Avaya Healthcare SolutionsNew healthcare regulations such as The Patient Protection and Affordable Care Act in the U.S., Health and Social Care Bill 2011 UK, and Excellent Care for All Act in Ontario Canada are linking medical reimbursements and funding for hospitals to the patient experience in terms of quality of patient care and better patient outcomes. Additionally, in the U.S. at least 35 states allow some reimbursement for telehealth services with 12 states having enacted legislation mandating private sector insurance companies to cover telehealth services.

These regulations along with standardized

digital patient records and automated,

software-driven processes are creating

unprecedented opportunities for efficient

communication, collaboration, improved

patient care, and a reduction in the cost of

care.

Focused on the entire lifecycle of patient

care, Avaya Healthcare Solutions improve

patient outcomes, reduce healthcare

costs, and increase patient satisfaction by

removing barriers that hold up hospital

clinical processes. The solutions help over

5,500 healthcare organizations combine

communications, collaboration, mobility,

and workflow automation to simplify and

automate patient care processes from

prevention to treatment to post discharge

follow up and home care. This results in an

improved patient experience and reduced

costs.

In addition to solutions to enhance

patient care, Avaya offers innovative

administration, operations, and marketing

solutions designed to make healthcare

organizations more responsive and

efficient and to help them achieve or

maintain regulatory compliance and

become more profitable.

PreventionHealthcare providers are spending an ever

increasing portion of their budget on

chronic disease care. Avaya disease

prevention and wellness management

avaya.com | 1

Recipient of the Frost & Sullivan 2011

Global Customer Value Enhancement Award

for Improving Patient Care

2011

GLOBAL UNIFIED COMMUNICATIONS TECHNOLOGIES CUSTOMER VALUE ENHANCEMENT AWARD

2 | avaya.com

solutions automate routine processes

such as outreach, education, and

collection of vital statistics which, can

improve patient experience and

provide better disease management.

Solutions include:

•AutomatedPatientOutreachand

ChronicDiseaseManagement

solutions, in addition to reminding

patients to book appointments,

also collect health readings,

measurements, and questionnaire

responses.

•WellnessEducation with Avaya

web.alive™, provides an online

multimedia collaboration

environment in which clients and

patients can interact with peers and

engage with clinical staff to learn,

among other things, how to manage

wellness.

Pre-admissionHealthcare providers experience up

to 24% missed appointments. To

improve clinical productivity and

extend patient interaction beyond the

hospital, Avaya automated pre-

admission solutions include:

•PatientAppointmentReminder

maximizes the number of patients

who show up and are prepared

(fasting, etc.) for scheduled

appointments, reduces the need

for dedicated contact staff, and

increase facility utilization by

proactively identifying

cancellations.

•HospitalEnvironmentOrientation

uses Avaya web.alive™ to provide an

online, immersive multimedia

environment that helps clients

adjust to the hospital environment

by doing a virtual admission walk

through. At each stage - reception,

admitting & registration, nursing

station, etc., patients can talk to

staff they encounter.

Treatment / CareHealthcare professionals are very

mobile and need to collaborate across

care teams to provide the best care.

Designed to give healthcare

professionals access to the most

current patient information as well as

improve responsiveness to patients,

Avaya solutions can improve the

quality of patient care, patient

satisfaction, and staff productivity.

•MobileCareCoordination is

comprised of three applications that

enable greater staff mobility and

accessibility to enhance care

delivery and management. Mobile

ActivityAssistantwithone-X®

MobileSIP is an advanced mobile

messaging client designed to help

hospital staff coordinate care while

mobile. In a single view on a mobile

device or tablet, this solution

manages tasks, alarms, alerts, and

messages initiated by a system,

device, or person. Using dynamic

contextual message prioritization,

it presents the highest priority

messages first, minimizing

information overload and alert

exhaustion. In addition, presence

status is displayed directly within

the client so staff can respond via

text and, using Avayaone-X®

MobileSIP, can also launch and

initiate a voice call with a single

touch.

Healthcare providers need the

ability to secure and control the vast

number of mobile devices in the

workplace. With the newly formed

partnership between Avaya

and MobileIron®, healthcare

organization can control and deliver

applications to mobile devices

(phones or tablets) through the

MobileIron® App Storefront and

easily remove applications and data

if a device is lost, stolen or removed

from service. And, to help prevent

HIPAA violations and increase

productivity, the application also

establishes security profiles that

enforce password compliance and

disable screen capture, camera,

games, and app store access.

Another application, TheAvaya

Flare®Experience, offers fast easy

access to integrated real-time

communications and collaboration

tools including:

avaya.com | 3

– drag-and-drop voice and video

conferencing

– multiple enterprise and personal

directory access

– presence, instant messaging,

email, contextual history, and

social media

– real-time viewing and editing of

shared images/documents from

any location, whether at the

hospital or a patient’s home

Avaya’s advancements in video

communications for healthcare

focus on telehealth solutions that

can give home care nurses and rural

hospital workers fast access to

specialists and physicians, located

anywhere, via video. Additionally,

Avaya telemedicine solutions enable

video collaboration between remote

Telemedicine Carts and clinicians/

specialist using Avaya Video

solutions.

