Telecoms BVG - NPAG · The Telecoms Best Value Group is one of 21 ‘Best Value’ Groups organised...

Telecoms BVG

© NPAG 2016 The NPAG is a part of the East of England Ambulance Service NHS Trust 1

John Wigmore, Facilitator Telephone: 01245 544600 Fax: 01245 544610 Email: [email protected] www.npag.org.uk

Cert No: 9210

mailto:[email protected]

http://www.npag.org.uk/

Telecoms BVG


MISSION STATEMENT

“To work collaboratively with all other NHS member Trusts in our endeavor to provide first class, cost effective, voice, video and data solutions”

INTRODUCTION The Telecoms Best Value Group is one of 21 ‘Best Value’ Groups organised by the National Performance Advisory Group (NPAG). All NPAG ‘Best Value’ groups are member driven with agendas, dates and venues decided by members. The group consists of subscribed members with elected joint Chairs supported by a facilitator from NPAG. Membership this year comprised 28 members from 21 NHS Trusts registered for the series of four meetings held between June 2015 and March 2016. This report summarises some of the main activities of the Group including topics discussed, benchmarking activities and the external presenters invited to the meetings. I would like to take this opportunity to thank the Joint Chairs, Simon Owen and Rob Edgar, and the members for their ongoing commitment to the Group, and for their input and enthusiasm, without which the Group would not be the success it is. The group’s strength lies in the members ability to evaluate new technology and provide professional expertise to influence Telecoms manufacturers and service providers within the Healthcare field, share best practice, benchmark key services and offer peer to peer support to solve often complex technical problems. In the current economic climate, with NHS funding being squeezed as Trusts strive to meet their financial targets, the focus of the Group continues to promote cost effective, efficient solutions to maintain and improve the Patient Communication experience within member Trusts. John Wigmore Telecoms BVG Facilitator 2015-16

CHAIRS VIEW Reduced budgets and enforced cost improvements to NHS organisations has meant that 2015/16 has continued to be a period of financial austerity which has brought about many challenges. NHS organisations are striving to improve services and secure value for money solutions, whilst demonstrating a reduction in expenditure. Additionally, many Trusts are in the process of transitioning from analogue voice to digital equipment and VoIP platforms. No matter where you are in the process, this group assembly is of immense value to members. Likeminded individuals from around the country, meet quarterly to discuss common, and sometimes not so common, issues and experiences, and to share knowledge. Presentation slots are highly valued by service providers, and NPAG Telecoms Group membership is guaranteed to give something to everyone. We firmly believe that this medium continues to be the primary forum for NHS Telecoms professionals. Simon Owen and Rob Edgar Telecoms BVG Chairs 15-16

Telecoms BVG


MEETING VENUES This series of meetings were held in London in close proximity to Euston Station, either at the Royal Asiatic Society or at the Imperial Hotel.

DISSEMINATION OF NPTMG INFORMATION The NPAG website has a members’ area, where presentations, notes of meeting and documents are uploaded for easy reference. The member’s area also contains items of telecoms industry news and relevant Ofcom updates. The NPAG Network Coordinator also maintains a library and register of all documents/papers for distribution upon request. These are also available to members of other NPAG Best Value Groups, with the agreement of the originator.

NETWORKING The Telecoms BVG meetings continued to prove a focal point for members to build an affinity with each other, often resulting in visits between their respective organisations to share mutual information on working practices and policies. The members also maintain a proactive email group, supported by the facilitator, where questions and requests for advice or sample policy documentation are shared.

INFLUENCY SUPPLIERS The Telecoms BVG, comprising a blend of NHS Telecom Managers and Specialist Telecommunication Engineers, is able to influence suppliers in the development of products and services relevant to the specific needs of the NHS, assisting NHS Trusts to meet national targets and cut costs. Suppliers will often offer a discount for their products and services to member Trusts. Group members have participated in national contracting agreements, and have participated in stakeholder pre-tender discussions for national telecoms contracts.

MANAGER AND OPERATOR NATIONAL PROFILES NPAG agreed to create an additional section on the Telecoms Members web site for a database of Job Descriptions for Telecom Manager, Telecom Engineer/Technician, Switchboard Supervisor and Switchboard Operators. This facility will allow members to benchmark their Trust’s job descriptions with other similar Trusts.

SETTING STANDARDS FOR OPERATOR RESPONSE TIMES As there are no available industry standards, the group undertakes an operator Response Times exercise at regular intervals. The following average response times are the currently agreed benchmark standard:

Full IVR 10 seconds

Partial IVR 15 seconds

None 20 seconds

Telecoms BVG


TELECOMS TARIFF COMPARISON EXERCISE Comparison exercise to compare Line rental and Call charges in member Trusts. Data to be utilized in 2016-17 to influence future provision and cost reductions.

