CONNECTING YOUR OPERATOR CONSOLE FOR SMARTER CLINICAL COMMUNICATIONS

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HOSPITAL CONTACT CENTER – HEART OF THE HOSPITAL

Provider Satisfaction

Security and Risk Management

Answering ServiceCustomer Service

Patient Satisfaction

Critical Codes

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COMMON HEALTHCARE CHALLENGES

On-call scheduling process that relies on numerous Excel files or is paper-based

Heavy traffic on operator group, consisting of internal “Dial 0” calls, directory look-ups, and staff page requests

Hospital directories that are outdated as soon as they are printed

The need to integrate with third-party systems

SMARTER CLINICAL COMMUNICATIONS

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SPOK HEALTHCARE CONSOLE: THE HUB OF CRITICAL COMMUNICATIONS

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ONE DIRECTORY

SPOK HEALTHCARE CONSOLE DATABASE

STAFF DIRECTORY

PATIENT INFORMATION

ONE SOURCEFOR CONTACT DIRECTORY INFORMATION

AUTOMATICALLY

UPDATED SUPPORTSSTANDARD INFORMATION PROTOCOLS

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WEB SCHEDULING AND DIRECTORY

• Offers both information input and access

• Integrates with console database

• Integrates with portal for Spok Mobile®

• Browser-based tool

FEATURES

• Staff members outside the call center have access

• On-call schedules are updated and maintained by individual departments

• Enables operator group to concentrate on other services

• Reduces paper waste/on-call printouts

BENEFITS

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IDENTIFYING ON-CALL PROVIDER – BEFORE

Patient comes into the ED and needs to be admitted for

additional diagnostic testing

Contact center agent looks at

the printed schedule

Schedule not updated and physician is not

available

Delay in care for the patient

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IDENTIFYING ON-CALL PROVIDER – AFTER

Patient comes into the ED and needs to

be admitted for additional diagnostic

testing

Physician receives the message on his preferred device and orders tests

Patient receives diagnostic testing

without delay

Staff Directory

On-Call Secure Messaging

Operator Console

=

Agent sends secure text message to correct on-call

physician

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INTEGRATE WITH THIRD PARTY SYSTEMS

On-call schedules of all physicians, regardless of their employment status, can appear within one easily referenceable system

Spok partners with 3rd party system

Staff Assignment

On-Call DevicePreferences

All within the Spok Care Connect® platform

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INTEGRATION WITH QGENDA

One-way schedule synchronized via flat file or API on regular schedule

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PREFERRED CONTACT METHODS FOR CLINICIANS

Sends message to cell phone

Operator needs to message on-call physician

Message not answered ─ doctor

prefers messages be sent to pager

Has to look up information in

directory

X

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ESCALATION: MESSAGE FROM CONSOLE

Operator Sue Johnson pages

Dr. Wise when a patient calls for her

Dr. Wise is unavailable and doesn’t receive

the message

The message escalates

automatically to RN Betsy Miller, who

dials the operator to connect with the

patient calling

Device Preference Engine allows current Spok Console users the

ability to add enhanced escalation capabilities to their current Spok

environment

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DPE INTEGRATION TO SPOK CONSOLE SUITES

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INTEGRATION WITH SPOK MOBILE

Accepted: Message has been received by Spok Mobile Queued: Message is queued for deliveryDelivered: Message received by Spok Mobile device client

Spok Mobile integration lets you use the Spok Healthcare Console to send messages to smartphones

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SPOK MOBILE

With Spok Mobile you have directory look up and can message on-call care team participants

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PATIENT ADMIT - PHYSICIAN COMMUNICATIONS: BEFORE

TRADITIONAL WORKFLOW

Admissions Updates ADT

Physician UnavailablePatient Waits in ED

ED Physician and Attending Finally Discuss Patient

ED and Attending Need to Discuss Patient -

Operator Pages Attending

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IMPROVING PATIENT FLOW IN THE ED: AFTER

CMS CORE MEASURE CMS55v3*

Time (in minutes) from ED arrival to ED departure for patients admitted to the facility from the emergency department.

