CUSTOMER HIGHLIGHT SERIES
Sullivan County Community Hospital
Medical care institutions never take a break, and neither can
their communications systems. For the Sullivan County Community
Hospital, a member of the Indiana Rural Health Association (IHRA),
this was one of the driving factors behind a recent decision to
replace their aging Nortel Option 51 with a modern IP-based
telephony system that can grow with their expanding needs.
Rural hospital uses Mitel to Life support systems
improve community care Just as the human body has two lungs and two
kidneys, a well designed telephony system will provide
Not only did it take up to six hours to recover the old redundancy for extra resiliency when something goes
system after a crash – an unacceptable outage for a wrong. Using two MCDs, with nearly 200 single line ports
hospital – they were also down to just a handful of free and IP endpoints, one in each location, Sullivan County
ports. With the construction of new facilities two miles Community Hospital can seamlessly failover from one
from their main campus, and increased integration with system to the other in the event of an outage. In fact,
other rural hospitals in the area, the need to upgrade using resilient Mitel 5312 and 5340 IP Phones means
was clear. that even individual phones scattered across their two
locations will automatically detect a disconnect from
Choosing the best medicine call controller. If it cannot reconnect, it will seamlessly
With the help of Gibson Teldata, an integrator register on the other call controller without the end
based in Terre Haute, Indiana, the hospital evaluated user experiencing any disruptions.
a range of offerings. The choice came down to a Mitel® Another key consideration behind the Mitel choice was
solution based on the Mitel Communications Director the fact that the hospital is seeking to connect to and
(MCD), Mitel Applications Suite, and Mitel IP-DECT leverage the Indiana Telehealth Network to leverage
System, versus a Cisco® solution. Ron Shake, Director multiple pathways for both disaster recovery and the
of Facilities for the hospital, explains that the Cisco bid delivery of other applications. As part of the IHRA,
would have been more expensive to implement. “The they will have the option to fail their systems over
Cisco proposal required a SMARTnet®, and rolling out a to centralized switches in Indianapolis for even
24/7/365 healthcare-grade SMARTnet to a rural hospital greater redundancy.
would have been prohibitively expensive.” By contrast,
the Mitel solution could take advantage of a fiber Ambulatory care calling
connection to their new facility, some two miles away, Healthcare workers are constantly on the go,
that was already planned to support data connectivity. moving between departments, floors, and facilities.
Add to this the fact that the Cisco proposal would have Keeping them connected can be a challenge. As part of
required them to replace all their handsets and for Shake, their infrastructure upgrade, Sullivan County Community
the decision was clear. “Once we looked at true costs and Hospital invested in the Mitel IP-DECT System, a wireless
ROI, the choice to go with Mitel was obvious.” The Cisco mobility solution that allows mobile users to remain
proposal may have looked sweeter, but Mitel offered the connected regardless of their location as they roam
best medicine. Another consideration for Shake was the the hospital. “It gives our health professionals a lot
deep knowledge and expertise in Mitel systems offered more flexibility to reach each other for quick, ad-hoc
by Gibson Teldata, an integrator with local capacity to consultations,” relates Shake. “They don’t have to spend
provide solid guidance and resolve issues quickly and time tracking down the physical location of a colleague,
effectively. Shake reflects that “Gibson’s expertise with and that translates into greater productivity and better
Mitel products made them an indispensable part of patient care.”
Similarly, offsite workers such as administrative staff
working from home can use Mitel Teleworker Solution,
part of the Mitel Applications Suite (MAS), to access
voice mail, conferencing, and other features of the office
phone system from remote extensions. And when remote
workers need to discuss confidential patient information,
the call is automatically secured by the Mitel solution’s
built in encryption.
2 WHY MITEL? CUSTOMER HIGHLIGHT SERIES
WHY MITEL? CUSTOMER HIGHLIGHT SERIES
Another strategically important part of MAS for the COMPANY
hospital is Mitel Unified Communicator® (UC) Mobile, Sullivan County Community Hospital is a 25-bed acute care facility
which allows users to link their extension with a mobile located in Sullivan, Indiana.
device, home phone, or just about any other telephone CHALLENGE
number. An incoming call will simultaneously ring both To improve the reliability, scalability, and cost-effectiveness of their
their extension and the twinned device. Administrative voice system in the face of expansion and regional integration while
enhancing the productivity of mobile workers.
staff uses UC Mobile to receive critical communications
on their smartphones, wherever they go. Shake points EVALUATION
out that the service has worked so well that they plan to Selection based on Mitel solution’s ROI strength and an excellent
relationship with Mitel Exclusive Business Partner, Gibson Teldata.
expand it across a wide range of mobile workers who need
to be reachable as they roam the expanding campus. CHOICE
Mitel Communications Director, Mitel Applications Suite (including
Sullivan County Community Hospital also has big plans for NuPoint UM, AWC, and UC Mobile), Mitel Call Accounting, Mitel IP-
Mitel Audio & Web Conferencing (AWC), also part of MAS. DECT System, Mitel Enterprise Manager, Mitel Teleworker Solution,
Mitel Speech Auto-Attendant, Mitel 5312 / 5340 IP Phones
Nursing staff require access to ongoing training to improve
their skills and remain current. Conferencing will allow REASONS
them to access lectures and classes offered remotely • Operational efficiency. The hospital can quickly add, move, and
change single extensions or entire departments and no longer has
without the burden of having to travel to an urban to work around their phone system when planning projects.
center from their rural location.
• Excellent ROI. Mitel Call Accounting further improves ROI by
The hospital also plans to upgrade their Microsoft® allowing the hospital to defray costs across tenants. Also, the
ability to leverage data fiber connecting campuses with voice was
Exchange server in the near future, and this will allow
far less expensive than a healthcare-grade SMARTnet.
them to integrate voice mail services, part of Mitel
NuPoint Unified Messaging™ (UM), into their exchange • Hotdesking. Employees have immediate access to personal
phone settings from any location, enabling sharing of resources
environment for even greater flexibility and transparency. and more dynamic patient care.
Quiet please • Enhanced productivity. Administrative and other staff are
Hospitals strive to be quiet zones where patients can rest reachable through a single phone number regardless of location.
and recover without interruption. For years, Sullivan County • Disaster recovery. Agents can access personal desktops and
Community Hospital relied on an overhead paging system phone extensions anywhere, for fast recovery in the event of
power failure or similar event.
whenever a staff member could not be reached and their
location was unknown, which lead to a frequent – and
disturbing – din of loud noise. The Mitel Speech Auto-
Attendant, an application on MAS, allows staff to be “With Unified Communicator Mobile, staff don’t have to
reached at a single handset. The result has been a much
quieter environment and a better experience for patients. spend time tracking down the physical location of a
Simplified administration colleague, and that translates into greater productivity and
Mitel Enterprise Manager, which provides better patient care.”
management tools that allow simple configuration,
control, and management of Mitel’s enterprise product
– Ron Shake, Facilities Director,
portfolio, has greatly simplified administration tasks. Sullivan County Community Hospital
When the hospital moved their home care department
to the new facility two miles away, the phone move was
extremely straightforward. It took less than an hour to
apply configuration changes to the switch. “Basically,
we just collected up the phones, moved them to the new
building, and plugged them back in. It was that simple,”
recalls Shake. And for users it was seamless.
SULLIVAN COUNTY COMMUNITY HOSPITAL 3