HEALTH CARE SUCCESS STORY

ShoreTel and Reigersbos Primary Health Care Centre Reigersbos Primary Health Care Centre Embraces Patient-Friendly Communications

CHALLENGE

• Deployascalable,cost-effective,“futureproof”andaboveallreliablesystemtofacilitateflexiblecommunicationbetweendoctors,nursesandpatientsinabrandnewfacility.

SOLUTION:

• ShoreTel’sUnifiedCommunicationssystemwitheasy-to-usefeaturesthroughtheShoreTelCallManagerinterface,and50ShoreTelIPTelephones.

BENEFITS:

• AreliableIPtelephonesystemwhichenablesseamlessmanagementoftheflowofinboundcalls.Patientcallsareansweredpromptly,improvingtheflexibilityandqualityofservice.

• ImprovedaccesstoallstaffthroughfeaturesavailableinShoreTelCallManager,suchasFindMe,FollowMeandOfficeAnywhere.

• Significantcostsavingswithinjustafewmonthsafterthedeployment.

• Quickandeasyscalabilitysupportsfutureneedsandadvancedfeatureswithoutforkliftupgrades.

ReigersbosPrimaryHealthCareCentretakesprideintherangeandqualityofhealthcareservicesitoffersitslocalresidents,caringforitsneighboursfrombirthandservingasthecentralpointofaccessforalifetimeofhealthcareneeds.Foraneffectivedeliveryofitshealthservices,Reigersbosneedsanefficientandreliabletelephonysystemtomanageenquirieseffectivelyandrespondtoemergencycallsquicklyandreliably.Thecentre’semployeesandpatientsrelyheavilyonthecommunicationssysteminordertobookappointments,askforadviceandcallforhelpwheninneed.

Communication helps save lives

Facinganout-of-dateEricssonphonesystem,PetraDonker,centremanageratReigersbosPrimaryHealthCareCentre,waslookingtodeployanewsystemtoprovideaflexibleandfeature-richplatform

forgrowth.Asthreeofthecentre’sofficeswereconsolidatingintoonebuilding,Ms.Donkerdecidedthatthemovepresentedtherightopportunitytomigratetoanewsystemandimprovecommunicationsthroughoutthecentre.“Weneedareliableandflexiblecommunicationsystembecausepeople’slivesmaydependonensuringthatemergencycallsconnectquicklytotherightperson,”Ms.Donkersaid.“Also,thequalityofroutinedailyservices,suchasbookingappointments,reassuresourpatientsthatwe’retherewhentheyneedus.”

Whenitcametochoosinganewsolution,ReigersbosHealthCentrewaslookingforacost-effective,scalablevoiceoverIPsystemthatwouldaccommodatefuturegrowth,includingfullyintegratedunifiedcommunications(UC)features.Thehealthcentreisapublicorganisation,mandatedtomanageitslimitedfundseffectively.

ReigersbosPrimaryHealthCareCentreisapublichealthcarecentreintheresidentialSouthEastofAmsterdaminTheNetherlands.Itoffersawiderangeofprimaryhealthservices,includinggeneralpractitioners,apharmacy,psychologicalandphysiotherapeuticcare,childcare,andmidwifery.ReigersbosPrimaryHealthCareCentreisoneofthesixbranchesoftheAssociationofHealthCentresforSouthEastAmsterdam(GAZO).

Success Story: ShoreTel and Reigersbos Primary Health Care Centre PAGE 2

Inaddition,itwaslookingforascalablesolutionwhichcouldbedeployedattheotherfivebrancheseasily,withoutincurringfurthermajorcosts.

ShoreTel proves cost effective and highly scalable

ReigersbosconsultedBLMC,aDutchprojectmanagementspecialistcompanyforguidancethroughouttheprocurementprocess.Aftercomparingoffersanddemosfromseveralvendors,ShoreTel’ssolutionprovedtobethebestmatchintermsofcost-effectivenessandscalability.

TheShoreTeldeploymentattheReigersbosHealthCentreincludesShoreTelVoiceSwitchE1k,model90BRIforISDN-2linesandShoreTelVoiceSwitch60foranalogueandIPports.ThecentrealsoleveragestheintegratedShoreTelPersonalCallManagerwithfeaturessuchasFindMe,FollowMeandOfficeAnywhere.

ReigersbosPrimaryHealthCareCentreworkedwithShoreTelandDutchpartnerGlasbergen,toinstallthenewsystem.Employees,particularlydoctors’assistantswhousethesystemmostheavily,attendedtrainingprovidedbyGlasbergen.Thefeedbackwasoverwhelminglypositive,especiallyintermsoftheeaseofuseofthenewsystem.“Wethoughtwewouldhavetoinvestmuchmoreeffortintolearninghowtousethenewphonesystem.Howevertheinterfaceisveryintuitiveandeasytonavigatesowefoundthemigrationmuchlessstressfulthanexpected,”commentedElsbethCalf,PhysicianAssistant.“StaffmembersalsofrequentlyrefertoShoreTeldemovideosonYouTubetorefreshtheirknowledge.”

