Avaya Healthcare Solution - Bravonet Kft. · Avaya Healthcare Solution. A Brief History of Avaya...

Avaya Healthcare Solution

A Brief History of Avaya Evolution

2004 Tenovis aquisition

2009 Nortel aquisition

Sipera, Aurix, Conftel, Radvision ...

2015 Avaya Inc. All rights reserved. 3

Delivering on the Vision:

Skypeconnection

Presence Services

SBC

Proactive Outreach Manager

Conferencing

Messaging

Call Center Elite

CM and CS1K

Avaya Aura Contact Center

Session

manager

Devconnect

Hard clients Avaya

Communicator

IP Office

3

Breeze platform

Digital Media Channels


The REAL ChallengeThe Iron Triangle

A recent commentary in the Journal of the American Medical Association, "The Iron Triangle of Health Care: Access, Cost, and Quality" reflected that any health care system can only optimize two of the three elements -quality, access, cost.

The Iron Triangle concept originated with William Kissick MD, a professor of medicine from University of Pennsylvania

Access Quality

Cost

Current State

The approach is to facilitate the use of technology to have a better

opportunity for addressing all three.


The Avaya

Pillars of Focus

Mobile Care Team Coordination

Remote Patient Consultation

Networking & Security

Patient & Provider Experience


Voice and Unified

Communications

Wireless

and Mobility

Omni channel

Inbound/Outbound

Contact Center

Telemedicine and

Videoconferencing

Networking

and Security

Avaya Engagement

Development Platform

Avaya Technology


Patient & Provider Experience


Patient ExperienceThe Healthcare Contact Center

Avaya Social Media

solution

Avaya Aura

Experience Portal

Elite Multichannel

or Avaya Aura

Contact Center

Avaya Proactive Outreach Manager

Customer/Patient Service Agents differentiate a healthcare organization by offering extras via the Web, email, IM, and video.

Real Time

Quality Security

Omni-channel

Voice

Email

Chat

Video

Web

SocialMedia

Multimedia

PhysicianClinicalAdministration

PatientSubscriber/Member

Should I seek

treatment for

I want an

appointment for

What do other

people say about

your hospital?

Just moved! Any suggestions for a local pediatrician?


Healthcare PersonnelPatients & Public

Proactive Outreach and Self Service

Reduced Administration on Appointment Reminders (reduce 25%+ time on administrators).

Increased Revenue and Collections.

Home care, proactive wellness, Reduced Re-admittance, Reduce Repetitive.

Reduced drug and drug harm expense (50% of patients take medicines incorrectly or not at all)

Patient Outcomes (Harm is done due to lack of communications) and

Employee Health and Well-Being (reduction in absenteeism, churn, training)

Self-Service

Absence Reporting

Clean Room Request

Room Clean Complete

Outreach

Physician Notification

Shift Staffing

Care Consult

Emergency Staffing

Event Notification

Self-Service

Self-Service/Auto Attendant

Appointment Reschedule

Prescription Renewal

Outreach Appointment

Reminder

Patient Notification

Patient Care Monitoring /Follow-Up

Chronic Disease Management

Proactive Wellness

Payment Recovery

Lab Results

PrescriptionRenewal

Satisfaction Survey

Fund Raising

Unified ExperienceOrchestration

Patients Staff

Agent

AssistExpert

Assist

Self-Service

SpeechE Mail

TextVideo

Social

Aura

ExperiencePortal


Scheduling Use Case

Step 2: Identify CustomerConfirm New Appointment or

Changes to Existing

Step 3: Agent and Customer

ExperienceScreen Pop Customer Scheduling

application.

Interact with expert (ex. 20 or 40

min appointment needed)

Confirmed Appointment

Patient

Step 1: Inquiry InitiationA customer wants to schedule an

appointment

Identify patient to practice.

Voice Email

Web

SocialMedia

Chat Mobile

Step 4: Supervisor Experience

and Reporting

Expert Supervisor

Step 5: Appointment

ReminderSee Details Next Chart

Hello, this is your doctors

office with a reminder about

your appointment on Monday at

10 a.m. Please press 1 to

confirm or 2 to reschedule.

Reminder from

Dr. Scotts office

about your

appointment on

08-13 at 10 a.m.

Email

Mobile

SMS

Voice

Patient Scheduling System

Scheduling Administration


Customer Service Agents reach out to patients to send timely reminders

about appointments, follow-up care, or test results.

