SMHEALTHCARESOLUTIONSOVERVIEWCommunication Software for Mobility, Efficiency,and Safety
ENABLING CARE, SAFETY,AND EFFICIENCY IN ACHANGING HEALTHCARETECHNOLOGY ENVIRONMENTIn hospitals worldwide, a myriad of clinical, safety, and other communication systems constantly generate updates,alerts, and key pieces of information. But unless this data is gathered and delivered to the right person, at the righttime, on the right communication device, it’s useless. This is in addition to your staff’s ongoing need for physicians,nurses, and other personnel to connect quickly for real conversations about how to handle patient care.People and technology now need to communicate flawlessly to speed response times and keep safety and satisfactionin the forefront.Given this vast amount of information, your organization needs effective, streamlined communications at every turn toreach the right caregivers at all times. Doctors go in and out of surgery and staffing assignments change around theclock. So when a patient comes to the emergency department with heart attack symptoms in the middle of the night,are you quickly gathering all the right people when the code STEMI is issued? Patients’ lives depend on the coordinationand management of details like this.SPOK: HELPING YOU LEADTHE CHARGE IN CRITICALCOMMUNICATIONSSpok supports both large and small hospitals in their quest to deliver the highest standards of care withcommunication technology designed to meet today’s challenges. Year after year, the vast majority and oftenall of U.S. News & World Report magazine’s Best Hospitals Honor Roll organizations are Spok customers.We offer a full suite of integrated solutions that support mobile hospital staff with a firm link back tothe contact center and the valuable information it maintains.OVERVIEW OF OUR SOLUTION AREAS: Communication-enabledworkflow automation Critical test results management “The [Spok ] system helps Clinical alerting Emergency notification andincident managementus provide better patient Contact center solutions Enhanced 911care by letting us alert Staff scheduling Paging servicesstaff faster and with more Secure critical communicationsrelevant informationthan before.” Physician preferencedirected communicationsSteve RidenourSystems ManagerMedCentral Health System2
TRENDS AND REQUIREMENTSAFFECTING HOSPITALS TODAYSupporting Secure, Mobile CommunicationsStaff are on the go and carry the latest smartphones, tablets, and other devices. IT teams must develop mobile devicemanagement policies and enforce them. These should include plans for what tools are supported, encryption, how toremove sensitive information from a lost/stolen device, and managing authenticated access to web directories andon-call schedules.Protecting Information Security/ePHIWith the increase in mobility comes the increased risk of compromised electronic protected health information (ePHI).Organizations and patients benefit from proactive, documented security measures.Improving EfficiencyMore than ever, staff cannot waste time looking for information, people, supplies, or open beds. Notifications must goto the right people at the right time, doctors need a way to find one another for important conversations, and automatedinformation sharing from clinical systems needs to be embraced for efficient care and interaction.Achieving ComplianceMany regulatory bodies and laws affect hospitals, including The Joint Commission, HIPAA, and the HITECH Act. Audit trails,encrypted messaging, efficient code call handling, and accurate reporting are all keys to this.Connecting Disparate Healthcare SystemsThere are many disconnected systems in hospitals that need to shareinformation. These span clinical, critical test results, security, buildingmanagement, electronic health records, IT, health information, transport,and many more. There is an effort underway to eliminate these islandsof information by linking hospital systems, allowing importantinformation to pass among them.Raising and Tracking Patient SatisfactionThe nationwide Hospital Consumer Assessment of HealthcareProviders and Systems (HCAHPS) survey tracks patientsatisfaction scores, with many questions focused oncommunication. The strength of caregiver-patientcommunication and having quiet, healingenvironments are key elements.Maintaining ReimbursementsWith payment models moving away from hospitalssimply being paid for services rendered andtoward payment for quality performance,hospital revenues are at risk of going downif top-notch care is not delivered every time.They need to identify opportunities forimproved workflows to ensure safety andeffective communications while loweringcosts. In addition, reimbursements risewith patient satisfaction scores.3
COMMUNICATION-ENABLEDWORKFLOW AUTOMATIONWORKFLOW EXAMPLE 1Reach code teams quickly to prepare for urgent situationsCODE STEMIED tests point to aheart attack.Code sent to 20-30 staff bothon and off the hospital campusso they can prepare for theirrole in treatment.Staff respond with availability,and escalations are sentautomatically to alternates.Coordinated, life-savingtreatment is delivered tothe patient quickly.The system sends a criticaltest results messageto the ordering doctor’ssmartphone and updates thepatient’s EMR with a flag.The patient is treatedquickly and effectively.WORKFLOW EXAMPLE 2Sending critical radiology results to the ordering physicianAn ED patient has a scan,which is sent to radiology.The radiologist notices cerebralbleeding and notes the criticalacuity in the system.WORKFLOW EXAMPLE 3Connecting busy staffED physician Dr. Leeurgently needs to reach theon-call obstetricianfor a pregnant patientin distress.She calls into the system and asks for theon-call obstetrician, specifying the urgencyof the call. In seconds, the system useslogic to factor in doctor contact preferences,schedules, caller, and date/time.4The call is connectedquickly to Dr. Barnes on hissmartphone, enabling fast,effective treatment.
