The Health Network Delivering Healthcare Wherever It’S Needed
The health network Delivering healthcare wherever it’s needed
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health
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78420509CAIS Printed on 100% recycled paper Contents Exploring the opportunities Choose the How we can help Page 2 health network
Caring for people is costing more and more. According to McKinsey Research, spending on global healthcare is set to grow by 5.5% a year. And by 2080, the cost Making it better of healthcare will be 40% of the world’s GDP. It’s a price no country can afford. Improve the lives of patients and staff Page 4 Telefónica O2 UK has the technology, people and partners to help you work within shrinking budgets. And you’ll see that our relationship with the NHS is already a strong one. We’re here to help you make the most out of what you’ve got.
So much is at stake when you choose a partner. This brochure will show you how we Costcutting can work with you. Save money while raising standards Page 8 Kind regards
Wait reduction Reducing waiting lists and times Page 12 Ben Dowd
Telefónica O2 Business Sales Director
Better coverage You can rely on our network Page 14
Telefónica O2 UK Plan for the future is approved by Make sure you’re ready Buying Solutions Page 16 to supply mobile solutions to the NHS. EXPLORING THE OPPORTUNITIES: 3
Working in the community that’s right for your Trust. Which means you can spend more time and money on ‘Transformational Government’ means that what really matters: patient care. Taking the the Public Sector has to change the way it works with the public. Even though How can we help you? pain away an ageing population is costing you more, All organisations are different, and so are you’re being asked to spend less. And the systems and processes they rely on. With our help you can give you’re also expected to get more people Drawing on its experience of working staff the communication tools working in the community. with the NHS, our team will work together they need to work in the Because we understand the NHS, we can with your IT department to understand community. But that’s not the help you achieve your aims. We have a exactly what makes them tick. Together, only good news. You’ll also team that only works with the NHS. They we’ll find the best ways technology can be able to: can look at the technology you use to stay work for you. in touch – not just mobiles – and tell you • Make the most of your how it can be improved. existing IT investment Where can people and departments work better together? How can the old What we do • Cut down on administration technology work with the new? Who or and paperwork what could improve efficiency? The answers • Work side by side with your to those questions will give you a service IT people • Stay in line with health and
• Do full interviews with safety legislation for staff key staff who work on their own
‘Drawing on its • Run workshops with • Plan for emergencies – we’ll experience of your teams give you communications • Follow what you do for a day that won’t fail when you working with the need them the most • Look at the way you work Exploring NHS, our team from start to finish • Reduce the number of Do Not Attends will work together The result will be a detailed with your IT report that outlines what • Make sure critical data the opportunities we’ve found out, what we can be accessed securely – department to recommend, and how we think wherever staff happen How we can help it should be done. This will to be understand exactly include a return-on-investment what makes analysis that’ll help you • Have fewer people tied to make a business case for those the office – and more in them tick’ recommendations. the community
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health MAKING IT BETTER: 5
Better for everyone particularly important when staff on different Form-filling made simple shifts are caring for the same patients. Or With our help, staff such as Community when they’ve got to provide holiday cover. Filling in forms is a necessity. But with a Nurses and Matrons, will spend more time And just think what could be achieved digital pen it can be a lot easier and quicker. doing what they do best: looking after if your staff have our award-winning Reducing paperwork saves time and patients. We can give them the information mobile broadband on their laptops. money. And that’s what the digital pen they need to care for people wherever they They could quickly download or upload does, but with little change to the way are. And we can help you look after them files. No hanging about. No time wasted. people currently work. It takes notes while they‘re doing it. straight to electronic file as they’re written. You’ll be helping to hit your targets too. It then files the data exactly where you Staff who can work safely and productively Case study: want it, so the information can be used in the community, will ease the pressure on Portsmouth Hospitals without delay. the NHS and reduce the number of people admitted to hospital. NHS Trust (PHT) Improving your forms Freeing up time for midwives All we do is take a standard form that a By being more efficient to care department is using and convert it into a With the right technology and the right form that works with the digital pen. And Using a digital pen solution, PHT approach you’ll be able to cut paperwork, if you want, we can improve on your old Making manage schedules, access patient records, has improved data capture for forms by, for example, creating a tick list. and keep carers right up to date, with no community midwives and halved Just marking a box will send the information need to pop back to their desks. This is the time spent on administration. it better The solution was developed with straight to where it’s needed. This speeds
up processes and helps to get rid of any Improve the lives PaperIQ for use on a BlackBerry confusion that individual handwriting of patients and staff smartphone. “Everything is What O recorded and immediate. may cause. 2 Midwives don’t need to return can give you: to the hospital to input data. Little training necessary • A complete range of products It’s captured and transmitted The digital pen is for people who work with • Service and support looking in real time” – Richard Sargent, forms. It’s for jobs and departments where after people in the field ICT Change Control Specialist, PHT. a ‘paper trace’ is required. And because it • Better management of handles like an ordinary pen, staff need very workflow little training to use it. • Less admin and paperwork ‘The solution is a massive • Up-to-the-minute record Taking responsibility keeping win with clinical staff, Working with a digital pen you know who • Fewer distractions from as it’s required minimal did what, when and where. It’s all timed and patient care changes to working electronically filed. There’s even a paper trail • Compliance with health and for back-up. From a legal or a compliance safety regulations practices.’ point of view, it’s a dream.