NETCALL SERVICE NETCALL SERVICE EVALUATION EXERCISE Comparison exercise to identify services and costs of Netcall systems installed in member Trusts. Data to be evaluated in 2016-17 to identify potential cost savings.

PRESENTATIONS FROM EXTERNAL SUPPLIERS Presentations provide members with exposure to new products and services; enable demonstrations and valuable Q and A sessions with suppliers to provide additional clarity and costs. Potential presenters are provided a ‘brief’ before the meeting to ensure the presentation is relevant to members’ requirements. A post presentation(s) discussion is now an agenda item to consider if the products and services merited further investigation. Members who later purchase these products are able to provide feedback to the group, providing valuable information, including service provision and value for money.

BTS HOLDINGS PLC. Richard Wilson (RW), Senior Sales Consultant. Graham Staley (GS), Senior Sales Consultant. RW and GS gave a presentation and demonstration of their call handling solution. BTS offer a complete suite of integrated call handling solutions, including Call Logging, Directory Services, Switchboard Operator and Contact Centre. The solution is modular, allowing customers to select the options they wish to include in their solution. The system offers:

Integration with both DX and IP switches via SIP.

Skill based routing with full operator features.

Full voice recording.

Integration with IVR.

Social media connectivity.

Unlimited directory.

Presence from Cisco, Outlook etc.

Wall boards and full log reports with real time management reporting.

Future proofed solution for migration to IP telephony.

Integration of switchboard into Call Centre solution.

UNIFY COMMUNICATIONS LTD. Nick Hoareau (NH), Hi Touch Account Director. NH gave a presentation of Unify’s Transition Road Map, and explained how Unify can assist in moving from any TDM environment to IP and Unified Communications (UC)

Telecoms BVG


NH confirmed that Unify will cease maintaining the DX platform from 2017 onwards, but will reserve the right to pass maintenance to selected third parties thereafter. Currently, any existing DX pre version 8 is no longer open to update, and any DX pre version 11 will not be supported as part of their solution.

Unify offer their OpenScape Voice Platform (OSV) as replacement for DX switches. OSV offers increased functionality including UC, Unified Messaging, web collaboration, mobile client and conferencing, and can interwork with the DX platform. Road Map to UC. The Unify solution incorporates 4 stages. Stage 1. Utilise the existing DX system Stage 2. Add a SIPDG (DPNSS to SIP Gateway) Stage 3. Install the OpenScape platform Stage 4. Start migration from legacy ports to user based OpenScape.

EDGE DATACOMS LTD. Andrew Hurdle (AH), CEO. AH outlined the Mobile Phone Coverage solutions offered by Edge. AH explained that modern building materials currently being used in new and refurbished buildings block 3G/4G signal penetration, resulting in non-existent or very poor mobile phone signal strength within the buildings. Edge provide solutions to this problem. Following an extensive local survey, Edge provide a report to the customer, detailing the results and findings together with one or more solutions. AH stressed that every proposal was unique, and depended on an accurate survey using specialist equipment, and specialised diagnostic software for all signal types for each mobile phone operator.

MITEL COMMUNICATION LTD. Simon Jones (SJ), Head of Healthcare. Leigh Thomas (LT), Head of Technical Consultancy. LT gave a presentation on the Mitel solution for migration from traditional TDM to IP telephony, using their MiVoice Business Platform (formerly Mitel 3300), which has a capacity of 65000 extensions in a single cluster, and maintains all of the DX feature set. The system uses DPNSS to provide comprehensive interoperability with traditional TDM and IP. MiVoice can run IP over existing CW1308 cabling, up to a maximum length of 400 metres by using a special dongle at the handset end. Power to the handsets can also be provided via the CW1308, without the need for PoE.

Mitel can offer a fully resilient system, and can deliver a solution on site, cloud based or off site, to suit customer’s needs.

Mitel also offer a Video Conferencing solution, with their video partner Vidyo. The Vidyo offering provides good quality HD video, software driven to provide a versatile mobile solution, with seamless connectivity to any other third party end device, on or off site.

