Tag Archives: Vendor Spotlight

Spotlight on LVM Systems

LVM Systems

LVM Systems Releases LVM One Desktop v1.5 

LVM Systems announces the release of version 1.5 of its flagship LVM One healthcare contact center solution. For the past thirty-four years, LVM has served the healthcare contact center industry, establishing a reputation for quality software, robust functionality, unwavering customer support, and industry-leading product customization.

LVM offers healthcare organizations an installable desktop solution, a web-deployable Web application, and an option to either host the software on LVM’s Virtual Call Center (VCC) running on Azure or directly on a locally hosted Azure network.

The desktop version offers many options for system administrators to customize the software. In addition, development customizations are available to meet unique client requests to address organization-specific business opportunities. Using the web version provides a lightweight, secure, and convenient way to handle many day-to-day contact center activities using customizable, unique workflows.

The desktop and web versions enable staff to monitor their active calls and follow-up queues, pull system reports, and report on valuable contact center information. LVM’s solutions support both clinical and marketing functions.

Clinical functions supported include nurse triage, patient transfer, behavioral health intake & assessment, population health, disease management, care coordination, and post discharge follow-up. Below are descriptions of two solutions LVM offers as part of the integrated solution or as stand-alone products.

Patient Transfer

LVM’s Patient Transfer solution allows organizations to manage the activities and communications critical to this patient acquisition function. The LVM Patient Transfer function supports improved call flow while tracking numerous customizable data points. It also enables staff to streamline and track the sequence of communications needed to find available physicians, locations (hospitals, rooms, beds), and transportation services.

The Patient Transfer solution enables staff to send direct messages to each other using an optional component. It also provides real-time, multi-user updates (timestamped with any updates or changes), management oversite and approval, and detailed transfer reporting. In addition, the LVM Patient Transfer solution enables transfer centers to track the transfer workflow from start to finish. LVM’s Communication Portal facilitates real-time conversations between the sending facility, transport company, and receiving facility. Organizations can run it as part of LVM’s multi-function, integrated solution or as a stand-alone solution.

Behavioral Health Intake & Assessment

LVM also offers a Behavioral Health Intake & Assessment solution. This solution tracks all aspects of the intake process, from services requested, to providers involved, to assessments needed. It provides a comprehensive blueprint of data points used during an intake call. In addition, LVM’s solution allows organizations to customize and fine-tune the workflow to meet their specific needs.

All data recorded, including insurance and all contacts associated with an intake and admit/discharge, is stored in reportable fields. Capturing the data ensures the complete intake process is documented and reportable in any way needed. Organizations can also interface the transaction’s history with their EMR. Like the Patient Transfer Communication Portal, LVM’s Behavioral Health Intake & Assessment can run as part of the overall LVM solution or as a stand-alone product.

Other Solutions

In addition, LVM supports marketing functions such as Data-Driven Relationship Management, Physician Referral and Appointment, Marketing Outreach, Feedback Management, Answering Service, Class Registration, Service Lines, Web Self Service, Smart Surveys, Interactive Chat, Data Integrations via Smart HL7, Ad-Hoc Analytics, and many other interactional functions.

Integrations

The integration capabilities of LVM’s solutions allow them to ingest multiple sources of data to utilize when interacting with customers. For example, through bidirectional integration, LVM can push/pull data to/from other systems using HL7. Doing this enables the systems to share information across the organization. For example, sharing data among all systems in a hospital informs each department of the complete patient experience as they communicate with the patient.

Health systems must provide a contact center solution that utilizes multiple channels to deliver accurate answers and quick responsiveness. LVM uses multiple tools to improve interoperability, reducing customer and contact center efforts to access knowledgeable responses for all inbound inquiries, outgoing communication, and coordination assistance.

Surveys

Surveys are a critical tool in healthcare today. LVM solutions include customizable surveys for use in feedback management, behavioral health intake, patient transfer, population health, disease management, and care coordination.

Contact center staff can also use surveys post-discharge to validate patient follow-up, as follow-up on physician referrals, or to assess class satisfaction. The information gained allows for rapid course correction and problem mitigation.

Staff Supports

LVM’s solutions include customized workflows with guided scripts. New staff quickly become more efficient when using workflows, thus reducing their stress, errors, and call times. Using workflows also increases completed call counts while enhancing the caller’s experience.

The point-and-click documentation saves staff time, reduces errors, and lessens staff fatigue, freeing staff up for more critical interactions. Other efficiency tools include type-ahead tables and rapid notes.

In addition, LVM leverages critical efficiencies throughthe following capabilities.

Single Sign-on: With single sign-on, users more quickly access the LVM solutions while adding a layer of security. Single sign-on allows users to maintain their single secure user and password without creating and remembering a new user and password, seamlessly authenticating to the LVM software.

Speech-to-Text: Using LVM, nurses can populate their call notes into the patient’s call record by voicing them. No more need to manually enter them. Doing this reduces call time and errors.

Call Templates: When a disaster or a pandemic hits, healthcare organizations need an easy way to create workflows that include specific physicians, facilities, surveys, classes, and other specific resources. LVM’s Call Templates enable contact centers to pre-define these resources. Contact center staff can also use Call Templates in support of marketing campaigns to organize similar calls into different categories or in support of specific service lines.

Dashboards: LVM’s solution includes Real-time Command Center Dashboards to support contact center efficiency. Dashboard reports provide the ability to compile aggregate data from multiple systems into a single report.

Data sources can include data from various contact center solution modules, internal and external databases, and data from the phone system, to name a few. They represent an overview of multiple individual reports when presented as dashboard reports. The design aesthetics can suit each organization’s needs. Organizations can design graphs, legends, and layouts to address specific organizational needs.

Custom Reporting: In addition to the existing reports on current and historical data, LVM provides tools to create custom reports for export to Excel or other applications. All fields are reportable without exception. Clients can also run reports on trending, such as average call times, most commonly used protocols, performance evaluation reports, QI audit reports, frequent callers, and the number of calls by guideline. Additional reports include redirection of care, calls by insurance, ROI reporting, dashboard reporting, and many more.

Discovery Reporting: LVM Report Discoveries (Ad-Hoc Reports) allow contact centers to identify and select fields to pull into custom reports. Discoveries allow reporting data for a given period and comparing period over period.