MAPLE GROVEHOSPITALCLINICAL ALERTINGSupports a quiet, healingenvironment by sendingpatient monitoring andnurse call alerts to staff’smobile devices. They’rein the top 5%nationally for patientscores on ‘willingnessto recommend.’Centralize the management of critical alerts and alarms generated bypoint-of-care and safety systems such as nurse call, patient monitoring, and manyothers. Link alerts from these systems to staff’s mobile devices to speed responsetimes. This solution has achieved FDA 510(k) clearance as a class II medical device. Improve patient care with faster response to requests and critical changes in vitals Make staff work patterns more efficient Reduce overhead noise and promote a quiet, healing stemsNurseCallPatient MonitoringSystemPulse OximeterSystemInfusion tDesk PhoneWebADT SystemCritical TestResultsVoiceBadgesCell Wide-AreaPagingiPhoneOnsitePagingHOW IT ALL WORKSAn exampleUsing the nurse call system,the patient can select optionsfor nurse, pain, water, or toilet.Depending on the selection,the message is routed to theappropriate person. This may bea nurse, orderly, or other person.5Here the patient’s nursereceived the request and providesassistance quickly, increasingthe patient’s comfort.
CONTACT CENTER SOLUTIONSOPERATOR CONSOLEProvide operators with the information needed to process calls using their computers,with just a few keystrokes. Operators can quickly and accurately perform directorysearches and code calls, as well as send messages and pages to individuals,groups, and roles.BANNER HEALTHProcesses Simplify the call-taking process to handle higher call volumes with fewer resources Simplify the consult process to connect patients with the physicians theyneed to see Generate revenue by providing answering services to outside physicians or groups Reduce costs by centralizing call center operationsWEB-BASED DIRECTORYMake employee contact information more accessible and enable staff to send messagesquickly right from the directory. Authenticated users can log on anywhere, anytime toperform a variety of key updates to contact information and on-call schedules, search thedirectory, and send important messages. Reduce reliance on the operator group with self-service options Eliminate the need for costly printed directories that become outdated quickly Give password-protected staff access to updated contact informationSPEECH RECOGNITIONEnable your organization to process routine phone requests including transfers,directory assistance, messaging, and paging—without live operators and withmore ease-of-use than touchtone menus. Manage greater call volumes while improving productivity and professionalism Enable callers to automate the paging and messaging function Alleviate operator workloads, allowing time for more in-depth caller inquiries Keep calls connecting properly with a tuning system that tracks alternatepronunciations and incorporates new names and other changes with easeBEFORE:AFTER:Paper-Based ChaosEfficiency & Consistency64.2 million callsand saves 700,000annually through aconsolidatedcommunicationscenter runningoperator consoles.
CONTACT CENTER RECORDING AND QUALITY MANAGEMENTRecord, monitor, and score your operators’ conversations to improve call handlingand overall customer service for patients, visitors, physicians, and other callers. Improve operator call handling by identifying training needs Enhance call quality and professionalism Provide an audit trail of calls to retrace conversations if organizational disputes ariseCALL ACCOUNTINGLog the date, time, and duration of all calls made and received by your staff. Provide an audit trail of phone activities Gain accurate bill-back information and staff telephone usage Detect improper use of corporate resourcesNEMOURSA Children’sHealth SystemEstablished web-basedon-call scheduling thatsimplified the processof reaching the rightperson at the right timeon the right device.STAFF SCHEDULINGWEB-BASED ON-CALL SCHEDULINGKeep personnel, calendars, and on-call scheduling information updated—evenwith thousands of staff—using a secure web portal to maintain and allowpassword-protected access to the latest on-call schedules. Protect patients by sending messages quickly to the right on-call person directly from the schedule Keep personnel and scheduling information current and accurate, protecting personal time for off-duty staff Move ownership of on-call schedules from operators to individual departmentsSTAFF ASSIGNMENTAssign particular devices and patients to staff for the various clinical systems you are linking to your Spok critical alertingsolution. Send updates to the right person based on his or her role and device preferences. Speed response time to patient requests by sending notifications to the right staff memberPHYSICIAN PREFERENCE DIRECTEDCOMMUNICATIONSMake it easier for important physician conversations to happen quickly and in accordance with physicians’ establishedpreferences. Call a single, local number to reach a person or role and the system will factor in variables such as date/time,message sender, and urgency to determine how best to route the call. Improve speed and quality of patient care Reduce time spent searching for physicians and responses Give doctors control over how others reach them7