Example: Appointment ReminderPatient & Public Outreach

Confirmed Appointment

ExperiencePortal

ProactiveOutreachManager

ReminderApplication

Patient Appointment

Reminder

POM

EP

Custom

StorageRepository

Hospital Systems

Hello, this is your

doctors office with a

reminder about your

appointment on Monday

at 10 a.m. Please press

1 to confirm or 2 to

reschedule.

Reminder from Dr.

Scotts office about

your appointment on

08-13 at 10 a.m.

Email

Mobile

SMS

VoicePatient Scheduling

System

Scheduling Administration

Patient


Nurse Triage Use Case Possibilities

Step 1: A patient follow-up

campaign list is created

(rules are in place)

Email

Mobile

SMS

Voice

Step 2: Identify and Verify Customer

(security check,)

Hello, this is ..calling for. If you

are (patient name), or an

authorized representative, please

press 1, If not, please press 2

For privacy and security, please

enter the patients birthday

Thank you. To confirm that this is

MIHS calling well share with you

a piece of confidential information.

Your last discharge date was Jan

12th, 12pm.

Let us begin your follow-up.

When undergoing

chemotherapy treatments, it

is important to watch for

fever. If you don't have a

fever, press 1. If you have a

fever between 37.5 Celsius

and 39 Celsius, press 2. If

you have a fever of 39

Celsius or above, press 3.

We would like you to verify your symptoms with our nurse. Please hold.

Triage Nurse CC Agent

Step 3: Patient Confirms symptoms.

Note over the web for inbound a

screen push could be used.

Triage Rules

Patient


Care Team Coordination


Thought Leaders in Healthcare

Source: EndoNurse, VHA Helps Nurses Increase Time With Patients, November 2009.

Patient care & satisfaction can be improved by increasing nursing time on direct patient care

Use wireless phone technology to allow nurses

to spend more time with patients

Improve communicationsto enhance

care coordination

Reduce significant walking time for hunting and gathering equipment,

supplies, and medications


And What Devices Do They Use?

BadgesPersonal

Devices

Legacy

HandsetsPagers Overhead

Directory Search

Patient Information and Status

Caregiver To Do and Assignment

Notifications and External Alerts

Voice Communications

Multimedia Messaging

Would a single device integrated to the rest of the healthcare processes be the right thing?


Mobile Communication for Physicians and Management

Physician to Physician / Physician to Patient Consult

Care Team Coordination

Mobile Care Coordination:Closed Loop Text Messaging

BYOD with One Number for Personal and One Number for Healthcare Enterprise

Redirect your Healthcare Enterprise Calls to ANY

DEVICE, but only ever give out your Healthcare Enterprise number


Single number reach;

connect smartphone

via facility Wi-Fi

Physician-to-physician

consultation or care

team coordination using

video conferencing

to extend this ability

beyond a single location

Avaya Scopia & Avaya Aura Conferencing

Avaya one-X Mobile &

Avaya Communicator

Clinician or Care Team Coordination

Healthcare staff is always reachable while mobileand able

to provide excellent patient care

Send text to staffs

extension for mobile

care coordination

Avaya Mobile Activity

Assistant


MobileActivityServer

Mobile Activity Assistant OverviewStructured, prioritized messages with positive acknowledgment, structured responses, and response sequences

Workflow

Action Request

(Un)Structured

Instant Message

People can make requests quickly

Action requests go to the appropriate person and show up in their queue of messages

Messages sent to individuals or groups

Devices/Systems: Alerts/Alarms/Notifications

Need Help

Buttons

Job

Dispatch

CRM

Systems

Contact

Center

Patient

Monitors

HVAC

Systems

Business ProcessSystems

Sensors Security

Systems

Electronic

Records

Lab

Results

RFID

Tracking

Nurse

Call

Messages can also originate from external systems (alarms/alerts)

Responses sent to individuals or systems


Alarms / Alerts

& Workflow

Requests

Mobile Activity Assistant

Lab or radiology results available

Patient move requests

Stat calls

Bed management

Consults requests

Need volunteer for moving a patient

Food orders and changes

Medication order and delivery

Witness needed for medication

delivery

Maintenance needed

Security incident

Building alarms

Messages can be sent from external systems or person-to-person,

acted on quickly with minimal typing, and updated so others know

that they are being acted on


Send Messages New text message:Patient in 221a in pain, says level 8

Need to tell the nurse that her

patient is in pain

OK, willvisit patient

Call NowCustom phrases =

less typing


New notification:

Blood test results available

Receive Alerts

EMR / HIS Lab technician

enters results in EMR which is configured

to automatically sendout messages

Blood test results available

Patient room 221a

Received


Group Notifications

Time to HuddleConference room

5 at noon

Received

Need to gather the

whole team

New group notification:

Time to huddle

Pre-configured request means just 2 button presses

to send


What do we mean by Modernization?