This tool enables contact center managers to create reports within an intuitive interface that does not require SQL or other programming-type knowledge. After completing a report, save it, add it to favorites, create it as a PDF, export data to Excel, or send it via email. Year-over-year reporting is also available with any criteria and report automation.

Usage Stats: Usage Statistics allows clients to send anonymous data to LVM. This data is then available to participating clients to see trends across all participating clients in various geographic areas with different workflows and staffing models. LVM encourages all clients to turn this feature on and take advantage of the aggregate reporting that Usage Statistics offers. Participating clients can run these reports with different date ranges to see trends, selecting the specific data to compare.

Security Initiatives: Today, contact centers face the ever-increasing dangers of hackers attempting to access patient data. As a result, LVM has taken measures to strengthen its security posture, including investing in a third-party security audit. In addition, LVM completed a 2022 (SOC) 2 Type 2 with HITRUST Mappings Examination to help ensure contact center data remains safe.

Microsoft Gold Partner

For the past sixteen years, LVM has been a Microsoft Gold Partner. Microsoft confirmed the value of LVM through client satisfaction surveys on which LVM scored above average. In addition, working with LVM provides clients the security of knowing both the software and the developers who create it meet the high standards they expect.

Conclusion

Collaborating with a healthcare contact center company that understands the importance of security and can customize its system to address the needs of the organization’s different audiences is critical in today’s consumer-focused world. Whether it is additional data elements to capture and report on or unique workflows to fit the callers’ needs, today, more than ever, healthcare organizations need a customizable system to drive patient encounters.

LVM Systems logo

With over three decades of serving this industry, LVM Systems has the tools, knowledge, and experience to assist healthcare organizations in meeting these needs.

Vendor Case Study: LVM Systems’ SOC 2 Type 2 Examination

LVM Systems Completes 2022 System and Organization Controls (SOC) 2 Type 2 Examination

LVM Systems

By Jake Johnson

LVM Systems’ successful completion of its 2022 System and Organization Controls (SOC®) 2 Type 2 Examination affirms that our practices, policies, procedures, and operations meet the SOC 2 standards for security, availability, processing integrity, and confidentiality.

Completing this examination demonstrates LVM Systems’ commitment to the security and integrity of our platform. LVM Systems selected 360 Advanced to perform the demanding third-party examination.

Throughout the examination, 360 Advanced audited LVM against the AICPA Trust Services Criteria. The examination’s outcome ensures that the company’s controls meet the criteria of the selected trust services.

These trust services criteria encompass the following five categories:

1. Security

Protects data and systems against unauthorized access, disclosure, or damage.

  • LVM has a security team that includes a security officer, a compliance officer, and an incident response team to ensure LVM is up to date with current security best practices and that LVM complies with its security policies and procedures. In addition, LVM performs annual risk assessments, evaluating every aspect of the organization for improvement and ensuring LVM policies and procedures align with current regulatory requirements.
  • Background checks are performed on all prospective employees. New employees must review and sign the LVM security agreement, ensuring employees maintain a high level of security integrity. In addition, before working with LVM systems or processes, new employees must receive mandatory security training.
  • Quarterly security training ensures employees understand LVM security policies and procedures and are vigilant about new security threats.
  • Third-party systems monitor vulnerability and penetration testing to ensure systems remain secure.
  • Development teams undergo ongoing training on secure software development lifecycles and secure coding. In addition, third-party security code analysts review the software for known vulnerabilities to ensure LVM development teams use current best practices.
  • LVM utilizes encryption standards to ensure all private data access or storage is secured.
  • For hosted solutions, LVM utilizes Microsoft Azure as the preferred cloud provider. Microsoft Azure has a security team of over 3,500 members, over ninety security certifications, and has invested over $1 billion in security R&D to ensure client systems and data are protected.

2. Availability

Information and systems are available for operation.

  • System monitoring ensures systems are running smoothly. If anomalies are detected, appropriate LVM resources are notified.
  • Backup, redundancy, and recovery standards follow industry best practices.
  • Disaster recovery development and testing ensure LVM can rapidly recover systems.

3. Processing Integrity

System processing is complete, valid, accurate, and timely.

  • Development processes include rigorous quality assurance (QA) reviews to ensure processing integrity within LVM’s software. QA utilizes automated testing tools, manual test scripts, and data comparison tools to assure all areas of code are thoroughly tested.
  • QA also tests the latest operating system patches to ensure compatibility.
  • Security and information technology (IT) teams ensure the processing integrity of LVM’s hosted solutions.

4. Confidentiality

LVM protects information designated as confidential.

  • LVM follows a data retention policy and conducts activity tracking.
  • LVM maintains an asset inventory and destruction policy.

5. Privacy

LVM collects, uses, retains, discloses, and disposes of personal information following industry best practices.

  • Notices and communication of objectives
  • Choice and consent
  • Collection, use, retention, and disposal
  • Disclosure and notifications
  • Monitoring and enforcement

As caretakers of our customer data, and as security concerns grow, healthcare organizations choose LVM Systems as their core platform and engine of growth.

LVM Systems logo

Jake Johnson is the CIO of LVM Systems.

Vendor Spotlight on Patients-Count: Measure to Manage the PX Journey

Patients-Count: Enterprise patient feedback solution

By Bob Kobek and Michael W. Hill

The patient experience (PX) journey all starts here, right here. The opportunity to establish trust and begin the patient journey with them starts at the contact center, the point of the spear. It’s the first step in a patient’s journey with your healthcare organization. It’s the first voice, the expediter, the listener, the innovator, the loyalty builder, and the expectation setter for the rest of the journey.

This is where measuring to manage your internal ecosystem begins, taking you from the first touch point through to the Customer Assessment of Healthcare Providers and Systems (CAHPS) survey, if needed.

The practice of measuring to manage is simplest when you incorporate it as a matter of process in your healthcare call center. The contact center is by far the most accountable product or service deliverable.

Every event in the log in time of your agents is accounted for. Given today’s automation, everything you do—whether it be full-tilt call center management to your customer relationship management system—should be designed to measure and report.

