Mark Wechsler Healthcare Program Director, North America Responding to the Healthcare Market with...
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Mark WechslerHealthcare Program Director, North America
Responding to the Healthcare Market with Avaya Aura™
Enablement
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
2
Agenda Business Challenges
Faced by Healthcare Communications Evolution Avaya Aura™ Meeting the Healthcare
Communication Challenge Wrap-up
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
3
Business ChallengesFaced ByHealthcare
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
4
Business Challenges Faced By Healthcare Key Issues motivating change for Payers and Providers
Improving Quality of
Patient Care
IncreasingPatient/Member
Satisfaction
ExpandingHealthcare Services
Providing ReliableSecure Information
Transport
Simplifying patient access to payer/provider services Providing multi-channel communications channels
for provider/patient/member/customer access
Extending services to the underserved and rural community Expanding to address patient medical home & ambulatory markets Building new offerings to meet market needs
Enabling reliable, secure, and regulatory compliant services Facilitating interoperability between Payer, Provider, and Patient Supporting true device and media independence
Simplifying patient access to payer/provider services Enabling effective provider and payer communications Balancing between responsiveness and service costs
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
5
Healthcare Communications Evolution
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
6
Val
ue
Network-CentricServices
Organization-CentricServices
User-CentricServices
Stand-alone mgtSite-specific services
Heterogeneous mgt Site-specific services
Non-heterogeneous MgtUser-specific apps
Business Challenges Faced By HealthcareThe Evolution of Features and Functions
Enhanced information exchange – reducing
cost of care
User Empowerment
Intelligent contact management -
meeting patient needs
Customer Svc
Improving productivity –
increasing quality of care
Collaboration
Mobility
Flexibility and convenience – reducing cost
Voice & data transport –reliability at the core
Tele-Network
Increased efficiency – doing more with less
Voice, Video, Data
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
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Legacy UtilityLegacy Utility
Switch-specific administration Site specific dial tone Separate voice and data
services Limited wireless and mobility
(voice or data)
Avaya Aura™ Business Avaya Aura™ Business Enabled ServicesEnabled Services
Converged FacilitiesConverged Facilities
Standalone video services In-building mobility (voice, data) Site-dependent collaboration Reactive contact center services Simple device (e.g., nurse call)
integration Call control Number portability Asynchronous messaging
Integration of non-heterogeneous systems
Core Trunking and tail-end hop-off Networked messaging Centralized multi-vendor services Network-available application services Enterprise-wide consistent services &
function Borderless connectivity & services
TDM, Analog, & IPTDM, Analog, & IPTDM & AnalogTDM & Analog SIP- Enabled ServicesSIP- Enabled Services
IVR “patient traffic” gateways Uni-directional speech access Voice mail Asynchronous Messaging
Heterogeneous integration Enterprise dial plans Site specific applications Integrated voice/data Basic IP presence services
Device independent information acquisition and access
Enterprise mobility (voice, data, apps) Integrated skills based call routing Proactive call center applications User specific services & control Device, Application, and System (e.g., EMR)
integration Telepresence Context based messaging Real time, synchronous messaging
Infr
ast
ruct
ure
Ap
plic
atio
ns
User-CentricUser-CentricOrganization - CentricOrganization - CentricNetwork - CentricNetwork - Centric
Business Challenges Faced By HealthcareThe Evolution of Technology
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
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Typical Healthcare Provider Silos
NurseTriage
CallMgt
ADT&
Registration
Scheduling EMR
Clinicals
PHR
Labs & Results
PharmacyPatientBilling
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
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Enablement Opportunities
Improving Quality Driving efficiency and accuracy are key elements in support of demands for healthcare reform Improving information delivery and communication accuracy reduces medical errors Real time access to information and resources is critically linked to the quality of care delivery
Enhancing Satisfaction Improving self-service applications for patient, provider, and payer requirements accelerates the
care delivery system Real time resource identification and communication positively impacts patient and care delivery
