VOICEGATE Packaged Applications with Purpose!
AGENDA 1. VoiceGate Corporate Overview 2. HealthCare Customers/Applications 3. Automated Reminder Application Overview 4. Product Functionality 5. Results/Metrics 6. Pricing/ROI Review 7. Open Discussion
VoiceGate Overview Founded in 1980 Award Winning Voice Processing Leader To date over 6,000 solutions deployed World Wide Mitel Supplier and Integrator Products Include; Nurse Call Incident Monitoring and Reporting Voice Auto Attendant/Mail Call Recording Outbound Voice, Email, Fax and SMS services (eresponse) Multiple Platform Offerings (Premise Based, Outsourced Services, Hybrid) Packaged and Customized Applications
Your in Good Company RCMP Public Safety & Emergency Preparedness Canada Town of Quinte West City of Winter Park (Florida) University of Toronto Windsor University Iowa State Fair Disney Enterprises
HealthCare Customers Windsor Regional Hospital UHN (TGH/PM/TW) William Osler Quinte Hosted Service Timmins - Bilingual Huron Perth Thunder Bay Regional Chatham Kent HSN/NEON (Bilingual) Multi - Site Hamilton Health*
Awards/Roll-Outs 2014/2015 Rouge Valley (Co-Awarded with PatientWay) Osler - Hospital Wide Rollout UHN Clinic Rollouts BlueWater Health St. Joe s (Toronto) Mental Health Saskatoon - MRI Reminder/Screening Windsor Smoking Cessation Follow-Up Windsor Staff Call-In Prototype Quinte Collection Reminders 2014/2015
Application Overview - Reminders 1. Appointment Call File Downloaded to System 2. Outbound Dialing/SMS/Email 3. When Call Answered system leaves a personalized message 4. Can Leave different messages depending on call interaction (based on Privacy Rules/Client Identification, Q&A Responses, etc)
Application Overview 1. Daily Reports on Call Activity/ Responses/Surveys 2. Retries can be configured by incidents (busy, no answer, voicemail delivery, etc) 3. Automated Email Reports Delivery
Product Functionality Web Based Campaign Interface Automated File Exchange Multiple Appointment Capability TTS Engine/Hybrid Voice (Multilingual Optional) Inbound Application Capability Hybrid Hosted Ability for Surge Mgmt Meditech (Magic or CS)/Cerner/McKesson Integration Options
Product Functionality 1. Optional Interaction with Patient: 1. Yes/No Q & A s 2. Call Transfer 3. Voice Message Recording
VoiceGate Product Structure eresponse (Emergency) Dialing/SMS/Email Call Transfer/Voice Recording Emergency Templates Database Management Real Time Dashboard Event Reporting GIS Interface Option Premise, Hosted or Hybrid Options Rostering Reminders/Survey Multiple Appointments File Transfer/Real Time Integration TTS or Hybrid Voice Privacy Rules Settings Q & A s/reporting Multiple CBA s Centralized and/or De-Centralized Environments Paper and/or Computer based Human Call List Mgmt/Filters PIN # s Staff Call-In Customization
Applications Make Lives Easier! HealthCare Solution Internet Phone Pager LAN LAN Text VoiceGate Application Portal Server Patient/Staff Scheduling Data Base
Privacy Implied Consent Establish Correct Patient Secondary Message (Incorrect Person/Voice Mail) No Voice Mail Message Permission Based Calls (Opt In) Do Not Call Lists
Results/Metrics UHN (Toronto General, Toronto Western and Princess Margaret Hospitals) Over 40% Reduction in Mammo No-Shows Re-deployment of.5 FTE Noticeable Wait Time Reductions in some modalities Windsor Regional Hospital 42% Reduction in Ultrasound No-Shows Re-deployment of.6 FTE claim that this re-deployment (combined with some other initiatives) aided in a 50% Reduction in MRI wait times
Results/Metrics William Osler Reduced 1 FTE by Attrition/Re-Deployed 1 FTE 12% No-Show Average Reduction Quinte 15% - 44% Reduction in No-Shows for 5 Modalities 92% of Patient s had a positive response to the reminder Huron Perth Part of MRI Roll-Out 20% to 30% no show reduction Hamilton Health Ultrasound Pilot Only 1 of 140 Patients Surveyed said they did not find the reminder useful
Quinte Patient Survey Q. 5 Did you find this reminder call usefeul? Number 35 32 30 25 20 14 15 10 10 7 4 3 3 3 5 1 1 0 0 1 1 0 1 1 0 Unassigned Cardio CT MRI US Mammography NM Modality Yes No No answer
HHS Patient Comments Thanks for the reminder" "Good system" "The telephone call made me feel that the hospital was really interested in me. Thank you" "Works Great!" "Very helpful" "Very efficient, Thank you!" "Very helpful, did not know about appt. until reminder call" "Thank you for this reminder!" "We think its great to get the reminder call" "Great system. Appreciated Call" "Very Good idea" "Great insurance for patient compliance" "very straight forward, easy to understand" "Was happy to get a call had been waiting for two months" "Thank you!"
