The Amcom SoftwareAdvantage
Agenda• Introduction to Amcom Software• Healthcare Challenges• Middleware Product Line• Pager, Paging, and Wireless Teleph...
Why Amcom Software?The Leader in Healthcare Communications                 • 25+ years’ experience managing               ...
Healthcare Customers4
Amcom SoftwareHealthcare Challenges
Life Was Simple
Sources of Data Are Exploding             Infusion Pump                 System                                            ...
Ways to Communicate Are Exploding           Infusion Pump                                                                 ...
Supporting Your Communication Needs              Infusion Pump                                 Speech                  Sys...
Hospitals Need Solutions to ImproveQuality of Care and Patient Safety• Inadequate communication is the                    ...
Amcom Product Suite:Middleware OptionsAmcom MessengerThe Fusion Series
Scalable Middleware OptionsAmcom Messenger                                   Fusion Series• Hub for consolidating enterpri...
Integrating With Today’s TechnologyNurse Call     Nurse Call      Point-of-Care,   Onsite    Wireless DevicesAcute Care   ...
Amcom Messenger Middleware Helping Staff Respond QuicklySoftware that sends alerts from inputsources like patient monitori...
Amcom MessengerWhat Middleware Can Do for Staff                  • Faster communications improve                    effici...
Amcom MessengerWhat Middleware Can Do for Patients• Faster staff response to  dangerous changes in  patients’ vital status...
Amcom MessengerKey Features                  • Alarm filtering by priority/staffing                  • Escalation         ...
Amcom Messenger: Solving Today’s ChallengesStaffing ComplexitiesNursing Shortage                         Retention/Turnove...
Amcom Messenger: Solving Today’s ChallengesPatient SafetyMeet Safety Goals                       Joint Commission Complian...
Amcom Messenger: Solving Today’s ChallengesNurse-Physician RelationsStaff Communications                    Continuity of ...
Amcom MessengerCase Study: Maple Grove Hospital• New hospital: engineered efficient  work patterns and chose technology   ...
Amcom Messenger at Maple GroveSending Alerts to the Appropriate Staff22
Amcom Messenger  Case Study: Coffs Harbour Hospital                                                • Centralized alerts fr...
Fusion Series Modules• Portfolio of modules for enhanced alarm management & event  notification• Industrial (19” rack) or ...
The Fusion Series: Snapshot• EMM (Event Management Module): Provides the ‘hub’ of the Fusion  Series. Supports multiple pr...
Rack-Mount Version• Rugged industrial design• High-power option features  dual cooling fans• Standard 19” 1U rack  mountab...
An In-Depth Look at Nurse CallIntegrationRauland-Borg   SimplexGrinnellExecutone      SedcoGE Dukane      AustcoHill Rom  ...
Nurse Call Integration Highlights                • Universal staff allocation client                  standardizes user ex...
Point-of-Care IntegrationPatient MonitoringInfusion PumpsPulse OximetersVentilatorsLab Information SystemsMedication Manag...
Patient Monitoring• Help meet Joint Commission national patient safety goals for  “effectiveness of clinical alarm systems...
Infusion Pumps• Infusion pumps administer fluids (medication, blood, or  nutrients) intravenously• Integration of infusion...
Pulse Oximeters• Checks for the percentage of oxygen in blood and heart rate• The combination of patient-controlled analge...
Ventilators• Ventilators “breathe” for the patient when he/she cannot by  moving air into and out of the lungs• Alarms:   ...
Lab Information Systems• Results of test (critical values) can indicate the treatment of a  patient should change immediat...
Facility Alarm ManagementFire Alarm / HVAC SystemsBuilding Management SystemsSecurity SystemsPneumatic Tube SystemsLocatio...
Fire Alarm Integration• Notify staff automatically when the fire detection system signals an  alarm and may identify the s...
Building Management Integration• Building management systems consist of the integration to a  number of sub systems, typic...
Security Systems Integration• Security systems monitor a variety of alarm systems within an  acute care hospital, some of ...
