How to Solve the 7 Common Problems in Hospital Communication System ?

Nov 06, 2023

Top 7 pain points of hospital communication：

1. The needs of meet the hospital's daily office communications.

2. Crowded patients call to consult, resulting unable to answer the phone.

3. The Needs of a system that can contact patients and can be connected with the hospital's HIS system for database linkage.

4. New construction: optical network + IP communication; old renovation: optical transmission + IP communication.

5. Not free for communication between hospitals in different places.

6. The needs of point-to-point video communication, and video conference.

7. The needs of connection between the ward intercom system, and the daily office communication system.

Equiinet’s Solutions for pain points

CINA System：

CINA system, an call center system that supports both the daily office communications of the hospital and patient callbacks.

Types of IP Phones：

Network Topology Diagram + Deployment Details：

a. Deploy a CINA system in the main machine room of the hospital, and through the gateway, access the phone line sent from the operator, retaining the user's original number;

b. Equipped with the FXS gateway, utilize the original analog phones.

c. The CINA, gateway and FXS gateway are connected to the network switch for intranet interworking. d. Finally, all types of IP phones are connected to the network switch.

d. Finally, the IP phones, access to the network switch, registered to the CINA.

Pain point 1：The Needs of meet the daily office communications of the hospital.

a. Using old devices：keep the old analog phone and phone number.

b. Adding new IP/Wi-Fi/video phones.

c. Inbound and outbound calls to keep in touch with patients.

d. Meetme conference, call forwarding, consultation transfer, blind transfer, etc.

e. Check call records, listen to or download call recordings to avoid doctor-patient disputes.

The CINA has so many communication features, such as: IVR, ring groups, meetme conference, call forwarding, consulting transfer, blind transfer, call records check, listening to or downloading call recordings, statistical reports, and so on.

Pain point 2：Crowded patients call to consult, resulting unable to answer the phone.

a. Hospitals need to answer a large number of patient calls every day, with many questions and the same questions.

AI Smart Operators – instead of customer service agents to improving answering efficiency.

Hospitals need to answer a large number of patient calls every day, with many questions and high repetition.

After using AI intelligent operator, just tell it the department you want to transfer or the person you want to find, or the question you want to consult, it will quickly transfer for you, or directly answer for you.

Al Smart Operator, with "voice recognition" function, can be 24 hours a day non-stop service, replacing the human to answer calls, saving labor costs, improve the experience of callers, improve the efficiency of answering.

Also, Al Smart Operator has high compatibility and supports connection with PBX and IPPBX, utilizing the user's original system.

Deployment conditions for AI Smart Operator:

Install the “AI Smart Operator” software on a computer. And configure it.

Note:

a. Users need to provide a computer for the installation of the AI Smart Operator software;

b. It must be worked with the Internet.

c. Register an account on iFLYTEK and the first year is free, the second year is 1.5 million calls/4000 CNY.

Pain point 3：The Needs of a system that can contact patients and can be connected with the hospital's HIS system for database linkage.

a. Hope to set up a customer service department to contact patients through the call center system.

b. Hope that the system can realize: outbound call pop-up screen, displaying patient information; and be able to add and edit patient information;

c. Support functions such as call quality testing, recording query, recording download and report statistics,etc.

d. Can be connected with the hospital's HIS system for database linkage and synchronization of patient information.

Patient callback, you can call back through the professional call center system.

Outbound callback, call quality testing, recording check, recording download, report statistics, satisfaction survey,etc.

The hospital has a HIS system, and hopes that the call center system can be connected with the HIS system for database linkage and synchronization of patient information.

There are rich API interfaces:

• JavaScript(BS)；

• HTTP(BS/CS)；

• WebService(BS/CS) ；

• socket(CS) ；

Those interfaces can help you realize the following functions:

• Agent Login & Logout, status showing

• Dial, Consult, transfer, Call back, Conference, Hang up；

• Call Barge, Call Spy, dismantling, Call whisper；

• Call Pause and Hold；

• Get the status of the agent in the agent group;

• Get the real-time status for the agent and team.(Ringing, answering, consulting,etc.)

Pain point 4: New construction: optical network + IP communication; Old renovation: optical transmission + IP communication.

a. Newly built hospitals want to adopt all optical network + IP communication to realize more efficient transmission, lower cost wiring and longer service life.

b. Older hospitals want to realize: optical transmission + IP communication between buildings to make the old renovation easier. Improve the transmission efficiency between buildings and reduce the cost.

New hospitals can use all-optical network + IP communication.

Advantages: easy to deploy, low cost, high transmission, long service life.

For new hospitals, it is recommended to use all-optical network + IP communication; all optical transmission between the hospital office building, inpatient building and outpatient building. Deploy a IP communication system in the optical network.

Hospital renovation, can use optical transmission + IP communication, realize renovation with low-cost.

For old hospitals, it is recommended to use optical transmission between buildings and IP communication on the intranet. At the same time, use FXS gateway to utilize the olad analog phones.

Pain point 5: Not free for communication between hospitals in different places.

a. The hospital has branches in the city, and hopes that free communication between the main hospital and the branches.

b. All branches can be unified through the main hospital phone line for outbound calls, without the need for each branch hospital to apply for a separate telephone line, saving time and cost.

c. Patient's calls can reach all headquarter/branch hospital departments and quickly find the person they are looking for.

After deploying and connecting the IP communication system in branches, free for communication in branches.

The IP communication system can be deployed according to the specific needs of each hospital, such as:

a. CINA – Call Center

b. SINA -- For large users(1,000-30,000 users)

Each hospital has an old communication system, if you want to utilize the old, there are three ways to access the IP communication system for free communication in branches.

a. SIP protocol； b. E1 Gatway； c. FXO Gateway。

• General Hospital, new construction, deployment of IP communication system;

• Branch 1, utilizing the original PBX system;

• Branch 2, deployment of IP phones, access to the general hospital IP communication system;

Pain point 6: The Needs of point-to-point video communication, and video conferences

a. Able to make point-to-point video calls and meetme conferences through video phone.

The point-to-point video communication, and video conferences

✓ The system supports free point-to-point video communication.

✓ The system supports WebRTC video conferencing.

✓ The system supports a variety of video devices to join the meeting, such as: video phone, computer/iPad Web terminal, cell phone APP, etc.

Pain point 7: The needs of connection between the ward intercom system, and the daily office communication system

a. Current ward intercom system, want to upgrade to IP intercom system, combined with office telephone system, simplify the nurses’ communication, and more efficiently answer patients' calls.

Ward Intercom System

a. Equipped with intercom device to meet the demand of timely alarm in the ward, and through the SIP protocol, connecting to the IP communication system, to combine the intercom system and the IP communication system. Nurses can receive alarms from patients at any time and see the video on the screen.

b. At the same time, equipped with wireless alarm, patients with limited mobility can be carried on the body at any time, encountering danger and timely alarm for help.