The Modern Patient Experience: Where Care Matters

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

Overview
Chief Medical Officer
Chief Nursing Officer

Patient-centered, customer-focused care

Delivering positive patient outcomes isn’t an easy task. 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. We must prioritize the steps of the patient journey that allows a truly collaborative and responsive approach to care delivery.

It’s no longer a question of “what’s the matter?” but “what matters to you?”

Communication-based technologies are a fundamental step toward helping patients become better informed, improving care quality and experience.

Healthcare providers must behave 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 recognizes the growing user-centricity of the connected patient. The more responsive the care, the more patient-centered and customer-focused it becomes.


Our Healthcare Solutions

Chief Nursing Officer

Unified communications can offer some home comforts that 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.

Chief Medical Officer

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

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.

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


Nurse Mary has just finished up dealing with her patient, Andy, inputting his notes using the bedside console. She’s about 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 more comfortable, thanks to unified communications. 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 physician, 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.


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 physician 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 physician 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, Unified Communications offers some home comforts that can greatly improve a stay.

OpenScape UC


Our Healthcare Solutions

Enhance care standards

Reduce clinical errors by enabling physicians to update patients’ 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.

Improve overall management practices

Send push notifications to specialists within the hospital to notify them of emergencies so that they can decide on the correct course of action in a timely, efficient manner.

Save time and accelerate responsiveness

Be contactable on any device via “one published number”, avoid multiple devices, and discover who’s on-call in real-time to accelerate medical responsiveness.

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.


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


Andy is a patient and he is admitted to hospital on Monday and won’t be leaving until Thursday. 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 Unified Communications 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. Bring homely touches into the ward with UC so patients can access the internet, order food, watch TV, and use the telephone.

Find the time to care

Reduce repetitive administration tasks and free up more time to care. Streamlined bed management and EMRs at the point of care can help relieve nurses’ burden.

Enhance care standards

Reduce clinical errors by enabling nurses to update patients’ EMRs in real-time, at the point of care, bedside rather than deskside. Reduce nurse stress and increase efficiency.

Facilitate patient-centered care

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

Healthcare Resources

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