VCU HEALTH: CREATING A TRUE ENTERPRISE SOLUTION

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• Legacy leading healthcare for more than 175 years• Only academic medical center and Level I Trauma Center in

central Virginia • 954 beds, 5 health sciences schools• U.S. News and World Report ranked the VCU Medical Center

the No. 1 hospital in Virginia for 2015–16, reflecting three programs — nephrology, orthopedics, and cardiology and heart surgery — in the top 50

ABOUT

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OUR SPOK® SOLUTIONS

CONSOLEWEB DIRECTORY

SPEECH

SPOK MOBILE® MESSENGER

PAGING

API

PURCHASED FIRST SPOK SOLUTION IN 1997

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ADJUNCT SYSTEMS AT VCU

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OUR CALL CENTERS

Telepage Scheduling Bed TrackingVisitor

Information Desks

Service Response

Center

Food and Nutrition Call

Center

Transfer Center

Inpatient Psychiatric

Intake Center

2,303,692 Total Calls Handled in FY 14–15

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A FEW STATS

• Database Records– Directory Records =

18,376– Paging Records = 10,856– Message Groups = 192

• Messaging Stats / Month–Messages Sent =

350k– Group Messages =

110k Smart Web Smart Console Other Systems VRU Email2Page Spok Mobile0

30000

60000

90000

120000

150000

180000

210000

Average Number of Messages Sent Per Month

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1997–1997: CONSOLE AND WEB GO-LIVE

Web paging now accounts for ~ 48% of

all paging traffic, reducing workload on

our operators

RESULTS

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2001: FIRST ATTEMPT AT CUSTOMIZING ON-CALL SCREEN

Larger “Remarks” box, centered on the screen

Larger Instructions Box, Agents don’t have to scroll to find information

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2001: HOSPITAL ANSWERING SERVICE USING SPOK CONSOLE

All answering service is now handled in-house, resulting in significant

cost savings

RESULTS

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2003: ESTABLISHED A CENTRALIZED OUTPATIENT SCHEDULING CENTER

• Given 6 months to go from conceptual to operational

• Find and equip a location for 75 agents scheduling for 45 clinics

• No money budgeted for a CRM• Needed “pop screen” and call control

functionality• Needed to have “help screens” linked

to a main screen• Solution had to be intuitive, easy to

use and require little training

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SPOK CONSOLE MODIFICATIONS FOR OUTPATIENT SCHEDULING CENTER

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2003: ESTABLISHED A CENTRALIZED OUTPATIENT SCHEDULING CENTER

• Given 6 months to go from conceptual to operational

• Find and equip a location for 75 agents scheduling for 45 clinics

• No money budgeted for a CRM• Needed “pop screen” and call control

functionality• Needed to have “help screens” linked

to a main screen• Solution had to be intuitive, easy to

use and require little training

Scheduling center is still using Spok Console and has over 85 agents

for scheduling 75 clinics

RESULTS

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2005: INTEGRATION OF NEW FIRE ALARM SYSTEM

• New alarm system, with addressable detectors and pull stations, first large-scale deployment of its kind

• Replace five-person alarm monitoring call center without adding any FTEs

• Agents to coordinate alarm-disable requests with an outside monitoring company

• Alarms communicated to agents via voice annunciator and SMTP messages sent to the Spok server

• Required extensive changes to the group paging configs in Spok Console

• Daily reports sent to Fire Safety Department

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SPOK CONSOLE MODIFICATIONS FOR FIRE ALARM MANAGEMENT

Message is pre-populated by the alarm server via SMTP (Email2Page)

The alarm server calls the agent via the voice annunciator, the agent verifies that the annunciator message matches the pre-populated group message and sends the page to the group.

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SPOK CONSOLE MODIFICATIONS FOR FIRE ALARM MANAGEMENT

Alarm Disable form: Drop down boxes for uniform data in the Building/Alarm Code, Disable Type, & Reason fields. Once the disable is entered, a timed reminder is entered into the system for 10 minutes before the end time so agents can call the requester & verify that it is ok to let the disable expire.

