Brochure_OmniTouch8600_MIC_Healthcare_EN_July2008_ENT2913080401.pdf

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Alcatel-Lucent OmniTouch 8600My Instant CommunicatorCreating More Time for Patient Carethrough Effective Communications



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Alcatel-Lucent OmniTouch 8600 My Instant Communicator for Healthcare Systems2

Revolutionizing healthcare communicationsAs healthcare staff in critical care facilities, you know better than any-

one the day-to-day pressures you’re under caring for those who are ill.

Costs are soaring while demand is steadily increasing, thanks in part to

our aging population and an increase in patients with chronic diseases.

Everyone is under pressure to do the best job possible in a resource-

constrained environment, so it is crucial for you to operate effectively.

Technology has already brought tremendous improvements to healthcare.

However, in one critical area, progress has been slow: communications.

Effective communications can have a huge impact on everyone’s quality of

life, including the patient, the patient’s relatives and all the members of the

healthcare team. Healthcare is by nature a very collaborative process. Usually

several doctors, nurses, medical technicians and others work together to meet

each patient’s unique requirements. At any given time, you must be able to

identify where each team member is, how best to reach them, and whether

they are available for a consultation.

Today, communications come in many formats, including voice mail, e-mail,

video mail, audio conferencing, web conferencing, short message service (SMS)

and instant messaging, as well as basic fax and telephony services. You need a

solution that facilitates your access to all these communications channels —

and ideally a solution that does so while eliminating the administrative

burden associated with multiple applications.

Alcatel-Lucent simplifies communications for healthcare staff with

the OmniTouch™ 8600 My Instant Communicator.

“It has become necessaryto develop medicine asa cooperative science,the clinician, the specialist,and the laboratory workersuniting for the good of the patient.”D R . W I L L I A M M A Y O , C I R C A 1 9 0 0

Figure 1. My Instant Communicator provides the healthcare team with user-centric, unified communications



3Alcatel-Lucent OmniTouch 8600 My Instant Communicator for Healthcare Systems

Bringing theteam togetherWhen a patient event occurs,

a cycle of care begins that moves

from the event through diagnosis

and treatment (the patient out-come). The ultimate objective,

of course, is to move the patient

through this cycle as quickly as

possible. Less time in the hospital

is ideal for both the patient and

the healthcare facility’s bottom line.

Nurses are the usual first point of

contact with a patient, but they are

dependent on physicians to execute

care: all treatment orders must come

from a doctor. The doctor will likelywant to consult with specialists,

the pharmacist and possibly lab

technicians in addition to the nurse

to determine the best course of

action. Consultations need to take

place quickly, but many of the key

players are constantly on the move.

This presents a communications

challenge, but one that can be

addressed with an effective commu-

nications solution.




It’s 3:00 a.m. Mr. Morin was admitted at 10:00 p.m.with chest pains and shortness of breath. Now his blood

pressure is slipping to a dangerously low level. His nurse,

Mrs. McCormick, realizes they need to act quickly to

stabilize the patient.

The way it is Nurse McCormick has to leave the patient and consult

the paper-based duty roster to see who is on call. She

pages Dr. Black, and waits to see if he responds quickly.

(She has no idea where he is, whether he is available,

or even if he has received the page.) After several min-utes with no response, she leaves the nursing station to go

back and check on the patient.

Dr. Black is with another patient when the page comesin. Given the limited information in the page (“call

nursing station”), the doctor has no way of evaluating

which situation is more urgent. After a few minutes,

he interrupts his consultation with the current patient,

Ms. Fines, and finds a phone to call the nursing station.

Unfortunately, by the time he places the call,

Nurse McCormick is back with Mr. Morin. He leaves

a message indicating he’ll get there as soon as he can,

and goes back to his consultation with Ms. Fines.

This open-ended system is bad for everyone. NurseMcCormick is left trying to manage a critical situation

without a doctor. Dr. Black has insufficient information

to do his job effectively. And both patients suffer.

Mr. Morin isn’t getting the medical attention he urgently

needs and Ms. Fines’ consultation has been significantly

interrupted.

Situation CRITICAL…the team goes into action



The way it could be

Nurse McCormick rolls the cart on wheels (COW) into

Mr. Morin’s room when she responds to his call. As soon

as she determines the patient needs additional help, she

uses My Instant Communicator on the COW’s computer

to determine who is on call, how to contact him and

whether he’s available. She doesn’t have to search around

for names or telephone numbers: she has it all on screen

instantly.

