VoiceGate Presentation

VOICEGATE
Packaged Applications with Purpose!
AGENDA
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VoiceGate Corporate Overview
HealthCare Customers/Applications
“Automated Reminder” Application Overview
Product Functionality
Results/Metrics
Pricing/ROI Review
Open Discussion
VoiceGate Overview
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Founded in 1980
Award Winning Voice Processing Leader
To date over 6,000 solutions deployed
World Wide
Mitel Supplier and Integrator
Products Include;
–  Nurse Call Incident Monitoring and
Reporting
–  Voice Auto Attendant/Mail
–  Call Recording
–  Outbound Voice, Email, Fax and SMS
services (eResponse)
Multiple Platform Offerings (Premise
Based, Outsourced Services, Hybrid)
Packaged and Customized Applications
Your in Good Company
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RCMP
Public Safety &
Emergency Preparedness Canada
Town of Quinte West
City of Winter Park (Florida)
University of Toronto
Windsor University
Iowa State Fair
Disney Enterprises
HealthCare Customers
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Windsor Regional Hospital
UHN (TGH/PM/TW)
William Osler
Quinte – Hosted Service
Timmins - Bilingual
Huron Perth
Thunder Bay Regional
Chatham – Kent
HSN/NEON (Bilingual) Multi - Site
Hamilton Health*
Awards/Roll-Outs – 2014/2015
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Rouge Valley (Co-Awarded with PatientWay)
Osler - Hospital Wide Rollout
UHN – Clinic Rollouts
BlueWater Health
St. Joe’s (Toronto) – Mental Health
Saskatoon - MRI Reminder/Screening
Windsor – Smoking Cessation Follow-Up
Windsor – Staff Call-In Prototype
Quinte – Collection Reminders – 2014/2015
Application Overview - Reminders
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Appointment “Call” File
Downloaded to System
Outbound Dialing/SMS/Email
When Call Answered system
leaves a “personalized” message
Can Leave different messages
depending on call interaction
(based on Privacy Rules/Client
Identification, Q&A Responses, etc)
Application Overview
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Daily Reports on Call Activity/
Responses/Surveys
Retries can be configured by
incidents (busy, no answer,
voicemail delivery, etc)
Automated Email Reports
Delivery
Product Functionality
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Web Based Campaign Interface
Automated File Exchange
Multiple Appointment Capability
TTS Engine/Hybrid Voice (Multilingual Optional)
Inbound Application Capability
Hybrid Hosted Ability for “Surge” Mgmt
Meditech (Magic or CS)/Cerner/McKesson
Integration Options
Product Functionality
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Optional Interaction with Patient:
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Yes/No – Q & A’s
Call Transfer
Voice Message Recording
VoiceGate Product Structure
eResponse (Emergency)
•  Dialing/SMS/Email
Reminders/Survey
Staff Call-In
•  Multiple
Appointments
•  Multiple CBA’s
•  TTS or Hybrid
Voice
•  Paper and/or
Computer based
•  Event Reporting
•  Privacy Rules
Settings
•  “Human” Call List
Mgmt/Filters
•  GIS Interface Option
•  Q & A’s/Reporting •  PIN #’s
•  Call Transfer/Voice
Recording
•  Emergency “Templates”
•  Database Management
•  Real Time “Dashboard”
•  Premise, Hosted or
Hybrid Options
•  Rostering
•  Centralized and/or
•  File Transfer/Real
De-Centralized
Time Integration
Environments
•  Customization
Applications
Make Lives
Easier!
HealthCare
Solution
Internet
Phone
Pager
LAN
Text
VoiceGate Application
“Portal” Server
LAN
Patient/Staff
Scheduling
Data Base
Privacy
Implied Consent
¨  Establish Correct Patient
¨  Secondary Message (Incorrect Person/Voice Mail)
¨  No Voice Mail Message
¨  Permission Based Calls (Opt In)
¨  “Do Not Call” Lists
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Results/Metrics
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UHN (Toronto General, Toronto Western and Princess Margaret
Hospitals)
