Tag Archives: 1Call

1Call Integrates with QGenda to Enhance On-Call Scheduling

1Call announced that healthcare customers who manage on-call and physician scheduling with the 1Call and QGenda scheduling platforms, can now deliver calls and messages to the right people, at the right time thanks to an integration initiative between 1Call and QGenda. 1Call’s comprehensive healthcare on-call scheduling and communications suite works seamlessly with QGenda’s physician scheduling software to provide a fully integrated scheduling platform.

The integration ensures that schedule assignments in both platforms are synchronized at all times. The result is a powerful tool that plays a critical role in helping nurses and doctors save lives each day.

“The 1Call on-call scheduling platform is utilized by healthcare organizations for critical communications and secure HIPAA-compliant messaging,” said Tom Curtin, president of Amtelco and the 1Call Healthcare Division. “This integration makes it possible to update on-call schedule shift assignments on a real-time basis in our Intelligent Series software with information originating in the QGenda application.”

1Call, a division of Amtelco1Call systems send roughly 14.5 million messages a day or 5.25 billion messages a year. QGenda provides automated physician scheduling for more than 170,000 providers, covering 20 million monthly shift hours.

Registration Open for 1Call’s 2018 Leadership and Training Seminar

1Call opened registration for their 12th Annual 1Call Leadership and Training Seminar. The conference will be September 18-20, 2018, at the Park Hotel, located on Madison, Wisconsin’s Capitol Square.

Topics will focus on MergeComm, miSecureMessages, and Genesis. It will also cover best practices for implementing IS and how 1Call provides a reliable, cost-effective enterprise solution.

This event provides attendees with a unique opportunity to learn how to use 1Call solutions to streamline communications throughout healthcare organizations. Additionally, it provides an opportunity to network with other healthcare communication professionals. Attendees can also talk directly with Amtelco implementation specialists, software developers, project managers, and field engineers.

According to Mike Friedel, senior vice president of sales, “We are anticipating another record-breaking conference and are looking forward to a fantastic seminar. Each year, we welcome many new attendees, as well as many returning attendees. The open atmosphere of sharing between attendees and Amtelco personnel makes it an extremely positive experience for everyone. Please join us this year.”

1Call, a division of AmtelcoFor more information contact 1Call at 800-225-6035, seminars@1call.com, or https://1call2018.eventbrite.com.

1Call Announces Hashtag #How1CallHelps for HIMSS18 Theme

1Call, a division of AmtelcoThe 1Call Division of Amtelco announced the use of a special hashtag, #How1CallHelps, to fit the HIMSS18 theme, “Where the World Connects for Health” to act as an anchor for eight core messages it will feature at the show.

Attendees can use the #How1CallHelps hashtag to learn about 1Call’s role in helping healthcare organizations with code calls, directories, disaster preparedness, notifications, on-call scheduling, operator consoles, scripted workflows, and secure texting.

1Call will have two booths at HIMSS18: a primary booth at #4039 and another featuring the miSecureMessages secure texting app at #7308.

“1Call is looking forward to another successful conference,” said Mike Friedel, 1Call senior vice president of sales. “We have continued to develop secure and useful communications solutions for professional healthcare organizations. Year after year these organizations visit the 1Call booths to help their organization become more efficient, profitable, customer-centric, and more successful overall.”

Hospitals and clinics consistently report that using 1Call’s enterprise-wide communication solutions leads to improved patient satisfaction, reduced operator training times, fewer communication errors, and increased productivity.

For more information, contact 1Call at 800-225-6035, info@1call.com, or www.1call.com.

MiSecureMessages Features Available with Server v6.6

1Call, a division of AmtelcoAmtelco’s 1Call Division announced miSecureMessages Server version 6.6, with enhancements for both users and administrators.

MiSecureMessages User Features

  • Registration Via Email: App users can register their app using a link sent in an email by their administrator.
  • Fingerprint Scanning: Users can quickly log into the app using their fingerprint.
  • Reset Password and Passcode Links: The app includes “Forgot Password” and “Forgot Passcode” links, which sends users an email so they can reset their passwords and passcodes.
  • Personal Circles: Users can create their own personal circle contacts, allowing them to communicate with their select group of colleagues more quickly.
  • Improved Performance: Users will notice speed and performance improvements.