Telecoms BVG


It uses an open standard approach, gives complete flexibility, is fully recordable and fully encryptable

ASCOM LTD. James Webb (JW), Sales Executive Healthcare. Tim Painter (TP), UK Product Manager. JW explained that Ascom are a global provider of healthcare solutions. They provide intelligent integrated solutions to a single communications device, and operate on open source middleware with customised solutions for individual customers. TP demonstrated the Ascom system, which can display alerts from any medical system, e.g. Patient Monitoring, Major Incident Response, Lone Worker and Staff Attack systems, onto any Ascom communication device including their latest smart device which is developed to IP64. Devices can be encoded for specific locations or departments, or open to all users. Ascom devices can be linked with any standard paging system.

NETCALL COMMUNICATION LTD

David Parram (DP), Account Director. John Sheehan (JS), Solution Architect DP gave a brief overview of the Netcall Liberty platform, and explained that the Switchboard aspect sits within the Multimedia suite of the product. Liberty has six segments:

Healthcare BPM

Patient Self Service

Multichannel Contact Centre

Appointment Management Cycle

Workforce Optimisation

Front Desk Operator Service

DP then gave an overview of the Contact Centre 59R Operator Suite. Features available include:

Supports any phone device, and seamless working regardless of location.

Multiple interactions e.g. keyboard, mouse, screen etc.

Seamless interaction with bleeps and pagers.

Seamless and unique interaction with other Liberty applications.

Promotes remote working with centralised or multi-location call handling, including home working.

Improved Patient/Caller experience.

Click to Dial from Directory via mouse, keyboard or screen.

Skills based routing from advanced call distribution.

Real time and historical reports and performance monitoring.

Choice of telephone device.

SHORETEL COMMUNICATIONS LTD

Steve Walgate (SW), Client Sales Executive Mark Baldock (MB), Inside Sales Manager. Shoretel are a Communications Solutions provider in the small to medium market, providing systems of 50 – 5000 extensions, and is a Unified Communications provider incorporating Presence, Instant Messaging, Contact Centre and Smart phone/tablet integration.

Telecoms BVG


Shoretel view telephony as a changing market and offer two types of solution, On-site premis based, and Hosted Cloud based solutions.

Shoretel can deliver all benefits of both solutions in their new product ‘Connect’.

Connect is a feature rich product, easy to integrate with existing systems, is a ‘one platform’ product, offered as a fully on-site or fully off-site solution, or a combination of both. It can offer a solution unique to each individual organisation.

Shoretel sell through channel partners and do not sell direct to the customer. They are currently partners with Vodafone, Maintel and Computer Centre.

SW confirmed they currently have no partners on any NHS Framework Contracts.

SW then gave a demonstration of the Connect product. The system has the following features:

Each user has full features and users can be set up to work from anywhere, with calls being diverted direct to the extension

Uses Shoretel handsets, but can use other Sip handsets with reduced functionality

Handsets can be individually programmed by users

Voice Mail functions can be changed by extension users

Can be programmed to give specific ring tones to specific callers

Call recording available for all calls or individual calls

Can use Presence and UC database to add participants for events

Currently developing an Operator Console for the product. Shortel are partners with Microsoft and Connect has full integration with Microsoft applications including Unified Messaging, Presence and Outlook.

HEALTHCARE COMMUNICATIONS LTD

Neil Rogers (NR) Contracts Manager Kenny Bloxham (KB) Commercial Director. Mark Broughton (MB) Senior Contracts Manager.

MB gave an overview of Healthcare Communications. Healthcare Communications have been a provider of NHS Patient Communication software since 2000. They are currently live in 80 NHS Acute Trusts, handling circa 6 million SMS messages per month. They are accredited with N3 and on NHS National Frameworks, providing a hosted service solution.

Their product ‘Envoy Messenger’ is a system offering a Patient Communication Pathway comprising:

Appointment booking

Appointment confirmation

Appointment reminder

Patient experience surveys (post appointment) The system incorporates six different modes of 2-way communication

SMS Text

Voice

Agent

Virtual agent

E-mail

Post

Telecoms BVG


The system also has a Patient Portal where patients can log in with PIN and DoB authentication, allowing them to confirm, cancel or re-book appointments. 2-way communication is an essential component of the system, and allows it to automatically try alternatives if the patients preferred option fails. The system will not leave messages on answerphones. Envoy Messenger relies on the accuracy of the Trust’s PAS system database for effective operation.

Healthcare Communications regard Information Governance and Security Management to be of paramount importance, with their business having the following accreditations:

ISO 27001

ISO 9001

ISO 14001

ICO Registered

N3 Authorised 3rd party .

