Within healthcare organizations, staff use communication technologies that directly affect the quality and speed of patient care. Unadapted healthcare providers still let legacy phone systems and information silos diminish diagnosis speed and quality.
Unified communications as a service (UCaaS) breaks down technological barriers with cloud-based solutions, offering simplified communications and seamless workflow.
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Issues with communication systems
What are the benefits of UCaaS?
From voice calls and video conferencing to screen sharing and secure messaging, explore the key benefits driving healthcare organizations of all sizes to switch to modern UCaaS systems.
Want to learn how to implement UCaaS into your healthcare organization and enhance the quality of your patient care? Contact us today and schedule a free consultation!
What Is UCaaS?
UCaas is a cloud-based solution that consolidates communication tools such as telephony, video calling, messaging, and file collaboration into one easy-to-use service.
Healthcare companies are increasingly adopting UCaaS platforms to modernize their collaboration capabilities.
Healthcare organizations that adopt UCaaS solutions enjoy:
- Simplified interface and management. UCaaS provides intuitive administrative portals through the cloud so IT teams can easily manage the platform without specialized expertise.
- Call handling and video calls. Core functions such as unlimited voice calling, auto attendants, audio and video meetings, and telehealth services suites support consultation and diagnosis.
- Instant messaging, chat, and SMS. Real-time, clinician-to-clinician chat, text notifications, and team messaging via mobile devices facilitate rapid collaboration.
- Screen sharing and file collaboration. Staff can review medical images, charts, scans, and more in video meetings.
- Virtual assistants and chatbots. Artificial intelligence (AI) helps automate patient scheduling, surface records, and enables self-service responses to frequent questions.
- Third-party integrations. Open API allows embedding useful apps for telemedicine solutions, mHealth patient monitoring, and more into a unified platform.
The main goal of unified communications is to deliver exceptional opportunities for digital collaboration.
Challenges with Healthcare Communications Systems
Healthcare organizations have used outdated, on-premises phone and communication systems for years. However, these antiquated platforms severely restrict effective collaboration and data sharing among staff, which can negatively impact patient care.
Some of the biggest problems with legacy healthcare communications technology include:
- On-premises systems
- Lack of mobility and flexibility
- Create information silos
- Limited collaboration features
Complex, On-Premises Systems
Many hospitals and clinics utilize private branch exchange phone systems that depend on expensive, specialized hardware housed in local server rooms. To install, maintain, and upgrade on-premises systems require costly IT specialists and organizational downtime.
Lack of Mobility and Flexibility
Legacy communication tools often lack remote or mobile access for clinicians and personnel. This means doctors can’t effectively communicate with other staff when out of the office, leading to dangerous delays in time-sensitive diagnosis and treatment decisions.
Legacy systems also can’t easily scale to meet changing workplace needs.
Create Information Silos
Vital patient data and insights regularly get isolated in departmental information silos due to restricted ability to securely share files or insights outside specific workgroups. These silos breed miscommunications that negatively impact patient care, treatment, outcomes, and overall safety.
Limited Collaboration Features
Antiquated communication tools don’t have the collaboration features that are common in most industries today.
Some examples include:
- Enterprise messages
- Video and web conferences
- Screen sharing
- Secure file sharing
The inability to efficiently collaborate can lead to medical errors and operational bottlenecks.
What Are the Benefits of Adopting UCaaS?
When used to their full potential, UCaaS solutions empower healthcare providers with collaborative tools that improve organizational finances, team dynamics, and patient care.
The organizational benefits of adopting a UCaaS solution include:
- Streamlined communication. UCaaS combines multiple communication tools and services into a single platform, making it easier for healthcare professionals to communicate and collaborate regardless of their location or device.
- Improved patient care. UCaaS enables healthcare organizations to connect with patients more effectively, using virtual receptionists to direct calls and providing seamless interaction across multiple communication channels.
- Cost savings. With UCaaS, healthcare organizations can reduce operational expenses by eliminating hardware costs and lowering capital investment in equipment. They also benefit from ongoing savings and improved efficiency through cloud systems.
- Enhanced flexibility and scalability. UCaaS is a cloud-based, communications solution that can easily adapt to the changing needs of organizations, allowing them to scale their communication systems as needed.
- Increased productivity. UCaaS increases productivity by reducing the time wasted trying to locate or connect with colleagues or patients.
- Better integration. UCaaS integrates with various platforms used in daily healthcare operations, such as electronic medical records systems, nurse call systems, and emergency paging.
- Improved security and compliance. UCaaS helps healthcare organizations maintain compliance with regulations such as HIPAA by providing a secure platform for communication and data sharing.
- Improved collaboration and teamwork. UCaaS platforms make it easier for healthcare staff across multiple locations and departments to collaborate in real time.
