Alcatel-Lucent Enterprise is Helping to Transform Healthcare

Healthcare transformation during the COVID-19 pandemic

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Published: October 20, 2020

Rob Scott

Rob Scott

Publisher

Throughout 2020, challenges have arisen for all industries. Whether you’re in retail, manufacturing, or hospitality, the way you interact with the people you serve has undoubtedly changed. To survive in this transformative landscape, companies need access to more immersive collaboration and communication opportunities.

ALE, one of the market leaders in innovative telecommunications solutions, supports organisations from various sectors in this pursuit of better interactions. One of the environments benefiting most from ALE’s input is the healthcare landscape.

We caught up with Healthcare Vertical Solution Manager, Patrick Hourtoulle, to learn more about the innovative steps that ALE is taking to support healthcare providers.

What Kind of Challenges is Healthcare Facing Now?

Patrick Hourtoulle
Patrick Hourtoulle

Healthcare is just one of the many industries facing excessive pressure in the current climate, but it’s also one of the most important. The only way for the world to overcome the overwhelming impact of the COVID-19 pandemic, is for healthcare teams to have the tools they need to work more effectively together. Although outbreaks began to slow earlier in the year, a return to work, and a re-opening of the economy in various locations has prompted a resurgence in cases.

Patrick told us that healthcare is evolving rapidly in an environment where standard interactions between patients and professionals are no longer possible.

“People can’t just visit the hospital when they need help. Doctors can’t visit a patient. There needs to be an alternative way to not just host appointments and offer care, but also support things like patient triage and aftercare”

Hourtoulle went on to say that before COVID-19 hit healthcare groups were already requesting new tools to help triage patients, like intelligent routing and call management. Now that we’re in this pandemic-defined era, the need for new solutions is greater than ever.

“Healthcare providers need to continue serving the patients that need them most, while simultaneously protecting people, staff, and doctors through social distancing protocols. People can’t just sit in waiting rooms anymore, the question of how to serve patients in this new space starts with triage and covers everything through to appointment follow-ups.”

How Is the Healthcare Sector Responding to These Challenges?

I asked Patrick how teams in healthcare are responding to the latest challenges, and he noted that many are struggling to find the right solutions. Some facilities are asking patients to check-in via phone in a parking lot before they enter a waiting room. Others are using advanced routing methods to ensure that too many patients aren’t in the same space at the same time.

The use of telemedicine is dramatically increasing. Now around 76% of patients say they’re likely to use telemedicine in the future. However, there are a lot of challenges to overcome before alternative forms of healthcare are as reliable as they should be. Groups need to figure out how to maintain access to strong connections in areas all around the country. Teams in the healthcare landscape need a simple and convenient environment that anyone can use.

As an example, Hourtoulle mentioned the Servicio Cántabro de Salud. The group is responsible for delivering public health to the Cantabria community in Spain. Deploying the ALE has helped this group to overcome many of the common issues with digital solutions for healthcare.

“The CPaaS offering lets the group access the tools they need in their existing environment. Doctors and patients can now have consultations through video conferencing through the group’s website or app”

“The health service offers live video consultations that patients can access at any time. Rainbow’s flexibility ensures that the service remains scalable.”

What is ALE Doing to Support Healthcare Right Now?

have long had a lot of appeal for the healthcare environment. Now that hospitals, care providers, and other professionals need more agility and flexibility than ever, ALE’s diverse portfolio is particularly valuable. ALE’s local sales teams start by working with the healthcare groups they serve to determine what kind of challenges they need to overcome.

“For Servicio Cántabro de Salud we discovered that chat functionality with chatbots was essential for the team, as well as live video consultations. We helped the group to create an environment where patients could make appointments and launch video consultations with doctors.”

Through tools like Rainbow CPaaS, ALE gives the healthcare group access to a secure and reliable solution that scales to suit the needs of any company. According to Patrick, ALE has a lot of flexibility to offer when it comes to helping healthcare teams. There’s also APIs for specific healthcare tools for integration with electronic medical records.

The Servicio Cántabro de Salud group noted that accessing support through ALE’s video consultation solution helps them to ensure that patients feel cared for. Plus, it means that people can continue with rehabilitation and physiotherapy exercises without having to travel to hospitals where space may not be available.

Is the COVID-19 Crisis Transforming Healthcare?

Even before the pandemic hit, ALE offered a wide selection of customized applications. Now that the pandemic has arrived, groups are demanding more solutions for the healthcare communication environment.

“Groups need better communication opportunities for staff and patients. There needs to be constant support for medical record management, and regular updates to experience for everyone involved. Automatic routing requests are becoming more common, along with questionnaires and virtual waiting rooms for triage.”

 

 

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