EC News DeskAmerican Hospital Dubai, AHD, has partnered with Avaya to improve patients outcomes with superior call centre operations and customer relationship management capabilities that personalise the patient experience, simplify access to care, and help streamline operations. The technologies implemented align with American Hospital Dubai’s healthcare delivery transformation journey.
The partnership sees American Hospital Dubai adopt a comprehensive suite of digital contact centre services that will enhance its teams’ ability to communicate with patients along their health journey. By connecting people, resources, data, and solutions, the solution helps American Hospital Dubai optimise its operations and help care team members communicate seamlessly so that they are more accessible.
The core Avaya OneCloud CCaaS solution is complemented by a range of apps designed specifically to address critical needs in the patient journey, creating a connected patient experience from appointment to post-care.
The digital solutions implemented by American Hospital Dubai give patients a range of ways to connect with the provider, supporting multiple inbound and outbound communication channels. They also streamline behind-the-scenes systems that keep up with data and information.
Through a CRM Connector that integrates with the Hospital Information System, the hospital has shortened patient call response times. This is supplemented with an Extensive Knowledge Base, which drastically reduces call times, ticket-issuing time, and improves patient satisfaction. A Customer Survey Module transfers callers to a post-call survey to rate agent performance and service. This feeds into a comprehensive dashboard, enabling the hospital to monitor customer satisfaction and NPS levels.
Meanwhile, a Social Media Connector enables the hospital to communicate with patients via the channel of their choice, while a Call Back Module manages dropped and missed calls automatically, and can be fed into an outbound campaign. Finally, an Automated SMS notification service helps the hospital to reduce last-minute cancellations.
“We are proud to support American Hospital Dubai, one of the most well-regarded and advanced healthcare institutions in the region, as it continues to go above and beyond to deliver exceptional patient experiences. The need to extend the patient experience into the digital realm, to cover every aspect of the healthcare journey, is well understood by the team at American Hospital Dubai, and we are glad to enable their ambitions with our global expertise,” said Nidal Abou-Ltaif, President, Avaya International.
The connected patient experience solution deployed at the American Hospital Dubai will be demonstrated on Avaya’s stand at GITEX Technology Week, where the company is exhibiting under the them Every Experience Matters.