resources Improving cross-organization (e.g., Payer to Provider) communications reduces cost
Extending Services Call center proactive capabilities to drive 1st call resolution key to driving down cost Enabling Telemedicine (in-home, underserved areas) required to improve revenue streams and
reduce costs Enabling and leveraging remote professional, administration and support resources drives down
cost and enables new services
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
10
Avaya AuraTM
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
11
VideoSystemsVideoSystems
Communication SystemsCommunication Systems
DataCentersDataCenters
Communication SystemsCommunication Systems
Contact CentersContact Centers
ConferencingServicesConferencingServices
EnterpriseApplicationsEnterpriseApplications
Today’s Complex Healthcare Architecture
11
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
12
Avaya Aura™ Simplifies Communications Enabling Integration of Non-Heterogenous Systems
Flexibly connect users, applications and systems enterprise-wide
EnterpriseNetwork
CollaborationApps Video
AppsBusiness
Apps
AvayaPasadena
AvayaSausalito
NortelSan Diego
SiemensOrange Cty
Contact CenterRoseville
CiscoLA
Contact CenterSan Francisco
Usersanywhere
AvayaSausalito
NortelSan Diego
SiemensOrange Cty
Contact CenterRoseville
CiscoLA
Contact CenterSan Francisco
Data CentersData Centers
SIP Trunking
Avaya Aura™Communication
ManagerPasadena
AppsIntegrated
Avaya Aura™
SessionManager
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
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System ManagerSystem
Manager
Session ManagerSession Manager
ApplicationEnablementApplicationEnablement PresencePresenceCommunication
ManagerCommunication
Manager
Avaya Aura™
Scalable voice & video foundationSIP + Presence + Web ServicesOpen multi-vendor integrationMidsize to largest enterpriseSingle-site, branches, multi-site
Easy to install and manage holistically
Evolutionary path protectingexisting investments
Comprehensive support and remote management services
Avaya one-X®
UC All Inclusive
Avaya Aura™
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
14
Meeting the Healthcare Communication Challenge
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
15
From the Patient’s View
Meeting the healthcare challenge with Avaya Aura™
Enhancing patient experience– Improving the quality of care
• Consistent access to Provider & Payer Services
• Increasing access to departmental / clinical resources
– Increasing patient satisfaction• Speech and web self service• Patient choice• Real-time access to knowledge• Increased first-call resolution• Proactive Provider/Payer/Patient outreach
– Expanding Services• Care access at the point-of-patient rather than
at the point-of-provider– Reliable Information Transport
• Multi-channel/Multi-device• Closed-loop communication
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
16
Example: Patient SchedulingInefficiency and inconsistency impacts patient satisfaction
Outpatient / Ambulatory Scheduling frequently inefficient, time consuming, and frustrating for the patient
Multiple, complex IVR selection trees
– Confusing to non-medical staff
– Error prone
Coordination with PCP and Payer adds to the difficulty
IVR
IVR
PhysicianOffices
Hospital& Test
Facilities
Provider
Inability to Locate and Communicate With Right Resources, Right Information, and Right Time
Scheduling
Information
FinancialAssistance
Payments& Billing
Scheduling
Scheduling
Scheduling
Scheduling
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
17
Example: Patient SchedulingAvaya Aura™ enabled efficiency enhances patient satisfaction
CommunicationsApplications
Centralized profile mapping people to communications applications
Centralized applications yield common, easily accessible information
Network-enabled self service applications place the patient “in control”
Presence enabled access to available and capable knowledge resources
Information and resources networked enabled rather than network inhibited
Scheduling Billing
InformationPhysician Access
Avaya Aura TM
SessionManager
ClaimsClinic Services
ICR
Simplifying patient access to resources and services enables active participation in the healthcare process,
reducing cost, and improving the quality of care
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
18
Meeting the healthcare challenge with Avaya Aura™
Enhancing the provider’s business– Improving the quality of care
• Communication between caregivers ‘without borders’
• Consistent features/functionalities improve productivity
• Enhanced collaboration and information access accelerate care
– Increasing patient satisfaction• Self-service placing the patient “in control”• Proactive and preemptive patient support
– Expanding Healthcare Services• Borderless connectivity and services• Sticky applications and numbers for mobile care
givers• Virtual access and presence enabling remote
care delivery
