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King Fahd Medical City

King Fahd Medical City Riyadh use Orion Health Rhapsody Integration Engine to help ensure patients get the best and fastest access to the information they need.

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King Fahd Medical City Riyadh use Orion Health Rhapsody Integration Engine to help ensure patients get the best and fastest access to the information they need.

 

King Fahd Medical City (KFMC) is a 1400-bed healthcare complex in Riyadh, the capital of the Kingdom of Saudi Arabia. KFMC is one of the largest healthcare facilities in the Kingdom, providing a comprehensive range of inpatient and outpatient care, including a specialist Women’s Hospital, a Children’s Hospital, the 132-bed Prince Sultan Hematology & Oncology Center, and the 42-bed Prince Salman Heart Center. KFMC now treats more than 50,000 inpatients and more than 600,000 outpatients annually.

 

KFMC is recognised as a technical innovator in the Middle East and the ability for its information systems to communicate seamlessly has been identified as a key priority for the KFMC executive.

 

CONNECTING PATIENTS TO HOSPITAL INFORMATION VIA TELEPHONE

KFMC’s call centre receives hundreds of calls every day from patients and their families. Most of these calls are requests for a range of specific information such as appointment times, inpatient enquiries, discharge summary enquiries, or updates to patient contact information. Historically, 69% of call centre agents’ time has been spent responding to these routine patient enquiries. KFMC needed to improve their responsiveness to patients and their families, and reduce burden of on call centre staff cause for common routine enquiries. Most of the information requested by telephone already resides inside the hospital’s clinical and administrative information systems.

 

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Rhapsody provides the communication tools we need in one engine, meaning that we can rapidly create new interfaces and use them many times across the Medical City.

Khalid Ai-Salama Chief Information Officer

KFMC

 

RHAPSODY, IVR AND HOSPITAL SYSTEMS – WORKING TOGETHER FOR BETTER SERVICE

It was decided to implement an Interactive Voice Response (IVR) service and link it to KFMC’s IT systems, using Orion Health’s Rhapsody Integration Engine, which was already in use at KFMC for systems integration.

 

“KFMC prides itself on being technically innovative,” said Dr Al-Amro, Chief Executive Officer of KFMC. “We wanted to ensure that patients had the best and fastest access to the information they needed, and the IVR system linked through Rhapsody provides this. In addition, IVR closely aligns to our strategic vision for KFMC to become a paperless hospital in the near future.”

 

As part of the project, Rhapsody was used to link the Nortel IVR system with KFMC’s in-house Referral information system and the CorrTex Hospital Information System.

 

The interface between Nortel IVR, CorrTex and the referral system involved the development of 6 bidirectional messages:

  1. Authentication message
  2. Appointments query and response
  3. Inpatient location query and response
  4. Discharge Summary query and response
  5. Update information query and response
  6. Referral Status(Approve or reject)

 

King Fahd Medical City Riyadh

 

Because the messages required were non-standard, KFMC used Rhapsody’s Message Designer tool to define the message structures.

 

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Rhapsody proved its power and flexibility during the design phase. The IVR project was highly innovative, and we had no existing models to work from. However Rhapsody’s Message Designer tool allowed us to rapidly build and test the message formats and structures required for this specialist task

Khalid Ai-Salama Chief Information Officer

KFMC

 

IVR IN ACTION AT KFMC

The IVR system has been live since April 1st, 2008. KFMC have identified a number of key benefits of the IVR system:

  • Time saved for KFMC staff by letting patients call in any time 24hours a day, 7 days a week and receive the information they need. Staff time is eliminated by using the electronic system to retrieve information for the patients rather than looking for paper.
  • Increased convenience for patients, since they can call up for routine information 24/7, including outside office hours.
  • Reduced visits to the KFMC for non-medical issues
  • Assisting teams at KFMC that are often overworked, for example the Eligibility Department – with the IVR system, patients can call and automatically be told their eligibility status by phone without intervention of KFMC staff.
  • Patients can update their contact information via the IVR system to ensure patients are rapidly informed of any changes in their upcoming appointments. • Assisting KFMC in moving towards its vision of being a “paperless hospital”

 

FUTURE PLANS

KFMC expects that the number of callers using the IVR system will increase over time as the service becomes more widely known, and particularly with the implementation of a toll-free number to be printed on the appointment reminder slips.

 

The first phase of the project has been live since 1st April 2008 and services available via IVR include patient authentication, appointment information, discharge summary information, referral status and offer s the ability for patients to update their contact details by phone.

 

The second phase is currently in planning and will include:

  • Enhancement of existing Phase One services including appointment cancellations by voice
  • Integration of IVR user name and password
  • Enhancement the eligibility service to allow the patient to make enquiries using their Saudi ID number and receive their case situation and Medical Record Number
  • Queries regarding admission appointments automatically from IVR system rather than transfer to Call Centre agents
  • Adding access to additional departments including health education, social services, religious affairs and pharmacy 

 

In the medium term, a third phase of roll-out is planned, including:

  • Long Distance services, offering web-based access for patients to their KFMC records via username and password, as well as access from computer terminals in the KFMC lobby 
  • Patient teleconference with KFMC staff (doctors, nursing, technician, health education and social services)
  • Interactive SMS Messages

 

Seamless connectivity between legacy and next-generation health systems