Overall Costing Options Premise Based Purchase Managed - charge per port Managed - charge per appointment Hosted/ASP Charge Per appointment Includes all telephony costs/maintenance Hybrid Possible in any solution mix
ROI for Different Hospitals Make Few or No Calls ROI in Reduced No Shows (Tech Fees/Incremental Funding/Idle Time) and Wait Times Make Calls/Send Letters ROI in Re-Deployed Staff Efforts/Attrition/Cost Avoidance Improved Accuracy of Information/Electronic Audit Focus Staff Efforts on Re-Schedules/Filling Cancelations, etc Cannot Complete All Calls/Pick Their Spots ROI is a combination of above
Overall Health Care Benefits Fiscal Accountability Technology Leadership Enhance Patient Experience Savings from missed appointments/improve Medical Staff Productivity Reduce/Eliminate Tedious Manual Calling Efforts/focus on results of the automated system Makes calls when patients are more likely at home/unlimited retries Info Accuracy/Electronic Audit Easy to use Web Interface Multi Modal - Phone/Email/SMS Multiple Campaigns/ Cliniccan be added on the same platform eresponse - Code Orange Capability Staff Call-In Capability Aid in Managing Patient Wait Times Improve Customer Service Maintain Downstream Appointment Journey Reduce Health Liability Doctor/Specialist Retention
Customer Equipment Requirements Premise Based q X Analogue/Digital extensions from PABX q Network connectivity* q Firewall access q Rack space q Power q Cabling between server and termination point q * Need for Hosted/ASP as well
Customer Requirements q Script Definitions q Variable Information Needed (Name, Date, Time, Modality, etc) q Define Privacy Rules q Produce Report/File for File Transfer (CSV Preferred) q Work with VoiceGate to create File Transfer Methodology q Testing of all of the above q ** 2 to 4 Days of IT effort over entire project**
VoiceGate Differentiation Canadian Based Company Strong HealthCare Presence and Focus Voice Processing is our Core Business Best Practices/Knowledge for Patient Interaction Flexible Call Interaction based on Requirements, Privacy rules, Bilingual - Canadian French, etc. Email, SMS, Fax, Pager Premise, Hosted and Hybrid Offerings Multiple Packaged Applications Reminders (Appointments, Collections, Medication, etc.) Post Discharge Follow-Ups/Surveys Staff Call-In Emergency Preparedness Kiosk/Pre - Registration Integration
THANK YOU!
Outbound IVR Applications Health Care Appointment/Wait List/Preparation Reminders Post Discharge Follow-Ups/Satisfaction Surveys Staff Call-In /Roistering Collection Reminders Medication Reminders Emergency Fan Outs Code Orange / Green Quarantine/Exposure Alerts Surge Response
PatientWay Overview Express Check-In Kiosks Online Pre Registration Wayfinding Direct Hospital System Integration (Meditech, McKesson, Cerner) 80% of Ontario s Install Base Can Work with other Kiosk Vendors Products if required Integrated with VoiceGate Services for Reminders