Location Services• RTLS Tracking Systems (either using Wi-Fi, RFID or infrared) have  several uses:     – Assists biomedic...
Bed Management Systems• In 2005, the Joint Commission directed hospital leaders to  implement plans for improving patient ...
Hugs Infant Abduction• Since the Joint Commission began tracking sentinel events in 1996, there  have been eight case of i...
Pneumatic Tube Systems• Pneumatic tube systems are used to transport blood products,  lab specimens and pharmaceuticals wi...
Pager, Paging System, &Wireless Telephony OverviewAdding Value
7950 Pager: Highlights• Easy-to-use pager• Two or four line alphanumeric display  (with bold font feature)• Up to 80 days ...
INTELPage IP 5-250 Watt Transmitters• Paging transmitter to send messages directly to onsite pagers• Available in a range ...
Distributor of Polycom (SpectraLink/KIRK)Wireless Telephony Systems           Link WTS           Delivers rich PBX functio...
Amcom Mobile ConnectSMS with Acknowledgment &Responses
Introducing Amcom Mobile ConnectSecure receipt of messages onsmartphones and tabletsMessage to anyone in yourorganization’...
The Joint Commission and Texting49
New Message on Device: Cisco              Nurse Brenda just received a              message that she’s needed in room     ...
Reply Using Template or Free-Form Text                She immediately responds that                she’s 10 minutes from t...
Track the Progression of the Message Online     Queued/Accepted: Message received by Amcom Mobile Connect server     En ro...
Amcom Mobile ConnectSupporting Today’s Technology Leaders                            Operating System     RIM OS 4.5+   iO...
The Amcom Solution Suite SummaryWhere We Can Assist You and Your Customers                                            Smar...
Buzz Words• Sentinel Events         • Middleware• Workflow                • Event Notification• Alarm Desensitization   • ...
Discovery Questions• Current Manufacturers?• Current Communication Workflow?• Types of Alarms?• Integrates to Device Type?...
Fusion/Amcom Messenger/AmcomMobile ConnectWeb Interface Demo
Our Next Action Steps                        • Lets work on some                          opportunities together!58
Thank YouAny Questions?Succor Consulting Group, Inc.   www.mysuccor.com   888-803-9431 | 704-215-4411
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Succor's "Amcom" Unified Communications

  1. 1. The Amcom SoftwareAdvantage
  2. 2. Agenda• Introduction to Amcom Software• Healthcare Challenges• Middleware Product Line• Pager, Paging, and Wireless Telephony Overview• Product Demo• Resources and Next Steps• Questions
  3. 3. Why Amcom Software?The Leader in Healthcare Communications • 25+ years’ experience managing healthcare communications • Trusted by top names in healthcare – 750+ hospitals – Vast majority of top U.S. hospitals • Full suite of healthcare-proven mission-critical communications • Financially viable, growing company – $50 million in profitable revenue3
  4. 4. Healthcare Customers4
  5. 5. Amcom SoftwareHealthcare Challenges
  6. 6. Life Was Simple
  7. 7. Sources of Data Are Exploding Infusion Pump System ADT System Pulse Oximeter System Nurse Call Patient Monitoring System EMRVentilator Systems Security System Critical Lab ResultsFire Alarm Bed Management Infant Protection 7
  8. 8. Ways to Communicate Are Exploding Infusion Pump Desk Phone System Smartphones ADT System Wireless Pulse TelephonyOximeter Nurse Call System Speech Patient Recognition Monitoring System EMR WebVentilator Systems Security System Tablet Critical Lab Results Voice Cell Phones BadgesFire Alarm Bed Management Wide-Area Onsite Paging Paging Infant Protection 8
  9. 9. Supporting Your Communication Needs Infusion Pump Speech System Recognition Pulse Oximeter Critical Lab BlackBerry Android System Results Patient iPhoneMonitoring ADT System Tablet System Desk Nurse Phone Call Ventilator Web Systems Bed Wide-Area VoiceManagement Infant Paging Badges Protection Onsite Cell Phones Security Paging System EMR Wireless Fire Alarm Telephony 9