Let’s start with the agent disposition of a call. The internal measurement tools are sophisticated. You have the ease of reporting on key performance indicators (KPIs) that are all instigated from the first incidence of an agent hearing a dial tone. The good old dials, contacts, completes (DCC), leads per hour (LPH), and sales per hour (SPH) will never go away. They’re still the best measure of the hourly outbound performance of your center.

Average speed per answer (ASPA), number of calls taken per hour, number of calls per resolution, and customer effort score (CES) are a few standard measurements for your inbound center.

These are important metrics. They establish benchmarks and performance. Some are even meant to do a better job of managing the process. The best call centers use some of that data to gamify the performance.

But, what about the people?

There are two areas of management measurement that typical contact center software does not address: patient experience (PX) and employee experience (EX). These relate to contact center performance, which are both related to your Medicare reimbursement score via the CAHPS survey.

Mobius Vendor Partners has launched a new product, Patients-Count®, entirely aimed at measuring and improving patient and employee experience to help you meet your strategic goals.

Let’s break the measurement of customer experience (CX) and employee experience (EX) down, with the understanding that they relate to patient experience (PX).

Patient Experience (PX)

You can use a typical set of questions to measure the impact of each patient contact with an omni contact center agent, whether inbound or outbound. These questions measure the key performance indicators (KPIs) of most agents—as a group and individually—through the lens of the patient.

If those patients have an affinity toward their experience—be it good, bad or indifferent—you can expect a response rate as high as 40 percent. A minimum response rate should be 10 percent, which is still enough to deliver actionable data.

Here are some KPIs to consider and remember. These are measured from the voice of the customer (VOC):

  • friendliness
  • innovation
  • knowledge
  • courtesy
  • listening skill
  • solution

All these KPIs can reflect a relationship between agent disposition and patient experience.

One question with some variation, is particularly relatable between the agent and the patient: the customer effort score (CES) and the employee effort score.

For example, “ABC made it easy for me to handle my issue” is directly relatable to the supervisor score. Another is “My supervisor helps me perform to the best of my ability.”

Both are on a 7-point scale, relatable, and can inform strategies to help you improve both patient and employee experience at the same time.

Customer effect score from Patients-Count

Employee Experience (EX)

Satisfied, engaged employees make sure their customers are satisfied. To measure the employee experience, your organization should survey employees in those areas that relate to their overall performance about their job responsibilities.

A good example is measuring the statement, “My supervisor helps me perform to the best of my ability.”

Let’s look at some sample results. Over half (21 out of 36) of employees surveyed don’t “strongly agree” that their manager helps them perform to the best of their ability.

Employee effort from Patients-Count

These are common results, in which supervisors aren’t taking the time to work with their employees to help them perform at their best. So, what can a company do with this information?

First, ask the employees more questions about what areas of their job they could use support or guidance in. Then plans can be put in place to give the employees the requested training or support.

After that is implemented, survey the employees again in three to six months to see if there has been an improvement in the score.

Mobius Vendor Partners sees a direct correlation between the willingness of employees to help their customers have a positive experience and employees having a positive experience when their supervisor helps them perform at their best. Employees that receive help are then employees who will help others. That in turn increases contact center productivity.

Specific questions about the KPIs (friendliness, innovation, knowledge, courtesy, listening skill, and solution) that are of interest to you and your employees can be developed for your call-center personnel.

Bob Kobek (bobkobek@mobiusvp.com) is president of Mobius VP, LLC, and Patients-Count. Michael W. Hill (mikehill@mobiusvp.com), is senior employee experience consultant at Mobius VP, LLC, and Patients-Count.

Patients-Count: Enterprise patient feedback solution

Consider reaching out to www.Patients-Count.com, a professional firm specializing in surveying to help your company improve the performance of your employees and enhance the patient journey, simultaneously.

Vendor Spotlight: Improving Response to Critical Laboratory Results with Secure Messaging

By Nicole Limpert

1Call

George Bernard Shaw once said, “The single biggest problem in communication is the illusion that it has taken place.” This is especially true in the healthcare sector. Unfortunately, ineffective diagnostic communication can have dire consequences for patients. It is estimated that there are 40,000–80,000 deaths in the United States each year due to diagnostic error. Poor communication of laboratory test results is a contributing factor in these errors.

Critical laboratory results, also known as panic results or values, are defined as test results that exceed established high or low limits. Abnormal results are different from critical values. “Abnormal” and “critical” are not used interchangeably.

Critical results are considered life threatening and require corrective action to be taken promptly. After the critical laboratory results has been verified and entered into the lab’s computer system, notifications are sent to the patient’s physician and/or physician’s representative, the ordering entity, and any other clinical personnel responsible for the patient’s care.

Critical Results Reporting Standards

According to the “National Patient Safety Goals” set by The Joint Commission, timely reporting of critical results need to be made to the responsible licensed caregiver(s) within an established time frame so that the patient can be promptly treated.

They outline three elements of performance to achieve this goal:

  1. Collaborate with organization leaders to develop written procedures for managing the critical results of tests and diagnostic procedures that address the following:
  • The definition of critical results of tests and diagnostic procedures.
  • By whom and to whom critical results of tests and diagnostic procedures are reported.
  • The acceptable length of time between the availability and reporting of critical results of tests and diagnostic procedures.

2. Implement the procedures for managing the critical results of tests and diagnostic procedures.

3. Evaluate the timeliness of reporting the critical results of tests and diagnostic procedures.

Critical Lab Communication

When a critical lab value is verified, often a phone call is made to report the result and it is documented in the laboratory information system. To comply with patient safety goals, the person taking the call must read back the patient’s name, the hospital number, and all laboratory results. Read back is required to ensure accurate transmission of information.

Historically, verbal communication has been considered the preferred procedure for notifying critical values. However, the need to communicate lab diagnostics quickly and accurately is paramount for lowering the risk of a patient experiencing an adverse medical event.

An article in the National Library of Medicine titled “Critical Laboratory Values Communication: Summary Recommendations from Available Guidelines” finds that “The results of surveys conducted in the UK, Italy, US, China, and Croatia have notably emphasized that there is poor consensus regarding many aspects of critical values management. This is a concerning issue, for not less than three good reasons.

“First, the lack or delayed communication of critical values has been clearly recognized as a source of significant harm to the patients, since these test results may lead to treatment modification in as many as 98 percent of patients admitted to surgical wards and up to 91 percent of those admitted to medical departments.

