American Hospital Dubai (AHD), one of the pioneering private healthcare providers in the region distinguished for its outstanding facilities and care standards, has partnered with Avaya to improve patients outcomes with superior call centre operations and customer relationship management (CRM), capabilities that personalise the patient experience, simplify access to care and help streamline operations. The technologies implemeneted align with AHD’s healthcare delivery transformation journey.
The partnership sees AHD adopt a comprehensive suite of digital contact centre services that will enhance its teams’ ability to communicate with patients along their health journey. By connecting people, resources, data and solutions, the solution helps AHD optimise its operations and help care team members communicate seamlessly so that they are more accessible.
The core Avaya OneCloud CCaaS solution is complemented by a range of apps designed specifically to address critical needs in the patient journey, creating a connected patient experience from appointment to post-care.
“American Hospital Dubai is well-known for its commitment to adopting the latest medical technologies that enable us to deliver industry-first procedures. We have applied the same principles to the way we interact with patients – wherever they may be. Leveraging best-in-class technologies, we are serving patients with the most appropriate, convenient and cost-effective care, making sure we are with them at every step of the journey, on the communications channels they choose. The solution has helped us aggregate various data – such as patients’ demographics, interactions with our website and call center, and financial and other relevant details – to create a comprehensive profile for our patients,” said Ahmad Yahya, CIO at American Hospital Dubai.
The digital solutions implemented by AHD gives patients a range of ways to connect with the provider, supporting multiple inbound and outbound communication channels. They also streamline behind-the-scenes systems that keep up with data and information.
Through a CRM Connector that integrates with the Hospital Information System, the AHD has shortened patient call response times. This is supplemented with an Extensive Knowledge Base, which drastically reduces call times, ticket-issuing time, and improves patient satisfaction. A Customer Survey Module transfers callers to a post-call survey to rate agent performance and service. This feeds into a comprehensive dashboard, enabling the hospital to monitor customer satisfaction and NPS levels.
Meanwhile, a Social Media Connector enables the hospital to communicate with patients via the channel of their choice, while a Call Back Module manages dropped and missed calls automatically and can be fed into an outbound campaign. Finally, an Automated SMS notification service helps the hospital to reduce last-minute cancellations.
“We are proud to support American Hospital Dubai, one of the most well-regarded and advanced healthcare institutions in the region, as it continues to go above and beyond to deliver exceptional patient experiences. The need to extend the patient experience into the digital realm, to cover every aspect of the healthcare journey, is well understood by the team at American Hospital Dubai, and we are glad to enable their ambitions with our global expertise,” said Nidal Abou-Ltaif, President, Avaya International.
The connected patient experience solution deployed at the American Hospital Dubai was demonstrated Avaya’s stand at the just concluded GITEX Technology Week, where the company exhibited under the theme ‘Every Experience Matters’.