  10. 10. Hospitals Need Solutions to ImproveQuality of Care and Patient Safety• Inadequate communication is the Critical Issues in Hospitals main cause of sentinel events in Communications hospitals(1) Patient Assessment• Why is there is a need for rapid, Leadership more automated communications? Procedural Compliance Competency / Credentialing – Lack of coordinated response to patients Environmental in distress Safety / Security Orientation / Training – Difficulty reaching the appropriate Availability of Information clinician Care Planning – Inaccurate on-call schedules contribute to Organization Culture improper contacts Staffing – Slow caregiver response to aid requests Continuum of Care 0% 20% 40% 60% 80%(1) Improving America’s Hospitals: The Joint Commission’s Annual Report on Quality and Safety 2007 % of Deaths and Serious Injuries10
  11. 11. Amcom Product Suite:Middleware OptionsAmcom MessengerThe Fusion Series
  12. 12. Scalable Middleware OptionsAmcom Messenger Fusion Series• Hub for consolidating enterprise-wide • Point-to-point applications that address alarms and events specific integration requirements – Includes advanced integration options • Staff receive notifications on mobile devices with an option for call-back• Staff receive notifications on mobile devices with an option for call-back • Audit trail/reporting• Audit trail/reporting• Prioritization and escalation• Advanced workflow optimization capability12
  13. 13. Integrating With Today’s TechnologyNurse Call Nurse Call Point-of-Care, Onsite Wireless DevicesAcute Care Assisted Living Patient Safety Devices & Carriers Building Automation
  14. 14. Amcom Messenger Middleware Helping Staff Respond QuicklySoftware that sends alerts from inputsources like patient monitoring andnurse call to staff’s mobile devices 14
  15. 15. Amcom MessengerWhat Middleware Can Do for Staff • Faster communications improve efficiency – do more in less time • Right message, right person, right time, right device • Less walking - more time at the bedside • Improve patient satisfaction scores • Strengthen Joint Commission audits with traceable notifications
  16. 16. Amcom MessengerWhat Middleware Can Do for Patients• Faster staff response to dangerous changes in patients’ vital status• Reduce overhead paging to promote quiet healing• Handle patient requests more quickly and easily• Reduce accidents and falls• Higher satisfaction16
  17. 17. Amcom MessengerKey Features • Alarm filtering by priority/staffing • Escalation • Easy caregiver room assignment • Full audit trail – date/time stamps • Works with the systems and devices you already use • Has received FDA 510(k) clearance as a class II medical device17
  18. 18. Amcom Messenger: Solving Today’s ChallengesStaffing ComplexitiesNursing Shortage Retention/Turnover How Amcom Messenger Middleware Helps • Improved workflows and efficiency with better communication tools means nurses can do more in less time • Higher staff satisfaction with reduced walk times and better patient communications18
  19. 19. Amcom Messenger: Solving Today’s ChallengesPatient SafetyMeet Safety Goals Joint Commission ComplianceFalls, Accidents (and costs) Patient Satisfaction Scores How Amcom Messenger Middleware Helps • Reduce accidents and falls (and unreimbursed costs of associated care) by speeding response to requests for assistance • Handle patient concerns and requests quickly with less overhead paging – promotes quiet healing and high patient satisfaction scores • Escalate requests automatically to keep response times down19
  20. 20. Amcom Messenger: Solving Today’s ChallengesNurse-Physician RelationsStaff Communications Continuity of Care Escalations to Alternate/On-Call Staff How Amcom Messenger Middleware Helps • Right person, message, time, device improves efficiency and reduces frustration • Complete audit trail of communications logs who received notifications and how they responded – resolve disputes20
  21. 21. Amcom MessengerCase Study: Maple Grove Hospital• New hospital: engineered efficient work patterns and chose technology Voice Badges accordingly Pagers Wi-Fi Phones• Created culture of instant communication Nurse Call Email• Filter requests – not all to nurses – Supplies: technician Patient Monitoring – Bathroom assistance: orderly Reporting – Pain/concern: nurse• Top 5% in the U.S. for patient scores on ‘willingness to recommend’ Maple Grove Vision: "Deliver healthcare as it ought to be"21
