• February 21, 2012
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Avaya Spotlights Healthcare Technology Innovations

Avaya today introduced several new healthcare communications products that include advancements in mobility, social media, and videoconferencing to help improve patient experiences through better care coordination, streamlined access to healthcare professionals, and faster patient response times.

The latest innovations are part of Avaya Healthcare Solutions and include the following:

  • Avaya Mobile Activity Assistant,< which prioritizes and consolidates nurse call alerts, critical result notifications, stat requests, and co-worker messages onto one application on mobile touch-screen devices. Users can also see co-worker availability on the application via presence, and send text messages that can be converted into voice calls. Pre-configured text messages speed responses, minimize typing and reduce environmental noise. Additionally, all messages are logged, and read receipts are returned to the sender, simplifying collaboration management.
  • Avaya Flare Communicator for iPad, a tablet application for secure, unified communications over Wi-fi and 3G networks. Presence identifies the availability of specialists, clinicians, and doctors. Then, with the tap of a finger, users can initiate instant messages, email, calls, and conferences. Having Flare Communicator for iPad on the same tablet with other business applications promotes the sharing of important data such as X-rays and lab results.
  • Avaya Social Media Manager, which helps healthcare professionals use social media to meet new patients and communicate with existing ones in a personalized way. Social media posts are monitored, and experts can respond to patients using personalized interactions. Healthcare institutions can use it to drive better connections with prospective patients and refer them to publicly available resources, pre or post-treatment.
  • Avaya's Telehealth and Home-Care Delivery solutions, which use video communications to enable home-care nurses and rural hospital workers to gain fast access to specialists and physicians located anywhere using video.

Parkview Health, a northwest Indiana healthcare provider, is using the Avaya Mobile Activity Assistant application on 60 iPhones and plans to expand it to 670 iPhones by March.

"Avaya Mobile Activity Assistant accelerates our communications and ultimately improves patient satisfaction. By giving our nurses a way to consolidate all of their alerts in one device and display them in an organized and prioritized way, they can attend to critical issues first, and then communicate directly with patients if necessary," said Paul Jones, director of technology services at Parkview Health, in a statement. "This is a vast leap ahead of the days when most communications was handled via the nurse station, slowing things down. Now, Avaya mobility gives us fast, direct, and simplified collaboration among all healthcare personnel—from nurses to therapists to physicians—which provides new productivity and cost-saving benefits. This includes reducing a patient's length-of-stay since coordination and administration is much more streamlined. Simply put, this makes patients happier and saves us money."

That is the exact goal behind the new solutions, according to Sanjeev Gupta, general manager of Avaya Healthcare Solutions. "Avaya is focused on helping healthcare providers use communications solutions to improve patient experiences and outcomes, while reducing the cost of care," he said in a statement.

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