ThankstotheShoreTelPersonalCallManagerthatcomesstandardwitheachuserlicense,userscanchangeanysettings,suchasroutingcallswheninoroutoftheofficeaccordingtotheirdailyworkneeds.ShoreTel’srichfeaturesethasmadeitverypopularamongallstaffbecauseofitsefficiencyandtimesavings.Callsareeasilytransferredtotherelevantparty,reducingtheamountoftimeneededtoroutecallsandconsequentlygivingemployeesmoretimetocommunicatewithpatients.

ThesystemalsointegratedseamlesslywiththeexistingMicrosoftExchangeServer,allowingemployeestoaccesstheirdirectoryofcontactstosetupphonecallswithasingleclick.Staffcanlisten,replay,forwardandsavevoicemailrightfromtheinbox.ThismeansthatnomessageremainsunansweredandcanbeforwardedtotherelevantGPefficiently,improvingthecentre’sresponsivenesstoitspatients.

ShoreTel improves the quality of patient service

SincetheofficialinstallationoftheShoreTelUCsystem,thecentrehasrealisedmajorbenefitswhichhaveimproveditsinternalprocessesandthequalityofitsservicestopatients.ReigersbosHealthCareCentrenowhasaflexibleandreliabletelephonysystemwhichensurescallsarenotmissedandthattheincomingcallsaremanagedandansweredpromptly.

Thesystemindicatesthenumberofpeoplewaitinginlineandstafflevelscanbeadjustedaccordingly,improvingtheflexibilityandspeedofthecallflow.Withthenumberofemployeesansweringphonecallsmatchingthelevelofincomingcallsatalltimes,patientenquiriesarenowansweredpromptlyandthepressureonstaffhasbeenreduced.“Ourflexibilityhasincreasedinthatwetrackthelevelofincomingcallscontinuouslyandduringbusyperiodswecanimmediatelybringonboardextrastafftorespondtoanincreaseinqueries,”explainedMs.Calf.

ThecentreistakingadvantageofnumerousfeaturesinShoreTelPersonalCallManager.“Appointmentsarenowbookedmuchfasterthanbeforeandthequalityofourpatientservicehasincreased,”Ms.Donkersaid.“Alsoofgreatimportancetopatientsinneed,ShoreTel’sFindmefeatureenablesdoctorstobeaccessibleregardlessoftheirlocation.”

ShoreTel’seasytousefunctionssuchastheabilitytorecordcallsfacilitatelearningprocesses.Forexample,medicaladviceisoftengivenbyphoneandusingcallrecordingsdoctorscandemonstratereal-lifeexamplestointernsorgivefeedbacktointernswhohavealreadyadvisedpatients

“...the interface is very

intuitive and easy to

navigate so we found the

migration much less stressful

than expected...”

Elsbeth CalfPhysicianAssistantReigersbosPrimaryHealthCareCentre

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ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com

byphone.“Aswellasahealthcentreweareatrustedlearningfacilityandbeingabletoprovidereal-lifeexamplesintheformofphonerecordingsisinvaluabletoourinterns,”Ms.Calfsaid.

ReigersbosHealthCentreachievedcostsavingswithinjustafewmonthsafterthedeployment.“FeaturessuchastheGSMgatewayreducethecostsofcallsfromlandlinestomobilephones.Overall,ShoreTel’sUCsystemhasimprovedthemanageability,reliabilityandscalabilityofourtelephonysystem,”Ms.Donkeradded.“Incomingcallsarenowmanagedseamlessly,patientqueriesareansweredpromptlyandtheinfrastructureismorerobustandreliablethanourprevioussystem.ShoreTelhasenabledustobecomemorepatient-friendlyandresponsiveandthequalityofouroverallservicehasimproved.”

ShoreTel’sUCsystemhasbecometheplatformofchoiceforthefutureasthehealthcentreplansfurtherupgradesandmodernisation.Currently,Ms.Donkerisconsideringarollouttoitsotherfivebranchestohaveanoverall,cost-effectiveandfutureproofsystem.“BydeployingShoreTelacrossalllocations,thecentrebenefitsfromcentralizedcallmanagementandsharingoffunctionsamongthebranches,”Ms.Donkerexplained.“Duringextremelybusy periods,thehealthcentrescanhelpeachotheroutbyansweringthephoneandmakingappointmentsfromdifferentlocations.WealsobelievethatShoreTelprovidestheidealplatformformeetingourfutureneeds,includingestablishingajointcallcentreinthefuture.”

“ShoreTel’s UC system has

improved the manageability,

reliability and scalability of

our telephony system”

Petra DonkerCentremanagerReigersbosPrimaryHealthCareCentre