  22. 22. Amcom Messenger at Maple GroveSending Alerts to the Appropriate Staff22
  23. 23. Amcom Messenger Case Study: Coffs Harbour Hospital • Centralized alerts from five Nurse Call systems go to mobile staff Duress Wi-Fi Phones • Reduced trips around the unit for nurses Fire • Improved response times for alarms and alerts Reporting • Scaled easily from 150 to 400 BuildingManagement Wi-Fi phones Security “Amcom Messenger is an integral part of the way we do business and helps us in our mission to continually strengthen patient care and safety.” Ken Meale - Coffs Harbour Hospital 23
  24. 24. Fusion Series Modules• Portfolio of modules for enhanced alarm management & event notification• Industrial (19” rack) or desktop/wall-mount enclosure• Web-based administration• Module portfolio: – Event Management Module (EMM) – Integrated Alarm Management Module (IAM) – Alarm Dispatch Module (ADM) – Cellular Messaging Module (CMM) – Telephone Interface Module (TIM) – INTELPage IP Transmitters (5W – 200W)24
  25. 25. The Fusion Series: Snapshot• EMM (Event Management Module): Provides the ‘hub’ of the Fusion Series. Supports multiple protocols, including SMS. Takes information from virtually any 3rd-party application, processes it, and sends it out.• IAM (Integrated Alarm Management Module): Supports multiple protocols, including SMS. Designed to integrate with nurse call systems to process/send events. Provides call-back functionality and staff assignment.• ADM (Alarm Dispatch Module) provides 16 alarm inputs that can take data from various sources (e.g., legacy nurse call systems and fire alarm panels)• CMM (Cellular Messaging Module): Send short messages (SMS) to cellular telephones and other SMS-compliant devices.• TIM (Telephone Interface Module): Provides voice-prompted wireless messaging from a standard business phone.• INTELPage IP: A state-of-the-art, IP-based POCSAG paging encoder / transmitter.25
  26. 26. Rack-Mount Version• Rugged industrial design• High-power option features dual cooling fans• Standard 19” 1U rack mountable housings* – *25, 50, 100 & 200 Watt INTELPage IP s are 19” 2U26
  27. 27. An In-Depth Look at Nurse CallIntegrationRauland-Borg SimplexGrinnellExecutone SedcoGE Dukane AustcoHill Rom TekToneIntego West-ComJeron Zettler
  28. 28. Nurse Call Integration Highlights • Universal staff allocation client standardizes user experience • Routing of alarms based upon location, priority, sensitivity, staff availability and scheduling to a myriad of devices • Support for “role-based” allocation, dynamic allocation, and pre-defined staff schedules • Voice communications between the patient handset and the wireless phone • Centralized reporting of nurse call systems throughout the hospital or across multiple sites28
  29. 29. Point-of-Care IntegrationPatient MonitoringInfusion PumpsPulse OximetersVentilatorsLab Information SystemsMedication Management Systems
  30. 30. Patient Monitoring• Help meet Joint Commission national patient safety goals for “effectiveness of clinical alarm systems” by significantly improving patient response time and satisfaction• Creates a quieter, more healing environment by reducing noise• Increased accountability by documenting nurse activity• Filtering of nuisance alarms• Can encompass many devices/measurements – Pulse oximeter – EKG – Blood pressure – Temperature• Alarms: (depends on features of monitor) – Heart rate to High / Low – Temperature High / Low – ECG High / Low – SPO2 Levels Low – Blood Pressure High / Low – Cords Out
  31. 31. Infusion Pumps• Infusion pumps administer fluids (medication, blood, or nutrients) intravenously• Integration of infusion pump alerts can significantly reduce noise and nurse fatigue• Reporting of alarms – Low medication (bag out) – Flow rate is too fast / slow – Patient side / bottle side occlusions – Air in line – Pump requires service – Battery low
