Transcript No Slide Title

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 Manager
NHS 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
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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
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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 Manager
NHS Lothian & NHS Borders
39 Lauriston Place
Edinburgh
EH3 9HA
t- 0844 822 1000
e- [email protected]