Overview
Western NSW Local Area Health District is located in Western NSW and encompasses more than 38 hospitals, 50 primary and community health services and 23 community mental health facilities. A key division of WNSWLHD is Patient Flow and Transport Services (PFTS), which coordinates patient flow and transport between various hospitals for better and often urgent specialist care. The transfer takes place primarily within the District, but can be to a Metro hospital subject to requirement.
The PFTS receive up to 400 calls per day with an additional five daily outbound conferencing. They also have up to 40 CCAS (Critical Care Advisory Service) calls per month. According to Anne Taylor, District Manager PFTS, for effective management of all workload and to provide high quality of service they require a reliable and efficient communication system which incorporates conferencing, recording, time of day routing, IVR and call queueing. The ADTEC system meets all these requirements.
“ADTEC has allowed us to change the way we do business”
Anne Taylor District Manager
The Solution
PFTS is a 24x7 operation, so they also rely on the automated workflows setup in the ADTEC system to direct the calls to medical retrieval teams at the end of shifts.
“Recording and retrieval is a very beneficial feature of the system”, say Anne, “You can easily pull all CCAS calls to internal drive to retrieve each patient case in entirety”. The PFTS team is always looking to improve the quality of service they provide and extensively undertake analysis of recordings, especially those sitting on the critical tree to ensure that errors are not repeated. Anne recalls a case where it was crucial to get a complete and true picture, including the pains and emotions of the participants, and the ADTEC system helped by delivering an accurate record of the events. "It’s a really powerful summation of the whole story, there is so much you can learn from this, so much you can analyse and reflect upon" says Anne. The PFTS team find the system intuitive and easy to use, and ADTEC staff responsive and deliver timely support.