Medical Call Center Industry News

April/May 2009

Amcom Software Acquires SDC Solutions

Amcom Software announced the acquisition of SDC Solutions, Inc. of Manchester, N.H.  The combined companies further strengthen Amcom's position in the market for call center and emergency management software, increasing their customer base and expanding customer solutions.

SDC Solutions' products handle critical communications at healthcare, hospitality, higher education, government, and corporate organizations in the United States.  Said Amcom CEO, Chris Heim, "SDC Solutions has earned a strong presence in the same markets we already serve and excels at providing solutions in the small to mid-sized market.  We're impressed with SDC Solutions' well-regarded software and anticipate remarkable demand for these products from Amcom customers, as well as the market in general.  SDC Solutions enjoys the loyalty of some of the country's finest organizations, and those customers can rest assured that we intend to continue serving their needs as our number one priority."

This acquisition comes at a time when demand is increasing for mission-critical communications solutions for small to mid-sized organizations, especially in the healthcare and hospitality markets.  Regardless of size, hospitals, hotels, and other organizations are finding they need to make sure critical communications are carried out quickly, efficiently, and accurately.

For more information, call 800-852-8935.

Red Alert Adds ESRI® and Google™ Mapping Capabilities

The 1Call Division of Amtelco announced that the Red Alert Emergency and Event Notification system now features industry-standard ESRI^® and Google™ mapping capabilities, significantly enhancing the ability to quickly trigger alerts for specific geographic areas.  The enhanced mapping capabilities make Red Alert the ideal system for triggering alerts for community disasters, biohazards, evacuations, or severe weather conditions.

Alerts can be issued for campus locations, neighborhoods, cities, entire counties, or one or more states or provinces.  To define an area, the alert issuer simply draws a box or a circle, clicks to create a polygon shape, or enters a radius and clicks on the map.  Red Alert shows a list of responders in that area for review.  Red Alert issues alerts by phone, mobile phone, SMS, email, pager, fax, or a number of other methods.

In addition to mapping, other recent Red Alert additions include:

• HL7 Interface

• Expanded Multilingual Capabilities

• Interactive Real-Time Monitor

• Survey Capabilities

• Improved Administrative Security

• Custom Group and Fields

• Expanded Reporting

For more information about Red Alert, contact 1Call at 800-356-9148, 608-838-4194 or email redalert@1call.com.  

LVM Offers Hosted Virtual Call Center Option

LVM Systems, a longtime provider of installed call center software, now offers a fully hosted solution, Virtual Call Center.  Their E-Centaurus software is available for use via the Internet.  President Les Mortensen comments, "We've had this option in use by our own remote staff for nearly seven years.  The challenges of today's healthcare environment create the perfect opportunity to offer it externally as well."

LVM's sales directors are frequently hearing hospital managers say, "Our IT folks are so focused on the enterprise EMR launch, it is difficult to get their attention and support for other information systems."  The Virtual Call Center is accessed via an Internet connection through Windows Terminal Server, bypassing the need for onsite server purchase and set-up.

The other benefit is economical.  Many health systems have a freeze on capital expenditures, eliminating new licenses, and hardware purchases, which would normally be capitalized.  LVM Systems offers an option to license the Virtual Call Center on a monthly payment plan, if needed, to avoid requesting capital dollars.  Therefore, software fees can be covered through the call center's operational budget.

For more information, contact LVM Systems at 480-633-8200 x223.

Vocantas U.S. Operations Meets Demand for Patient Monitoring

Vocantas President and CEO Gary Hannah announced the appointment of Catherine Blum as director of customer relations.  Blum joins Head of U.S. Operations Roger Shindell in bringing the CallAssure™ service to home healthcare agencies, where improved patient safety is always a priority.

 "There is a great opportunity for home healthcare agencies to improve the way they communicate with their patients," said Shindell.  "And improved communications can lead to a more efficient use of time, money, and resources."  Vocantas uses computer telephony and speech technologies to automate routine telephone communications with interactive voice response (IVR) solutions.  This increased communication improves patient clinical outcomes and increases compliance.

"Patients appreciate the direct link to their healthcare provider," said Blum.  "All they have to do is pick up the phone; then they can get on with enjoying their day.  The check-up call gives patients an extra boost of assurance and reinforces the messages that they receive from their healthcare providers."

SironaHealth Incorporates as a Medical Contact Center Company

SironaHealth, Inc. announces its official launch as a national provider of medical call center solutions and the successful transition of IntelliCare's operations and book of business.  Adopting IntelliCare's core mission, SironaHealth will provide full-service health call center and nurse advice line programs to health plans, hospitals, physicians, and health management organizations nationwide.  In addition to these core services, the company will continue to license IntelliView® -- a medical call center software platform designed specifically for healthcare call centers -- to customers who wish to run their own telehealth programs.

