Health | Council services and utilities | Public administration | Transport, travel and logistics

Health

Quality, efficiency, cost control,
but most of all attention to the citizens’ (and patients’) needs

Improving service quality, optimising processes and cost control, these are the challenges picked up by I-Tel alongside the organisations that operate on the public and private health service market.

Even though new communication channels are gaining in importance, users continue to prefer the telephone to access services.

By directly integrating voice applications with health information systems, it is possible to capitalize on investments already made by improving dialogue with citizens.

Optimising Waiting Lists at the
Central Booking Service
Sm@rtCupRecall consente di effettuare recall telefonici automatici per la conferma o la disdetta di prestazioni sanitarie prenotate.
Moduli opzionali consentono cancellazioni spontanee da parte dei pazienti, cancellazioni massive per indisponibilità della struttura, promemoria SMS, convocazioni per visite periodiche.
Il risultato è la riduzione delle liste di attesa con un ritorno dell’investimento rapido e misurabile.
Central Booking Service Call Centres
& Public Relations Offices
I-Tel provides organisations of all sizes operating in both the public and private health markets with innovative and easy-to-use technologies to set up professional call centres for central booking services or public relations offices.
The possibility for integration with health information systems and the availability of integrated voice applications for automatic booking, waiting list optimisation and the creation of multilingual information voice portals and automatic operator systems mean that services with great added value can be set up quickly and at a low cost, safeguarding the investments made.
Emergency Medical
Service Management
The main aim of the emergency medical service telephone management service is to quickly put the patient in touch with the doctor on call in the area they are calling from. The area can be identified from the post code or by using voice recognition techniques that interpret the name pronounced by the caller. If the doctor is momentarily unavailable, the system finds out who is on call so that requests for aid can be dealt with rapidly. All the conversations are traced, recorded and memorised so they can be listened to again if necessary and used for gathering statistics.
In-patient Services
It is important to make telephone access to information on the hospital’s internal (for example, visiting hours and hospital access) or external services (for example, transport and accommodation) easy and immediate in order to meet the needs of in-patients and their families. With I-Tel’s systems it is also possible to optimise internal processes by setting up bedside test or medication memos and meal choice collection services (daily menu).
Out-patients
Thanks to I-Tel’s ingenious solutions, patients can be looked after in their own homes without having to forgo a high-quality service. It is possible to set up services to collect simple clinical data or post-operative follow-up records, to create automatic reminders about when to take medicines or carry out periodic check-ups, and to check the activities of back-up nursing staff. As part of each service, the system makes it possible for the patient to get in touch with the health workers at any time or to mark emergency cases when certain conditions appear (irregular clinical data, or values exceeding the set limits, no answer, patient request…).
Multilingual Voice Information Portals
In an increasingly mixed-race society, the health service also has to be able to provide information and services to foreign patients and first-generation immigrants who do not speak Italian fluently. With I-tel's systems it is possible to create and run automatic answer systems and multilingual information and interactive voice portals, and to set up language and intercultural mediation services. Foreign citizens can request information by recording a message in their language and obtain answers thanks to a special voice box and the collaboration of personnel specialised in language mediation. It is possible for the citizens to remain anonymous.
Test Result Service
With some illnesses, it is necessary to carry out clinical tests on a periodic and frequent basis. The results of these tests are needed in order to decide treatments and doses. Thanks to I-Tel’s systems, it is possible to set up automatic and multilingual test result services which send text messages or activate voice portals with protected access. As well as being able to find out results and, when envisaged, medicine dosages, patients also receive a reminder of when they need to carry out the next tests, with access to the booking services if necessary.
Staff Management
Thanks to I-Tel’s Sm@rtC6 system, it is possible to use the telephone to report on absences or injuries, inform of work shifts, find out presences and request holidays and time off. All this can be done from any phone, since the phone acts as a communication terminal integrated with the staff management systems. The data collected is made available in digital format straight away, therefore it is no longer necessary to enter it by hand. The data is sent to service managers separately or in the form of a periodic summary, by e-mail, text message or fax. The system also automatically makes the necessary administrative documents available, such as requests for official medical checks, so they can be sent by fax or e-mail.
SPoC & Help Desk ICT In the health service, if technological infrastructures and machinery are managed correctly and effectively, it is possible to provide efficient and high-quality services.
I-Tel puts its solutions and services for setting up Single Point of Contact and Help Desk services at the disposal of organisations operating in the public and private health market. They permit quick resolution of malfunctioning and inefficiencies with work stations, peripheral devices, systems, applications and networks
The technologies proposed and used by I-Tel’s Help Desk concern IVR, Call Centre, Trouble Ticketing, Knowledge Management and Enterprise Social Networking.