The Modern Patient Experience: W​here Care Matters

The future of healthcare: accelerating change to transform care quality, patient experience, and staff satisfaction.

Overview
Chief Medical Officer
Chief Nursing Officer
CCG Board Members and GPs
Mental Health Trust

Patient-centred, customer-focused care

Delivering positive patient outcomes isn’t an easy task. While public sector cuts loom, finding the time needed to deliver enhanced patient care and experience is crucial.

We must find new ways of working that encourage patients to be the manager of their own health journey and prioritise the steps of the patient journey that allows a truly collaborative and responsive approach to care delivery.

Communication-based technologies are a fundamental step toward helping patients become better informed, improving care quality and experience, and delivering on the key NHS England objectives of satisfied patients, motivated staff, and better outcomes.

Healthcare providers must work in ways suited to modern consumers to maintain a competitive edge, both now and in the future. Traditional patient interactions must be replaced with modern customer interactions – a proactive approach that recognises the growing user-centricity of the connected patient. The more responsive the care, the more patient-centred and customer-focused it becomes.


Our Healthcare Solutions

Reduce nurse stress levels

An integrated bedside solution offering some home comforts can greatly improve the patient’s stay. Electronic healthcare records that can be used at the point of care improve the quality, safety and continuity of care. They can also improve the nurses’ working environment, and help to keep stress levels at bay.

Streamline clinical efficiencies

Mobile Baton streamlines clinical efficiencies. It allows your doctors, consultants, and other medical staff to be contacted by “one published number” on any chosen device. A button, via the app, can be selected to let teams know who is on call or available to deal with situations in real-time.

Ease the burden in general practice

The use of communication-based technologies within CCGs and GP surgeries can be utilised to fulfill more appointment slots and follow-ups when done virtually, without the need for physical face-to-face interaction. This helps to increase access to services while reducing some of the burden faced in general practice.

Enable safer care in the community

Technology-enabled collaborative care improves health outcomes, maximises efficiency, and promotes staff safety. When your community health professionals are working in vulnerable situations, are they fully equipped to diffuse volatile situations?

Patients are increasingly becoming consumers of healthcare, expecting high standards of service from all organisations, public or private. They want: easy check-in, a pleasant stay, quick check-out.


The NHS has pledged £4.2 billion to improve its use of technology, including electronic health records and bedside terminals.

Nurse Mary has just finished up dealing with her patient, Andy, inputting his notes using the bedside terminal. She’s off to see her next patient in another ward. Meanwhile, Andy is now going to be in bed for the next three days.

Andy’s stay is made a bit more comfortable, though, with the entertainment features on the terminal. Once Mary has logged out, Andy can log in and browse the internet, order food, watch movies, and make calls.


Andy’s experience in the hospital so far has been a great one because he’s not stressed out and he’s being treated like a hotel guest. Imagine that. Studies show this reduces readmission rates and allows patients to be discharged quicker.


Before Andy can be discharged, Ben, the on-call doctor, needs to stop by for one last check. Ben starts his shift and makes his way to Andy. Ben doesn’t need to pick up the old device that used to be passed around for on-call shifts. He has a smartphone and can switch this to “on-call”. All incoming messages come through to his phone via “one published number”. All he has to do is say it’s him on call.


4.7 million people used a connected care system in Europe in 2013. This is expected to grow to 13.7 million by 2019.

Ben usually has many different phones or has calls and messages on different devices. He can be contacted on all different devices set up with his one published number, saving time and increasing efficiency.


Andy is happy that doctor Ben was contacted by nurse Mary quickly so that they can discharge him sooner.

Mary is happier she could get hold of Ben easily while he was on-call, and doctor Ben is happy he doesn’t have to carry four different phones. This saves everyone time and accelerates responsiveness across the hospital.

A better physical environment can foster healing and influence perceptions of service quality. While wards lack homely touches, a bedside console offering some home comforts can greatly improve a stay.

