RESULT The easy way to deliver the message

RESULT ! The easy way to deliver the message An NHS Lothian GUM Clinic Case Study Alan Hush – Telecomms Manager NHS Lothian & NHS Borders

Alan Hush -Telecomms Manager NHS Lothian & NHS Borders • 16 Years NHS Experience • Responsible for all voice services in NHS Lothian & NHS Borders areas • NHS UK-wide representative on GTM • NHS Scotland representative for NHS PASA UK-wide Voice, Video & Data Procurement Framework Contracts

Relax…. Have you heard the one about…. ?

Are my Test Results back?

Telecommunications Services • Managed Voice Network Service provided by Cable & Wireless covering 42 sites throughout NHS Lothian • Direct Dialling Inwards to all 12000 extensions • Partially Centralised Telephone Operator Service • Telephonists answer 12000 calls per day • 4000+ Internal Calls with many requests for Internal Directory Information • Reluctance to use On-Line Telephone Book for Internal & External Directory Enquiries

How can we improve? • Hire more Telephonists? • Encourage greater use of On-Line Phone Book? • Provide a printed Phone Book? • Manage internal users expectations? • Be Innovative…. . ?

Innovation…. in the NHS ? • We are good at managing change • We have the expertise to introduce new technology • OK, what should we do?

Anything else? • GUM Clinic Test Results • Nursing staff take calls from patients to read results • Any ideas how we can improve? • Can Telecomms contribute to Patient Care? • Yes we can

The Brief • Improve telephone call handling times • Improve quality of service • Improve internal directory searches • Allow for future expansion • Automate the GUM results reporting service • Streamline the Patient’s experience • Allow Patient Anonymity • Ensure Confidentiality

NHS Lothian – GU Medicine Clinic • • • Serves 800, 000 people 45 Staff Highest rates of STI’s since the 1940’s Excellent patient care at Clinic Poor results reporting service, limited to week-days between 2 & 4 pm • Labour intensive

GUM Results Reporting Service • Options explored – Text Messaging – Extra Phone Lines – Secure Internet Site – Telephone call queuing system – Any other suggestions?

Internal Telephone Directory Service • Options Explored – Increase staffing – Improve on-line phone book – Produce a printed phone book – Any other suggestions…. ?

Telephonetics Contact Portal • Could one “box” possibly address our complex and varied requirements? • Can GUM Medical, Nursing and Administration staff work with Telecomms & IM&T staff to share the technology that would provide both groups’ users an improved quality of service? • Of course we can!

GUM Results Reporting Service • • Callers dial the Contact Portal Enter unique identification code Enter DOB Listen to their test results any time of day Option to speak to a professional Option to make a follow up appointment System receives up to 100 calls per day

GUM Experience & Feedback • Patients are happy to use the service • Reduction in telephone calls results in better use of staff time • Ensures Patient Confidentiality • Easy to use and administer • What else can it do for us…. ?

0844 822 1000 • Ask for Alan Hush • Ask for the Telecomms Department – Note that the system responds “calling Telecommunications” (not Telecomms) Give it a try sometime

Thank you for your time…. any questions? • Alan Hush Telecomms Manager NHS Lothian & NHS Borders 39 Lauriston Place Edinburgh EH 3 9 HA t- 0844 822 1000 e- alan. hush@nhs. net