“Then, critical values communication is an integral part of many accreditation procedures for medical laboratories, including the universally agreed International Organization for Standardization (ISO).

“Finally, timely notification of critical values has been endorsed as one of the leading quality indicators of the post-analytical phase [of laboratory medicine] by the Working Group ‘Laboratory Errors and Patient Safety’ (WG-LEPS) of the International Federation of Clinical Chemistry and Laboratory Medicine (IFCC).”

Information technology tools are becoming an essential component of medical lab communication because they provide:

  • Fast and accurate communications
  • Automated systems
  • Reporting
  • Simplified communications
  • HIPAA compliance to protect patient health information

The Traditional Process of Reporting Critical Values

The College of American Pathologists (CAP) offers a laboratory accreditation program. To attain accreditation through the CAP, they require that at least 90 percent of critical values be reported within 30 minutes after obtaining a verified result. A similar requirement is in place through The Joint Commission.

Sometimes it is difficult for organizations to attain or retain accreditation because the traditional process to verify and document notifications (read back) can be time consuming. Typically, institutions will designate categories of personnel who are authorized to receive critical values, usually physicians and nurses.

If the critical laboratory results are communicated to a suitable medical staff member, the name of that person, time of contact, and documentation of read back is recorded. If the result is provided to non-medical personnel, that person is required to notify the correct physician, record the notification, and read back in the patient’s medical record.

If the non-medical personnel are unsuccessful in contacting an appropriate person for transmission, the next step is often to page the provider. Significant delays can result if there are issues with contacting the provider or using precious time to find out who is on-call.

The Benefits of Using a Secure Messaging App

Secure messaging apps can outperform traditional phone calls by improving timeliness when reporting critical laboratory results. When healthcare organizations change their process of reporting critical values by telephone to using a secure messaging app instead, they can meet or exceed the standards put forth by accrediting agencies, experience increased efficiency by immediately getting the results to the right person, see a reduction in the time it takes to report results, and have a reliable record of the communication because messages are automatically time-stamped when sent, received, and read. Built-in reporting features provide accurate information about the communication process.

A secure mobile messaging app also provides:

  • End-to-end message encryption to protect electronic patient health information and ensure all communications are secure and protected
  • Freedom from outdated pagers. Devices can be consolidated through secure messaging apps so that all correspondence can be done from a smartphone, tablet, laptop, smartwatch, or desktop computer
  • Ease of use
  • Customization
  • The ability to send massive amounts of data quickly and accurately while keeping users connected through WiFi and cellular networks
  • Voice-to-text modes so users can speak a message into their device, and it automatically converts into text
  • Persistent alert settings ensure important messages won’t be missed
  • A message log to keep track of messaging histories
  • Interoperability by having the ability to seamlessly integrate with on-call scheduling
  • Safety features such as bio-metric access and remote disabling if a device is lost or stolen

Notification of critical laboratory results is a crucial function of the clinical laboratory. Using technology such as secure messaging, ensures information is received by the correct personnel, quickly and accurately, to help improve patient care.

1Call, a division of Amtelco

Nicole Limpert is the marketing content writer for 1Call. The 1Call Division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and make them tremendously efficient, helping them bring wellness to their members and their bottom line.

Vendor Spotlight on TriageLogic

TriageLogic

New Age in Healthcare: Telephone Nurse Triage and Remote Patient Monitoring

In 2007, Ravi Raheja, MD and Charu Raheja, Ph.D. founded TriageLogic with the purpose of using modern nurse telehealth technology and medical expertise to improve access to healthcare. The goal of TriageLogic is to facilitate care over the phone and ensure everyone receives the same standard of care regardless of where they live. The company offers nurse triage software solutions, outsourced nurse triage services, and remote patient monitoring services. Additionally, TriageLogic has mobile technology, which allows patients to contact nurses directly. 

Ravi Raheja serves as the medical director and COO and oversees all nursing and technology operations in the company. He helps to ensure superb quality patient care and provides customized solutions to both the software and the service clients. 

Over the last fourteen years, TriageLogic has stayed true to its mission and continues to provide innovative nurse telehealth technology. As healthcare has evolved, TriageLogic has continued to adapt and release new product lines to meet the changing needs of the industry.

The following lists some of the solutions available:

Nurse Triage On-Call

TriageLogic maintains one of the largest and most sophisticated URAC accredited nurse triage systems in the United States. Nurses use their proprietary software to evaluate symptoms presented by patients using standardized Schmitt-Thompson protocols. The software also allows an elevated level of custom workflows and orders for each practice. Nurses can share handouts with patients on behalf of doctors, and doctors can communicate securely with nurses and patients using HIPAA-compliant texting. In 2020, the company quickly ramped up its services and software implementation to help clients, as TriageLogic observed a call volume increase by as much as 35 percent due to COVID-19. The company also worked with organizations to set up emergency hotlines.

Remote Patient Monitoring (RPM)

As monitoring technologies continue to gain traction, the healthcare industry views RPM as a way to help control the cost of care for those with chronic diseases such as congestive heart failure, COPD, asthma, and diabetes. It also provides a reliable source of additional income for physician practices and healthcare organizations. 

However, the amount of data generated by monitoring devices is vast and requires a significant investment of time. TriageLogic has partnered with several device companies to create a full end-to-end monitoring program where clinical and non-clinical staff monitors the device data on behalf of doctors. 

The program makes it easy for doctors to monitor their chronically ill patients without adding administrative or clinical burden to their staff. TriageLogic can also create specific protocols for nurses to use based on devices and patient conditions. Remote patient monitoring provides accessible, affordable care for patients that both saves time and increases revenue for doctors. 

Clinical Call Center Software Solution 

TriageLogic offers customized software for organizations and call centers to manage patient phone calls. The software includes standard protocols by Dr. Schmitt and Dr. Thompson, and it offers several additional modules that can be added based on the needs of the organization. The software can also easily be added to the existing call center patient management system. 

Some of the benefits of the clinical call center software include training sessions with a triage expert, 24/7 IT support, secure data centers, mirror-image duplicate servers, and built-in disaster recovery. All software is web-based, so there is no installation required. Additionally, the software allows custom orders for practices. There is also an option to include a mobile application to better communicate with patients. TriageLogic also offers email and text message handouts for both Schmitt-Thompson protocols and care advice. 