Seeing that Dr. Black is with a patient, Nurse McCormick

sends him an instant message, which he receives right

away on his PDA. Because he knows only urgent matters

would be sent to him as an instant message, he checks

the message immediately. With a few quick lines back

and forth, he is able to advise Nurse McCormick what

to do for Mr. Morin. He can then carry on with his

consultation with Ms. Fines knowing that Mr. Morin

is being taken care of.

If necessary, Dr. Black can also use My Instant

Communicator and his PDA to initiate a consultation

with any members of Mr. Morin’s care team. He can

place a conference call with Nurse McCormick and thepharmacist to confer on the best course of action for

medication, or check with the heart specialist for other

options.

Because everyone is equipped with My Instant

Communicator on whatever device they use — fixed or

mobile telephones, PDAs, or pagers — the team is always

available to work together “virtually”. The team can use

My Instant Communicator to manage all types of commu-

nications. Thanks to My Instant Communicator, vital

information is just a click a way.

With all communication running through the telecom-

munications system, the healthcare facility’s director can

assemble meaningful statistics to measure how quickly

teams are able to respond to situations. These valuable

metrics can be used to guide future investments and

initiatives aimed at improving patient care further.


“Those who use this product for even a short time will find themselveswondering how they lived without it all these years.”T E C K D R I V E B R I E F , F E B R U A R Y 2 0 0 8 , M I E R C O M ®




How My Instant CommunicatorworksWith My Instant Communicator, you manage incoming

and outgoing communications through an intuitive user

interface that is common to all devices, including

Alcatel-Lucent IP Touch™ phones, PCs and Pocket PCspowered by Windows Mobile® software.

As shown in Figure 2, incoming calls are managed through

non-intrusive desktop alert windows that let you see a

caller’s identity. We call these windows “toast” because

of the way they pop up. The toast window lets you triage

incoming communications according to the healthcare

facility’s established protocol. For example:

• Instant messaging could be used exclusively for critical

care communications

• Voice calls can be received on fixed or mobile phones,or if you’re busy,

you can immediately divert them to a healthcare

facility phone, a personal phone, e-mail or voice mail.

• E-mail, faxes and voice mail can be accessed through

your standard e-mail application.

You can also simply wait until you’re free to check

messages — they will be waiting for you when you’re

ready for them.

Figure 2. Non-intrusive snapshot of communications activity




Enable effectivecommunications everywhereFor optimal effectiveness, My Instant Communicator

can be integrated with your healthcare system’s directories.

This means that you won’t have to call anyone else to

track down a number, you’ll have it at your fingertips.

You can sort the list in whatever way works best for you,for example, by name, role, department or skill.

When a contact is selected, all the communications

options for that person are displayed (e-mail, voice mail,

voice call, video call, instant message, and so on). You can

also check the contact’s presence to determine which means

of communications can be used. Contact can be initiated

with the click of a button.

VIRTUAL TEAMS, VIRTUALLY ANYWHERE

The labs have come back for the patient in room 85, Mr. Jansen,

and it’s clear that his medications need to be adjusted. The system

advises the nurse, Nurse McCormick, that Mr. Jansen’s doctor,

Dr. Black, is attending a conference downtown. She calls Dr. Black

on his mobile. After a brief discussion, the pair switches to an audio

conference and brings in the specialist, Dr. Smith, who is on her

way into the OR to plan the best approach for dealing with the

change in the patient’s condition. Nurse McCormick opens an

online session for sharing the patient’s electronic medical record

to guide their discussion. Instantly, each member of the care giving

team has the information they need to ensure the best possible

outcome for their patient.

The doctor is IN

In the world of electronic commu-

nications, presence refers to an

individual’s availability. Think of it

as a deluxe and highly efficient

version of the ”In/Out” board.

With an online presence feature,

you don’t have to find the stationary

message board to see if the doctor

is with a patient or available to take

a call. Your communications device

(such as your Smartphone or com-

puter) will have the latest information

on all the members of your team.