  32. 32. Pulse Oximeters• Checks for the percentage of oxygen in blood and heart rate• The combination of patient-controlled analgesia and lower staff-to-patient ratios make it less likely that a clinician will be there to observe an avoidable adverse event• Alarm escalation rules ensure every alert is attended to• High Levels of false alarms, lead to alarm desensitization• Alarms: –SPO2 low –Pulse rate high / low32
  33. 33. Ventilators• Ventilators “breathe” for the patient when he/she cannot by moving air into and out of the lungs• Alarms: – Patient stopped breathing – High vent = too much air pressure in the tube – Low vent = not enough air pressure in the tube – Flow rate33
  34. 34. Lab Information Systems• Results of test (critical values) can indicate the treatment of a patient should change immediately – < 5% of critical value telephone calls were abandoned – 71.4% of 623 institutions had no policy on handling repeat critical calls• Enable “push” notification of results to physicians vs. guesswork with periodic “pull” of information• Stat lab results may be reported virtually instantaneously34
  35. 35. Facility Alarm ManagementFire Alarm / HVAC SystemsBuilding Management SystemsSecurity SystemsPneumatic Tube SystemsLocation ServicesInfant AbductionBed Management Systems
  36. 36. Fire Alarm Integration• Notify staff automatically when the fire detection system signals an alarm and may identify the specific detector and its location• Fire panel and sensor faults may be routed directly to maintenance staff, whereas actual alerts can perform mass notification via a myriad of devices• Assist in weekly testing procedures• Utilization of broadcasting technology with onsite paging and priority management enables notification of all pagers in less than two seconds• Connectivity may be via a high-level serial or IP interface , with low-level “contact closure” for legacy fire alarm panels36
  37. 37. Building Management Integration• Building management systems consist of the integration to a number of sub systems, typically as follows: – Lighting control – Consumption measurements of water, electricity and cooling (heating) – Access control – Intruder alarm system – Video monitoring system – Fire alarm system• Improve staff response times• Centralized tracking of alarms37
  38. 38. Security Systems Integration• Security systems monitor a variety of alarm systems within an acute care hospital, some of the security alerts include: – Intrusion alerts – Panic requests – Access control – Control CCTV38
  39. 39. Location Services• RTLS Tracking Systems (either using Wi-Fi, RFID or infrared) have several uses: – Assists biomedical in locating equipment, either for service or utilization – Patient tracking – Nurse presence• Alerts – When an asset leaves a nominated area – Patients leaving a floor (e.g., Alzheimers suffers) – Duress functionality with location• Amcom Messenger integrates into popular tracking systems: – Ekahau – Versus – Innerwireless – Radianse39
  40. 40. Bed Management Systems• In 2005, the Joint Commission directed hospital leaders to implement plans for improving patient flow to prevent overcrowding, which reduces patient safety and quality of care• The AHA reports that due to hospital closings and consolidations, available beds have been reduced by more than 175,000 since the early 1980’s• 62% of hospitals reported their EDs were at or over capacity• Bed management systems – Licensed beds – Occupied – Out of service – Available assigned – Available not assigned40
  41. 41. Hugs Infant Abduction• Since the Joint Commission began tracking sentinel events in 1996, there have been eight case of infant abductions (police reports indicate a total of 126 cases of non-family infant abductions from 1993  2006)• Infants wear a tag with a unique identifier on the ankle• All exit points are electronically monitored• Enables staff and family to move freely around within the protected zone but no one can remove an infant from the unit• Alerts are initiated if: – Someone attempts to exit via a monitored door or elevator with a protected infant – The strap has been cut or tampered with – The tag’s signal has not been detected for a specified time period41
