Amcom Software, Inc. announced today that Fairview Health Services has chosen the company to replace an aging call center platform and to expand the scope of its communication functions to clinical settings as well, according to a press release.
The solution will include “supporting mobile staff with smartphone-ready encrypted messaging, sending nurse call and patient monitoring alerts to staff's mobile devices, and bringing multiple contact centers into one,” according to the press release.
Call centers are critical to customer satisfaction. Susan J. Campbell at HealthTechZone.com writes that although self-service channels and mobile applications are attractive, “customers still want personalized and direct interaction with a company and the contact center serves to fulfill that role.”To help Fairview make it easier for employees to switch over to the new system, whether they use an iPhone, Android or BlackBerry smart phone, Amcom’s solution will provide “encrypted smartphone messaging private and secure messaging,” according to the press release.
Fairview staff will be allowed to choose the device they want to use and then have that device set up with coded smartphone messaging, a full audit trail, access to directories while on the move, and “security at every step to protect sensitive patient information,” according to the press release.
In addition, the Amcom solution will provide clinical alert and alarm integration for nurse call and patient monitoring systems to pick up nurse call requests and patient monitoring alerts, and then notify the right on-duty caregiver's mobile device for swift response.
Patient monitoring systems are becoming extremely important to good hospital care, because they allow healthcare professionals to see when a patient might be getting into trouble, and then react quickly.
Monitors help clinicians decrease the risk of “failure to rescue” and “respiratory failure” (what we know as “Code Blue),” the first and third reasons Medicare patients don’t do well, or die, after surgery, according to the Physician-Patient Alliance for Health and Safety.
According to a story by Steve Ford at nursingtimes.net, studies in the UK showed that, with patient monitoring systems, there were three times fewer errors “in patient risk assessment than with traditional pen and paper methods.”
Fairview also plans to consolidate several call centers into one to help employees manage the increasing levels of calls and bring quick action for customers with questions, using Amcom's operator consoles, according to the press release.
“Many large healthcare networks like Fairview are looking for ways to improve staff's ability to care for patients with newer, easier ways to communicate,” said Chris Heim, president of Amcom Software, in the press release. “We welcome the opportunity to help them create a truly integrated approach to their daily communications using today's mobile devices, automation, and intuitive software.”
Edited by
Jennifer Russell