SECURE CRITICALCOMMUNICATIONS FORSMARTPHONES AND TABLETSSpok enables doctors and clinicians to improve many of their daily workflows with a secure texting app that’s far more thanjust secure texting. Spok Mobile plugs smartphones, tablets, and wireless IP phones (and their users) into data, alerts, andmessages not readily available on the move. Spok Mobile lets a doctor reference the on-call schedule and request a consultfrom the appropriate colleague. It allows a nurse to receive patient calls for assistance and determine the patient’s need, withoutrequiring a visit the patient’s room. It notifies the attending clinician when a patientmonitor’s threshold has been reached. Integrate with existing third-party monitoring and alerting systems across the hospital Use a smartphone or tablet to access the organization’s directory and send securemessages to any staff member, including the right on-call clinicians Send images and videos along with text Create closed-loop communications with delivery confirmations and the ability torespond to or escalate messages Support a wide variety of smartphones and other devices, allowing each person to usehis/her preferred device Protect sensitive patient details with encrypted, traceable messaging among doctorsand other staff members Wipe messages remotely from a lost or stolen deviceCRITICAL TEST RESULTSMANAGEMENTAutomate and streamline the process of deliveringcritical test results to the right clinicians to helpensure patient safety. Closed-loop communicationsenable lab and radiology technicians to spend More than800less time tracking down doctors and more timeinterpreting tests. This solution has achieved FDA510(k) clearance as a class II medical device.hospitals arenow using encryptedcritical smartphonecommunications fromSpok to improvepatient care. Speed test result information to orderingphysicians to improve patient care Meet The Joint Commission’s National PatientSafety Goal requirements Reduce risk and cost of litigation associated withdelayed, lost, or mishandled test results8
EMERGENCY NOTIFICATION ANDINCIDENT MANAGEMENTQuickly and reliably notify and confirm team member availability during emergency situationswithout calling trees and confusion. Automatically deliver messages, collect responses,escalate to others, and log all activities for reporting and analysis. Speed the coordination of patient care when time matters (e.g., for heart attackpatients or other code calls) Provide dependable, accurate notification of critical information quickly Comply with industry mandates and guidelines (e.g., HICS, NIMS)EMORYUNIVERSITYReduced heart attacktreatment times to anaverage of 54 minutesat one hospital and62 minutes at another.ENHANCED 911 (E911)Many hospitals incorrectly assume that a patient or guest will dial 0 in an emergency, when theyoften dial 911. Direct emergency personnel to a caller’s exact location (building, floor, and room) tohelp ensure fast response. Increase patient, staff, and visitor safety Get emergency personnel to the caller’s exact location quickly Comply with state laws and limit liabilityPAGING SERVICESMany healthcare organizations leverage paging to cut costs, increase messaging speed, and provide greaterreliability, especially in disaster situations. Spok offers both wide-area and onsite paging options, including manymodels for pagers.WIDE-AREA PAGING Solutions from the leader in wide-area paging Unparalleled reliability for critical communications and disasters P roven coverage during 9/11, Hurricane Katrina, Minnesota bridgecollapse, and Boston bombingONSITE PAGING S implify the paging function by working with a single vendor for allcomponents of the private paging system Unparalleled reliability for critical communications and disasters Leverage rugged pagers designed for medical use9
WHAT SETS SPOK APART?INDUSTRY LEADER Used by the best—each year the vast majority if not all ofthe top hospitals as ranked on the U.S. News and WorldReport Best Hospitals Honor Roll rely on Spok for theircritical communications Financially sound—with healthy growthand profitabilityBROAD PRODUCT SUITE The products you want are available from one provider—andwe’re developing more all the time Spok provides seamlessly integrated solutions for mobilestaff communications and contact center management Spok focuses on sharing intelligence that allowscritical information to be delivered to the rightperson at the right time on the right device forfast responseCHOICES SQL Server or Oracle Broad array of PBX systems supported All industry smartphones and mobiledevices supported All industry paging protocols supported Strong interoperability with other systems“We’re excited to have somany elements of our criticalcommunications working together.”Asif KhattakDirector, EVS, PBX and Resource CenterSt. Joseph Hospital“Our [Spok] solutions work togetherto orchestrate and synchronizecommunications and actions in a waythat’s become essential to our abilityto fulfill our patient commitment.”Sheila Cook-DolciameR.N., M.S.N., Director of Call Center OperationsParkland Health and Hospital System10
STRONG SECURITY JITC certified—Spok has passed this extremely stringent security certification used by the highest officesof the U.S. governmentEXCELLENT SUPPORTYou have peace of mind knowing your solution will be implemented with precision and expertise, and assistanceis a phone call away once your application is live. Company’s proven implementation approach helps ensuresystem success Comprehensive training options 99% maintenance renewal 24/7/365 support via an in-house staffENTERPRISE ARCHITECTUREHigh reliability and scalability mean less downtime, fast response, and having a system you won’t outgrow. Supports single sign on (SSO) Supports high volume Supports centralized and multi-site environments Supports clustering Flexible user interface clients—delivering messagesto staff when and where they work based on theirown individual preferences Compliant with VMware Supports storing data on customer storage areanetwork (SAN) JITC certified11
SMABOUT SPOK, INC.Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Springfield,Va., is proud to be a leader in critical communications for healthcare, government, public safety, and otherindustries. We deliver smart, reliable solutions to help protect the health, well-being, and safety of peoplearound the globe. More than 125,000 organizations worldwide rely on Spok for workflow improvement, securetexting, paging services, contact center optimization, and public safety response. When communicationsmatter, Spok delivers.spok.com/ Spoktweets Spok, Inc. 2014 All Rights Reserved. Spok is a trademark of USA Mobility, Inc. Other names and trademarks may be the propertyof their respective owners.