– Reliable Information Transport• Enterprise functionality regardless of local• Device & media independence enabling
information access anytime and place
From the Provider’s View
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
19
Example: Provider Communication Breakdown
Inability to be notified of key patient data and to act on it “in time”
Difficulty identifying and collaborating on critical subjects
Information overload
Lack of access to available, knowledgeable, and available personnel
Provider Communication Failures Account for 66% of Harm To Patients
Lab Tests
PatientClinicals
EMR
Diagnostics
Clinical Applications
Nursing
Specialists
Consults & Assists
Support Services
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
20
Example: Provider Communication BreakdownAvaya Aura™ simplifies and assures information delivery
Presence enables identification of available resources
– Rapid identification of correct resource via key attributes relative to the need
– Enterprise wide service supporting mobility and access
Customized applications remove latency associated with notification of key information
– Rapid, accurate response reduces medical errors
Simplified dialing plans and number portability enhance ease of use, productivity, and efficiency
Improving The Quality Of Care With Real Time Ability To Access The Right
Resources And Information
Custom Apps PlatformCustom Apps Platform
SystemManager
SessionManagerSessionManager
Avaya AuraTM Core
MediaServers
Access
Connection
Application
SIPPresence
SessionManagerSessionManager
SessionManagerSessionManager
ResultsNotification
ResourceFinder
MM
VP
MX
CM
NursingSpecialists
Support Services
Critical Care Givers
Consult & Assist
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
21
Avaya Aura™ Presents the Opportunity For A Wide Range Of Communication-Enabled Services
Patient Health– Wellness Management– Chronic Care Management
Proactive Notification– Appt Reminder / Confirmation– Family Finder / Communicator– Meds & Immunization– Pre-op Instruction Notification
Self - Service– In House Visitor Information– Education Scheduling– Information Hotline– Prescription Services– Concierge
Healthcare Environmental Services– Security Touring– Building Alarms and Notifications– Security Messaging
Professional Employee Support– Performance Notification (JCAHO)– Benefits & Enrollment– On/Off Boarding
Clinical Communication Services– Real Time Resource Locator– Nurse/Physician Communicator– Cat Lab Emergency Manager– ED Resource Manager– Consult Manager
Telehealth– Video Contact Center– Virtual Specialist– Patient Follow-up– Telehome medical services
Clinical & Business Administration– Voice Communicator– Lab Test Reporting– Patient & Exam Room Notify– Order Management– Patient Monitoring– Case Referral & Handoff– Medical Transport
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
22
Wrap Up
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
23
Today’s Business Drivers Demand Greater Communication System Efficiencies
Quality of Care
– Improving information exchange between Patients, Providers, and Payers
Patient Satisfaction
– Enabling access to the right information, the first time, and the right time
Expanding Services
– Enabling resources to support and deliver services independent of their physical location
Evolving to User-Centric
Services
Evolving toSIP- Enabled
Services
Reliable, Secure Communication Transport
– Compliant with the maze of regulatory requirements necessary to assure privacy, accuracy, and security
– Demanding the flexibility and serviceability drive highly cost effective information transport and networked services.
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
24
Avaya Aura™ Provides the Path To Enablement
Extending Services Call center proactive
capabilities to drive 1st call resolution key to driving down cost
Enabling Telemedicine (in-home, underserved areas) required to improve revenue streams and reduce costs
Enabling and leveraging remote professional, administration and support resources drives down cost and enables new services
Enhancing Satisfaction Improving self-service applications for patient,
provider, and payer requirements accelerates the care delivery system
Real time resource identification and communication positively impacts patient and care delivery resources
Improving cross-organization (e.g., Payer to Provider) communications reduces cost
Improving Quality Driving efficiency and
accuracy are key elements in support of demands for healthcare reform
Improving information delivery and communication accuracy reduces medical errors
Real time access to information and resources is critically linked to the quality of care delivery
System ManagerSystem
Manager
Session ManagerSession Manager
ApplicationEnablementApplicationEnablement PresencePresenceCommunication
ManagerCommunication
Manager
Avaya Aura™
© 2009 Avaya Inc. All rights reserved.
The Heartbeat of Intelligent Communications
25
Thank YouMark Wechsler
(908) 696-5607