Freer flowing communications

Thanks to NextiraOne, some healthcare institutions have already deployed the communications tools that modern business people use routinely. They are already enjoying many benefits. Patients, relatives and colleagues spend less time on hold. With automatic attendant services, numerous switchboard operators, receptionists, assistants and secretaries are freed-up for more productive work. And doctors and nurses are able to spend more of their ‘down time’ (when they are walking around the building; not when they are professionally engaged) fielding calls or responding to voice mail. All of this saves costs, boosts patient satisfaction, and makes healthcare professionals more available and responsive to those for whom they provide care.

The best communications solution in the world cannot eliminate time wasted on hold or waiting to be transferred. But a good one will minimise it. At the heart of this is automatic call distribution (ACD). This routes calls intelligently. Using caller ID, it recognises who is calling, and sends the call to the person who is most likely to be able to help.

Other services that can help calls to flow more freely include:

• IVR [1] menus, which allow callers to use speech to route their calls themselves;
• unified messaging, which allows members of staff to pick up (from within the building and anywhere beyond) all their voice mails, emails and faxes from a single, secure source;
• voice-activated directories, which allow members of staff to call each other simply by speaking a colleague’s name;
• centralised calendar, which allows staff to check on their colleagues’ whereabouts and availability;
• departmental billing, which allows budget holders to forecast and control their costs more effectively;
• call management functions, such as call forwarding, ring-back, and ‘do not disturb’.

Some other NextiraOne solutions for healthcare

1. Emergency calls handling: we provide solutions for emergency services, with totally integrated and secure contact centres. These can use caller ID to pop up on the agent’s screen a map showing the location of the telephone being used, and software that will identify the nearest available response vehicle. A broad range of other specialist services is also available.
2. Disaster response: in the event of a major disaster, staff can be mobilised extremely quickly and totally automatically via automated voice messages to mobile phones and landlines, and/or SMS text messages.
3. Interaction monitoring: detailed reports on the effectiveness of communication handling allow systems to be refined to improve productivity further.

The value NextiraOne adds to healthcare communications

NextiraOne are Europe’s leading experts in communications services. Our customers include some of the world’s most famous brands in banking, commerce and industry. But, more importantly, we understand the needs of the healthcare community. As a result of implementing literally thousands of communications solutions in hospitals and clinics across the continent, we have developed a genuine appreciation of the unique challenges and issues that clinicians and administrators face. And consequently we are now able to tailor solutions according to the particular resources, objectives and budgets of any healthcare organisation.

Our expertise

• The provision of expert advice concerning the financial implications of a proposed solution, such as return on investment and total cost of ownership calculations, and alternative risk management and ownership models, including outsourcing and managed services.
• The design of communication flows that match existing or planned organisational structures, needs and objectives.
• The identification of the most appropriate technology solution, based on our flow design.
• The customisation, deployment and integration of the selected technologies.
• The implementation of a change management programme, usually in cooperation with the customer’s internal communications, HR and/or training teams.
• The provision of a tailored service and support model that will ensure the continuing optimum performance, availability and security of the solution throughout its lifecycle.

IVR = interactive voice response