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Mark Wechsler Healthcare Program Director, North America Responding to the Healthcare Market with Avaya Aura™ Enablement
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 2 Agenda Business Challenges Faced by Healthcare Communications Evolution Avaya Aura™ Meeting the Healthcare Communication Challenge Wrap-up
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 3 Business Challenges Faced By Healthcare
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 4 Business Challenges Faced By Healthcare Key Issues motivating change for Payers and Providers Improving Quality of Patient Care Increasing Patient/Member Satisfaction Expanding Healthcare Services Providing Reliable Secure Information Transport Simplifying patient access to payer/provider services Providing multi-channel communications channels for provider/patient/member/customer access Extending services to the underserved and rural community Expanding to address patient medical home & ambulatory markets Building new offerings to meet market needs Enabling reliable, secure, and regulatory compliant services Facilitating interoperability between Payer, Provider, and Patient Supporting true device and media independence Simplifying patient access to payer/provider services Enabling effective provider and payer communications Balancing between responsiveness and service costs
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 5 Healthcare Communications Evolution
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 6 Value Network-Centric Services Organization-Centric Services User-Centric Services Stand-alone mgt Site-specific services Heterogeneous mgt Site-specific services Non-heterogeneous Mgt User-specific apps Business Challenges Faced By Healthcare The Evolution of Features and Functions Enhanced information exchange – reducing cost of care User Empowerment Intelligent contact management - meeting patient needs Customer Svc Improving productivity – increasing quality of care CollaborationMobility Flexibility and convenience – reducing cost Voice & data transport – reliability at the core Tele-Network Increased efficiency – doing more with less Voice, Video, Data
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 7 Legacy Utility Switch-specific administration Site specific dial tone Separate voice and data services Limited wireless and mobility (voice or data) Avaya Aura™ Business Enabled Services Converged Facilities Standalone video services In-building mobility (voice, data) Site-dependent collaboration Reactive contact center services Simple device (e.g., nurse call) integration Call control Number portability Asynchronous messaging Integration of non-heterogeneous systems Core Trunking and tail-end hop-off Networked messaging Centralized multi-vendor services Network-available application services Enterprise-wide consistent services & function Borderless connectivity & services TDM, Analog, & IP TDM & Analog SIP- Enabled Services IVR “patient traffic” gateways Uni-directional speech access Voice mail Asynchronous Messaging Heterogeneous integration Enterprise dial plans Site specific applications Integrated voice/data Basic IP presence services Device independent information acquisition and access Enterprise mobility (voice, data, apps) Integrated skills based call routing Proactive call center applications User specific services & control Device, Application, and System (e.g., EMR) integration Telepresence Context based messaging Real time, synchronous messaging Infrastructure Applications User-Centric Organization - Centric Network - Centric Business Challenges Faced By Healthcare The Evolution of Technology
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 8 Typical Healthcare Provider Silos Nurse Triage Call Mgt ADT & Registration Scheduling EMR Clinicals PHR Labs & Results Pharmacy Patient Billing
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 9 Enablement Opportunities Improving Quality Driving efficiency and accuracy are key elements in support of demands for healthcare reform Improving information delivery and communication accuracy reduces medical errors Real time access to information and resources is critically linked to the quality of care delivery Enhancing Satisfaction Improving self-service applications for patient, provider, and payer requirements accelerates the care delivery system Real time resource identification and communication positively impacts patient and care delivery resources Improving cross-organization (e.g., Payer to Provider) communications reduces cost Extending Services Call center proactive capabilities to drive 1st call resolution key to driving down cost Enabling Telemedicine (in-home, underserved areas) required to improve revenue streams and reduce costs Enabling and leveraging remote professional, administration and support resources drives down cost and enables new services
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 10 Avaya Aura TM
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 11 Video Systems Video Systems Communication Systems Communication Systems Data Centers Data Centers Communication Systems Communication Systems Contact Centers Contact Centers Conferencing Services Conferencing Services Enterprise Applications Enterprise Applications Today’s Complex Healthcare Architecture 11
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 12 Avaya Aura™ Simplifies Communications Enabling Integration of Non-Heterogenous Systems Flexibly connect users, applications and systems enterprise-wide Enterprise Network Collaboration Apps Video Apps Business Apps Avaya Pasadena Avaya Sausalito Nortel San Diego Siemens Orange Cty Contact Center Roseville Cisco LA Contact Center San Francisco Users anywhere Avaya Sausalito Nortel San Diego Siemens Orange Cty Contact Center Roseville Cisco LA Contact Center San Francisco Data Centers SIP Trunking Avaya Aura ™ Communication Manager Pasadena Apps Integrated Avaya Aura ™ Session Manager
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 13 System Manager Session Manager Application Enablement Presence Communication Manager Avaya Aura™ Scalable voice & video foundation SIP + Presence + Web Services Open multi-vendor integration Midsize to largest enterprise Single-site, branches, multi-site Easy to install and manage holistically Evolutionary path protecting existing investments Comprehensive support and remote management services Avaya one-X ® UC All Inclusive Avaya Aura™
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 14 Meeting the Healthcare Communication Challenge
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 15 From the Patient’s View Meeting the healthcare challenge with Avaya Aura™ Enhancing patient experience – Improving the quality of care Consistent access to Provider & Payer Services Increasing access to departmental / clinical resources – Increasing patient satisfaction Speech and web self service Patient choice Real-time access to knowledge Increased first-call resolution Proactive Provider/Payer/Patient outreach – Expanding Services Care access at the point-of-patient rather than at the point-of-provider – Reliable Information Transport Multi-channel/Multi-device Closed-loop communication
