Responding to the
Healthcare Market
with Avaya Aura™
Enablement
Mark Wechsler
Healthcare Program Director, North America
The Heartbeat of Intelligent Communications
Agenda
Business Challenges
Faced by Healthcare
 Communications Evolution
 Avaya Aura™
 Meeting the Healthcare
Communication Challenge
 Wrap-up

© 2009 Avaya Inc. All rights reserved.
2
The Heartbeat of Intelligent Communications
Business
Challenges
Faced By
Healthcare
© 2009 Avaya Inc. All rights reserved.
3
Business Challenges
Faced By Healthcare
Key Issues motivating change for Payers and Providers
The Heartbeat of Intelligent Communications
Improving
Quality of
Patient Care
 Simplifying patient access to payer/provider services
Increasing
Patient/Member
Satisfaction
 Simplifying patient access to payer/provider services
 Enabling effective provider and payer communications
 Balancing between responsiveness and service costs
 Providing multi-channel communications channels
for provider/patient/member/customer access
Expanding
Healthcare
Services
 Extending services to the underserved and rural community
Providing Reliable
Secure Information
Transport
 Enabling reliable, secure, and regulatory compliant services
 Expanding to address patient medical home & ambulatory markets
 Building new offerings to meet market needs
 Facilitating interoperability between Payer, Provider, and Patient
 Supporting true device and media independence
© 2009 Avaya Inc. All rights reserved.
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The Heartbeat of Intelligent Communications
Healthcare
Communications
Evolution
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5
Business Challenges
Faced By Healthcare
The Evolution of Features and Functions
Network-Centric
Services
The Heartbeat of Intelligent Communications
Organization-Centric
Services
User-Centric
Services
User
Empowerment
Customer Svc
Collaboration
Enhanced information
exchange – reducing
cost of care
Mobility
Intelligent contact
management meeting
patient needs
Value
Voice, Video, Data
Improving
productivity –
increasing
quality of care
Tele-Network
Flexibility and
convenience –
reducing cost
Voice & data transport –
reliability at the core
Stand-alone mgt
Site-specific services
Increased efficiency –
doing more with less
Heterogeneous mgt
Site-specific services
Non-heterogeneous Mgt
User-specific apps
© 2009 Avaya Inc. All rights reserved.
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Business Challenges
Faced By Healthcare
The Evolution of Technology
Applications
Infrastructure
Legacy Utility
The Heartbeat of Intelligent Communications
Converged Facilities
TDM & Analog
 Switch-specific administration
 Site specific dial tone
 Separate voice and data
services
 Limited wireless and mobility
(voice or data)
Network - Centric




IVR “patient traffic” gateways
Uni-directional speech access
Voice mail
Asynchronous Messaging
TDM, Analog, & IP





Heterogeneous integration
Enterprise dial plans
Site specific applications
Integrated voice/data
Basic IP presence services
Organization - Centric





Standalone video services
In-building mobility (voice, data)
Site-dependent collaboration
Reactive contact center services
Simple device (e.g., nurse call)
integration
 Call control
 Number portability
 Asynchronous messaging
Avaya Aura™ Business
Enabled Services
SIP- Enabled Services
 Integration of non-heterogeneous
systems
 Core Trunking and tail-end hop-off
 Networked messaging
 Centralized multi-vendor services
 Network-available application services
 Enterprise-wide consistent services &
function
 Borderless connectivity & services
User-Centric
 Device independent information acquisition
and access
 Enterprise mobility (voice, data, apps)
 Integrated skills based call routing
 Proactive call center applications
 User specific services & control
 Device, Application, and System (e.g.,
EMR) integration
 Telepresence
 Context based messaging
 Real time, synchronous messaging
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Typical Healthcare
Provider Silos
The Heartbeat of Intelligent Communications
Nurse
Triage
PHR
EMR
Scheduling
Call
Mgt
Patient
Billing
ADT
&
Registration
Clinicals
Pharmacy
Labs &
Results
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Enablement Opportunities
The Heartbeat of Intelligent Communications
Improving Quality



Driving efficiency and accuracy are key elements in support of demands for healthcare reform
Improving information delivery and communication accuracy reduces medical errors
Real time access to information and resources is critically linked to the quality of care delivery
Enhancing Satisfaction



Improving self-service applications for patient, provider, and payer requirements accelerates the
care delivery system
Real time resource identification and communication positively impacts patient and care delivery
resources
Improving cross-organization (e.g., Payer to Provider) communications reduces cost
Extending Services



