physician
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INTEGRATE WITH THIRD PARTY SYSTEMS
On-call schedules of all physicians, regardless of their employment status, can appear within one easily referenceable system
Spok partners with 3rd party system
Staff Assignment
On-Call DevicePreferences
All within the Spok Care Connect® platform
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INTEGRATION WITH QGENDA
One-way schedule synchronized via flat file or API on regular schedule
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PREFERRED CONTACT METHODS FOR CLINICIANS
Sends message to cell phone
Operator needs to message on-call physician
Message not answered ─ doctor
prefers messages be sent to pager
Has to look up information in
directory
X
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ESCALATION: MESSAGE FROM CONSOLE
Operator Sue Johnson pages
Dr. Wise when a patient calls for her
Dr. Wise is unavailable and doesn’t receive
the message
The message escalates
automatically to RN Betsy Miller, who
dials the operator to connect with the
patient calling
Device Preference Engine allows current Spok Console users the
ability to add enhanced escalation capabilities to their current Spok
environment
14
DPE INTEGRATION TO SPOK CONSOLE SUITES
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INTEGRATION WITH SPOK MOBILE
Accepted: Message has been received by Spok Mobile Queued: Message is queued for deliveryDelivered: Message received by Spok Mobile device client
Spok Mobile integration lets you use the Spok Healthcare Console to send messages to smartphones
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SPOK MOBILE
With Spok Mobile you have directory look up and can message on-call care team participants
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PATIENT ADMIT - PHYSICIAN COMMUNICATIONS: BEFORE
TRADITIONAL WORKFLOW
Admissions Updates ADT
Physician UnavailablePatient Waits in ED
ED Physician and Attending Finally Discuss Patient
ED and Attending Need to Discuss Patient -
Operator Pages Attending
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IMPROVING PATIENT FLOW IN THE ED: AFTER
CMS CORE MEASURE CMS55v3*
Time (in minutes) from ED arrival to ED departure for patients admitted to the facility from the emergency department.
*Included in Hospital Compare
Patient in ED Needs AdmitED MD Consults with Admitting Hospitalist
Hospitalist Confirms AdmitPatient Can Be Admitted
BETTER OUTCOMES
20
INCIDENT COMMUNICATION
Defining incident communication:
Reaching people simultaneously with critical messages requiring them to respond with their availability and prepare for their role in an event
Actual use cases:
CODE CALLS IT OUTAGES STAFFING ISSUESALERTING NEARBY FACILITIES
OF INBOUND PATIENTSRETAIL MANAGEMENT
ISSUES
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INCIDENT COMMUNICATION
• Set up predefined message templates with instructions
• Pre-build message groups or create dynamically
• Send messages to each person’s preferred device, and escalate if initial contact unavailable
• Leverage two-way feedback to track responses
FEATURES
• Rally large groups quickly with simultaneous notifications
• Simplify and automate communication processes during time of stress
• Provide audit trails of how communications were handled
BENEFITS
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SAMPLE CODE STEMI WORKFLOW: BEFORE
Manual Paging
Manual Phone Tree
Wasted Time
Unconfirmed Responses
BEFORE = 129 MINUTES
DOOR TO BALLOON TIME:
START
RESPONSE TEAM• Cath lab staff • House supervisor• ICU shift coordinator/nurses
• Attending cardiologist• Cardiovascular coordinator• ER director• Cardiovascular director
• ER shift coordinator• X-ray/imaging technicians• Lab technicians
Patient in ST-elevated myocardial
infarction; ER MD initiates code
Patient undergoes cardiac
intervention
Over communicate to ensure proper response
Inefficient phone trees among 30
people
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SAMPLE CODE STEMI WORKFLOW: AFTER
Patient in ST-elevated myocardial infarction; ER MD initiates code
Patient undergoes cardiac
intervention
Staff automatically contacted on preferred
device
Operator initiates STEMI protocol;
kicks off notifications
Operator monitors responses and resolves
any exceptions
Consolidated Infrastructure:• Logic for on-call calendar• Auto escalations based on responses
or non responses from staff• Eliminates manual calling trees and
messy escalations
BEFORE = 129 MINUTES
DOOR TO BALLOON TIME:
START
AFTER = 68 MINUTES
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MANY TESTS, MANY RESULTS
400
Radiology exams in the U.S. each year
Lab tests in the U.S. each year
6.8Million Billion
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RESULTS ONLY MATTER IF THEY’RE RECEIVED
Of test results specifically cited as a factor in a malpractice case:
“Of malpractices cases ... 75% are communication related.”
MOST COMMON PROBLEM
Patient didn’t receive test results
SECOND-MOST COMMON PROBLEM
Clinician didn’t receive test results
Journal of the American College of Radiology, Volume 8, Issue 11 , Pages 776-779, November 2011www.healthimaging.com April 7, 2009. Critical test-result management systems help reduce malpractice suits.
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DELIVERING CRITICAL TEST RESULTS
Physician Recommends X-ray
Phone TagPatient Waits for Treatment
Results Come Back Critical
27
SPEEDING CRITICAL TEST RESULTS
Physician Recommends X-ray
Results Direct to DeviceTreatment Begins
Results Come Back Critical
28
RECAP
• Web directory and on-call scheduling
• Managing device preferences and escalations
• Secure mobile communications with Spok Mobile
• Incident and emergency communication
• Speeding critical test results management
SMARTER CLINICAL COMMUNICATIONS BETTER OUTCOMES
29
Enjoy the latest enhancements to your operator console
Leverage the latest versions of additional Spok and third-party solutions with updated integrations
Stay certified on the latest PBX versions
Consider regular hardware upgrades to increase reliability
STAYING UP-TO-DATE
LET’S GET IN TOUCH!
Learn more:
CASE STUDIES VIDEOS
We’d love to hear from you!
spok.comgetinfo@spok.com
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