OpenScape UC


Our Healthcare Solutions

Enhance care standards

Reduce clinical errors by updating EMRs in real-time, at the point of care, bedside rather than deskside.

Facilitate patient-centered care

Involve patients in their care. Proactive communication allows staff to better manage the expectations of the patient for an enhanced experience.

Save time and accelerate responsiveness

Be contactable on any device via “one published number” and accelerate medical responsiveness.

Improve overall management practices

Send push notifications to specialists within the hospital to notify them of emergencies in a timely, efficient manner.

Bedside terminals saved nurses 25% of their overall time spent documenting during a shift

It is well known that nurses want to spend time with patients, but they are often frustrated over the amount of administration required. Adopting electronic health records can save valuable time spent on writing, filing and finding records, releasing more time for hands-on nursing.


1 in 29 nurses at 31 London trusts took time off for stress in 2014. 30% of all NHS sick leave is caused by stress

Mary is a nurse, and her job’s tough. She’s stressed and angry because she feels as though she spends too much time focussing on administration when the majority of her time should be spent caring for her patients.


75% of those who work in hospitals spend one-quarter of a 12-hour shift away from the patient’s bedside. Electronic medical records directly at the point of care can reduce this time by about 24%.

Andy is a patient and he is admitted to hospital on Monday and won’t be leaving until Thursday. Andy is in a bed with a beside terminal station available. Mary goes to check on Andy, her first patient of the day.

At the bedside, Mary can access all of Andy’s records and she is able to deliver care while updating Andy’s patient details in real time, at the bedside rather than in her office.


Suddenly, Mary is cutting down admin time because she’s doing it in real time, and Andy is receiving an increased level of care because the patient records and data quality is of a higher standard.


Admin is highly time consuming for nurses. But the bedside terminal has helped Mary cut down the time needed to fulfil this task, and it has given her more time to care. Mary is happier. She’s still busy, but it just means she’s busy with patients, and not paperwork.


Electronic healthcare records that can be used at the point of care improve the quality, safety and continuity of care and free up nursing time. They can also improve the nurses’ working environment, help to keep stress levels at bay, and enable enhanced patient experience.

OpenScape UC


Our Healthcare Solutions

Improve the patient experience

Treat your patients as customers. With a beside terminal, patients can access the internet, order food, and watch TV.

Find the time to care

Reduce repetitive administration tasks and free up more time to care with streamlined bed management and EMRs.

Facilitate patient-centered care

Involve patients in their care. Proactive communication allows staff to better manage the expectations of the patient for an enhanced experience.

Enhance care standards

Reduce clinical errors by enabling nurses to update patients’ EMRs in real-time to reduce nurse stress and increase efficiency.

NHS England’s Five Year Forward View is clear that new models of care are needed to manage demand and improve efficiency. Changes in primary care and demographic pressures are expected to double the number of GP consultations by 2035, according to a report by Deloitte.


90% of people would use a digital service allowing them to ask a clinician a question

Julie is at home, and she is worried about her child. Her child has shown symptoms that are particularly alarming to her. The child has a rash, and is coughing more so than usual.


One in 10 patients were unable to see or speak to someone at their GP’s surgery when they last tried to do so.

Julie knows that trying to get an appointment with her GP can be a nightmare. She knows that she’s unlikely to get an appointment the same day, but she doesn’t want to call an ambulance in case the rash and cough turn out to be insignificant.


Julie’s GP surgery has recently implemented a system of video conferencing in a bid to increase access to GPs while reducing the burden that they face. One way of doing that, is opening up access to a GP via unified communications.


Only 2% of the UK population engage with a digital NHS. Individual Clinical Commissioning Groups (CCGs) could save more than £21 million annually through better working practices.

Julie books a video consultation for later the same day and gets to see GP Alun without going to the surgery. Alun can see more patients this way as it’s streamlined, and patients are kept happier because they can get an appointment sooner.


Alun is confident that Julie’s child is not suffering from anything serious, and that the rash will disappear within a few days’ time.

