Aurora teleQ: effectively manage high inbound call and contacts volumes saving time & money whilst enhancing patient experience (#2945)

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Idea Description
Supplementary Information
Innovation 'Elevator Pitch':
Aurora Innovation Logo
The teleQ communication solution enables healthcare facilities to save money, drive productivity & increase patient care & satisfaction. Dynamic, inbuilt decision software mini-triages calls & contacts to the right person/service/department 1st time.
Overview of Innovation:
Aurora teleQ (TQ) is an advanced cloud-based communication solution for health care providers that need to stay available with high inbound call volumes.

In a busy department or clinic phones can ring continuously causing patients and staff unnecessary stress. TQ helps to address those areas that have limited resources, ensuring efficiency is maintained by getting callers directly to the person that can address their needs first time. Whether that is connecting a patient to a doctor, a ward nurse or a specialist.

One of the key advantages of TQ’s dynamic, inbuilt decision software is that it can reroute calls to the most appropriate or next on duty person (e.g. locum doctor) without requesting the user (patient/carer) dial a new number. Therefore, reducing time and stress for caller, especially if they require emergency advice for themselves or a loved one. It can equally be used by staff needing to access consultants or specialist when there is a crisis or need. This reduces stress for clinical staff using the system.

The statistics in TQ are presented with easily accessible diagrams and provide snapshots of a department/unit’s availability and contact patterns. Based on the statistics, the department/unit can optimise its resources, so the right number of staff handle the right number of contacts at the right time. The statistics can highlight pressure points / areas where efficiencies need to be created.

The system can be integrated with electronic patient record systems and other systems gathering crucial patient info (ex. APPs), to immediately bring up patient details thus saving time and ensuring calls and contacts are structured.

TQ integrates with analogue and digital infrastructures but takes full advantage of digital and mobile communications. The importance of varied channels of communication is growing. Therefor it is essential to have a tool that brings points of communication together as more channels of communication are added to the legacy points of contact

The solution is made up of several modules, all in one interface. Provides a scalable & tailored, system for your requirements; you pay for the modules you need.

Main Modules in Aurora teleQ
  • Call back
  • Call queue
  • Duo – call back and queue
  • Response groups
  • Interactive voice menu
  • Interactive voice menu messages / extra message
  • Video
  • Chat
  • SMS
  • Email
  • Voicemail plus
Our aim is to allow you to spend more time with patients as you remove communication roadblocks.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
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Very interesting system to remove frustration and annoyance along with the stress that is created when patients or a carer is trying to get through to the right person to assist them or provide help and assistance. Works for Primary as well as secondary care and amalgamations of both not only for patients but also for clinical staff to reach colleagues or the person that is onduty / call.
There are lots of 3rd party adaptations which we expect will be featured soon her on Meridian to show how this suit of products can assits with healthcare delivery and patient outcomes together with the savings that can be generated. 
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