Finally, they have a dedicated call center manager nurse director who does all the training for their clients. When a patient calls, the nurse enters symptom keywords to quickly access the correct protocol. The nurse uses a protocol checklist to ask all the right questions and direct the patient to the appropriate level of care. As the nurse handles the call, the telephone triage system documents all the details. It’s that easy.

Nurse Triage Software for Doctor Offices with Up-To-Date Protocols

MyTriageChecklist is a web-enabled software for practices to standardize how nurses handle and document patient phone calls. It takes less than an hour to implement, does not store any sensitive patient information, and offers an easy-to-use interface to ensure nurses ask and consistently document all relevant questions related to patient symptoms. Their director of nursing trains practice nurses and answers questions for clients during regularly scheduled training and review sessions. 

The MyTriageChecklist contains standardized triage protocols by Dr. Schmitt and Dr. Thompson, including COVID-19, which is updated in real-time. 

Reporting Portal

Lastly, all TriageLogic solutions come with a robust reporting portal to provide in-depth analytics on the outcomes from patient interaction. TriageLogic aims to stay ahead of the demands of healthcare and create ready-made and easy to implement solutions to continue helping providers give the best possible care to their patients.

TriageLogic is committed to improvement and aims to educate. The company’s Learning Center includes courses, videos, and additional reading materials for nurse training and for public benefit. The courses include case studies and call center data collected by the company’s call center.

TriageLogic

TriageLogic is a URAC accredited, physician-led provider of high-quality telehealth services, nurse triage, triage education, remote patient monitoring, and software for telephone medicine. Their comprehensive triage solution includes integrated mobile access and two-way video capability. The TriageLogic group serves over 9,000 physicians and covers over 20 million lives nationwide.

LVM Vendor Spotlight


LVM Systems

During the past year, LVM Systems, a leading developer of desktop and web enterprise action solutions, announced the availability of three new product offerings: LVM One Desktop, LVM One Web, and Personal Health Valet. These solutions address all inbound inquiries, outgoing communication, and coordination assistance. 

LVM One Desktop

Utilizing a user interface (UI) professional’s expertise, LVM developed LVM One Desktop. This solution was designed around the principle of “Efficiency through Elegance.” Based on the Golden Ratio of 16:10, LVM One Desktop benefits from reducing contrast, strengthening focus points, and maximizing working memory.

LVM One Desktop’s simplified workflow improves call times by streamlining data entry. It also utilizes Microsoft’s newest recommended icons and fonts in conjunction with the following key features:

  • The ability for multiple transactions and modules to be open simultaneously.
  • A floating follow-up queue that is displayable on a second monitor.
  • Call templates to filter data by marketing campaign, disaster, or pandemic.

LVM One Web Solution

The LVM One Web solution is a lightweight, secure, and convenient way to handle contact center needs using unique workflows customized to meet your contact center’s most common activities. This solution:

  • Is accessible on a secure internet connection via a web browser, enabling the contact center representative to field requests for class registration, physician referral and appointment, triage, health information, and hospital transfer. 
  • Enables contact center representatives to monitor their active calls and follow-up queues, send direct messages to each other, pull system reports, and run “discoveries” on useful contact center information.

As additional solutions, LVM offers the following add-ons to either software: 

  • Chat, or bi-directional text* with consumers, patients, or providers for class registrations, physician referrals, triage, health information, service referrals, or respond to a question or other request.
  • Self-service portal access (WebLink+) for patients to class registrations, physician referrals, triage, health information, service referrals, or respond to a question or other request.
  • Enterprise access for non-contact center staff to view and manage select information such as class builds and rosters or physician files, or to run specified reports.

* Bi-directional text is only available with LVM One Web.

Personal Health Valet 

Personal Health Valet is a unique platform that allows hospitals to tailor automated campaigns to guide patients for optimized care. Personal Health Valet addresses strategic goals by creating a smart, trusted conversation channel for the patient and family circles. It fills communication gaps created by disparate hospital systems and manual processes by delivering an intelligent and fully automated platform for communicating with patients, spouses, and key employees in real-time.

Personal Health Valet also addresses the myriad of communication gaps that exist when patients leave the health system’s walls. This platform can seamlessly integrate asynchronous (technology-driven) and synchronous (staff-driven) conversations to expand the opportunity for success. 

Personal Health Valet can augment existing predictive technologies and processes with an actionable platform to target and help manage high-risk patient groups. Personal Health Valet:

  • Provides complete “Predictive Models” with actionable workflows. 
  • Creates intelligent post-discharge communication. 
  • Promotes patient compliance: meds, rehab, etc. 
  • Automates communication based on patient condition.
  • Reduces re-admits. 
  • Expands existing care management through technology.
  • Engages in bi-directional communication to keep managers in synch with target patients with CHF, pneumonia, joint replacement, and others.
  • Tracks whether patients have scheduled in-network specialty care visits ordered by primary care doctors.

In addition, Personal Health Valet identifies patients who have been to the ED more than once within the last twelve months for non-emergent conditions and sends them an automated message to alert them about the primary care or urgent care clinics closest to their zip code. It can redirect non-emergent cases from ER to Urgent Care Centers and decrease system leakage.

Overview

For over thirty years, LVM’s solutions have supported nurse triage, disease management, behavioral health intake, patient transfer, and referral/marketing services. The company’s cornerstones are comprehensive software, outstanding customer support, and proven clinical content supported by Drs. Barton Schmitt and David Thompson. 

The LVM team also provides custom web development, implementation services, on-site or remote training, phone and remote-access support, network consultation, free educational webinars, customization of screens, and custom reports. 

LVM Systems logo

For more information, contact LVM Systems at 480-427-3186. 

Vendor Spotlight on Pulsar360


Pulsar360: strategic partners with the TAS industry

Pulsar360, Inc. is a Colorado-based company, with origins dating back to 2001. It’s one of the oldest VoIP service companies in the United States and Canada and an early proponent of cloud technology for the communications industry. Today, as an established unified-communication-as-a-service (UCaaS) provider, Pulsar360 delivers a comprehensive set of offerings including:

  • a cloud-based enterprise class IP PBX,
  • premise-based IP PBX,
  • session initiation protocol (SIP) trunking,
  • business continuity disaster recovery solutions,
  • T.38 faxing that meets HIPAA, GLBA, and other industry compliance regulations, and
  • carrier services.

