Mark Wechsler Healthcare Program Director, North America Responding to the Healthcare Market with...

Mark WechslerHealthcare Program Director, North America

Responding to the Healthcare Market with Avaya Aura™

Enablement

© 2009 Avaya Inc. All rights reserved.

The Heartbeat of Intelligent Communications

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Agenda Business Challenges

Faced by Healthcare Communications Evolution Avaya Aura™ Meeting the Healthcare

Communication Challenge Wrap-up



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Business ChallengesFaced ByHealthcare



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Business Challenges Faced By Healthcare Key Issues motivating change for Payers and Providers

Improving Quality of

Patient Care

IncreasingPatient/Member

Satisfaction

ExpandingHealthcare Services

Providing ReliableSecure Information

Transport

Simplifying patient access to payer/provider services Providing multi-channel communications channels

for provider/patient/member/customer access

Extending services to the underserved and rural community Expanding to address patient medical home & ambulatory markets Building new offerings to meet market needs

Enabling reliable, secure, and regulatory compliant services Facilitating interoperability between Payer, Provider, and Patient Supporting true device and media independence

Simplifying patient access to payer/provider services Enabling effective provider and payer communications Balancing between responsiveness and service costs



5

Healthcare Communications Evolution



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Val

ue

Network-CentricServices

Organization-CentricServices

User-CentricServices

Stand-alone mgtSite-specific services

Heterogeneous mgt Site-specific services

Non-heterogeneous MgtUser-specific apps

Business Challenges Faced By HealthcareThe Evolution of Features and Functions

Enhanced information exchange – reducing

cost of care

User Empowerment

Intelligent contact management -

meeting patient needs

Customer Svc

Improving productivity –

increasing quality of care

Collaboration

Mobility

Flexibility and convenience – reducing cost

Voice & data transport –reliability at the core

Tele-Network

Increased efficiency – doing more with less

Voice, Video, Data



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Legacy UtilityLegacy Utility

Switch-specific administration Site specific dial tone Separate voice and data

services Limited wireless and mobility

(voice or data)

Avaya Aura™ Business Avaya Aura™ Business Enabled ServicesEnabled Services

Converged FacilitiesConverged Facilities

Standalone video services In-building mobility (voice, data) Site-dependent collaboration Reactive contact center services Simple device (e.g., nurse call)

integration Call control Number portability Asynchronous messaging

Integration of non-heterogeneous systems

Core Trunking and tail-end hop-off Networked messaging Centralized multi-vendor services Network-available application services Enterprise-wide consistent services &

function Borderless connectivity & services

TDM, Analog, & IPTDM, Analog, & IPTDM & AnalogTDM & Analog SIP- Enabled ServicesSIP- Enabled Services

IVR “patient traffic” gateways Uni-directional speech access Voice mail Asynchronous Messaging

Heterogeneous integration Enterprise dial plans Site specific applications Integrated voice/data Basic IP presence services

Device independent information acquisition and access

Enterprise mobility (voice, data, apps) Integrated skills based call routing Proactive call center applications User specific services & control Device, Application, and System (e.g., EMR)

integration Telepresence Context based messaging Real time, synchronous messaging

Infr

ast

ruct

ure

Ap

plic

atio

ns

User-CentricUser-CentricOrganization - CentricOrganization - CentricNetwork - CentricNetwork - Centric

Business Challenges Faced By HealthcareThe Evolution of Technology



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Typical Healthcare Provider Silos

NurseTriage

CallMgt

ADT&

Registration

Scheduling EMR

Clinicals

PHR

Labs & Results

PharmacyPatientBilling



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Enablement Opportunities

Improving Quality Driving efficiency and accuracy are key elements in support of demands for healthcare reform Improving information delivery and communication accuracy reduces medical errors Real time access to information and resources is critically linked to the quality of care delivery

Enhancing Satisfaction Improving self-service applications for patient, provider, and payer requirements accelerates the

care delivery system Real time resource identification and communication positively impacts patient and care delivery

resources Improving cross-organization (e.g., Payer to Provider) communications reduces cost

