1. RESULT ! The easy way to deliver the message
An NHS Lothian GUM Clinic Case Study
Alan Hush – Telecomms Manager
NHS Lothian & NHS Borders

2. Alan Hush -Telecomms Manager NHS Lothian & NHS Borders
16 Years NHS Experience
Responsible for all voice services in
NHS Lothian & NHS Borders areas
NHS UK-wide representative on GTM
NHS Scotland representative for NHS PASA UK-wide Voice, Video & Data Procurement Framework Contracts

3. Have you heard the one about….?
Relax….
Have you heard the one about….?

4. Are my Test Results back?

5. Telecommunications Services
Managed Voice Network Service provided by Cable & Wireless covering 42 sites throughout NHS Lothian
Direct Dialling Inwards to all extensions
Partially Centralised Telephone Operator Service
Telephonists answer calls per day
4000+ Internal Calls with many requests for Internal Directory Information
Reluctance to use On-Line Telephone Book for Internal & External Directory Enquiries

6. How can we improve? Hire more Telephonists?
Encourage greater use of On-Line Phone Book?
Provide a printed Phone Book?
Manage internal users expectations?
Be Innovative…..?

7. Innovation…. in the NHS ? We are good at managing change
We have the expertise to introduce new technology
OK, what should we do?

8. Anything else? GUM Clinic Test Results
Nursing staff take calls from patients to read results
Any ideas how we can improve?
Can Telecomms contribute to Patient Care?
Yes we can

9. The Brief Improve telephone call handling times
Improve quality of service
Improve internal directory searches
Allow for future expansion
Automate the GUM results reporting service
Streamline the Patient’s experience
Allow Patient Anonymity
Ensure Confidentiality

10. NHS Lothian – GU Medicine Clinic
Serves 800,000 people
45 Staff
Highest rates of STI’s since the 1940’s
Excellent patient care at Clinic
Poor results reporting service, limited to week-days between 2 & 4pm
Labour intensive

11. GUM Results Reporting Service
Options explored
Text Messaging
Extra Phone Lines
Secure Internet Site
Telephone call queuing system
Any other suggestions?

12. Internal Telephone Directory Service
Options Explored
Increase staffing
Improve on-line phone book
Produce a printed phone book
Any other suggestions….?

13. Telephonetics Contact Portal
Could one “box” possibly address our complex and varied requirements?
Can GUM Medical, Nursing and Administration staff work with Telecomms & IM&T staff to share the technology that would provide both groups’ users an improved quality of service?
Of course we can!

14. GUM Results Reporting Service
Callers dial the Contact Portal
Enter unique identification code
Enter DOB
Listen to their test results any time of day
Option to speak to a professional
Option to make a follow up appointment
System receives up to 100 calls per day

15. GUM Experience & Feedback
Patients are happy to use the service
Reduction in telephone calls results in better use of staff time
Ensures Patient Confidentiality
Easy to use and administer
What else can it do for us….?

16. 0844 822 1000 Ask for Alan Hush Ask for the Telecomms Department
Note that the system responds “calling Telecommunications” (not Telecomms)
Give it a try sometime

25. Thank you for your time….any questions?
Alan Hush
Telecomms Manager
NHS Lothian & NHS Borders
39 Lauriston Place
Edinburgh
EH3 9HA t e-