Alun is also happy that this way, he’s able to keep patients away from the GP surgery that are suffering from minor ailments. Overall operational efficiency and productivity is significantly enhanced.

The use of unified communications within a GP surgery can be utilised to fulfill more appointments and follow-ups when done virtually, without the need for physical face-to-face interaction.

OpenScape UC


Our Healthcare Solutions

Improve the patient journey

Enhance referrals by allowing GPs to collaborate in real-time with multidisciplinary teams.

Develop new models of care in the community

Enable proactive condition management to allow for a more responsive approach to chronic episodes.

Reduce the burden on general practice

Connect GPs to patients via video conferencing and increase access to services while reducing the burden.

Promote self-care and patient empowerment

Increase self-care by sending text messages to patients to remind them of appointments, reducing DNAs.

30% of people with a long-term condition also have a mental health problem

Whatever the reasons behind the current mental health crisis facing the NHS, there appears to be one obvious solution: increasing access to services so that everyone gets the help they need, when they need it.

By 2020, NHS England aims to ensure that at least 280,000 more people with mental illness receive adequate physical health care.


People with one or more chronic conditions cost an average of up to £8,000 per year

Michael has dementia. He lives at home and is still independent in basic daily living activities, but forgets to do things.


Monitoring systems enabling proactive action in chronic episodes can be valuable in this kind of situation, for non-emergency issues.


In Michael’s bathroom, there are sensors to detect movement. The environmental sensors in the bathroom failed to detect movement during the morning, this may mean Michael forgot to wash or to use the toilet – or something potentially worse.


Nearly 68,000 NHS staff members are physically assaulted annually

A message is sent to a family member or carer, notifying them that a check on Michael is needed, due to lack of movement picked up by the sensors.

However, during the home visit to check on Michael, carer Jean is alone with Michael who is also suffering from aggressive behaviour. This leaves carer Jean in a potentially vulnerable situation.


However, carer Jean can be monitored throughout the visit thanks to remote communication systems which can automatically raise an alert to carer Jean’s duty manager if the visit’s duration seems to be out of the ordinary.

The duty manager can decide whether or not carer Jean needs assistance which may defuse a potentially hazardous situation before it happens.

Should the worst happen, carer Jean has also been given a snap alarm that connects with the remote communication system. This can immediately notify security and pinpoint her location.

OpenScape UC


Our Healthcare Solutions

Improve access to mental health services

Implement crisis care management that’s integrated with the urgent care system.

Improve quality of mental health services

Establish a virtual meeting room with staff from various organisations (internally and externally).

Safer community care

Ensure the safety of community health professionals. Integrated communication systems can alert security teams and can provide peace of mind.

Collaborative community care

Bring together carers, family members, and other support organisations in the community to enable continuity of care.

Delivering success in healthcare

Birmingham Children’s Hospital deploys OpenScape Xpert to streamline clinical decision processes

“With Unify’s next generation technologies we are setting the standard for other children’s hospitals in the country to follow in terms of highly-responsive patient care.”

Royal Free London NHS Foundation Trust provides new ways of working for clinical and support staff

“The OpenScape platform will enable our doctors and support teams to better respond to patients’ needs and make decisions faster.”

Luton & Dunstable University Hospital NHS Foundation Trust utilises OpenScape to improve clinical response times

“Using unified communications, we expect to increase the overall efficiency of the Trust... This means we can deliver a superior service to our patients.”

Birmingham and Solihull Mental Health NHS Foundation Trust joins up community staff to create a more mobile and efficient workforce

“Unify’s OpenScape Contact Centre was rolled out across 86 sites with audio and video conferencing for all staff that sees them communicating in a much more effective way. People expect instant messaging now – that’s what we’re working toward.”

Birmingham Children’s Hospital
Royal Free London NHS Foundation Trust
Luton & Dunstable University Hospital
Birmingham and Solihull Mental Health Trust

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