We record & analyze communications CASE STUDY - Medway Community Health Care, UK Medway Community Health Care CIC, UK MedOCC Implements ASC`s Communications Recording Solutions Medway Community Health Care CIC Medway Community Healthcare (MCH), a dynamic and successful provider of Healthcare in Southeast England, supports 280,000 service users in the Medway area, including Rochester, Strood, Chatham, Gillingham and Rainham. MCH provides a range of community and specialist services ,including unscheduled care via its 24/7 GP/nurse service, Medway On Call Care (MedOCC). MedOCC offers urgent care to local residents and vistors to Medway 365 days per year and aims to provide safe and high quality health throughout the community. ASC telecom AG ASC is a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal information, enabling companies and organizations to considerably improve their value creation: contact centers enhance customer service, efficiently deploy staff and increase productivity. Financial institutions fulfill documentation requirements, achieve a higher level of legal security and reduce costs. First responders and public safety organizations enhance reactivity in emergency situations. “ASC’s communications recorder exceeded all our expectations. It has simplified and saved time in searching for calls, increasing protection for our patients and staff alike. ” Karen Morgan, Head of Unscheduled Care for Medway Community Healthcare MedOCC, an urgent care service provided by Medway Community Healthcare in Southeast England, provides 24/7 GP support for 280,000 service users in the Medway area. MCH is keen to ensure that money is spent in the best possible way, creating real improvements in people’s health and healthcare within the Medway community. MedOCC handles calls from the public at two separate locations at Quayside House and Medway Maritime Hospital. MedOCC installed ASC’s MARATHON EVOLUTION recorder at Quayside House and MARATHON EVOlite at their base at Medway Maritime Hospital. The recorders were integrated with Nortel digital handsets and Adastra Software’s patient management system. ASC’s solutions help to save up to three hours per week in lost administration time, previously spent retrieving calls from their old system. MedOCC reports that ASC`s call recording helps to facilitate QR (quality requirement) audits, ensuring clinical assessments are completed effectively and improving training and coaching of non-clinical staff. The Partnership: ASC and Adastra Software Adastra Software, part of the Advanced Group, a leading system provider for urgent care, supplies a patient management system for unscheduled care in England, Scotland, Wales, Northern Ireland and the Republic of Ireland. More than 95 percent of out-ofhours general practitioner services in United Kingdom and the Republic of Ireland, and over half of all walk-in centres in England, use Adastra integration services and 24x7 technology infrastructure solutions. A primary connector to national healthcare I.T. spines and core clinical system records, Adastra offers multi-lingual support and directly accesses the patient’s records. The Challenge: Call Recording in a busy Healthcare environment to ensure Consistency and Quality of Service MedOCC desperately needed a call recording solution to improve its operational efficiency. The fundamental importance was the need to record all ‘out of hours’ clinical assessments made by GPs for mandatory QR (Quality Requirement) audits and additionally, for training and coaching of non clinical staff, in the correct procedure for call handling. Regular audits are required to ensure non-clinical taff followed best practices and were able to identify "red flags” indicating when a patient required additional clinical support. At MedOCC calls are recorded for both patient and staff protection and dispute avoidance. At particularly busy periods, the ‘out of hours’ service can take up to 500 calls per day in an average weekend. Calls can often be challenging, both in terms of call volumes and the customer interaction itself. Patients can be anxious and sometimes demanding and may complain, if not fully satisfied. Service expectations are high and given the volume of calls received, there are often queries and concerns, which require archived calls to be retrieved and assessed. Staffing levels vary according to peak periods, typically up to eight advisors receive calls on a weekday shift, six advisors at an evening shift and up to twenty four advisors during the weekend. Given the constraints of using the old call recording system, it was taking up to three hours per week in administration time, to retrieve calls for QR audits and training purposes situations. We record & analyze communications CASE STUDY - Medway Community Health Care, UK The Benefits: and MARATHON ASC provided a MARATHON EVOLUTION recorder at Quayside House and a MARATHON EVOlite recorder at Medway Maritime Hospital. The MARATHON EVOLUTION system included dual DVD drives for archiving and hosted an Interactions server for centralized replay as well as search-andretrieval of calls from both locations. The recording solutions were configured for Nortel digital handsets and integrated with Adastra Patient Management software. The integration to Adastra Patient Management software was developed by Adastra engineers. It was achieved using ASC’s search-and-replay API. This is a software toolkit which provides an open interface to the recorder. MARATHON EVOLUTION, the world’s first Linux-based recorder, preserves all transmissions and customer interactions for four to thousands of channels, with a minimum online storage of 15,000 hours. Calls may be played back over LAN/WAN connections and archived to redundant, removable media, such as DVD or AIT. MARATHON EVOlite captures and records all customer interactions from four up to 60 channels simultaneously and offers online storage of up to 175,000 recording hours. Mirrored and hotswap hard disks provide optimal data security. ASC’s recorders enabled several specific capabilities praised highly by Medway: =The system allowed searching by extension, a feature particularly useful when accessing clinicians’ calls at a variety of rooms. =The ASC Solution fully integrated to the Adastra Patient Management software, enabling recorded calls to be easily accessed and retrieved via the Adastra software =Staff can search for a call by incoming or outgoing phone number in order to access a particular patient’s call record. =Centralized storage of calls allows access to all interactions without physically travelling to a remote location. “We can now access calls directly through the patient’s record using the Adastra software or independently via webplay and browser. This capability has saved us up to three hours in lost administration time per week.” Karen Morgan Head of Unscheduled Care for Medway Community Healthcare =Different security levels provide restricted access to customer advisors and higher-level access to management and authorized personnel. =Browser access allows review of calls from any PC. Highlights: ASC Recording Solutions =Multi-site recording on one server with central control =Easy deployment, configuration and operation =Fast and efficient searching to save time for other tasks =Compatibility with organisation’s existing CRM and PBX infrastructure World Headquarters Middle East ASC telecom AG Seibelstrasse 2 - 4 63768 Hoesbach Germany Phone +49 6021 5001-0 Fax +49 6021 5001-310 E-Mail [email protected] ASC telecom AG Dubai Silicon Oasis Emirates Ring Road Wing F Office 107/2 Dubai, U.A.E. 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