Bill Van Hout Aspect 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

Healthcare Objectives Improving 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 Services Shortage 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 Platform Unified Experience Messaging Conferences Instant Msg Voice Management Tools ` Voice Mail PBX / VoIP Audio Conf. Web Conf. Video Conf. Install, Maintain and Support

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

13 SMS Instant Messaging Voice Video/Web Conference Platform Unified Experience Messaging Conferences Instant Msg Voice Management Tools

Benefits Realized Improved Patient Satisfaction, Safety and Outcomes through Quicker Time to correct and Improved Collaboration between clinicians leading to Reduced Utilization of scare resources and Lowered or Avoided Readmission

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

Healthcare Contact Centers Utilizing Unified Communications Contact Centers provide directed access to information and services through multiple channels

Cleveland Clinic Patient Scheduling Services About 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 Services Solution Blended Interaction™ UC Application Productive Workforce™ for Aspect® eWorkforce Management™ UC Application Results 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

Summary The 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 Business Intelligence -Healthvault Community Connect™ -Policies and Procedures Management