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Multi-site Facilities Health Care Organization
An intelligent communications solution by Avaya and SDC Solutions
A world class health care organization located in New Jersey consists of three hospitals and one
administrative site. It currently services three million residents of eight northern and central New Jersey
counties for their health care needs. The organization’s goal was to provide 24/7 service for each of its
locations and further elevate its standard of customer service to the next level.
Challenge
A world class health care facility was looking to consolidate call handling for three separate hospitals
using a PC-based console solution. The solution had to allow for centralized attendant service and
provide operators with access to on-call schedules and paging. The health care facility also wanted to
implement a speech-based auto attendant to provide 24x7x365 directory service. The system had to
be updated automatically using HL7 and have the capability of replication, thereby allowing each site
to process calls for each other. Finally, the system needed to provide Web access to both directory
information and on-call schedules and allow for departmental administration of on-call scheduling.
Solution
Since implementing IntelliDESK PC-based Console to process calls at the operators’ stations,
operators are able to answer and direct incoming calls, page staff and physicians, provide physician
messaging services, access the most updated on-call schedules, and launch emergency procedures
directly from the IntelliDESK programmable keyboard.
Meanwhile, a significant number of calls have been offloaded by the IntelliSPEEH Virtual Agent allowing
operators to focus on callers who need additional service. Currently, IntelliSPEECH is directing an
average of 30,000 calls per week.
Finally, WebSERVICES is providing physicians and staff easy access to the important information
housed in the directory, including critical on-call schedules. Users can page directly from a directory
entry, further streamlining communications
The SDC implementation was designed, delivered and installed in a manner that would allow
this organization to transition to an IP environment. The health care facility’s ability to leverage its
investment allowed the organization to achieve its immediate goals, while at the same time positioning
the health care facility for future IP deployments
Results
Currently, IntelliSPEECH is processing an average of 30,000 calls per week for all four sites (three
hospitals and an administrative site) with a transaction completion rate above 95 percent. Since
installation, operators now have more time to concentrate on providing a higher quality of service
to patients, staff and physicians alike. Time spent administering to database changes and on-call
scheduling updates has been significantly reduced and the accuracy with which staff are able to reach
on-call physicians has increased dramatically.
Increases confidence by enabling operators to efficiently and knowledgably help patients, staff and ▶
physicians.
Ensures accuracy of directory information with automatic database updating. ▶
Increases the speed of call and message delivery with single keystroke access to, directory, ▶
telephony and paging functions.
Increases patient safety and physician satisfaction with direct access to the most updated on-call ▶
schedules.
Provides easy access to important directories and direct paging and emailing via the web for ▶
physicians and staff.
Delivers flexibility with the ability to segment directory view for patients, employees and physicians. ▶
Enhances customer service by offloads internal and external calls to the operator by up to 80 ▶
percent.
Increased mobility of communications by allowing users to access the directory using any phone or ▶
web-enabled device.
To read more about this solution or to download this case study, please visit
http://www.avaya.com/master-usa/en-us/resource/assets/casestudies/endo_b.pdf.