RESULT !

The easy way to deliver the message

An NHS Lothian GUM Clinic Case Study

Alan Hush – Telecomms Manager NHS Lothian & NHS Borders

Alan Hush -Telecomms ManagerNHS Lothian & NHS Borders

• 16 Years NHS Experience• Responsible for all voice services in NHS Lothian & NHS Borders areas• NHS UK-wide representative on GTM• NHS Scotland representative for NHS

PASA UK-wide Voice, Video & Data Procurement Framework Contracts

Relax….Have you heard the one about….?

Are my Test Results back?

Telecommunications Services• Managed Voice Network Service provided by

Cable & Wireless covering 42 sites throughout NHS Lothian

• Direct Dialling Inwards to all 12000 extensions• Partially Centralised Telephone Operator Service• Telephonists answer 12000 calls per day• 4000+ Internal Calls with many requests for

Internal Directory Information• Reluctance to use On-Line Telephone Book for

Internal & External Directory Enquiries

How can we improve?

• Hire more Telephonists?• Encourage greater use of On-Line

Phone Book?• Provide a printed Phone Book?• Manage internal users expectations?• Be Innovative…..?

Innovation…. in the NHS ?

• We are good at managing change• We have the expertise to introduce

new technology

• OK, what should we do?

Anything else?

• GUM Clinic Test Results• Nursing staff take calls from patients

to read results• Any ideas how we can improve?• Can Telecomms contribute to Patient

Care?• Yes we can

The Brief

• Improve telephone call handling times

• Improve quality of service

• Improve internal directory searches

• Allow for future expansion

• Automate the GUM results reporting service

• Streamline the Patient’s experience

• Allow Patient Anonymity

• Ensure Confidentiality

NHS Lothian – GU Medicine Clinic

• Serves 800,000 people• 45 Staff• Highest rates of STI’s since the 1940’s• Excellent patient care at Clinic• Poor results reporting service, limited

to week-days between 2 & 4pm• Labour intensive

GUM Results Reporting Service

• Options explored– Text Messaging– Extra Phone Lines– Secure Internet Site– Telephone call queuing system– Any other suggestions?

Internal Telephone Directory Service• Options Explored

– Increase staffing– Improve on-line phone book– Produce a printed phone book– Any other suggestions….?

Telephonetics Contact Portal• Could one “box” possibly address our

complex and varied requirements?• Can GUM Medical, Nursing and

Administration staff work with Telecomms & IM&T staff to share the technology that would provide both groups’ users an improved quality of service?

• Of course we can!

GUM Results Reporting Service• Callers dial the Contact Portal• Enter unique identification code• Enter DOB• Listen to their test results any time of

day• Option to speak to a professional• Option to make a follow up appointment• System receives up to 100 calls per day

GUM Experience & Feedback

• Patients are happy to use the service• Reduction in telephone calls results in

better use of staff time• Ensures Patient Confidentiality• Easy to use and administer• What else can it do for us….?

0844 822 1000

• Ask for Alan Hush• Ask for the Telecomms Department

– Note that the system responds “calling Telecommunications” (not Telecomms)

Give it a try sometime

Thank you for your time….any questions?• Alan Hush

Telecomms ManagerNHS Lothian & NHS Borders39 Lauriston PlaceEdinburghEH3 9HAt- 0844 822 1000e- alan.hush@nhs.net