  42. 42. Pneumatic Tube Systems• Pneumatic tube systems are used to transport blood products, lab specimens and pharmaceuticals within a hospital• Notifications of user-related situations may be dispatched – Arrival alarm and early notification of inbound packages – Should a transport error be detected, then an alert may be sent to the person who initiated the transaction – Security notification for unauthorized access attempts• Maintenance and equipment failures – Notification if the package doesn’t reach its destination – Notification of blockages42
  43. 43. Pager, Paging System, &Wireless Telephony OverviewAdding Value
  44. 44. 7950 Pager: Highlights• Easy-to-use pager• Two or four line alphanumeric display (with bold font feature)• Up to 80 days of battery life• Specially designed durable plastic enclosure• Programmable by hand or USB software• Up to eight cap codes• Priority override – override silent/vibrate mode for code calls or critical alarms44
  45. 45. INTELPage IP 5-250 Watt Transmitters• Paging transmitter to send messages directly to onsite pagers• Available in a range of output power (5 Watt  250 Watt)• Optional IP Interface with inbuilt paging encoder• Support for common paging protocols (TAP, Scope, Tekk)• Synthesized transmitter to adjust frequency• Web-based configuration• Inbuilt diagnostics• Port configuration: – Ethernet port (100mb) – 1 x RS232 input port – 1 x POCSAG input port
  46. 46. Distributor of Polycom (SpectraLink/KIRK)Wireless Telephony Systems Link WTS Delivers rich PBX functionality over a dedicated 900 MHz wireless network NetLink Wireless Telephones The 2.4 GHz Wi-Fi solution for legacy PBX systems and enterprise IP networks Dect System Cost-effective 1.9 GHz wireless telephony solution for small and medium businesses using analog or T1 interfaces46
  47. 47. Amcom Mobile ConnectSMS with Acknowledgment &Responses
  48. 48. Introducing Amcom Mobile ConnectSecure receipt of messages onsmartphones and tabletsMessage to anyone in yourorganization’s directory with traceablecommunicationsImprove efficiency and workflows viabetter information sharing at criticalpoints48
  49. 49. The Joint Commission and Texting49
  50. 50. New Message on Device: Cisco Nurse Brenda just received a message that she’s needed in room 301 for a patient experiencing heart palpitations.50
  51. 51. Reply Using Template or Free-Form Text She immediately responds that she’s 10 minutes from this patient’s room, so the person who sent the message knows how soon to expect her.51
  52. 52. Track the Progression of the Message Online Queued/Accepted: Message received by Amcom Mobile Connect server En route: Message has been sent over wireless network Delivered: Message received by device running Amcom Mobile Connect Acknowledged: Message has been read and okayed by recipient52
  53. 53. Amcom Mobile ConnectSupporting Today’s Technology Leaders Operating System RIM OS 4.5+ iOS 4+ Android 1.6+ Cius /7925&7926(1.4.1) Where to Download Web Link or BES AppHQ or Call App Store Android Market Install Manager53
  54. 54. The Amcom Solution Suite SummaryWhere We Can Assist You and Your Customers Smartphone & Staff Presence Tablet Messaging Call Recording Onsite Paging Speech Emergency Wireless Operator Web Recognition Notification/ Telephony Console Directory Mgmt E911 On Call Call Accounting Alarms Integration Nurse Call e.g., fire Integration54
  55. 55. Buzz Words• Sentinel Events • Middleware• Workflow • Event Notification• Alarm Desensitization • In-House Wireless Telephones• Standardization • Enterprise Solution• Connecting Islands of • Network Appliance Information • Paging System Replacement• Communication (Zetron Replacement) Enhancement • Tool Belt Problem• Patient Safety • Encrypted Smartphone• Patient Satisfaction Messaging
  56. 56. Discovery Questions• Current Manufacturers?• Current Communication Workflow?• Types of Alarms?• Integrates to Device Type?• Business Case Analysis – Why?
  57. 57. Fusion/Amcom Messenger/AmcomMobile ConnectWeb Interface Demo
  58. 58. Our Next Action Steps • Lets work on some opportunities together!58
  59. 59. Thank YouAny Questions?Succor Consulting Group, Inc. www.mysuccor.com 888-803-9431 | 704-215-4411

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