spok solutions: equipping the healthcare enterprise

SPOK® SOLUTIONS: EQUIPPING THE HEALTHCARE ENTERPRISE

WHY THIS WEBINAR

We heard you: We received feedback that you understand individual Spok solutions, but you want more insight into how they all work together

What sets Spok apart from other options is our suite of solutions for the enterprise

Today we’ll show you how our solutions work together as one to equip your enterprise with critical communication

We’ll show you this from the patient perspective—the person we’re all keeping top of mind

MEET OUR PATIENT

• Jeremy Rogers

• Male

• Age 33

• Experiencing shortness of breath and chest pain

• Has family history of heart disease

PATIENT ADMITPatient Jeremy Rogers admitted to General Healthcare with shortness of breath, chest pain

PATIENT ADMIT — PHYSICIAN COMMUNICATIONS

TRADITIONAL WORKFLOW

Nurse asks operator to page admitting physician; physician is unavailable

Time passes while Jeremy remains in ED

ED physician and admitting hospitalist need to discuss Jeremy’s case

ED nurse asks operator to page admitting physician

Admissions staff updates ADT system

ED physician and admitting physician finally discuss case

COMMUNICATION BREAKDOWN


PATIENT ADMIT — PHYSICIAN COMMUNICATIONS

WITH

Admitting physician presses number in message to connect with ED physician for consult

Admit notification is sent to the admitting

physician’s smartphone

Admissions staff updates the ADT system

Admitting physician gathers information from the ED

physician and is now ready to visit Jeremy

SECURE TEXTING

Secure critical communications on smartphones and tablets

• Message to anyone in your organization’s directory right from the smartphone or tablet

• Look up current on-call staff by role and message to the correct clinician

• Traceable communications and security features like remote message wipe protect patientsBENEFITS:• Improve efficiency and workflows via better information sharing

at critical points

• Incorporate smartphones alongside pagers and other devices for different roles

• Comply with HIPAA, HITECH Act

SPOK MOBILE®

SPOK DEVICE PREFERENCE ENGINE (DPE)

Spok® Device Preference Engine (DPE) empowers clinicians to control how and when they receive messages based on their communication preferences and escalation protocols.

Dr. Wise

For urgent messages only call my cell phone

If I don’t respond in 2 minutes, escalate to Dr. Jones

Escalate

Dr. Jones

For normal messages first try my Spok Mobile device; after 5 minutes try my pager

Time needed to complete a consult request without Spok

0:00 min 1:00 2:00 3:00 5:00 7:30

Physician consult needed

Call Operator Services

Operator Services looks up information, schedules contacts, instructions

Operator manually contacts physician devices

Physician not available

Operator manually escalates

Operator connects with physician

Physicians connected

7:006:30

DPE contacts physician – automatic escalationConsult initiated via DPE

Time needed to complete a consult request with Spok

MINUTES SAVED PER CONSULT

:30 1:000:00 1:30

Physicians connectedSystem finds physician and communication profile

X-RAY ORDERAttending physician orders a chest X-ray for patient Jeremy Rogers

X-RAY ORDER

Staff track down and notify radiology transporter

Phone call made to Radiology by nurse

Chest X-ray ordered by attending physician

Jeremy is taken to Radiology for the chest X-ray COMMUNICATION

BREAKDOWN


X-RAY ORDER

WITH

Radiology transport receives page and Jeremy taken to Radiology for chest X-ray

System triggers a page for transport to Radiology

Chest X-ray ordered by attending physician

PAGING

WIDE-AREA PAGING• Unparalleled reliability for critical communications and disasters• Proven coverage during 9/11, Hurricane Katrina, and the Minnesota

bridge collapse

ONSITE PAGING• Create a private onsite paging infrastructure• Depend on a reliable messaging system and pagers• Leverage rugged pagers designed for medical use

NURSE CALLPatient Jeremy Rogers is back in Room 202 of General Healthcare after X-ray and requests ice chips

NURSE CALL REQUEST




When able, the nurse goes to Jeremy’s room

Staff begins to track down the nurse

Jeremy presses nurse call button from room 202

Request goes to nursing station

Nurse follows up with appropriate action

NURSE CALL REQUEST

Nurse messages attending physician to verify it’s OK for

Jeremy to have ice

Nurse calls Jeremy to determine need (ice chips)

Jeremy hits nurse call button

Notification is automatically sent to nurse’s smartphone with his room number, 202

Nurse messages nursing tech to bring Jeremy ice chips. He receives them quickly; nurse can continuing

caring for another patient

WITH

X-RAY RESULTSAttending physician reviews patient Jeremy Rogers’ chest X-ray results

THE CHALLENGE: TIME TO DELIVER RESULTS

Results are critical – Jeremy’s physician must

be notified

Results entered into hospital’s results

system

• After some phone tag, Radiology speaks with Dr. Wilson about Jeremy

• Dr. Wilson recognizes the need for immediate treatment

• She must contact the appropriate physician for immediate action

Jeremy’s physician, Dr. Wilson

orders a chest X-ray

Radiology techs attempt to contact

Dr. Wilson

25 MINUTES TIME TO COMPLETE THE PROCESS:

START

SPEEDING RADIOLOGY RESULTS WITH SPOK

WITHOUT SPOK: 25 MINUTES TIME TO COMPLETE THE PROCESS:

