RESULT ! The easy way to deliver the message

1. RESULT ! The easy way to deliver the message An NHS Lothian GUM Clinic Case Study Alan Hush – Telecomms Manager NHS Lothian & NHS Borders

2. Alan Hush -Telecomms ManagerNHS Lothian & NHS Borders • 16 Years NHS Experience • Responsible for all voice services in NHS Lothian & NHS Borders areas • NHS UK-wide representative on GTM • NHS Scotland representative for NHS PASA UK-wide Voice, Video & Data Procurement Framework Contracts

3. Relax…. Have you heard the one about….?

4. Are my Test Results back?

5. Telecommunications Services • Managed Voice Network Service provided by Cable & Wireless covering 42 sites throughout NHS Lothian • Direct Dialling Inwards to all 12000 extensions • Partially Centralised Telephone Operator Service • Telephonists answer 12000 calls per day • 4000+ Internal Calls with many requests for Internal Directory Information • Reluctance to use On-Line Telephone Book for Internal & External Directory Enquiries

6. How can we improve? • Hire more Telephonists? • Encourage greater use of On-Line Phone Book? • Provide a printed Phone Book? • Manage internal users expectations? • Be Innovative…..?

7. Innovation…. in the NHS ? • We are good at managing change • We have the expertise to introduce new technology • OK, what should we do?

8. Anything else? • GUM Clinic Test Results • Nursing staff take calls from patients to read results • Any ideas how we can improve? • Can Telecomms contribute to Patient Care? • Yes we can

9. Improve telephone call handling times Improve quality of service Improve internal directory searches Allow for future expansion Automate the GUM results reporting service Streamline the Patient’s experience Allow Patient Anonymity Ensure Confidentiality The Brief

10. NHS Lothian – GU Medicine Clinic • Serves 800,000 people • 45 Staff • Highest rates of STI’s since the 1940’s • Excellent patient care at Clinic • Poor results reporting service, limited to week-days between 2 & 4pm • Labour intensive

11. GUM Results Reporting Service • Options explored • Text Messaging • Extra Phone Lines • Secure Internet Site • Telephone call queuing system • Any other suggestions?

12. Internal Telephone Directory Service • Options Explored • Increase staffing • Improve on-line phone book • Produce a printed phone book • Any other suggestions….?

13. Telephonetics Contact Portal • Could one “box” possibly address our complex and varied requirements? • Can GUM Medical, Nursing and Administration staff work with Telecomms & IM&T staff to share the technology that would provide both groups’ users an improved quality of service? • Of course we can!

14. GUM Results Reporting Service • Callers dial the Contact Portal • Enter unique identification code • Enter DOB • Listen to their test results any time of day • Option to speak to a professional • Option to make a follow up appointment • System receives up to 100 calls per day

15. GUM Experience & Feedback • Patients are happy to use the service • Reduction in telephone calls results in better use of staff time • Ensures Patient Confidentiality • Easy to use and administer • What else can it do for us….?

16. 0844 822 1000 • Ask for Alan Hush • Ask for the Telecomms Department • Note that the system responds “calling Telecommunications” (not Telecomms) Give it a try sometime

25. Thank you for your time….any questions? • Alan Hush Telecomms Manager NHS Lothian & NHS Borders 39 Lauriston Place Edinburgh EH3 9HA t- 0844 822 1000 e- alan.hush@nhs.net