Reductions in TCO by lowering CAPEX

requirements

TCO

Infrastructure

Latest deployment options for hardware,

software, services

Features

UC & Collaboration functionality addressing

mobility and video


Video Collaboration Improves Teamwork and Patient Care

Patient care: timely, high-quality,

specialized, multiple locations

Security: sensitive medical data

Continuing education: staff,

caregivers, doctors

Healthcare Challenges:

Healthcare organizations are challenged to do more

with less while providing best-in-class patient care

Solution:

Video collaboration

(Avaya Scopia)

Benefits:

Patients: remote access to providers, less travel,

reduced re-admissions, homecare support

Providers: Compliance, ease of use, BYOD, remote

access to specialists, access to rural communities, ability

to serve more patients, accelerated decision-making,

reduced costs/travel, grand rounds, distance

learning/CME, healthcare administration


Keys to Collaboration Modernization

Desktop

Integration

Virtualization

& Optimization

Mobile Care Team

Coordination

Video

Collaboration

& Telehealth


Remote Patient Consultation


Video Enhances Home-based Patient Care

Patient ease of use

Home Based care increasing

Chronic Disease Management

driving more frequent

interactions

Need to manage patient requests

with a pool of resources

Challenges:

Solution:

Avaya One

Touch Video

and Mobile

Video Snap-in

Benefits: Patient ease of use with no proprietary software

and connect face-to-face with one click

Browser based application

Rich interaction capabilities: text chat, share

desktop content, still images, videos and other

applications

Manage patients with pool of nurses enabled

with video

LINK HAS EMBEDDED AVAYA

ONE TOUCH VIDEO URL

Email

Avaya One Touch VideoCLINICIAN

PATIENT

TEXT CHAT

Patient

Database

Community

Database

Web Page

Kiosk

Click to Talk

Click to Video

CUSTOMER CLICKS ON

LIVE VIDEO CHAT LINK

AACC


Scopia XT5000/4200 Med Cart Integrations

Scopia DesktopTransportable Exam Station

Scopia XT Executive Desktop Video Conferencing

Mobile HealthcareAnywhere, Any Device Scopia Room

Systems

Video Collaboration for Healthcare


Telemedicine: Improved Patient Care, Anywhere

Deliver quality patient care

regardless of location

Remote access to specialists

during complex procedures

Provider shortage: PCPs,

specialists

Increasing costs

Challenges:

Solution:

Telemedicine

(Avaya Scopia

video integrated

with

medical carts)

Benefits:

Deliver quality patient care regardless of location

Remote access to specialists during complex procedures

Address provider shortage: PCPs, specialists

Combat increasing costs


Wide Range of Scalable Mobile Telemedicine CartsCompletely customizable

Ships fully assembled

Antimicrobial work surface

Tabletop with height adjustment

5-star heavy duty wheelbase

Durable medical-grade battery

for use in presence of oxygen flow

Brackets to securely hold medical peripherals

Retractable cable reels

Choice of configuration of HD monitors,

echo-free microphones and speakers,

remote camera control

Throat Exam Ear Exam


Remote Consultation

Real-Time Remote Consultations Speed-up and improve the diagnostic process whilst streamlining

treatment plan creation

Patient-Physician Consultations Enables doctors/specialist to clearly view patient pathologies ,

observe patient movements, examine test or lab results in real-time.

Physician-Physician Consultations Experts from all over the world can communicate with and learn

from each other, without the high costs and scheduling problems of traveling

Lectures, meetings and conferences are held without the need for physical proximity

Patient-Administration Consultations Streamline patient interaction

Maximize administrative staff productivity, whilst raising patient satisfaction by reducing/eliminating redundant communication


Live Operating Room Viewing

Real-Time Remote Surgical Collaboration

Empowers surgical staff by enabling high definition, crystal-clear on-going surgical procedure broadcast

In-room, multi-point interaction with surgical specialists during surgery

Remotely viewing live operating room video, real-time endoscopic video feeds, patient vital signs and ultrasound and/or x-ray images

After Training remote mentoring


Hearing Impaired Relay Service

Purple Communications, Inc.