START

WITH SPOK: 3 MINUTES

Results entered into Spok CTRM system

• Results sent directly to physician's device

• Message transmitted securely

• Includes audit trail

• Physician is able to take immediate action

• Spok system can message directly to Jeremy’s nurse on her wireless IP phone

• Request can be made to administer appropriate medication

Jeremy’s physician, Dr. Wilson orders a chest X-ray

EMR Jeremy Rogers

Results are critical – Jeremy’s physician must

be notified

CRITICAL TEST RESULTS MANAGEMENT

Speeding care by sending critical test results to ordering physicians quickly

• Automate the parts of the CTRM process that cause bottlenecks and wasted time

• Incorporate security measures for protecting sensitive patient information

BENEFITS:• Increase patient safety

• Help ensure Joint Commission compliance

• Improve caregiver, radiologist, and lab technician productivity

• Guard against malpractice lawsuits

Click icon to add picture

V-FIB ALERTRapid Response Team called for a V-fib detected on patient Jeremy




Nurse calls for other staff nearby to assist

Nurse hears the alarm and runs to patient room—

realizes it’s a V-fib alarm

Patient monitor alarm goes off

Care team runs to patient room to begins defibrillation

PATIENT ALARM - V-FIB ALARM

Nurse and team arrive in patient room quickly and

begin defibrillation

Nurse receives urgent priority

V-fib alarm on smartphone. Given the

severity of the alarm, this alert is also sent to the rapid response team’s

devices.

Patient monitor V-fib alarm

goes off

WITH

PATIENT ALARM - V-FIB ALARM

Urgent:V-Fib alertRoom 202

CLINICAL ALERTING

Send alerts from clinical systems like patient monitoring and nurse call to staff’s mobile devices

• Works w/virtually all 3rd-party alerting systems

• FDA 510(k) cleared solution

• Log all messages sent and received

BENEFITS:• Improve patient care with faster response to requests and

changes in vitals

• Make staff work patterns more efficient

• Reduce overhead noise and promote a quiet, healing environment

CLINICAL ALERTINGSENDING ALERTS TO THE APPROPRIATE STAFF

WHAT’S NEXT FOR JEREMY

• The General Healthcare Rapid Response Team quickly arrives in Jeremy’s room and applies corrective electric shock with defibrillator

• Jeremy’s doctors keep him for observation for a couple of days and prescribe beta blocker medication to prevent future V-Fib

• Jeremy is discharged after scheduling follow-up appointments

REVIEW OF JEREMY’S PATIENT EXPERIENCE AT GENERAL HEALTHCARE

• Clinical alerting

• Spok Mobile

PATIENT ADMIT PagingX-RAY

ORDER

• Clinical alerting

• Spok Mobile

NURSE CALL

Critical test results mgmt

(CTRM)

X-RAY RESULTS

Clinical alerting

V-FIB ALERT

SPOK’S CRITICAL COMMUNICATION SOLUTIONS

DIRECTORY CLINICAL ALERTING AND NOTIFICATION

PUBLIC SAFETY SOLUTIONS

MOBILE COMMUNICATIONS

PAGING CONTACT CENTER SOLUTIONS

SCHEDULING EMERGENCY NOTIFICATION

ALARM MONITORING


DIRECTORY CLINICAL ALERTING AND NOTIFICATION




EMERGENCY NOTIFICATION

ALARM MONITORING

• Heart of Communication System

• Source of Truth for Contact Information

• Collaboration Point for Patient Care Team

SCHEDULING


CLINICAL ALERTING AND NOTIFICATION





ALARM MONITORING

• Incident Management

• Emergency Notification

• Radiology, Lab, Cardio, Other

• Nurse Call

• Patient Monitoring

DIRECTORY

SCHEDULING







ALARM MONITORING

• 9-1-1 Call-Taking and Dispatch

• Enhanced 9-1-1

• NG9-1-1DIRECTORY

SCHEDULING







ALARM MONITORING

• Secure Messaging on a Smart Device

• Care Team Communication and Collaboration

• Driving Critical Information Directly to the Point of Care

DIRECTORY

SCHEDULING







ALARM MONITORING

Wide-Area Paging

• One-Way and Two-Way Messaging

• ReadyCall Waiting Area Pagers

• Paging Management Services

• Redundancy with 99.92% Uptime

• Local-Area Paging

DIRECTORY

SCHEDULING







ALARM MONITORING

• Operator Console

• Web-Based Directory

• Speech Recognition • Call Recording and

Quality Management

DIRECTORY

SCHEDULING






SCHEDULING EMERGENCY NOTIFICATION

ALARM MONITORING

• On-Call Scheduling

• Staff Assignment

• Care Team Availability

DIRECTORY







ALARM MONITORING

• Group Alerting• Audit Trail• Escalation Management

DIRECTORY

SCHEDULING







ALARM MONITORING

DIRECTORY

SCHEDULING

Non-Clinical Alerts on Mobile Devices

• Building Management

• Security

• Fire Alarms

• Location Tracking

• Door Alarms

• HVAC

• IT System Monitoring

SOLVING CORE BUSINESS CHALLENGES THROUGH COMMUNICATION SOLUTIONS

Spok Data RepositoryContact Information,

Scheduling, Preferences

PATIENT EXPERIENCE AND SATISFACTION SCORES

REIMBURSEMENTS VS. OVERALL COSTS

STAFF AND WORKFLOW EFFICIENCIES

CAREGIVER / PHYSICIAN COLLABORATION

PATIENT SAFETY AND QUALITY OUTCOMES

PHYSICIAN TO PHYSICIAN COLLABORATION

Spok’s Messaging andWorkflow Engine

PAGER

REMOTE MONITORING DEVICES

DIGITAL SIGNAGE WHITEBOARD

SMARTPHONESTABLETS

RADIOLOGY

WIRELESS TELEPHONY

STAFF MEMBERS

STAFF MEMBERS

CLINICAL SYSTEMS INTERFACES

LET’S GET IN TOUCH!

Learn more:

CASE STUDIES VIDEOS

We’d love to hear from you!

[email protected]

http://www.spok.com/resources/customer_case_studies

http://www.spok.com/resources/videos





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