- Enhanced patient experience. UCaaS gives patients a modern and convenient care experience via omnichannel communications. Features such as auto-attendants, interactive voice menus, and omnichannel routing help healthcare organizations deliver exceptional customer service experiences and increase patient satisfaction.
- Business continuity. Cloud-based UCaaS ensures continuity of operations even during outages or disasters. Calls and communications seamlessly route to available staff across locations. Critical data is also preserved and accessible. This minimizes the risks of disrupting vital care.
UCaaS in Healthcare Market Trends
The healthcare market for UCaaS is in the early stages but set for rapid expansion. According to industry analysis, healthcare is forecast as the fastest-growing segment for UCaaS adoption over the next few years.
The COVID-19 pandemic underscored gaps in healthcare services, accelerating demand for quality improvements and technological innovation. Advancements in prognostic and diagnostic capabilities show promise, but further progress is needed.
AI-powered solutions are aiding a digital transformation effort across healthcare facilities. Tools leveraging machine learning intuitively transcribe calls, understand user needs, and deliver relevant recommendations. Intelligent virtual assistants also optimize workflows.
The emergence of bring-your-own-device (BYOD) policies represents another trend toward flexible and collaborative tools. BYOD policies facilitate mobile communications and information access using personal devices. This allows doctors and nurses to quickly collaborate, retrieve, or update patient records and securely engage with patients from any location.
A 2022 survey by Philips found that 57% of healthcare professionals classified as early, digital-health-technology adopters have measures to address health disparities, far outpacing the 21% global average. This highlights the growing positivity around smart, mobile-health technologies and their ability to make care more equitable.
As healthcare providers augment capabilities to address disparities, enhance patient experiences, and improve outcomes, UCaaS adoption will likely gain momentum. With strong tailwinds from digital advancement, this market outlook remains highly promising over the coming years.
About Symplicity
At Symplicity, we understand the value of unified communications for the healthcare environment. We’re experts in the latest UCaaS technologies, service providers, and platforms. When we work with you, we do so as an extension of your team, looking out for your bottom line.
If you’re interested in exploring how a UCaaS solution can improve your healthcare organization, let’s talk about it.
Not only can we help you with your UCaaS adoption, but we can also give your invoices a once-over to identify savings. Our technology expense management experts are extremely good at finding redundancy, waste, and (in many cases) money owed to you.
From contact center solutions to networks and mobile device management, we can modernize every aspect of your communications infrastructure.
UCaaS for Healthcare FAQ
What are the communication tools used in healthcare?
The main communication tools used in healthcare include:
- Landline and mobile phone systems
- Video conferencing platforms
- Instant messaging
- Team chat apps
- Patient engagement software covers options such as voice calls, SMS, email, and patient portals.
Many hospitals also still use antiquated pager systems and fax machines. Voice-enabled medical devices are growing more prevalent as well.
What are the 5 elements of communication in healthcare?
The 5 key elements of communication in healthcare are:
- Verbal communication includes in-person discussions and phone or video consultations between providers, staff, and patients.
- Written communication through manageable platforms such as secure email, patient portals, and electronic health records enables collaborative notation between care teams.
- Nonverbal cues such as body language and visual aids facilitate understanding.
- Active listening ensures interpretations match intent to optimize care decisions.
- Feedback loops allow clarifying questions and confirmation of mutual understanding between all stakeholders.
What is the difference between UCaaS and CCaaS?
UCaaS consolidates all communications into a cloud-based platform with features such as telephony, video conferences, chat, etc. CCaaS (contact center as a service) specifically focuses on the contact center, specializing in areas such as call routing, IVR menus, queuing, and agent management.
What is the difference between UCaaS and omnichannel?
UCaaS provides a full suite of communication options, while omnichannel refers more specifically to supporting customer and patient engagements across the multiple channels they prefer to use, such as phone, email, text messaging, web chat, etc. UCaaS delivers omnichannel capability.
What is the difference between SIP and UCaaS?
SIP (Session Initiation Protocol) is the technical standard that enables voice communications over internet networks. UCaaS is a fully united communications solution delivered from the cloud that leverages SIP to provide telephony and much more.
What is the future of UCaaS?
The future of UCaaS is strong growth across industries, especially healthcare which is projected to be the fastest growing segment. Key drivers include:
- Remote work
- Telehealth adoption
- Patient engagement strategies
- Transition from legacy on-premises communications
- Advanced functionalities such as AI/ML features
What are the disadvantages of UCaaS?
Potential disadvantages of UCaaS include reliance on consistent high-speed broadband connectivity, some limitations for customization dependent on provider platforms, challenges supporting older analog systems alongside digital functionalities, and data security concerns stemming from cloud reliance.
References
Health Trends Research – 2022 Report. (n.d.). Philips. Retrieved December 4, 2023, from https://www.philips.com/c-dam/corporate/newscenter/uae/2023/health-trends-research-uae-survey-results.pdf