MiSecureMessages Administrative Features

  • Importing Contacts: Administrators utilizing onsite configurations can import user names, display names, email addresses, and phone numbers to quickly create contacts
  • Password and Passcode Expiration: Administrators can set expiration timeframes for passwords and passcodes, requiring users to update these to enhance security.
  • Additional Settings: Several system settings are configurable on a per-group basis, including allowing device-to-device messaging, registration type, default notification attempts and intervals, and Web OnCall and status settings. This allows more flexibility in creating groups with different settings.

Amtelco vice president of research and development, Kevin Beale, stated, “With our ongoing commitment to secure healthcare communications, our miSecureMessages development team continues to add significant enhancements that make the app easier to use, while also further enhancing the built-in security of miSecureMessages.”

For more information: 800-225-6035, www.misecuremessages.com, or info@misecuremessages.com.

2017 1Call Leadership and Training Seminar Wrap-Up

1Call, a division of AmtelcoThe 1Call Division of Amtelco completed another successful 1Call Leadership and Training Seminar. 1Call customers, along with prospects and Amtelco staff, gathered in Madison, Wisconsin, September 12–14, 2017, to experience sessions to help healthcare organizations enhance their enterprise-wide communications.

After the informative “Generations Collide” keynote presentation by Chad Kopitzke of NeXtGen Advantage, attendees learned about Genesis, MergeComm, and miTeamWeb, along with new features for miSecureMessages and the Intelligent Series. In addition, customers presented sessions on MergeComm, web chat, miSecureMessages, and Intelligent Series.

Attendees shared positive comments about the seminar, including, “Excellent”; “I look forward to what you come up with for next year”; “the Amtelco team has a knack for facilitating an approachable networking environment”; “Friends and family: Never change this! Too few companies understand this”; “I learned something at all the sessions”; “Intrigued by the endless possibilities of MergeComm”; and “Each session was a learning experience.”

Next year’s 1Call Leadership and Training Seminar will be held in Madison, Wisconsin, on September 18–20, 2018, in a new location at The Park Hotel, on Madison’s Capitol Square.

For more information on 1Call Seminars, contact 1Call at 800-225-6035 or seminars@1call.com.

Hospital Call Centers



The Vital Ingredient in Clinical Communication

By Kevin Mahoney

 A robust and effective communication system is essential in any hospital, as it forms the backbone of the provision of exceptional patient care. The adaptation and growth of evidence-based medicine have led to growth in multidisciplinary approaches in patient care and increase in research among healthcare professionals.

Multidisciplinary approaches and evidence-based practice, therefore, have necessitated constant and efficient communication among health professionals, especially at the hospital level. The sensitivity of patient care and the fast growth of technology, both clinical and non-clinical, further necessitate a need for balance and maximizing of the right forms of technology for effective clinical communication.

The hospital call center serves as a vital platform in the cog of hospital communications. Often it serves as the patient’s first contact with the hospital. In general, the call center is tasked with providing patients and staff with information pertaining to emergencies, appointments, health monitoring, and the provision of specialist information. It is also a source of patient data and interdepartmental communication. This hospital call center platform, therefore, is multifaceted in its communication functionality. The facets of communications that are related to the hospital call center are patient-to-hospital communications, internal communications, and hospital-to-patient communications.

Patient to Hospital Communications: Call centers at healthcare facilities allow the communication of the patient with the hospital and provide treatment access and patient support. The hospital call center has evolved to be a key primary contact area in the healthcare system.

Treatment access begins with proper scheduling services that taps clinical assessment and triage. This is done to allow the patient to access the right specialized care specific to the individual. For instance, it considers previous admissions, patients’ insurance information, and urgent and emergent situations and classifies patient procedures as either inpatient or outpatient. Hospital call centers play a significant role in any hospital’s clinical communications. Click To Tweet

Patient support goes far beyond initial contact and the initial care received at the hospital. The medical call center has evolved to incorporate preventive and rehabilitative features into the platform. Moreover, call centers now use disease management programs to increase awareness of certain preventable diseases. Furthermore, they help the patient schedule appointments and remind them of screening programs.