Call center proactive capabilities to drive 1st call resolution key to driving down cost
Enabling Telemedicine (in-home, underserved areas) required to improve revenue streams and
reduce costs
Enabling and leveraging remote professional, administration and support resources drives down
cost and enables new services
© 2009 Avaya Inc. All rights reserved.
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The Heartbeat of Intelligent Communications
Avaya AuraTM
© 2009 Avaya Inc. All rights reserved.
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Today’s Complex
Healthcare Architecture
The Heartbeat of Intelligent Communications
Video
Systems
Contact
Centers
Communication
Systems
Enterprise
Applications
Conferencing
Services
Data
Centers
Communication
Systems
© 2009 Avaya Inc. All rights reserved.
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Avaya Aura™ Simplifies
Communications
Enabling Integration of Non-Heterogenous Systems
Collaboration
Apps
Avaya
The Heartbeat of Intelligent Communications
Data Centers
Video
Apps
Avaya Aura™
Communication
Manager
Pasadena
Business
Apps
Pasadena
Apps
Integrated
SIP
Trunking
Avaya Aura™
Contact Center
Session
Manager
Enterprise
Network
Contact Center
San Francisco
San Francisco
Cisco
Cisco
LA
Avaya
Contact Center
Sausalito
Nortel
San Diego
Siemens
Orange Cty
Roseville
LA
Avaya
Users
anywhere
Contact Center
Sausalito
Nortel
San Diego
Siemens
Roseville
Orange Cty
Flexibly connect users, applications and systems enterprise-wide
© 2009 Avaya Inc. All rights reserved.
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Avaya Aura™
The Heartbeat of Intelligent Communications
Avaya one-X®
UC All Inclusive
Communication
Manager
Application
Enablement
Presence
System
Manager
Session Manager
Avaya Aura™
Scalable voice & video foundation
 Easy to install and manage
SIP + Presence + Web Services
holistically
 Evolutionary path protecting
existing investments
 Comprehensive support and
remote management services
Open multi-vendor integration
Midsize to largest enterprise
Single-site, branches, multi-site
© 2009 Avaya Inc. All rights reserved.
13
The Heartbeat of Intelligent Communications
Meeting the
Healthcare
Communication
Challenge
© 2009 Avaya Inc. All rights reserved.
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Meeting the healthcare
challenge with Avaya Aura™
The Heartbeat of Intelligent Communications
From the Patient’s View
 Enhancing patient experience
– Improving the quality of care
• Consistent access to Provider & Payer
Services
• Increasing access to departmental / clinical
resources
–
Increasing patient satisfaction
•
•
•
•
•
–
Speech and web self service
Patient choice
Real-time access to knowledge
Increased first-call resolution
Proactive Provider/Payer/Patient outreach
Expanding Services
• Care access at the point-of-patient rather than
at the point-of-provider
–
Reliable Information Transport
• Multi-channel/Multi-device
• Closed-loop communication
© 2009 Avaya Inc. All rights reserved.
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Example: Patient Scheduling
Inefficiency and inconsistency impacts patient satisfaction
The Heartbeat of Intelligent Communications
Inability to Locate and Communicate
With Right Resources, Right
Information, and Right Time
 Outpatient / Ambulatory
Scheduling frequently
inefficient, time
consuming, and
frustrating for the patient
Scheduling
Physician
Offices
 Multiple, complex IVR
IVR
Hospital
& Test
Facilities
selection trees
–
Confusing to nonmedical staff
–
Error prone
 Coordination with PCP
and Payer adds to the
difficulty
Information
IVR
Scheduling
Scheduling
Scheduling
Payments
& Billing
Financial
Assistance
Provider
Scheduling
© 2009 Avaya Inc. All rights reserved.
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Example: Patient Scheduling
Avaya Aura™ enabled efficiency enhances
patient satisfaction
The Heartbeat of Intelligent Communications
Communications
Applications
 Centralized profile mapping people
to communications applications
 Centralized applications yield
common, easily accessible
information
 Network-enabled self service
Scheduling
Physician Access
Information
Claims
Clinic Services
applications place the patient “in
control”
Avaya Aura TM
Session
Manager
 Presence enabled access to
available and capable knowledge
resources
Billing
ICR
 Information and resources
networked enabled rather than
network inhibited
Simplifying patient access to resources and services
enables active participation in the healthcare process,
reducing cost, and improving the quality of care
© 2009 Avaya Inc. All rights reserved.
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Meeting the healthcare
challenge with Avaya Aura™
The Heartbeat of Intelligent Communications
From the Provider’s View
 Enhancing the provider’s business
– Improving the quality of care
• Communication between caregivers ‘without
borders’
• Consistent features/functionalities improve
productivity
• Enhanced collaboration and information access
accelerate care
– Increasing patient satisfaction
• Self-service placing the patient “in control”
• Proactive and preemptive patient support
– Expanding Healthcare Services
• Borderless connectivity and services
• Sticky applications and numbers for mobile care
givers
• Virtual access and presence enabling remote
care delivery
– Reliable Information Transport
• Enterprise functionality regardless of local
• Device & media independence enabling
information access anytime and place
© 2009 Avaya Inc. All rights reserved.
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Example: Provider
Communication Breakdown
The Heartbeat of Intelligent Communications
Provider Communication Failures
Account for 66% of Harm To Patients
Consults & Assists
 Inability to be notified of
key patient data and to act
on it “in time”
Clinical Applications
Lab Tests
 Difficulty identifying and
collaborating on critical
subjects
Patient
Clinicals
Nursing
EMR
 Information overload
Diagnostics
 Lack of access to
available, knowledgeable,
and available personnel
Specialists
Support Services
© 2009 Avaya Inc. All rights reserved.
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Example: Provider
Communication Breakdown
Avaya Aura™ simplifies and assures information delivery
The Heartbeat of Intelligent Communications
 Presence enables identification of
Results
Notification
– Rapid identification of correct
MM
Resource
Finder
CM
VP
System
Manager
Custom Apps Platform
resource via key attributes
relative to the need
– Enterprise wide service
supporting mobility and access
Avaya
 Customized applications remove
latency associated with notification
of key information
Application
MX
available resources
Consult &
Assist
Session
Manager
AuraTM
Core
Session
Manager
Media
Servers
Session
Manager
Connection
SIP
Presence
– Rapid, accurate response
reduces medical errors
 Simplified dialing plans and number
portability enhance ease of use,
productivity, and efficiency
Support Services
Critical Care Givers
Specialists
Nursing
Access
Improving The Quality Of Care With Real Time Ability To Access
The Right Resources And Information
© 2009 Avaya Inc. All rights reserved.
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Avaya Aura™ Presents the
Opportunity For A Wide Range Of
Communication-Enabled Services
 Patient Health
–
Wellness Management
–
Chronic Care Management
 Proactive Notification
–
Appt Reminder / Confirmation
–
Family Finder / Communicator
–
Meds & Immunization
–
Pre-op Instruction Notification
 Self - Service
–
In House Visitor Information
–
Education Scheduling
–
Information Hotline
–
Prescription Services
–
Concierge
 Healthcare Environmental Services
–
Security Touring
–
Building Alarms and Notifications
–
Security Messaging
 Professional Employee Support
–
Performance Notification (JCAHO)
–
Benefits & Enrollment
–
On/Off Boarding
The Heartbeat of Intelligent Communications
 Clinical Communication Services
–
Real Time Resource Locator
–
Nurse/Physician Communicator
–
Cat Lab Emergency Manager
–
ED Resource Manager
–
Consult Manager
 Telehealth
–
Video Contact Center
–
Virtual Specialist
–
Patient Follow-up
–
Telehome medical services
 Clinical & Business Administration
–
Voice Communicator
–
Lab Test Reporting
–
Patient & Exam Room Notify
–
Order Management
–
Patient Monitoring
–
Case Referral & Handoff
–
Medical Transport
© 2009 Avaya Inc. All rights reserved.
21
The Heartbeat of Intelligent Communications
Wrap Up
© 2009 Avaya Inc. All rights reserved.
22
Today’s Business Drivers
Demand Greater Communication
System Efficiencies

