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The organization expects the technology to improve efficiency and dialogue among the 70 or so administrators, clinicians and staff who are on call at any given time.

The hospital had been using a 20-year-old switchboard, and if any of its components broke, they needed to seek replacement parts on the secondary market, recalls Chi-Cheng Chu, information services manager. The switchboard remains but will be retrofitted with the Spok software.

\u201cWe needed a new system that would allow us to build capacity and integrate with modern technology and with all the tools our operators need in one single platform,\u201d he adds.

Safety was big factor in the change from manual processes to an automated system, he notes. \u201cIf we can\u2019t reach the right doctor at the right time, we\u2019re taking a big risk that we have to mitigate.\u201d

Also See:<\/b> First responders soon can access patients\u2019 health histories<\/a>

Consequently, the hospital considered eight vendors and looked at five before selecting the Spok Care Connect software suite. \u201cOther vendors were not ready for the market or did not have a complete call management solution,\u201d according to Chu.

Now, the switchboard is integrated with an on-call calendar and personnel contact information that includes the preferred types of contact for particular clinicians, administrators and other users, depending on the time of day, where they are in the hospital or if they are home in the evening. All information also is captured to support audits and other legal issues.

\u201cOur partnership with Spok marks a new era for our contact center and a positive impact on communication across the hospital,\u201d says Sumon Acharjee, chief information officer. \u201cWe are able to mitigate patient safety risks by connecting nurses, physicians and others with accurate information in a fast and reliable manner. This step represents a major automation milestone by eliminating what was previously all-manual operator procedures.\u201d

Now, North York General Hospital, which is affiliated with the University of Toronto, is implementing additional modules from Spok that include call recording, web directory and on-call scheduling, as well as enabling evaluation of how calls are handled, and ensuring staff contact information and schedule information is accurate and readily accessible.

Change management was a challenge for switchboard operators as they transitioned from paper to automation, but the changeover will keep the operators employed, according to Chu.
","saveContent":"North York General Hospital in Toronto recently went live on care collaboration software to eliminate manual processes and improve communications.

The organization expects the technology to improve efficiency and dialogue among the 70 or so administrators, clinicians and staff who are on call at any given time.

The hospital had been using a 20-year-old switchboard, and if any of its components broke, they needed to seek replacement parts on the secondary market, recalls Chi-Cheng Chu, information services manager. The switchboard remains but will be retrofitted with the Spok software.

\u201cWe needed a new system that would allow us to build capacity and integrate with modern technology and with all the tools our operators need in one single platform,\u201d he adds.

Safety was big factor in the change from manual processes to an automated system, he notes. \u201cIf we can\u2019t reach the right doctor at the right time, we\u2019re taking a big risk that we have to mitigate.\u201d

Also See:<\/b> First responders soon can access patients\u2019 health histories<\/a>

Consequently, the hospital considered eight vendors and looked at five before selecting the Spok Care Connect software suite. \u201cOther vendors were not ready for the market or did not have a complete call management solution,\u201d according to Chu.

Now, the switchboard is integrated with an on-call calendar and personnel contact information that includes the preferred types of contact for particular clinicians, administrators and other users, depending on the time of day, where they are in the hospital or if they are home in the evening. All information also is captured to support audits and other legal issues.

\u201cOur partnership with Spok marks a new era for our contact center and a positive impact on communication across the hospital,\u201d says Sumon Acharjee, chief information officer. \u201cWe are able to mitigate patient safety risks by connecting nurses, physicians and others with accurate information in a fast and reliable manner. This step represents a major automation milestone by eliminating what was previously all-manual operator procedures.\u201d

Now, North York General Hospital, which is affiliated with the University of Toronto, is implementing additional modules from Spok that include call recording, web directory and on-call scheduling, as well as enabling evaluation of how calls are handled, and ensuring staff contact information and schedule information is accurate and readily accessible.

Change management was a challenge for switchboard operators as they transitioned from paper to automation, but the changeover will keep the operators employed, according to Chu.
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Spok software enables improved communication at North York

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