Unparalleled Experience and Expertise

Pulsar360’s top-notch leadership team has years of experience serving the telecommunication needs of business customers, as well as building and managing enterprises of significant scale in the telecommunications industry. They understand that long-term customer relationships are earned, and customers will not be acquired and retained based on price and technology alone.

They require their team and their authorized partners to spend the appropriate time upfront to validate the integrity of the customers’ network. This is followed by a consultative sales process to develop customized solutions for their clients, as opposed to selling a packaged solution.

Once awarded the business, an in-depth implementation process is used to guarantee that design and features meet the customer’s requirements and expectations. The resulting smooth transition to the new services, responsive communication, and resolution of issues are paramount in establishing these long-term relationships.

As an employee-owned company, everyone has a personal stake in customer satisfaction and the company’s success. One testament to their customer satisfaction is that an outside industry consultancy (Franklin Court Partners) reported that Pulsar360 has the lowest attrition rate in the industry. They’re continually focused on providing an excellent customer experience, as well as expanding and enhancing their suite of service offerings.

99.99 Percent Reliability

Pulsar360 is one of a handful of providers with facilities and networks in both the United States and Canada. They have been perfecting their platform and network for over seventeen years. Their operating platforms are some of the most advanced in North America.

They currently operate four data centers (three in the US and one in Canada), each with redundant infrastructure for all their service offerings. In addition, they have a presence in five additional geographically dispersed data centers.

Pulsar360 provides services to hundreds of call centers and telephone answering service customers. Understanding the special requirements of this industry, they have made a significant investment in their network infrastructure and solutions.

National Network Redundancy

Each Pulsar360 datacenter has connectivity to several national networks. If there is a problem with quality or service issues with one network, calls route to another. With tier II access, Pulsar360 can re-route customer traffic away from regional carrier issues.

Trunk Redundancy

They provision each SIP trunk to two of their geographically dispersed data centers. If there is a data center issue, carrier issue at the data center, or other problem, the other data center takes over for all trunks and DIDs associated with those trunks.

Trunk Bursting

Pulsar360 provides 20 percent burstable trunking to call center and answering service clients at no additional charge. This can be adjusted even higher on the fly for seasonal needs.

Toll-Free Number Redundancy

All toll-free numbers are provisioned with two national carriers. In the event of a major failure at one carrier, all the customer’s toll-free numbers are directed to the secondary carrier.

Customer Administration Portal

This feature provides instant activation of DIDs and toll-free numbers, administrative management for all services and features, and multiple reports.

Business Continuity and Disaster Recovery Solutions

Pulsar360 provides several automatic failover alternatives, from simple automatic failover to secondary and tertiary internet connections, to automatic failover to a hot stand-by cloud business continuity and disaster recovery system.

If the customer’s premise or cloud system goes down, calls automatically failover and are delivered directly to operator desktops via softphones. Calling party ID and customer name or account number are delivered to the operator. It also includes a cloud-based IVR with multiple call queues, skills-based routing, and more when in failover mode. These options are flexible and customizable based on the customer’s unique requirements.

Quality of Service

With Pulsar’s SD-WAN offering they can provide quality of service (QoS) over the internet to their data centers. This—coupled with their 24/7 internet quality of service monitoring and issue alerting that includes scheduled VoIP quality tests with archived test results—insures they deliver the reliability to meet and exceed their customer’s expectations.

Carrier Partnerships

Pulsar360 has wholesale arrangements with numerous global carriers and competitive local exchange carriers. In addition to offering competitive rates and to alleviate finger pointing, the network services can be in Pulsar360’s name. They will receive issue notification by their circuit monitoring and will interact directly with carriers. They also interact directly with the customer’s system provider on issues. This provides one point of responsibility for their customers.

Pulsar360: strategic partners with the TAS industry

Over the years Pulsar360 has received numerous awards and recognitions. They recently received the 2020 Internet Telephony “Product of the Year Award” and the “Hosted VoIP Excellence Award” before that. They were also named a “Top 10 Cloud Communications Company” by Cloud Technology Insights.

1Call Vendor Spotlight


1Call, a division of Amtelco

1Call’s mission: Working together to provide the very best communication product solutions, backed by the best support available.

Since 1976, Amtelco has provided innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer enterprise-wide clinical communication solutions designed specifically for healthcare organizations.

1Call is dedicated to serving the unique call center and communication needs of healthcare organizations, helping improve communications between patients, physicians, and staff by connecting people and information. Amtelco has received twenty-eight patents, covering a wide range of communications processes.

Hospitals and healthcare organizations around the world turn to 1Call to solve their medical call center, answering service, on-call scheduling, on-site and remote operator, web-based communication, call handling, secure messaging, voice processing, conference calling, and automated integration engine notification needs. In an independent survey, 100 percent of the respondents said they would highly recommend Amtelco and 1Call over other healthcare communication providers.

Five-Star Service and Support

1Call has a reputation for complete, professional system support, offering training, installation, and technical support staff on call on a 24-hour basis. When customers need assistance for their call center solutions, 1Call’s customer support staff provides fast and reliable service. Customer advocates, solutions architects, and product managers are available to help customers and answer questions before, during, and after the sale.

1Call understands that every healthcare organization has unique needs. 1Call’s customer support staff includes implementation specialists, installers, project managers, and technical support staff. The customer support staff has an average tenure of over fifteen years, which is virtually unheard of in technology and IT businesses. All support staff members are in the United States. While many of the staff members are in the Midwest home office, there are several regional offices around the United States.

Help When Needed, Pandemic Response

When the coronavirus became a pandemic and hospital call centers experienced a sharp increase in call volume, 1Call supported customers by offering free operator licenses. Because 1Call’s software can turn any desktop or laptop computer into a professional operator station, the service department also helped in setting up remote operator stations so staff could work safely from home. 

