Bill Van HoutAspect

3/1/2010

Uniting Healthcare Communications for Improved Health Outcomes and Patient Satisfaction

Agenda

• Trends and Challenges in Healthcare• Unified Communications Explained• A Healthcare Scenario• Case Study

If we build increasingly interactive platforms to enrich feedback at each stage of diagnosis and care, patients and physicians can make better health decisions together

Dr. Ronald Dixon MD, MA in “The Technology that can Revolutionize Healthcare”

Harvard Business ReviewJanuary-February 2010

Healthcare ObjectivesImproving Patient Outcomes while Managing Costs and Privacy

Integrate and transfer medical information from

various systems

Improve real-time collaboration Among care teams

Enable effective communication between caregivers and patients

Support staff training and continuing medical

education

Connect Individuals at the hospital with remote staff

Reduce medical errors promote patient safety

Challenges for Healthcare Providers

Nurses and therapists spend more time managing information and less time treating patients.

Medical errors can often be traced directly to data entry and communication errors.

Care team members often have difficulty retrieving and handing off the right information at the right time.

Increasingly mobile clinical and support staff makes it difficult to communicate or collaborate in real-time

Difficulty integrating and transferring data from various systems throughout the organization.

Playing phone tag with doctors

Waiting for call-backs

Delays in getting important information

No way to get information

The need to make an appointment for even simple medical requests

Challenges for Patients

Trends in Patient ServicesShortage of qualified medical professionals, growing population of aged people and challenges of treating chronic disease has led to “the perfect storm” in healthcare

Work at Home – Caregivers and Nurses with less predictable schedules

More options for communicating are being offered and expected by patients

Skills based routing and integrated voice & data synchronization allowing healthcare teams to quickly access patient information from multiple venues of care

Advances in speech recognition technology open up more options for self service

Agenda

• Trends and Challenges in Healthcare• Unified Communications Explained• A Healthcare Scenario• Case Study

What is Unified Communications (UC)

“UC integrates real-time and non real-time communications with business processes and requirements based on presence capabilities, presenting a consistent unified user interface and user experience across multiple devices and media types”

What UC is and isn't, Blair Pleasant, COMMfusion

Evolution from “silo” to Unified Communication

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Install, Maintain and Support

Agenda

• Trends and Challenges in Healthcare• Unified Communications Explained• A Healthcare Scenario• Case Study

SMS

Instant Messaging

Voice

Video/Web Conference

Email

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Benefits Realized

Improved Patient Satisfaction, Safety and Outcomes throughQuicker Time to correct andImproved Collaboration between clinicians leading toReduced Utilization of scare resources andLowered or Avoided Readmission

Agenda

• Trends and Challenges in Healthcare• Unified Communications Explained• A Healthcare Scenario• Case Study

Healthcare Contact CentersUtilizing Unified CommunicationsContact Centers provide directed access to information and services through multiple channels

Cleveland Clinic Patient Scheduling ServicesAbout

• Not-for-profit, Multi-specialty academic medical center that integrates clinical and hospital care with research and education

• Cleveland Clinic health system comprises eight community hospitals, a children’s hospital for rehabilitation and one affiliate hospital

• More than 50,000 admissions and 2 million out-patient visits per year

Challenges• One organization with 13 practices and over 40 number for a patient to schedule

appointment• Decentralized scheduling system: each group had their own way of scheduling• Needed to improve accuracy• Required to meet new corporate initiatives in improving the patient experience• Manual outbound appointment reminders, limited consistency

Cleveland Clinic Patient Scheduling ServicesSolution

• Blended Interaction™ UC Application• Productive Workforce™ for Aspect® eWorkforce Management™ UC

ApplicationResults

• Unified solution supporting all patient scheduling calls for the enterprise, beginning with one group and expanding to 10 others

• Consistent patient scheduling experience on every call• Centralizing all interactionis (voice & web) and automated outbound

notifications, Cleveland clinic expects significant savings and improved quality

• Improved corporate branding and physician satisfaction

SummaryThe Value of UC to Healthcare Providers• The UC vision for caregiver collaboration in healthcare leads to

- Reduced medical errors and improved patient safety

- Improved productivity for healthcare professionals

- Improved access to patient information at the point of care

- Improved healthcare worker job satisfaction

- Simplified compliance with HIPAA and other regulatory mandates

- Helpful tools for controlling the rapid rise in healthcare costs

- Improved patient satisfaction and outcomes

Come See More!Aspect demoing Microsoft Solutions in Healthcare Scenarios here

in the Microsoft Booth

• Solutions we’re highlighting include- UC

- Chronic disease management using Dynamics CRM and UC

- SharePoint 2010

- Business Intelligence

- Healthvault Community Connect™

- Policies and Procedures Management