Extending Services Call center proactive capabilities to drive 1st call resolution key to driving down cost Enabling Telemedicine (in-home, underserved areas) required to improve revenue streams and

reduce costs Enabling and leveraging remote professional, administration and support resources drives down

cost and enables new services



10

Avaya AuraTM



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VideoSystemsVideoSystems

Communication SystemsCommunication Systems

DataCentersDataCenters

Communication SystemsCommunication Systems

Contact CentersContact Centers

ConferencingServicesConferencingServices

EnterpriseApplicationsEnterpriseApplications

Today’s Complex Healthcare Architecture

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Avaya Aura™ Simplifies Communications Enabling Integration of Non-Heterogenous Systems

Flexibly connect users, applications and systems enterprise-wide

EnterpriseNetwork

CollaborationApps Video

AppsBusiness

Apps

AvayaPasadena

AvayaSausalito

NortelSan Diego

SiemensOrange Cty

Contact CenterRoseville

CiscoLA

Contact CenterSan Francisco

Usersanywhere

AvayaSausalito

NortelSan Diego

SiemensOrange Cty

Contact CenterRoseville

CiscoLA

Contact CenterSan Francisco

Data CentersData Centers

SIP Trunking

Avaya Aura™Communication

ManagerPasadena

AppsIntegrated

Avaya Aura™

SessionManager



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System ManagerSystem

Manager

Session ManagerSession Manager

ApplicationEnablementApplicationEnablement PresencePresenceCommunication

ManagerCommunication

Manager

Avaya Aura™

Scalable voice & video foundationSIP + Presence + Web ServicesOpen multi-vendor integrationMidsize to largest enterpriseSingle-site, branches, multi-site

Easy to install and manage holistically

Evolutionary path protectingexisting investments

Comprehensive support and remote management services

Avaya one-X®

UC All Inclusive

Avaya Aura™



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Meeting the Healthcare Communication Challenge



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From the Patient’s View

Meeting the healthcare challenge with Avaya Aura™

Enhancing patient experience– Improving the quality of care

• Consistent access to Provider & Payer Services

• Increasing access to departmental / clinical resources

– Increasing patient satisfaction• Speech and web self service• Patient choice• Real-time access to knowledge• Increased first-call resolution• Proactive Provider/Payer/Patient outreach

– Expanding Services• Care access at the point-of-patient rather than

at the point-of-provider– Reliable Information Transport

• Multi-channel/Multi-device• Closed-loop communication



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Example: Patient SchedulingInefficiency and inconsistency impacts patient satisfaction

Outpatient / Ambulatory Scheduling frequently inefficient, time consuming, and frustrating for the patient

Multiple, complex IVR selection trees

– Confusing to non-medical staff

– Error prone

Coordination with PCP and Payer adds to the difficulty

IVR

IVR

PhysicianOffices

Hospital& Test

Facilities

Provider

Inability to Locate and Communicate With Right Resources, Right Information, and Right Time

Scheduling

Information

FinancialAssistance

Payments& Billing

Scheduling

Scheduling

Scheduling

Scheduling



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Example: Patient SchedulingAvaya Aura™ enabled efficiency enhances patient satisfaction

CommunicationsApplications

Centralized profile mapping people to communications applications

Centralized applications yield common, easily accessible information

Network-enabled self service applications place the patient “in control”

Presence enabled access to available and capable knowledge resources

Information and resources networked enabled rather than network inhibited

Scheduling Billing

InformationPhysician Access

Avaya Aura TM

SessionManager

ClaimsClinic Services

ICR

Simplifying patient access to resources and services enables active participation in the healthcare process,

reducing cost, and improving the quality of care



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Meeting the healthcare challenge with Avaya Aura™

Enhancing the provider’s business– Improving the quality of care

• Communication between caregivers ‘without borders’

• Consistent features/functionalities improve productivity

• Enhanced collaboration and information access accelerate care

– Increasing patient satisfaction• Self-service placing the patient “in control”• Proactive and preemptive patient support