SironaHealth employs more than 150 former IntelliCare employees -- half of which are located in the company's home state of Maine.  "We utilize the very same team members, the very same technology, and the very same infrastructure that were employed at IntelliCare," says Jeff Forbes, president of SironaHealth, Inc.  SironaHealth operates as an employee-owned and managed company. 

SironaHealth's distributed network of telenurses manage telephone-based triage and health information services to a broad range of healthcare organizations.  The company's proprietary call center software is specifically designed to support distributed medical contact center operations.

1Call Introduces Synergy HL7

The 1Call Division of Amtelco introduced the Synergy HL7 system, instantly communicating HL7 data to the personnel that need it.  Synergy HL7 is a performance improvement tool that provides advanced, automated notification technology to speed dispatch jobs, reduce errors, and optimize workflow for:

• Staff Dispatching

• Bed Management

• Patient Admits

• Patient Transfers

• Patient Discharges

• STAT Orders

• Lab Results

• Pharmacy

• Patient Escort and Transportation

Synergy uses the HL7 data from an organization's existing HIS system, filters the data, and automatically notifies personnel about these types of specific events.  The instant notification makes it possible for staff to act immediately, helping organizations efficiently take care of patients, rooms, results, and equipment.

According to Amtelco President Tom Curtin, "Synergy HL7 is an innovative system that delivers a fast ROI to healthcare organizations by helping them more quickly move patients from the emergency room to a hospital room.  Synergy brings key data and people together, helping ensure their enterprise runs more effectively."

For more information on optimizing workflows with the Synergy HL7 system, contact 1Call at 800-356-9148, 608-838-4194 or email info@1call.com.  

AAACN Announces Election Results

Traci Haynes, MSN, RN, BA, CEN, has been elected national president-elect of the American Academy of Ambulatory Care Nursing (AAACN) for 2009-10.  Along with Haynes, two other board members were elected Lt. Col. Carol Andrews, MS, RN-C, BC, CNA, and Judy Dawson-Jones, RN, MPH

In addition to the new board members, Lt. Col. Christine S. Taylor, BSN, MA, RN, C, and Vannesia D. Morgan-Smith, MGA, RN, NE-BC, were elected to serve on AAACN's nominating committee.

AAACN's 2009-10 National Board of Directors is composed of:

• President: Kitty Shulman, MSN, RN,C, Boise, ID

• President-Elect: Traci Haynes, MSN, RN, BA, CEN, Scottsdale, AZ

• Immediate Past President: Karen Griffin, MSN, RN, CNAA, McAllen, TX

• Director/Treasurer: Linda Brixey, RN, Missouri City, TX

• Director/Secretary: Assanatu (Sana) I. Savage, CDR, USN, San Diego, CA

• Director: Lt. Col. Carol Andrews, MS, RN-C, BC, CNA, San Antonio, TX

• Director: Judy Dawson-Jones, RN, MPH, Philadelphia, PA

• Director: Marianne Sherman, RN, C, MS, Little Rock, AR

Amcom Releases New Version of Commtech Messenger

Amcom Software announced the next generation of its Commtech Messenger wireless messaging system.  This enhanced version improves users' ability to connect virtually all crucial alert systems, including nurse call, fire, security, and building management, to mobile staff via their wireless communication devices, such as SpectraLink phones, Vocera badges, and pagers.  This speed of information sharing improves response time and safety.  In particular, many leading healthcare organizations will save lives and improve patient care every day with the system's ability to deliver critical updates to nurses, doctors, and other staff.  Highlights in the latest version:

• Certified interface with Vocera devices

• TAP Gateway supports telephony call-back for nurse call integration

• Connection to the Alcatel IP Gateway

• Ability to view messages dispatched by other users 

• Integration with Amcom products

"Commtech Wireless continues its dedication to industry-leading communication device interoperability with the release of our latest version of Commtech Messenger," said Nathan Buzza of Commtech Wireless, a Division of Amcom Software.  "A key focus in this release was providing customers with new and better ways to link equipment from different vendors to ultimately improve productivity and safety."

For more information, call 800-852-8935.

Harvard Health Publications Launches New Consumer Website

Harvard Health Publications, a publishing division of Harvard Medical School, announces the launch of its redesigned and enhanced website to serve the needs of health-conscious consumers in search of trusted healthcare information.  The new health.harvard.edu offers easy accessibility to the current practical, authoritative health information, drawing on the expertise of the 8,000 faculty physicians at the Harvard Medical School and its world-famous affiliated hospitals.

"When I became a doctor," said Dr. Anthony Komaroff, editor-in-chief and a 35-year Harvard veteran, "most patients wanted the doc to tell them what do.  They didn't ask ‘What are my options?'  Today, there's an appetite for information and a desire to be partners with the doctor in decision-making.  That's why it's important that patients get their health information from credible, trusted sources.  Our mission at Harvard Health Publications is to offer the consumers access to information that will help them make better health choices," said Komaroff.

The new website offers the latest health news from Harvard Medical School and excerpts from its monthly health newsletters.