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SPOK CONSOLE MODIFICATIONS FOR FIRE ALARM MANAGEMENT

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SPOK CONSOLE MODIFICATIONS FOR FIRE ALARM MANAGEMENT

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2005: INTEGRATION OF NEW FIRE ALARM SYSTEM

• New alarm system, with addressable detectors and pull stations, first large-scale deployment of its kind

• Replace five-person alarm monitoring call center without adding any FTEs

• Agents to coordinate alarm-disable requests with an outside monitoring company

• Alarms communicated to agents via voice annunciator and SMTP messages sent to the Spok server

• Required extensive changes to the group paging configs in Spok Console

• Daily reports sent to Fire Safety Department

80% reduction in false alarms (each false

alarm costs $5,000)

RESULTS

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2008: FULL SYSTEM UPDATE AND HOSPITAL INFORMATION DESK SPOK ROLLOUT• Redundant servers with fast start

failover• “Mini” version of Spok Console

with patient information and directory only

• Previously, information desk employees had to receive 5 days training for IDX and Cerner® system before starting

• Information desk employees can be trained for Spok Console in as little as 20 minutes

System outages reduced, system

reliability enhanced, increased efficiency

RESULTS

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2008–2010: AUTOMATED REPORTING

• An outgrowth of our daily Dr. Red alarm reports

• ODBC-linked database generates and emails reports daily

• Code Blue and other emergency response teams

• Cardiac alerts• Trauma alerts• Paging statistics

Useful data, reported to the people who need it. Spok is the

“go-to” source for code information at VCU

RESULTS

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AUTOMATED REPORTS

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AUTOMATED REPORTS

Trauma Alert Type by Day of Week: MVC/MCCJuly 1, 2014 – May 1, 2015 

7/1/14 – 5/31/15

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AUTOMATED REPORTS

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2011–2012: SYSTEM UPGRADE AND PHONE SERVER CUSTOMIZATION

• New servers, all workstations replaced

• Dual monitors added to all new workstations

• SNPP reader added, WCTP capability added

• New Avaya® AES server provisioned for phone server / call control

• Translate customized config files from old database version to new system

• Updated system’s phone server showed some interesting capabilities

• Auxiliary codes displayed as list• From 35 speed-dial numbers to over

350

~10-second drop in call handle time for the

operators

RESULTS

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PHONE SERVER CUSTOMIZATION

Before: 1 Button, 1 Speed Dial Number

After: 1 Button, Multiple Speed Dial Numbers

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2013–2014: SPOK MOBILE

• Increasing amount of physicians receiving pages on phone via SMS

• HIPAA concerns• Reviewing the competition:

TigerText, Doc Halo• Getting Administration on

board• Installation and testing

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SPOK MOBILE: GETTING THE WORD OUT

Going forward: Spok Mobile approved for house staff (~ 450 additional users to be added)

CMO Pumps the Breaks

Word of Mouth

PowerPoint: Any Meeting, Anywhere, Anytime

NetPresenter (Universal Screen Saver Slideshow)

Mass Email

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2013–2014: SPOK MOBILE USER SUPPORT

Hands-on whenever possible

Sending emails in addition to “Welcome to Spok Mobile”

Being proactive: Mass-messaging in advance of an OS update

Word of mouth

Safety first: Our Spok Mobile conversion utility

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RECENT PROJECTS

The conversion utility quickly switches Spok Mobile users over to SMS in the event of an outage. Once the outage is over, users can

be converted back to Spok Mobile just as quickly.The utility also populates a ‘Spok Mobile Users’ Paging Group

Which can be used to notify users of a problem

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2015: GROUP PAGING DOCUMENTATION SCREEN

• Growth of new code teams: RRT, Pediatric RRT, Pediatric ECMO teams, etc.• Need for accurate documentation,

date and time stamped• Elimination of paper forms• Extensive use of virtual pagers,

who’s covering what?• Leveraging Spok Mobile's

capabilities for faster response times

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GROUP PAGING DOCUMENTATION SCREEN

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PLANNING FOR BIG EVENTS

In September, Richmond, Va., was host to the UCI International Bike race• VCU Health was the sole

health provider for cyclists, media, and spectators

• 1,000 cyclists from 75 countries participated

• 450,000 spectators

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PLANNING FOR THE EVENT

• Begins 18 months before the event– Qualifier for the Tour de France– Nine-day event, large international

crowds expected– Hospital and outpatient clinics must

stay fully operational– Multiple roads blocked for all nine days– Main course runs in front of hospital– Cellular capacity issues due to crowds– Disaster / worst case scenario planning

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COMMUNICATIONS FOR THE EVENT

• Spok Mobile for event staff• Event phones set up with WPS• Daily “cheat sheets” for

Command Center staff• Spok Mobile users

encouraged to stay on Wi-Fi• iPhone® users encouraged to

delay update to iOS 9• Spok sets up a support team

for the event

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THE EVENT

645,000 Spectators Over 9 Days

0 Messages Lost

0 Major Injuries

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THE EVENT

LET’S GET IN TOUCH!

Learn more:

CASE STUDIES VIDEOS

We’d love to hear from you!

spok.comgetinfo@spok.com