•CommunicationsEnabled

PhysicianPortal gives clinicians,

physicians, triage and emergency

department staff access to next-

generation communications

capabilities from within a patient

record. Whether they themselves

are available, offline, on the phone,

etc., staff can use presence

awareness to locate and

communicate with a primary

care provider, specialists, onsite

clinicians, emergency responders,

and the like.

•PatientCareCoordinator improves

patient flow during admission and

care. Managing bottlenecks, missed

handoffs and other impediments to

communication, its capabilities

range from more complicated tasks

such as finding and contacting a

consulting physician to simpler tasks

like notifying administration staff

that paperwork must be completed.

To speed patient care, automates

execution of consult requests,

expedites consultations with

specialists, and performs other

tasks.

Discharge / TransitionHospitals need to accelerate bed

turns in order to improve profitability.

Avaya discharge and transition

applications improve staff

productivity and reduce discharge

time.

•PatientDischargeCoordinator

automates the discharge process

when initiated by a patient’s care

team. Based on the estimated time

of discharge, all staff involved in the

process are identified and notified

automatically, including internal

services staff such as food,

transport, pharmacy, etc.

Post-Discharge Follow-up and Home CareHealthcare providers can reduce

costs and provide a better patient

experience by managing patient care

at home. Avaya solutions enable

healthcare providers to discharge

patients sooner and patients to

manage their post- treatment

recovery at home, these solutions also

allow patients and nurses to connect

back into an acute care facility and

coordinate care through voice and

video.

•PatientFollow-upPostDischarge

enables healthcare providers to

track patients after encounters

and procedures with the goal of

improving self-care and minimizing

preventable readmissions. Designed

to collect health readings/

measurements, questionnaire

responses, etc., this solution reduces

the need for dedicated staff to call

patients to follow up and can

increase overall utilization of

facilities.

•RxPrescriptionRefill enables a

pharmacist to notify a patient that it

is time to request a refill, and/or

enables a patient to request a refill

via phone or Web.

•Recovery&On-goingPatient

Support through Avaya web.alive™,

provides an online multimedia

environment in which clients and

patients can interact with peers and

engage with clinical staff to learn,

among other things, how to manage

their condition and/or recovery. In

this virtual meeting environment,

patients who have survived a

disease or undergone complex

surgery, such as heart by-pass, can

support one another by sharing

experiences.

•MobileCareCoordinationextends

collaborationbeyondhospital

wallswithAvayaFlare®

Experience. Enhancing the delivery

of care while offsite or at a patient’s

home or office, for example, Avaya

Flare Experience gives nurses the

ability to access and communicate

with physicians and specialists. This

application offers fast easy

access to integrated real-time

communications and collaboration

capabilities from any location,

whether at the hospital or a patient’s

home.

•AvayaOneTouchVideoSolution

enables personal voice, video and

collaboration sessions between

healthcare professionals and

patients. Associates can initiate

interactions by selecting a link from

an email or their organization’s Web

page. Especially effective when

specialists are at different sites or

delivering care at home, this

© 2012 Avaya Inc. All Rights Reserved.

All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.

02/12 • MIS7009

solution offers a face-to-face connection between patients and physicians who are

remote from one another. Upon receiving an email from a physician or accessing a

website, a patient simply clicks the Avaya One Touch Video link to set up a video call

with the physician and requires no special equipment or technical capability.

Healthcare Business: Administration, Operation, Marketing•HospitalCodeCartCompliance coordinates record-keeping and notification

requirements. This application helps hospitals improve their regulatory compliance

process methodology, reduce nurse time spent on associated administrative tasks

and, thereby, increase nurse time available to patients. To eliminate time spent calling

departments to correct discrepancies when a nurse inspects a code cart, this

application contacts appropriate departments immediately regarding any code cart

component failures.

•PatientPaymentRecovery keeping patient information secure, this solution offers a

simple, automated way for patients to make payments. Leveraging proactive

communications and self-service, it helps healthcare providers expedite patient

payment processing which can increase cash flow, reduce past due accounts, and

lower labor costs.

•HealthcareNotification enables a healthcare organization to automatically transmit

urgent information and instructions regarding upcoming appointments to staff and

patients in real time. For example, can relay information regarding unexpected facility

closures, the need for extra staff, etc.

•SocialMediaManagerenables healthcare facilities to leverage social media mentions

to enhance profits and/or manage public relations. When a patient interaction

opportunity or a potentially damaging conversation is detected, the solution

automatically initiates a work assignment and queues it to agents. Agents can be

clinicians or physicians or other roles in an organization, fixed or mobile.

Organizations can effectively monitor thousands of mentions daily with Social Media

Manager’s advanced text analytics engines to drive better connections with

prospective patients and to refer them to publicly available resources pre or post-

treatment.

ConclusionAvaya healthcare solutions are designed to improve the patient experience while

helping healthcare providers reduce costs and improve profitability. The solutions

enhance all aspects of the patient care lifecycle and enable healthcare providers to save

money by improving existing healthcare processes and practices instead of purchasing

expensive new systems that require comprehensive staff retraining. Using open

standards such as SIP and HL7 to integrate communications technology into existing

clinical systems, we ensure the acceleration of clinical processes without requiring a

significant cultural change from users.

About AvayaAvaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

4 | avaya.com