Dedicated to developing fast, easy and convenient communications solutions and services for Deaf and hard-of-hearing individuals and businesses

Provides video relay and text relay services

on-site interpretation services

Video remote interpretation services

Bank Leumi, Israel

Call centre for the Deaf and

hard-of hearing


Why Video in Education?

Increase Productivity

Control Costs Especially Travel

Improve trainer & student Intimacy

Create Cohesive Team Environment

Expand virtual or blended learning opportunities by enabling students

and faculty to join or stream video conferences from their personal

mobile devices or desktop computers by downloading a free app

Enhance distant education and speed inter-faculty collaboration by

creating a multi-point video conference on the fly

Help students solidify their understanding of content presented during a

live video session by reviewing previously presented content without

interrupting the instructor


The Avaya Virtual Meeting RoomOn the Network or in the Cloud

Optimized for Internet

High Quality Experience

Invite Anyone & Easily Join

Meeting Moderation & Control

Security

Room System Interoperability

Data Across All Devices

Rich Video Experience

Bring Your Own Device (BYOD)

Intuitive Control from Any Room System


The Avaya Virtual Meeting Room

AvayaLive Video Cloud offering powered by

Scopia Elite 6000 MCUs

Avaya hosted

HD VMRs available by the

month or an annual contract

25 participant VMRs

Unlimited use per VMR

Scopia Desktop & Scopia

Mobile software clients

Available US & Canada

What Is It?A simple, HD virtual meeting room (VMR) on your network or in the cloud that brings

the experience of face-to-face meetings to anyone, anywhere, on any device

XT Server for IP Office AKA Video Collaboration

Solution for IP Office

IP Office integrated platform

leveraged in Desktop, Mobile,

Conference Room

Creates single HD VMR on the

customers network

Up to 9 participant VMR



Full featured XT Room System

deployment option

Available worldwide

Scopia Elite 6000 MCU High power, density and scale

HD video collaboration MCU

Creates multiple HD VMRs on

the customers network

Large size VMRs up to entire

MCU deployment port capacity



Software package manages

deployment including Avaya &

3rd party room systems

Available worldwide


Invite anyone on the device they already own

Easily join by:

Clicking a link from an email

Following a link in device calendar

Entering a virtual meeting room ID

No license key required

Native calendar integration

Scopia XT Systems

Scopia Desktop

Scopia Mobile1) Tap on the calendar event

2) Checks if app is installed

3) Launches app and connects

Invite Anyone & Easily Join

2016 Avaya Inc. All rights reserved.


Bring Your Own Device (BYOD)

Use what you already own

PC, Mac, iOS, Android

HD Voice, Video and Data

Access from Anywhere

Wi-Fi & mobile wireless

Without VPN and through firewalls

Internet optimized


High Quality ExperienceFull HD 1080p Video, Wideband Audio


Rich Video ExperienceView up to 28 Other Participants Simultaneously

Up to HD 1080p

24 different video layout options

Each participant can have own personal video layout

Drag & drop control


Optimized for InternetH.264 High Profile, SVC, and Avaya NetSense

NetSense bandwidth estimation and

dynamic adaptation minimizes impact of

network congestion

Advanced Packet Loss Handling fills in

holes and gaps in audio

0

500

1000

1500

0

100

200

300

Bandw

idth

(K

bps)

Frame index

Delay Bandwidth

H.264 Scalable Video Coding (SVC) for

high network error tolerance

H.264 High Profile for 30 50% bandwidth

savings compared to other compression

techniques


VoIPVoIP

VoIPVoIP

VoIPVoIP

SIP PBXSIP PBX

Room SystemRoom System

TelepresenceTelepresence

SCOPIA MobileSCOPIA Mobile

3G3G

ONE-XONE-X XT SeriesXT Series

Radvision Connects the World of Video

Flare


Virtual Room Scalability, Resiliency, Call QualityEasily Join Meetings with Distributed Architecture

Enters VR 51000

Enters VR 51000

Enters VR 51000


Data Across All Devices

Room System, Desktop,

Mobile

Unique Slider capability

Go back a few slides

without interrupting


Meeting Moderation & Control

Invite additional rooms or people

Participant list

Mute participants

Stop cameras

Disconnect participants

Lock meeting

Terminate meeting

Lecture mode for learning

Request to speak / raise hand (desktop clients)