OTHER KEY ITEMS DISCUSSED During the year, the following key items were discussed by members at the meetings:

BYOD Fax machine security implications

Business Continuity NHS Mail

GSM Gateways

Migration to Unified Communications

Mobile Device Management

NHS SMS Text services

Patient Entertainment Services Unanswered calls at Ward level

CQC & Information Governance Tariffs

Personal Devices

Voice Recording for Call Centres

Release of CLI for O/B calls

Music on Hold

Life after DX

Agenda for Change

PLANS FOR TELECOMS BVG 2016/17 The first meeting for the new club year is on Tuesday 14 June 2016 at the Imperial Hotel, Russell Square, London. The agenda will include presentations from Virgin Media and NHS Mail2. On the day, delegates will have the opportunity to discuss key topics, agree some of the agenda items for the next three meetings and identify potential guest speakers. The annual membership fee for 2016-17 is £500 for the first member from an organisation. For additional persons from the same organisation it will cost £140 per person.

Telecoms BVG


2015/16 TELECOMS BVG MEMBERS

Ashford & St Peters Hospital NHS Trust Frimley Health NHS Foundation Trust

Brighton & Sussex University Hospitals NHS Trust Papworth Hospital NHS Trust

Epsom & St Helier University Hospitals NHS Trust Poole Hospital NHS Foundation Trust

Mid Essex Hospitals Services NHS Trust SABP Foundation NHS Trust

Bedford Hospital NHS Trust Shrewsbury and Telford Hospital NHS Trust

Imperial College Healthcare NHS Trust Kent and Medway NHS & SCPT

University Hospitals Bristol NHS Foundation Trust United Lincolnshire Hospitals Trust

King's College Hospital NHS Foundation Trust The Hillingdon Hospital NHS Trust

Hampshire Hospitals NHS Foundation Trust Royal Brompton & Harefield NHS Trust

Whittington Hospital NHS Trust West Suffolk Hospitals NHS Trust

North Essex Partnership University NHS FT

Telecoms BVG


NPAG DEVELOPMENTS CPD Certification The NPAG is a member of the CPD Certification Service. The Telecoms Best Value Group has received CPD approval for 2015. CPD Certification is a formal recognition of the contribution that membership of the Telecoms Best Value Group makes to members' continued professional/personal development. At the end of the annual round of meetings, members will receive certificates of attendance for all meetings attended during the year to evidence the contribution made as part of lifelong learning. NPAG NetWork The NPAG NetWork provides the facility for members to ask questions of any individuals, group or groups within the overall NPAG membership. Questions can be sent to the NetWork Facilitator who disseminates them across the NPAG membership. Responses are collated and returned to the originator and others who declare an interest in the question asked. NPAG Library The NPAG Library holds presentations from NPAG best value groups and conferences, together with policy and other documents sent in by members. Access to these items is via the NPAG NetWork Facilitator. NPAG Website The NPAG website includes a private members Area for each of the NPAG BVGs. Through these sites, BVG members can access and download meeting agendas, minutes, presentations and survey forms. The areas are password protected.

MEMBERS REFERRAL SCHEME AND DISCOUNTS Members Referral Fee – Introduce a friend and get 1 meeting for free. A member referral resulting in another Trust / Organisation registering for full membership of the same group will result in the referring member qualifying for a one meeting discount* The discount applies to the full membership fee only (not applicable to the 2nd member rate).The discount will be applied once, at the start of the current meeting round. Mid round membership referral discounts will be processed at the start of the following year’s membership round. Multiple referrals will result in multiple discounts up to four referrals per meeting round. *Equivalent to £125.00.

Second Club Membership - A 20% discount will be applied when an existing NPAG member joins an additional Group. This does not apply to the £200 second member rate. Introducing our Try Before You Buy option. Simply attend the first meeting of a group’s new round, see what it’s all about and if you decide it’s not for you walk away commitment free*. *Try before you buy option is available to new members only. New members must inform NPAG in writing that they wish to ‘try before they buy’ prior to first meeting attendance. If the new member continues membership beyond the first meeting then the full group membership fee applies.

Telecoms BVG


The NPAG organises and facilitates a national network of Best Value Groups that enables members to share experience, identify good practice; innovation and information to assist individual managers develop their own service improvement action plans.