*Included in Hospital Compare

Patient in ED Needs AdmitED MD Consults with Admitting Hospitalist

Hospitalist Confirms AdmitPatient Can Be Admitted

BETTER OUTCOMES

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INCIDENT COMMUNICATION

Defining incident communication:

Reaching people simultaneously with critical messages requiring them to respond with their availability and prepare for their role in an event

Actual use cases:

CODE CALLS IT OUTAGES STAFFING ISSUESALERTING NEARBY FACILITIES

OF INBOUND PATIENTSRETAIL MANAGEMENT

ISSUES

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INCIDENT COMMUNICATION

• Set up predefined message templates with instructions

• Pre-build message groups or create dynamically

• Send messages to each person’s preferred device, and escalate if initial contact unavailable

• Leverage two-way feedback to track responses

FEATURES

• Rally large groups quickly with simultaneous notifications

• Simplify and automate communication processes during time of stress

• Provide audit trails of how communications were handled

BENEFITS

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SAMPLE CODE STEMI WORKFLOW: BEFORE

Manual Paging

Manual Phone Tree

Wasted Time

Unconfirmed Responses

BEFORE = 129 MINUTES

DOOR TO BALLOON TIME:

START

RESPONSE TEAM• Cath lab staff • House supervisor• ICU shift coordinator/nurses

• Attending cardiologist• Cardiovascular coordinator• ER director• Cardiovascular director

• ER shift coordinator• X-ray/imaging technicians• Lab technicians

Patient in ST-elevated myocardial

infarction; ER MD initiates code

Patient undergoes cardiac

intervention

Over communicate to ensure proper response

Inefficient phone trees among 30

people

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SAMPLE CODE STEMI WORKFLOW: AFTER

Patient in ST-elevated myocardial infarction; ER MD initiates code

Patient undergoes cardiac

intervention

Staff automatically contacted on preferred

device

Operator initiates STEMI protocol;

kicks off notifications

Operator monitors responses and resolves

any exceptions

Consolidated Infrastructure:• Logic for on-call calendar• Auto escalations based on responses

or non responses from staff• Eliminates manual calling trees and

messy escalations

BEFORE = 129 MINUTES

DOOR TO BALLOON TIME:

START

AFTER = 68 MINUTES

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MANY TESTS, MANY RESULTS

400

Radiology exams in the U.S. each year

Lab tests in the U.S. each year

6.8Million Billion

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RESULTS ONLY MATTER IF THEY’RE RECEIVED

Of test results specifically cited as a factor in a malpractice case:

“Of malpractices cases ... 75% are communication related.”

MOST COMMON PROBLEM

Patient didn’t receive test results

SECOND-MOST COMMON PROBLEM

Clinician didn’t receive test results

Journal of the American College of Radiology, Volume 8, Issue 11 , Pages 776-779, November 2011www.healthimaging.com April 7, 2009. Critical test-result management systems help reduce malpractice suits.

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DELIVERING CRITICAL TEST RESULTS

Physician Recommends X-ray

Phone TagPatient Waits for Treatment

Results Come Back Critical

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SPEEDING CRITICAL TEST RESULTS

Physician Recommends X-ray

Results Direct to DeviceTreatment Begins

Results Come Back Critical

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RECAP

• Web directory and on-call scheduling

• Managing device preferences and escalations

• Secure mobile communications with Spok Mobile

• Incident and emergency communication

• Speeding critical test results management

SMARTER CLINICAL COMMUNICATIONS BETTER OUTCOMES

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Enjoy the latest enhancements to your operator console

Leverage the latest versions of additional Spok and third-party solutions with updated integrations

Stay certified on the latest PBX versions

Consider regular hardware upgrades to increase reliability

STAYING UP-TO-DATE

LET’S GET IN TOUCH!

Learn more:

CASE STUDIES VIDEOS

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