SecurityOne of the Greatest Challenges with the Mobile Workforce

Prevent unwanted guests

AES-128 encryption

H.235 security and encryption for room systems

Meeting room lock and access PINs

Embedded NAT and firewall traversal

Supports corporate security measures


Single all-inclusive solution

Virtual room management

Patented MCU virtualization

3rd party endpoint support

Extensive enterprise back room integration

Reports & analytics

Easy, Comprehensive Management


Scopia Management3rd Party Room System Management

Endpoint Management

Avaya / Radvision

Cisco

Lifesize

Polycom

Tandberg

Capabilities

Remote settings & configuration

Alert management

Firmware upgrades

Global directory management


Mary Meeker, Morgan Stanley, Mar 2012

Improved sharing quality

Share specific applications

Share portion of screen

Virtual whiteboard with

multiple annotations

Remote desktop control

PC & Mac

Choose which screen to

share with multiple

monitors

H.239/BFCP content to

web collab. gateway

Advanced Web CollaborationIntegrated AAC Web Collaboration in Scopia


The opportunity for personal

workspace is now. Customers

demand a rich, collaborative user

experience that is interoperable and

easy to use. In addition, we believe

this transaction will leverage a

highly-skilled, incredibly talented

and experienced workforce ready to

deliver video to enterprise

customers



Record

From any Scopia client or room system

MP4 download for offline viewing

1080p @ 30fps

Gallery layout support

Universal Player

Zero download

Video & presentation

iOS, Android, PC, Mac

Compatible with Flash for older OS or browsers, Silverlight, HTML5

Robust Streaming

100,000 live viewers

Event scheduling

Streaming & Recording Made EasyEasily Find & Access Content - YouTube Like Portal


Intuitive and Easy to UseContext Sensitive iPad Control, Simple UI & Remote


Simplifying Video Conferencing with Proximity Detection

Avaya Mobile Link Avaya Screen Link

Want to TransferConf?

Seamless

Transfer


53

Avaya Soft Clients

Video-Enabled Endpoint Portfolio

E159/169 Media Stations

H175 Video Collaboration Station

Scopia XT4300

Scopia XT5000 / Video

Collaboration for IP Office

Scopia XT Executive 240

Scopia XT7100

Scopia XT Telepresence

New

New

New











customers



7 1280x800 capacitivetouch screen

1080p30fps HD video detachable camera with built-in encoder

Cordless handset

Quad-core Processor

WiFi and Bluetooth

GigE withsecond PC port

Hands-free speakerphone with wideband voice

Avaya H175 Video Collaboration StationMuch More than a Video Phone


Overlay video on top of PC Desktop on a shared monitor

H175 Video Collaboration StationConnect to External Display

Call set-up

Conference Call, 2 held calls


The Most Affordable Premium Desktop

Integrated Scopia XT Platform with 24 LED PC 1920x1080 Display

Available 1080/60fps for Video & Content

H.264 High Profile & SVC

Embedded Multi-Party Conferencing, MCU4/SMB4

Support for external HDMI camera

Scopia XT Executive 240











customers



Dual camera interfaces

Wireless presentation

USB recording

iPad control

Optional 4/9 port embedded MCU

Hardware ready for future firmware upgrades

H.265 HEVC, SVC

1080p60 resolution

10x optical zoom

Dual display support

Scopia XT7100New Flagship Room System




720p30 @768Kbps

1080p60 @2.5Mbps

H.264 Baseline Profile H.264 High Profile

720p30 @512Kbps

1080p60 @1.9Mbps

H.265

HEVCHigh Efficiency

Video Coding

720p30 @256Kbps

1080p60 @1.1Mbps

H.265

Scopia XT7100Save up to 50% Bandwidth via H.265 HEVC

2015 Avaya Inc. All rights reserved.


Video Expert


Kiosk Internet-connected PC

Personal voice and video collaboration


Avaya Scopia video conferencing solution

Backbone

Scopia Mobile Clients

Scopia Desktop Clients

UC Clients

Scopia XT Endpoints

3rd party Endpoints

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy.


Questions?

Date post:	20-Apr-2018
Category:	Documents
Author:	duonghanh
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Avaya Healthcare Solution - Bravonet Kft. · Avaya Healthcare Solution. A Brief History of Avaya...

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