Clinical Engineering (North) BVG NHS Car Parking and Travel Planning Network

Clinical Engineering (South) BVG NHS Sustainability Leads Network

Estates Services (North) BVG NHS Transport and Logistics BVG

Estates Services (South) BVG Nursing and Temporary Staffing BVG

Facilities (North) BVG Operating Theatres BM Group

Facilities (South) BVG Project and Programme Management Group

Health, Safety and Risk Management Network Resilience Development Network

Health Visiting and School Health Services DN Sterile Services BVG

IT and Connectivity Network Waste Management BVG

National District Nurses Network

For further information on the NPAG and our future activities, please contact Marie Cherry, Gemma Aitchison or Victoria Combes by telephone on 01245 544 600, or by e-mail on: [email protected] [email protected] [email protected]

Some Group Testimonials… “NPAG is the forum of choice for NHS Telecoms professionals to discuss current issues affecting their various organisations. It’s about knowledge sharing, problem solving, solutions, benchmarking and best value. Ultimately it’s a safe environment where large and small Health Provider Trusts can meet to learn about new technologies and ways of working as well as addressing members concerns with particular suppliers- since group membership carries considerable weight. The fact that NPAG is an NHS organisation is an added bonus.” John Wintour-Pittom, Business Development & Planning Manager Imperial College Healthcare NHS Trust, member of the NHS Telecoms BVG 2015-16 “Group members have ready access to a wealth of knowledge, experience and support unavailable elsewhere within the industry. Members share their successes, and any failures, to improve services, efficiencies and reduce costs. An integral function of the group is to standardise metrics to allow comparisons of services, cost, performance and highlight best practice. The group directs investigation, analysis, and exploration of market solutions to address issues faced by the members.” Rob Edgar, Telecoms Manager West Suffolk Hospitals NHS Foundation Trust, member of the NHS Telecoms BVG 2015-16

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Telecoms BVG


Available to all members of NPAG Benchmarking and Best Value Groups, and individual subscribers, the NPAGNetWork provides the facility for members to ask questions of any individuals, group or groups within the overall NPAG membership. The response to questions raised has been excellent. The NPAGNetWork provides a managed forum for colleagues to share information - saving time and money in not re-inventing the wheel! Questions raised in the past month have included the following topics:

Pathology waste policy Facilities audit tool tools Decontamination of portable medical equipment Ward hairdressers Laundering Heat Labile items Fleet vehicle insurance Use of latex gloves Use of chute system for waste disposal

Thank you all who have responded! For full details of how to use the NPAGNetWork, please contact the NPAG team on 01245 544600 or email: [email protected]

Forthcoming NPAG Events Please visit www.npag.org.uk for all our current course, workshops, training & BVG meetings. Phone: 01245 544600 / email [email protected], [email protected] or [email protected] Please visit www.npag.org.uk for all our current course, workshops, training & BVG meetings. Phone: 01245 544600 / email [email protected], [email protected] or [email protected]

NPAG Annual Clinical Engineering Conference – 13th September, Stratford-Upon-Avon Contact Gemma for info

Putting the Patient First – Customer Care and Communication Skills in the NHS Training On-Site Workshop Contact Marie for info

New Occupational Health Workshop Programme to be launched this Summer! Contact Gemma for info










Telecoms BVG


REGISTRATION FORM

Telecoms Best Value Group 2016-17

ORGANISATION ADDRESS

Type of organisation: NHS Social Enterprise Other PHONE NO. FAX NO.

Member 1 for a £500 fee (4 meetings) Member 2 for an additional £200

NAME POSITION EMAIL SPECIAL REQUIREMENTS (Dietary/Access)

Reservations Invoicing Please send completed booking form to: If the invoice address is different from that (Photocopies acceptable) above please enter address below National Performance Advisory Group 87 Coval Lane Chelmsford Essex, CM1 1TQ Tel: 01245 544600 Fax: 01245 544610 Email: [email protected] www.npag.org.uk

BOOKING CONDITIONS: A VAT invoice will be issued. VAT Registration No. 654 9195 01. VAT applies to any NHS organisation outside England and to any non-NHS organisation.

Payment is due on receipt of invoice. DO NOT send payment in advance of receipt of invoice. When invoice is received, payment should be made to ‘East of England Ambulance Service NHS Trust.’

ALL cancellations must be in writing. Cancellations received up to 2 weeks before the date of the first meeting will receive a full refund less an administration charge of £100. After this date refunds cannot be made. A substitute is acceptable. NPAG cannot be held responsible for any travel expenses or accommodation costs in the event of a cancellation or postponement of a meeting, workshop or an event.

A 20% discount will be applied when an existing NPAG member joins an additional Group. This does not apply to the £200 second member rate.

I confirm that I have read and accept the above BOOKING CONDITIONS and would like to register as a member of the ‘Telecoms BVG 2016-17’. Please invoice me for payment.

Authorisation Signature ………………………… Your Order Number…………………………

Cert No: 9210



Telecoms BVG - NPAG · The Telecoms Best Value Group is one of 21 ‘Best Value’ Groups organised...

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