Quality of Care
–

Enabling access to the right information, the first time, and the right time
Expanding Services
–

Improving information exchange between Patients, Providers, and
Payers
Patient Satisfaction
–

The Heartbeat of Intelligent Communications
Evolving to
User-Centric
Services
Enabling resources to support and deliver services independent of their
physical location
Reliable, Secure Communication Transport
–
Compliant with the maze of regulatory requirements necessary to assure
privacy, accuracy, and security
–
Demanding the flexibility and serviceability drive highly cost effective
information transport and networked services.
Evolving to
SIP- Enabled
Services
© 2009 Avaya Inc. All rights reserved.
23
Avaya Aura™ Provides
the Path To Enablement
The Heartbeat of Intelligent Communications
Improving Quality
Enhancing Satisfaction
Extending Services
 Driving efficiency and
 Improving self-service applications for patient,
 Call center proactive
accuracy are key elements in
support of demands for
healthcare reform
 Improving information
delivery and communication
accuracy reduces medical
errors
 Real time access to
information and resources is
critically linked to the quality
of care delivery
provider, and payer requirements accelerates
the care delivery system
 Real time resource identification and
communication positively impacts patient and
care delivery resources
 Improving cross-organization (e.g., Payer to
Provider) communications reduces cost
capabilities to drive 1st call
resolution key to driving down
cost
 Enabling Telemedicine (inhome, underserved areas)
required to improve revenue
streams and reduce costs
 Enabling and leveraging
remote professional,
administration and support
resources drives down cost
and enables new services
Communication
Manager
Application
Enablement
Presence
System
Manager
Session Manager
Avaya Aura™
© 2009 Avaya Inc. All rights reserved.
24
The Heartbeat of Intelligent Communications
Thank You
Mark Wechsler
mwechsler@avaya.com
(908) 696-5607
© 2009 Avaya Inc. All rights reserved.
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