“The free license offer from 1Call came at the right time. Additional operators were up and running quickly. I can’t tell you how appreciative I was to be able to have the ability for more agents to cover all of our calls,” said Shelley White, MS, CHAM, FACHE and director, patient access services for State University of New York (SUNY) Upstate Medical University

Customers have access to 1Call’s support team via phone, email, or the exclusive online TechHelper tool, where documentation, manuals, videos, and many more training tools are available. TechHelper is available 24-hours a day, with unlimited access. Emergency assistance for 1Call systems is available 24-hours a day, 365-days a year.

Software upgrades are included with support agreements, helping ensure that 1Call customers always have access to the newest features.

In an independent customer satisfaction survey, 97 percent of the respondents said the Amtelco and 1Call service and support was excellent (Amtelco Satisfaction Research Study conducted by TMA+Peritus, February 2015). 1Call looks forward to partnering with more healthcare organizations to provide this same level of service.

Streamlined Hospital Communication Solutions

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, reduce errors, and lessen training time for new hospital call center operators. All the specialized 1Call solutions save an organization’s limited resources, making each organization tremendously efficient, enhancing the patient experience, and improving their bottom line.

Each 1Call solution comes with the benefit of Amtelco’s forty plus years of experience in the field of call handling and messaging. Thousands of 1Call and Amtelco systems are in operation around the world, 24-hours each day.

Easily Customizable Clinical Communications

1Call understands that every healthcare organization has unique needs and that they sometimes receive unusual requests from physicians and departments. That’s why 1Call offers powerful solutions that are easy to customize by the customer. Customers have access to a wide variety of administrative functions, including the ability to customize scripts for any department, with individual scripts for every physician, if needed. 1Call also has a scripting team that is available to help customers with any specific requests.

Why Choose 1Call?

Hospitals continually recommend 1Call solutions to other healthcare organizations. So, more healthcare organizations continue to switch to 1Call. “Pretty much all of the 1Call team worked long hours as we trudged towards the cutover. I was constantly amazed to be getting email replies to questions at all hours of the day and weekends,” said Kevin Mallon, project manager for Canterbury District Health Board in Christchurch, New Zealand. (Watch video testimonials.) 

Strong Partner Relationships

Hospital CIOs and CTOs are under tremendous pressure to do more with smaller budgets and staff. It’s paramount that they have a reliable health communications IT partner. 1Call forms solid partnerships with customers. Each organization is encouraged to work closely with the 1Call team of consultants and engineers through each phase of system planning, configuration, and implementation. This helps ensure that the 1Call systems are at their optimum performance levels to meet all the communication needs of their organizations.

1Call also works closely with key technology partners to provide organizations with the solutions that best fit their communication and technology requirements. 1Call’s partners integrate at a high level with the call center, on-call scheduling, HIPAA secure messaging, alarms management, and emergency notification services to produce a comprehensive solution that satisfies the needs of each organization.

The 1Call technology partnerships include:

  • American Messaging
  • Apple iOS Developer Program
  • Avaya DevConnect Community
  • Black Box
  • Bluestream
  • Cisco Solution Partner Program
  • Cisco Developers Network
  • Copia OEM Partner
  • GENBAND Partner Program
  • Google Play Developer
  • Health Level 7 International (HL7)
  • HISCALL
  • Interactive Intelligence Global Alliance
  • Interbit Data
  • Microsoft Developers Network
  • Mitel Solutions Alliance
  • NEC UNIVERGE Solutions Partner Program
  • ProScheduler
  • Qgenda
  • SAP OEM Partnership Program
  • ShoreTel Innovation Network Alliance Partner
  • Spectralink Application Integration and Management Solvers Program
  • Unify (formerly Siemens) Technology Partners – Advanced Level Status
  • Vocera Solution Partner Program
  • Windows Development Center Member

One Company, One Solution

The development and customer support teams are in the “Innovation Way” hallway at the Amtelco and 1Call home office. These teams work together closely, and when a question arises, it’s a quick walk down the hallway to find the solution. One company, one solution, proudly located in the USA.

Recent Innovations

As customers have come to expect, Amtelco and 1Call continue creating innovative solutions. In addition to frequent enhancements to Intelligent Series, soft agent, and miSecureMessages, the newest innovations are Web Agent, miTeamWeb, MergeComm, and Genesis: 

Web Agent: 1Call’s next generation, call-handling application, Web Agent, is a web browser-based telephone agent interface. Web Agent is compatible with most modern web browsers, enabling agents to process multi-channel calls on desktop computers, laptops, and tablets. Web Agent can perform directory searches, scripted messaging, and dispatching, and provide access to call log recordings, web content, and on-call schedules.

MiTeamWeb: MiTeamWeb is 1Call’s mobile-friendly web application that gives physicians and hospital staff fast access to on-call schedules, messages, directories, call logs, and status information using a secure browser connection on a PC, smartphone or tablet. The app features customizable widgets, allowing each user to personalize their miTeamWeb home screen. 

The MergeComm Integration Engine: MergeComm automates communications throughout an organization, speeding response times to help organizations provide better patient care. MergeComm takes an incoming message and uses a script to determine who needs to receive that information. 

MergeComm can receive a message from a wide variety of sources, including alarms, alerts, HL7 messages, nurse call, severe weather alerts, TCP, WCTP, and web services. Notifications can go to an individual, an entire group, or the current on-call personnel. Notification methods include email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.

The Genesis Platform: Provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution for healthcare call routing, call management, reporting, and call center applications based on the Intelligent Series. A few of the many benefits of Genesis include reducing the need for hardware, virtualization of the switching platform, integrating with SIP-enabled PBXs, connecting remote agents, and automating overhead paging.

Priority Call Override is a feature of Genesis that ensures urgent calls receive appropriate priority treatment to provide better care to patients. Code calls, emergency calls, crisis calls, and other priority calls can override less urgent calls, allowing agents to take immediate action. The call routes to the most qualified operator available and notifies all agents that a priority call is in progress.

The Future

1Call, a division of Amtelco

As technology continues to evolve (and everyone knows it will) and as customers have new communication challenges, rest assured that 1Call and Amtelco will continue to develop new innovative solutions, as they have for over forty years.

Vendor Spotlight On TriageLogic


TriageLogic

Adapting to the Demands of Healthcare with High-quality Solutions for Nurse Triage and Remote Patient Care

In 2006 by Charu Raheja, Ph.D., founded TriageLogic with the purpose of using modern nurse telehealth technology and medical expertise to improve access to healthcare. Their goal is to ensure everyone receives the same standard of care regardless of where they live. Ravi Raheja, MD, serves as the medical director and COO, overseeing all nursing and technology operations in the company to ensure patients receive the highest level of care.