¤  Over 40% Reduction in Mammo No-Shows
¤  Re-deployment of .5 FTE
¤  Noticeable Wait Time Reductions in some modalities
Windsor Regional Hospital
¤  42% Reduction in Ultrasound No-Shows
¤  Re-deployment of .6 FTE – claim that this re-deployment
(combined with some other initiatives) aided in a 50%
Reduction in MRI wait times
Results/Metrics
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William Osler
¤  Reduced 1 FTE by Attrition/Re-Deployed 1 FTE
¤  12% No-Show “Average” Reduction
Quinte
¤  15% - 44% Reduction in No-Shows for 5 Modalities
¤  92% of Patient’s had a “positive” response to the reminder
Huron Perth
¤  Part of MRI Roll-Out – 20% to 30% no show reduction
Hamilton Health Ultrasound Pilot
¤  Only 1 of 140 Patients Surveyed said they did not find the
reminder useful
Quinte Patient Survey
Q. 5 Did you find this reminder call usefeul?
32
35
30
14
m
og
r
No
No answer
M
N
S
M
am
Modality
Yes
3
1
0
ap
hy
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1
U
T
0 1
I
3
0
M
R
4
C
1 1
10
7
U
na
ss
ig
ne
d
5
0
ar
di
o
15
10
C
Number
25
20
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HHS Patient Comments
“Thanks for the reminder"
"Good system"
"The telephone call made me feel that the hospital was really interested in me.
Thank you"
"Works Great!"
"Very helpful"
"Very efficient, Thank you!"
"Very helpful, did not know about appt. until reminder call"
"Thank you for this reminder!"
"We think its great to get the reminder call"
"Great system. Appreciated Call"
"Very Good idea"
"Great insurance for patient compliance"
"very straight forward, easy to understand"
"Was happy to get a call had been waiting for two months"
"Thank you!"
Overall Costing Options
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Premise Based
Purchase
Managed - “ charge per port”
Managed - “ charge per appointment”
Hosted/ASP
Charge Per appointment
Includes all telephony costs/maintenance
Hybrid
Possible in any solution mix
ROI for Different Hospitals
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Make Few or No Calls
ROI in Reduced No – Shows (Tech Fees/Incremental
Funding/Idle Time) and Wait Times
Make Calls/Send Letters
ROI in Re-Deployed Staff Efforts/Attrition/Cost
Avoidance
Improved Accuracy of Information/Electronic Audit
Focus Staff Efforts on Re-Schedules/Filling Cancelations,
etc
Cannot Complete All Calls/Pick Their “Spots” – ROI is a
combination of above
Overall Health Care Benefits
Fiscal Accountability
•  “Savings” from missed
appointments/Improve
Medical Staff
Productivity
•  Reduce/Eliminate
“Tedious” Manual
Calling Efforts/focus on
“results” of the
automated system
•  Makes calls when
patients are more likely
at home/unlimited retries
•  Info Accuracy/Electronic
Audit
Technology
Leadership
Enhance Patient
Experience
•  Easy to use Web •  Aid in Managing
Interface
Patient Wait Times
•  Multi Modal •  Improve Customer
Phone/Email/SMS Service
•  Multiple
Campaigns/
Cliniccan be
added on the
same platform
•  Maintain
Downstream
Appointment
Journey
•  Reduce Health
•  eResponse - Code Liability
“Orange”
•  Doctor/Specialist
Capability
Retention
•  Staff Call-In
Capability
Customer Equipment
Requirements – Premise Based
“X” Analogue/Digital extensions from PABX
q  Network connectivity*
q  Firewall access
q  Rack space
q  Power
q  Cabling between server and termination point
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Need for Hosted/ASP as well
Customer Requirements
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Script Definitions
q  “Variable”
Information Needed (Name, Date, Time,
Modality, etc)
q  Define Privacy “Rules”
Produce Report/File for File Transfer (CSV Preferred)
q  Work with VoiceGate to create File Transfer
Methodology
q  Testing of all of the above
q  ** 2 to 4 Days of IT effort over entire project**
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VoiceGate Differentiation
Canadian Based Company
Strong HealthCare Presence and Focus
Voice Processing is our “Core” Business
Best Practices/Knowledge for Patient Interaction
Flexible Call Interaction based on Requirements, Privacy
rules, Bilingual - Canadian French, etc.
Email, SMS, Fax, Pager
Premise, Hosted and “Hybrid” Offerings
Multiple “Packaged” Applications
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Reminders (Appointments, Collections, Medication, etc.)
Post Discharge Follow-Ups/Surveys
Staff Call-In
Emergency Preparedness
Kiosk/Pre - Registration Integration
THANK YOU !
Outbound IVR Applications – Health Care
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Appointment/Wait List/Preparation Reminders
Post Discharge Follow-Ups/Satisfaction Surveys
Staff “Call-In”/Roistering
Collection Reminders
Medication Reminders
Emergency
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Fan Outs – Code “Orange”/”Green”
Quarantine/Exposure Alerts
Surge Response
PatientWay Overview
Express Check-In Kiosks
¨  Online Pre – Registration
¨  Wayfinding
¨  Direct Hospital System Integration (Meditech,
McKesson, Cerner)
¨  80% of Ontario’s Install Base
¨  Can Work with other Kiosk Vendors “Products” if
required
¨  Integrated with VoiceGate Services for Reminders
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