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 16 Example: Patient Scheduling Inefficiency and inconsistency impacts patient satisfaction Outpatient / Ambulatory Scheduling frequently inefficient, time consuming, and frustrating for the patient Multiple, complex IVR selection trees – Confusing to non- medical staff – Error prone Coordination with PCP and Payer adds to the difficulty IVR Physician Offices Hospital & Test Facilities Provider Inability to Locate and Communicate With Right Resources, Right Information, and Right Time Scheduling Information Financial Assistance Payments & Billing Scheduling
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 17 Example: Patient Scheduling Avaya Aura™ enabled efficiency enhances patient satisfaction Communications Applications Centralized profile mapping people to communications applications Centralized applications yield common, easily accessible information Network-enabled self service applications place the patient “in control” Presence enabled access to available and capable knowledge resources Information and resources networked enabled rather than network inhibited Scheduling Billing Information Physician Access Avaya Aura TM Session Manager Claims Clinic Services ICR Simplifying patient access to resources and services enables active participation in the healthcare process, reducing cost, and improving the quality of care
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 18 Meeting the healthcare challenge with Avaya Aura™ Enhancing the provider’s business – Improving the quality of care Communication between caregivers ‘without borders’ Consistent features/functionalities improve productivity Enhanced collaboration and information access accelerate care – Increasing patient satisfaction Self-service placing the patient “in control” Proactive and preemptive patient support – Expanding Healthcare Services Borderless connectivity and services Sticky applications and numbers for mobile care givers Virtual access and presence enabling remote care delivery – Reliable Information Transport Enterprise functionality regardless of local Device & media independence enabling information access anytime and place From the Provider’s View
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 19 Example: Provider Communication Breakdown Inability to be notified of key patient data and to act on it “in time” Difficulty identifying and collaborating on critical subjects Information overload Lack of access to available, knowledgeable, and available personnel Provider Communication Failures Account for 66% of Harm To Patients Lab Tests Patient Clinicals EMR Diagnostics Clinical Applications Nursing Specialists Consults & Assists Support Services
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 20 Example: Provider Communication Breakdown Avaya Aura™ simplifies and assures information delivery Presence enables identification of available resources – Rapid identification of correct resource via key attributes relative to the need – Enterprise wide service supporting mobility and access Customized applications remove latency associated with notification of key information – Rapid, accurate response reduces medical errors Simplified dialing plans and number portability enhance ease of use, productivity, and efficiency Improving The Quality Of Care With Real Time Ability To Access The Right Resources And Information
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 21 Avaya Aura™ Presents the Opportunity For A Wide Range Of Communication-Enabled Services Patient Health – Wellness Management – Chronic Care Management Proactive Notification – Appt Reminder / Confirmation – Family Finder / Communicator – Meds & Immunization – Pre-op Instruction Notification Self - Service – In House Visitor Information – Education Scheduling – Information Hotline – Prescription Services – Concierge Healthcare Environmental Services – Security Touring – Building Alarms and Notifications – Security Messaging Professional Employee Support – Performance Notification (JCAHO) – Benefits & Enrollment – On/Off Boarding Clinical Communication Services – Real Time Resource Locator – Nurse/Physician Communicator – Cat Lab Emergency Manager – ED Resource Manager – Consult Manager Telehealth – Video Contact Center – Virtual Specialist – Patient Follow-up – Telehome medical services Clinical & Business Administration – Voice Communicator – Lab Test Reporting – Patient & Exam Room Notify – Order Management – Patient Monitoring – Case Referral & Handoff – Medical Transport
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 22 Wrap Up
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 23 Today’s Business Drivers Demand Greater Communication System Efficiencies Quality of Care – Improving information exchange between Patients, Providers, and Payers Patient Satisfaction – Enabling access to the right information, the first time, and the right time Expanding Services – Enabling resources to support and deliver services independent of their physical location Evolving to User-Centric Services Evolving to SIP- Enabled Services Reliable, Secure Communication Transport – Compliant with the maze of regulatory requirements necessary to assure privacy, accuracy, and security – Demanding the flexibility and serviceability drive highly cost effective information transport and networked services.
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 24 Avaya Aura™ Provides the Path To Enablement Extending Services Call center proactive capabilities to drive 1st call resolution key to driving down cost Enabling Telemedicine (in- home, underserved areas) required to improve revenue streams and reduce costs Enabling and leveraging remote professional, administration and support resources drives down cost and enables new services Enhancing Satisfaction Improving self-service applications for patient, provider, and payer requirements accelerates the care delivery system Real time resource identification and communication positively impacts patient and care delivery resources Improving cross-organization (e.g., Payer to Provider) communications reduces cost Improving Quality Driving efficiency and accuracy are key elements in support of demands for healthcare reform Improving information delivery and communication accuracy reduces medical errors Real time access to information and resources is critically linked to the quality of care delivery System Manager Session Manager Application Enablement Presence Communication Manager Avaya Aura™
© 2009 Avaya Inc. All rights reserved. The Heartbeat of Intelligent Communications 25 Thank You Mark Wechsler (908)
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