Mount Auburn Hospital Medical Staff Quarterly September 16, 2010

1. Mount Auburn HospitalMedical Staff QuarterlySeptember 16, 2010 Agenda Items: o Paging Tools Bob Todd, Director IT Mount Auburn Hospital rtodd@mah.harvard.edu

2. Information References on Mount Auburn Intranet http://home.caregroup.org (As of Oct 17 –http://portal.mah.harvard.edu) ‘General’ Tab/”Telecommunications”/”Pagers” Today’s Presentation is Posted Here As Well Terminology Pager Management Options Intranet Telephone Telecommunications Department Mount Auburn “AMCOM” System vs Vendor USAMobility Remote Access from Outside the Hospital Future Plans Paging Tools

3. http://portal.mah.harvard.edu “General” Tab Pagers Telecommunications

4. Pager ID or Messaging ID: 4 Digit ID Assigned to Pagers by Mount Auburn Telecommunications AMCOM: The Vendor and Software for Mount Auburn Paging. USAMobility: Vendor for “Long Range” pager rentals. Pages broadcast via the vendors national transmitter network. http://usamobility.com Inhouse/Short Range Pager: Pagers owned by Mount Auburn with Transmission broadcast via Mount Auburn’s in-house transmitters. Pager Status: 1) Available on page. 2) Available, page emergency only. 4) In OR, messages being stored. 5) Unavailable, messages being stored. 6) On Vacation, call page operator. Exceptions: Rerouting of Pages Coverage: Forward pages to another Pager ID Referral: Direct users to a phone # to dial Page Block: Prevent pages from being sent to a Pager ID Directory Information: Name, address, title, department/contact information on file with Mount Auburn Hospital Telecommunications Department Pager Terminology

5. Access Method: http://portal.mah.harvard.edu “Pager” Icon Atop Screen “Personal Profile” Tab Enter Your 4 Digit Mount Auburn Pager ID and Your Password Items You Can Manage Here Review “Directory” Information on file with Telecommunications Pager Status Exceptions Review pages sent to your pager Change Your Password Pager Management: Intranet

6. Intranet: Status Change

7. Intranet: Exception Management

8. Access Method: Ext 5110 (or 617-499-5110 from outside the hospital) Enter “*” and Your 4 digit Mount Auburn Pager id (Ex *7002) Enter Your Password Items You Can Manage Here Pager Status Exceptions Record a “Name” to be heard by those paging you via phone Suggestion “Dr. John Smith, Pager ID 7002” Change Your Password Pager Management: Telephone

9. Access Method: Pager Operator at Ext 5005 (617-499-5005 from outside the hospital) For Exceptions, Loaner Requests, and Brief Questions Contact Dorothy Williams or Bob Todd for: Project Requests Directory Modifications Password Related Issues Located on the 6th Floor of The Needham Building – Only Accessible Via Elevator Bank “A” Items You Can Manage Here All Aspects of your Account Pager Management: Telecommunications Dept

10. Recommendations In Most Case use MAH’s AMCOM for Paging Recognizes Exceptions and Statuses Records Pages in Accessible Logs MAH Telecommunications can monitor errors and alerts Most of MAH Telecommunications management is lost without AMCOM Uses for USAMobility Mobility Significant MAH Telecommunications Downtime: Only if MAH Telecommunications Primary and Backup Systems are down. Does not recognize Exceptions, Statuses, Informal Situations on file with MAH Telecommunications. Note: Some Answering Services Use USAM services Email to Pager: Just Use Subject line and email to 10 digit pager number@usamobility.net Limited capacity. Full email will not transmit Carbon Copy: Echoes Page to an email or SMS TXT capable device. MAPS Practice Manager or USAM Can Assist with this. Additional monthly Fees AMCOM vs USAMobility

11. Remote Access: 617-499-5110 for “Telephone” features SSL VPN Required for “Intranet” features Remote Intranet Access from Outside the Caregroup Network Requires “ITS” Caregroup Username/Password Same credentials used for Outlook Email and CITRIX access See Instructions in the “Pager” Menu of the Telecommunications intranet page of Mount Auburn Hospital Remote Access to AMCOM

12. Paging to Smartphones Pilot Now vs SMS Test Messages Message Length less than pagers Messages are Low Priority for Wireless vendors Vendors May Interpret as SPAM Limited Coverage within Structures and Rural Areas Smart Phone “App” AMCOM and USAMobility are Beta Testing Significant Progress Still need to address coverage issues Tiered Communications Add priority to messages Allow staff to designate contact method based on priority Pager, cell, email, home phone, other phones How long until escalation Confirmation option Pilot now with HHAN system for MAH EOC Disaster Team Future Plans