Over the last thirteen years, TriageLogic has stayed true to its mission and continues to provide innovative nurse telehealth technology and mobile applications. TriageLogic also operates one of the largest URAC-accredited healthcare call centers in the United States. As healthcare has evolved, TriageLogic has continued to adapt and release new product lines to meet the changing needs of the industry.

The year 2020 has challenged our healthcare system, causing many medical professionals to work around the clock to implement emergency remote support solutions for patients. TriageLogic has been proud to assist with the COVID-19 pandemic by quickly adapting and creating easy-to-implement solutions for hospitals, medical organizations, and health centers to use for patient care during the COVID-19 crisis.

The following lists some of the solutions available for clients:

Nurse Triage On Call

TriageLogic maintains one of the most sophisticated URAC accredited nurse triage systems in the United States. Their call center software allows clients to customize orders after nurses evaluate the symptoms presented by patients. Nurses can share handouts with patients on behalf of doctors, and MDs can communicate securely with nurses using HIPAA-compliant texting. The company quickly ramped up its services and software implementation as it observed a call volume increase by as much as 35 percent due to COVID-19.

Customized Coronavirus-Trained Hotline and Patient Triage System

These hotlines include a combination of online systems and a remote call center telephony with triage protocols. By partnering with physicians, TriageLogic helps millions of concerned callers, evaluate their symptoms, and coordinate testing for thousands of patients.

Remote Call Center with a Phone System for Doctors and Nurses

TriageLogic can set up nurses and doctors to work remotely, including connecting all staff to a call center-grade, HIPAA-compliant phone system. This system allows organizations to keep their clinical staff at home and coordinate as a team as if they were in the office. From front desk staff to nurses and doctors, the entire team stays together while working remotely, including scheduling visits and conducting telehealth visits. Using secure phone lines keeps patient information confidential.

Nurse Triage Software with Up-To-Date Protocols (including COVID-19)

MyTriageChecklist is a fast-to-train, web-enabled software from TriageLogic that provides continuity in patient care and education. It takes less than an hour to implement, does not store any sensitive patient information, and offers an easy-to-use interface to ensure nurses ask and consistently document all relevant questions related to patient symptoms.

It also includes triage protocols written by Dr. Schmitt and Dr. Thompson, which are updated in real-time. For example, COVID-19 protocols receive regular updates as information becomes available.

Remote Patient Monitoring (RPM)

As monitoring technologies continue to gain traction, the healthcare industry views RPM as a way to help control the cost of care for those with chronic diseases such as congestive heart failure, COPD, asthma, and diabetes.

However, the amount of data that’s generated by monitoring technologies is vast. TriageLogic has partnered with several device companies to create a full end-to-end monitoring system. The system makes it easy for doctors to monitor their chronically ill patients without adding administrative or clinical burden to their staff. TriageLogic can also create specific protocols for nurses to use based on devices and patient conditions.

Reporting Portal

Finally, all TriageLogic solutions come with a robust reporting portal to provide in-depth analytics on the outcomes from patient interaction. TriageLogic aims to stay ahead of the demands of healthcare and create ready-made and easy to implement solutions to continue helping providers give the best possible care to their patients.

TriageLogic is a URAC accredited, physician-led provider of high-quality telehealth services, nurse triage, triage education, and software for telephone medicine. Their comprehensive triage solution includes integrated mobile access and two-way video capability. The TriageLogic group serves over 7,000 physicians and covers over 18 million lives nationwide.

Vendor Spotlight on LVM


LVM Systems

LVM has served the healthcare call center industry for over thirty years. During that time, they have worked with many prestigious health systems, stand-alone hospitals, and other healthcare organizations. Throughout the years, they engaged their clients, learned what they wanted, and developed specific enhancements to address their needs. 

Today, their clients are asking them to develop solutions that place a high focus on integrated access to high quality, patient-centric care. Healthcare organizations, communities, and medical professionals face the challenging task of communicating patient care across all stakeholders while focused on the patient’s continuum of care.

LVM’s current healthcare call center system provides software solutions to support both clinical and marketing functions. Clinically, their software supports nurse triage, pediatric and adult guidelines, disease management, behavioral health, hospital/patient transfer, health information, and surveys.

On the marketing side, numerous clients utilize the physician referral, answering service, class registration, marketing outreach, web-based messaging, complaint management, and other components of the software. Some client hospitals use both the clinical and marketing capabilities.  

All these components exist within the same software, enabling clients to use them throughout their healthcare organizations. Clients utilizing LVM’s N-Centaurus software receive quality support upon which LVM has built their reputation. N-Centaurus remains a strong solution to meet numerous client needs. It will continue to do so for many years to come. 

Organizations looking for a fully integrated system that takes their current functionality and builds upon it, can look for LVM’s upcoming product release. Creating such a product has been their mission over the past three years, with the goal to produce an interoperable solution to meet the needs of LVM clients and their patients. LVM listened to the industry and their clients. Their new product reflects that effort. 

Spring is the perfect time of year for new beginnings and refreshing new ideas. This spring will be especially notable for the industry as LVM rolls out their next-generation product. Although they can’t share the specifics quite yet (and spoil the product launch), know that this product will take their clients’ organizations to the next level. Users, however, need not worry. The functions and features they have come to depend on will still be there—just in a more integrated, system-wide way. 

Also, LVM has expanded the functionality of their existing software to increase its value. Clients will be able to relieve many of the stress points their patients experience when interacting with the client’s organization.

No longer will patients feel lost in the myriad of touchpoints they must navigate to access an organization and receive services. No longer will they feel frustrated from not knowing simple things like where to park, where to register, or where to find the lab or radiology building. Simplified follow-up communications will enable patients to remember appointments, fill their prescriptions, and among other things, check their vitals.

As LVM looks toward the next thirty years, they see tremendous opportunities to assist clients in greatly improving the health of the country. LVM looks forward to sharing this experience with their clients. Although there will be changes, some things—like the ability to customize LVM’s hospital call center solutions and their high level of quality support services—will never change. 

LVM Systems logo

Learn more about LVM.