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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

Physician–Clinical–Administration

Patient–Subscriber/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 doctor’s

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. Scott’s 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

doctor’s 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.

Scott’s 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 patient’s birthday…”

“Thank you. To confirm that this is

MIHS calling we’ll 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 mobile—and able

to provide excellent patient care

Send text to staff’s

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 Now”Custom 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 Carts�Completely 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

customer’s 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 customer’s 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 Easy…Easily 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?