8 Alcatel-Lucent OmniTouch 8600 My Instant Communicator for Healthcare Systems

Alcatel-Lucent offers a variety of options for tailoring

your communications processes and infrastructure, which

will in turn enrich the options available to you through

My Instant Communicator, including:

• Telephone and messaging services, which provide you

with a range of capabilities, including the ability to:

• Access voice applications on the web using a mobile

or PC-based telephone

¬ Convert text to speech, so you can “listen” to

your e-mail

¬ Access telephone messages on your PC

¬ Reach anyone — and have them reach you — using

one number: no more worrying about whether you

need to dial the mobile number or the office number

— one number rings through to whatever device is

currently in use

• Collaboration service options, including audio, data

and video conferencing, so you can reach all team

members quickly and share information efficiently.

Fine-tune your services with the best in unified communications

HealthcareUser Profiles

Nurse

Hospital Physician/Director

Other Physician

Medico-Technical

Administration

Technical Staff

Patient Telephonyintegration withpatient terminal

Nurse callintegration

Locationbasedservices

Executive On-siteRoamer

OfficeWorker

TeamWorker

Options




THE BEST TOOLSET FOR EACH TEAM MEMBER

To make it easier to ensure that each teammember has the best toolset for their particularneeds, My Instant Communicator allows yoursystem manager to select individual capabilitiesbased on the communication requirements of seven key user profiles.

User profiles address each role’s requirementsfor telephony services, mobility and collab-oration. For example, in Figure 3, Dr. Blackuses the devices and applications in thecommunications package assigned to doctorswhile Mrs. McCormick benefits from the

on-site roamer package. They both have theflexibility and communications capabilitiesthey need. In this case, when Dr. Black callsMrs. McCormick from his softphone, she acceptsthe call on her wireless phone.

Fixed Phone

ON

✔Pocket PC

ON

✔

Soft Phone

ON

✔

Dr. BlackPhysician

Mrs. McCormickNurse

DECT Phone

ON

✔Fixed Phone

ON

✔

Effectivecommunications

ensure patient carecontinues when thedoctor is busyelsewhere.

Figure 3. User profiles in action



10 Alcatel-Lucent OmniTouch 8600 My Instant Communicator for Healthcare Systems

Partner with the enterprise communications expertAs a global provider of enterprise communication solutions, Alcatel-Lucent has the experience

and expertise necessary to help you with your unique communications requirements. We under-

stand that in your world, the impact of effective communications goes beyond the bottom line:

it affects patients’ well-being. Medical errors, which can have very serious consequences for

everyone, are often caused by:

• Ineffective communications

• Incorrect information

My Instant Communicator, along with the other applications available in the Alcatel-LucentOmniTouch Unified Communications suite, will help each member of the healthcare team by

improving their ability to communicate and share information. For detailed information on My

Instant Communication, please refer to the product brochure “Alcatel-Lucent OmniTouch 8600

My Instant Communicator — Simplifying Enterprise Communications” available at

www.alcatel-lucent.com/myinstantcommunicator .




INDUSTRY RECOGNITION

Alcatel-Lucent My Instant Communicator received TMC® Labsproduct of the year award for 2007 (Technology Marketing

Corporation (TMC®) 2008)

My Instant Communicator, part of the Alcatel-Lucent UnifiedCommunications application suite was named a top performerby renowned testing service Miercom (February 2008). Accordingto Miercom: “In essence, My Instant Communicator is elegantlyintuitive and solidly reliable. End users can manage communicationthrough an interface common to all devices, including Alcatel-LucentIP Touch™ phones, desktop PCs and Pocket PCs powered byWindows Mobile®.”

Take advantage ofour partner relationshipsAlcatel-Lucent works with a worldwide network of

Business Partners, accredited through a demanding

Business Partner Program. Our partners will install

My Instant Communicator, fine-tune its operation,

train you, and maintain it. For more information,

please go to the Alcatel-Lucent Application Partner

web site at www.applicationpartner.alcatel-lucent.com .

The hardest part of any deployment is making sure

all the pieces work together as intended. Our highly

experienced professionals provide customized services

from audit and design, through integration and deploy-

ment, to maintenance and operations. For more infor-

mation, please go to the Alcatel-Lucent web site

at www.alcatel-lucent.com/services.



ENT2913080401 - EN - 06/2008 - Alcatel-Lucent Enterprise - 32, avenue Kléber

92707 Colombes - France - RCS Paris B 602 033 185

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Alcatel-Lucent assumes no responsibility for the accuracy of the information presented,

which is subject to change without notice. © 2008 Alcatel-Lucent. All rights reserved.

Printed in EEC on chlorine-free paper.

Alcatel-Lucent OmniTouch 8600 My Instant Communicatorfor Healthcare Systems

www.alcatel-lucent.com

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