The medical call center also helps patients access hotlines suited to their ailments, such as giving patients information about suicide prevention resources. Consequently, these platforms have improved communication features by integrating holistic curative, preventive, and rehabilitative features. This patient communication is an essential part of providing health services by a hospital.

Internal Communications: Additionally, the hospital call center supports clinical communication within the hospital staff. This is evident in environments where there is a centralized web directory. In such instances, the call center acts as the medium for vital information within the hospital. This essential information includes work schedules, contact information, and information about the employees on call. It is a critical component of providing well-coordinated care within the hospital system.

Furthermore, such call centers are tailored to communicate emergency codes and deliver critical messages to clinicians. These critical messages are essential, as they allow patient access to clinicians and contact among clinicians themselves.

A hospital call system, therefore, must be well-coordinated, time sensitive, reliable, and suited to the hospital devices available to the healthcare professionals. Hospital call centers and systems are further being improved upon to allow the tracking and escalation of messages provided to clinicians. This is essential in urgent and emergent service delivery in hospital environments.

Medicine is adopting a multidisciplinary approach to allow more holistic care and treatment to the patient. This requires constant and effective communication among medical professionals. Therefore, the hospital call center is essential, as it acts as a referral point among specialists and a resource for specialists to get access to a client base from the hospital.

Hospital to Patient Communications: Last, call centers allow the communication of the hospital and the patient who is the primary customer of the healthcare facility. The hospital marketing department benefits from the communications between the patient and the call center. The hospital call center is a point of increased patient satisfaction and improved marketing information. Patient satisfaction must be the most important goal and a practice ingrained within the organizational culture.

The hospital, therefore, should aim at optimizing the call experience for the patient. This can be done by cutting down the call waiting time, coordinating points of services, and improving patient registration and billing.

The internet has made it easy to widely disseminate information. A patient can communicate his experiences to a potential customer base. Patient experience, therefore, in the internet age, is an essential form of hospital advertisement. Improving patient experience builds upon the hospital brand and helps set it aside from the competition.

Optimizing patient experience goes beyond a single interaction to anticipate the needs of a patient and tailor services to meet those needs. The increasing need for data within the information age, therefore, cannot be understated. Data from call centers helps the marketing department find effective ways of communicating with the patient.

Each hospital call center must have a means of feedback. This helps identify and document potential issues the client had with the system. There is currently an adaptation of use of proprietary tools such as live metric dashboards and quality assurance and tracking tools. Therefore, most hospitals are collecting data to learn the needs of the patient and tailor their customer care services accordingly. For instance, most call centers now use customized call scripts; this ensures the provider maximizes care support and efficiency.

Optimizing the customer experience has led to call centers evolving as new and exciting forms of hospital income generation. The consequences of effective customer service are based on optimizing the patient experience, which leads to an increase in hospital revenue.

Final Thoughts: Clinical communication is a hugely faceted subject with far reaching consequences that go beyond hospital walls. Hospital call centers play a significant role in any hospital’s clinical communications. This role is expected to continue growing in the coming years as modern technology makes it easier and faster to communicate.

By optimizing communications, a hospital call center can improve patient health outcomes, fill an essential healthcare gap, and serve to improve overall patient care. It is, therefore, imperative that hospitals find effective ways of maximizing call centers, not just as a channel of communication, but also as a huge income-generating department.

1Call, a division of AmtelcoKevin Mahoney is a hospital and healthcare-related account advocate and sales engineer at Amtelco, a manufacturer and supplier of call center solutions. Contact him at kmahoney@amtelco.com.

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1Call Announces Keynote Speaker for Conference

1Call, a division of AmtelcoThe 1Call Division of Amtelco announced that Chad Kopitzke of NeXtGen Advantage will be the keynote speaker for the Eleventh Annual 1Call Leadership Conference and Training Seminar. The seminar is September 12-14, 2017, at The Madison Concourse Hotel and Governor’s Club, located in downtown Madison, Wisconsin.