– Expanding Healthcare Services• Borderless connectivity and services• Sticky applications and numbers for mobile care

givers• Virtual access and presence enabling remote

care delivery

– Reliable Information Transport• Enterprise functionality regardless of local• Device & media independence enabling

information access anytime and place

From the Provider’s View



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Example: Provider Communication Breakdown

Inability to be notified of key patient data and to act on it “in time”

Difficulty identifying and collaborating on critical subjects

Information overload

Lack of access to available, knowledgeable, and available personnel

Provider Communication Failures Account for 66% of Harm To Patients

Lab Tests

PatientClinicals

EMR

Diagnostics

Clinical Applications

Nursing

Specialists

Consults & Assists

Support Services



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Example: Provider Communication BreakdownAvaya Aura™ simplifies and assures information delivery

Presence enables identification of available resources

– Rapid identification of correct resource via key attributes relative to the need

– Enterprise wide service supporting mobility and access

Customized applications remove latency associated with notification of key information

– Rapid, accurate response reduces medical errors

Simplified dialing plans and number portability enhance ease of use, productivity, and efficiency

Improving The Quality Of Care With Real Time Ability To Access The Right

Resources And Information

Custom Apps PlatformCustom Apps Platform

SystemManager

SessionManagerSessionManager

Avaya AuraTM Core

MediaServers

Access

Connection

Application

SIPPresence



ResultsNotification

ResourceFinder

MM

VP

MX

CM

NursingSpecialists

Support Services

Critical Care Givers

Consult & Assist



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Avaya Aura™ Presents the Opportunity For A Wide Range Of Communication-Enabled Services

Patient Health– Wellness Management– Chronic Care Management

Proactive Notification– Appt Reminder / Confirmation– Family Finder / Communicator– Meds & Immunization– Pre-op Instruction Notification

Self - Service– In House Visitor Information– Education Scheduling– Information Hotline– Prescription Services– Concierge

Healthcare Environmental Services– Security Touring– Building Alarms and Notifications– Security Messaging

Professional Employee Support– Performance Notification (JCAHO)– Benefits & Enrollment– On/Off Boarding

Clinical Communication Services– Real Time Resource Locator– Nurse/Physician Communicator– Cat Lab Emergency Manager– ED Resource Manager– Consult Manager

Telehealth– Video Contact Center– Virtual Specialist– Patient Follow-up– Telehome medical services

Clinical & Business Administration– Voice Communicator– Lab Test Reporting– Patient & Exam Room Notify– Order Management– Patient Monitoring– Case Referral & Handoff– Medical Transport



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Wrap Up



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Today’s Business Drivers Demand Greater Communication System Efficiencies

Quality of Care

– Improving information exchange between Patients, Providers, and Payers

Patient Satisfaction

– Enabling access to the right information, the first time, and the right time

Expanding Services

– Enabling resources to support and deliver services independent of their physical location

Evolving to User-Centric

Services

Evolving toSIP- Enabled

Services

Reliable, Secure Communication Transport

– Compliant with the maze of regulatory requirements necessary to assure privacy, accuracy, and security

– Demanding the flexibility and serviceability drive highly cost effective information transport and networked services.



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Avaya Aura™ Provides the Path To Enablement

Extending Services Call center proactive

capabilities to drive 1st call resolution key to driving down cost

Enabling Telemedicine (in-home, underserved areas) required to improve revenue streams and reduce costs

Enabling and leveraging remote professional, administration and support resources drives down cost and enables new services

Enhancing Satisfaction Improving self-service applications for patient,

provider, and payer requirements accelerates the care delivery system

Real time resource identification and communication positively impacts patient and care delivery resources

Improving cross-organization (e.g., Payer to Provider) communications reduces cost

Improving Quality Driving efficiency and

accuracy are key elements in support of demands for healthcare reform

Improving information delivery and communication accuracy reduces medical errors

Real time access to information and resources is critically linked to the quality of care delivery

System ManagerSystem

Manager

Session ManagerSession Manager

ApplicationEnablementApplicationEnablement PresencePresenceCommunication

ManagerCommunication

Manager

Avaya Aura™



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Thank YouMark Wechsler

[email protected]

(908) 696-5607

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