Mr. Kopitzke will share his expertise on overcoming one of the greatest challenges facing our workforce today, as he discusses “Generations Collide: A look at common generational differences and how to engage across the gaps to generate valuable ideas for an organization’s long-term success.” Mr. Kopitzke’s knowledge about this subject comes from hands-on experience, with twelve years of managing internship programs at a state university, as well as from various statistics and studies. He focuses on helping generations connect, rather than collide.

In addition to the keynote speaker, additional topics for this year’s conference and seminar include:

  • How to Develop an Organization-Wide Call Center
  • How to Transition Multiple Hospitals to Intelligent Series
  • Utilizing Web Chat
  • Enhancing Clinical Communications using MergeComm
  • What’s New? The 1Call Road Map
  • Genesis: A New Beginning!
  • Your Scripts—Your Way
  • IS Scripting Basics
  • IS Directories
  • IS On-Call
  • Application Maintenance

Learn more about the 2017 1Call Leadership Conference and Training Seminar or contact 1Call at 800-225-6035 or seminars@1call.com

Healthcare Facilities Enhance Clinical Communications

1Call, a division of AmtelcoThe 1Call Division of Amtelco announced that healthcare facilities are finding more ways to increase efficiency and improve patient care using MergeComm. 1Call’s MergeComm middleware event notification solution gives healthcare facilities a way to streamline enterprise-wide clinical communications.

Healthcare facilities report using MergeComm to handle nurse call, smart beds, telemetry, medical record systems, and critical lab results. MergeComm streamlines these processes by capturing requests from various hospital systems, and automates dispatching with escalation, confirmations, and retries. The ease of use, along with the extreme flexibility of MergeComm, improves response times for care teams, helping healthcare organizations provide better care for their patients.

Vice president of research and development, Kevin Beale, stated, “We are seeing more and more organizations utilize MergeComm for unique situations, and MergeComm is providing those organizations with capabilities that result in faster and more efficient communications. We will continue to add enhancements to MergeComm, and look forward to seeing even more innovative ways our customers use this technology.”

For more information contact 1Call at 800-225-6035 or info@1call.com.

MiSecureMessages Adds Functionality with v6.5

1Call, a division of AmtelcoAmtelco’s Call Division announced the release of miSecureMessages server version 6.5, with enhancements for both users and administrators.

User Features

  • Easier Registration: App users will appreciate a faster registration process, helping them to quickly get started using miSecureMessages.
  • Quick Phrases: Different groups of users can now have unique quick phrases (formerly called canned responses).
  • Improved Performance: Users will notice speed and performance improvements.

Administrative Features

  • Contact-based licensing: MiSecureMessages licenses are now based on the number of contacts, with each contact having multiple devices, including the contact web.
  • Permissions: New permission settings allow administrators to control who can make changes to system and user information and run reports.
  • App Menu Links: Administrators can add two URL links that are accessible in the app.
  • New Reports: System reports and group reports have been added, including database size, audit log, device list, message log, and message counts.

Amtelco president Tom Curtin stated, “MiSecureMessages continues to gain momentum in healthcare organizations, as well as other industries concerned with securely sending information. The miSecureMessages development team continues to add features requested by customers, along with additional features that help enhance security.”

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Amtelco Genesis and Soft Agent Successfully Complete Compliance Testing

1Call, a division of AmtelcoThe 1Call Division of Amtelco announced that the Genesis Intelligent Series solution and Intelligent Soft Agent have both successfully completed Avaya DevConnect Compliance Testing.

The Genesis Intelligent Series solution was tested with Avaya Aura® Session Manager release 7.0 and Avaya Aura® Communication Manager release 7.0. The Intelligent Soft Agent release 5.0 call center solution was tested with Avaya Aura® Communication Manager release 7.0 and Avaya Aura® Application Enablement Services release 7.0.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution based on the Intelligent Series suite of applications.

Soft agent provides streamlined intelligent attendant console and call center performance, instantly impacting an organization’s bottom line. The Soft Agent combines agent state control and call handling capabilities with Amtelco’s Intelligent Series suite of applications.

Amtelco’s vice president of research and development, Kevin Beale said, “Amtelco is committed to our strong relationship with Avaya and continues to work closely with them to provide state-of-the-art solutions to our healthcare customers.”

Amtelco has been a member of the Avaya DevConnect partner program for more than ten years.

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