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health MAKING IT BETTER: 6 MAKING IT BETTER: 7
Keeping your workers safe On the other hand, showing the aggressor the ID card that she is wearing round her The advantages Those working alone should know that their neck, while pressing a hidden panic button ‘You’ll be able Health and safety. Case study: colleagues back at base are looking after on the back, is less likely to provoke. We of the digital pen them. And it’s now even more of a legal do those too. to monitor your What the law expects Marie Curie necessity for management to do so while • Makes form-filling easier staff go about their work. It also helps them Always on hand to help mobiles, keep More is expected of managers Marie Curie Cancer Care is one than ever before. You’ve got • Notes go straight to electronic to be as effective as possible. People who What’s the point of an alarm if you don’t an eye on anyone of the UK’s largest charities. It know how to use it? We can supply training file as they are written feel safe are more productive. to be in line with the latest employs more than 2,700 nurses, for each product. who’s at risk or health and safety laws. An doctors and other healthcare • Allows you to respond to We’ll find the right answer Then you’ll be able to monitor your mobiles, employee working alone data quicker professionals who provide care Some people think panic or emergency alarms keep an eye on anyone who’s at risk or working on their shouldn’t be put at greater working alone, and arrange emergency to patients in the community. • Little or no training required have to be separate devices. But they can be own, and arrange risk than any other employee. as simple as a single key on a mobile. Which response when it’s needed. Regular reports • Reduces human error and reviews to make sure everything’s going O2 was chosen to help look could mean that you don’t have to invest in emergency response • Organisations – as well as it should, are also part of the service. after Marie Curie staff who work • Provides an electronic and more hardware. as individuals – are now paper trail For example, a mobile with GPS can tell when it’s needed’ responsible for any gross alone. They were each given you exactly where to send assistance. But failure in management a mobile, with one of the keys • Frees-up staff by reducing sometimes a mobile isn’t the answer. If a to recognise, assess, avoid programmed to send a request clerical tasks nurse is confronted by an aggressive person or control foreseeable risk for emergency help when in a stairwell, reaching into her bag for a NHSmail goes mobile pressed. And the phones use mobile could get a bad reaction. • In court, prosecutions will ® GPS to show where their people Now that NHSmail is on Microsoft Exchange look at management systems 2007, it’s simple to set up your mobiles to and practices for any failures are, so back-up can be quickly send and receive email. to manage health and sent to the right location. O2 offers a range of mobiles that staff can ‘The digital pen safety properly use to access their NHSmail, so they can quickly get hold of information and people achieves things • Any employer who doesn’t when out of the office. The data on your recognise a foreseeable risk, or you simply mobiles can easily be encrypted to make sure do something about it, is likely it stays secure. couldn’t do with to be considered ‘negligent’ ‘It’s the duty of a biro. This is an • The HSE estimates the cost of management to an investigation into a physical opportunity to do assault to be £17,000 - £19,000 assess risk and more than before, take steps to avoid For more information go to with no delays’ o2.co.uk/loneworker or control it’
Fact: According to data from the NHS Security Management Service, there were 55,993 reported assaults against NHS staff last year To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health (published on 5 November 2008). COSTCUTTING: 9
Delivering a better service O2 Mobile Extension – lower the Is O2 Mobile Extension right cost of calls between colleagues for you? Yes if… The NHS is looking for ways to do more If you make a lot of calls to mobiles • You’re calling a lot of mobiles with fewer resources, but this can’t be from landlines, O2 Mobile Extension can from landlines at the expense of patients, service or combine your landlines and mobile phones • You want landline and mobile standards. By cutting costs you can invest on a single dialplan. This reduces the cost numbers on a single, easier-to- the money you’ve saved in new ways of of calls made between your landlines and handle dialplan working – helping staff deliver an even mobiles. The mobiles become extension better service to patients. numbers, which is good for workflow • You’d like to reduce the cost of because you can use shortcode dialling for calling mobiles from landlines
N3 and O2 – working together for all numbers. Calls cost less and numbers • You want to make it easier for Costcutting the NHS are quicker to dial. fieldworkers to talk to the office Before they linked up with us, N3, one • You’re looking for a cheaper Save money while raising standards of the largest Virtual Private Networks in way to connect all your offices Europe, provided the NHS with broadband The advantages: networking services. But it was when N3 • Lower-cost calls. Your mobiles decided to handle calls as well as data that become an extension of your it chose to work – exclusively – with the O2 landline network. mobile network. So, if you call any mobile Case study: cutting on a UK network from an NHS landline using • Keeps the work flowing. Get hold costs for the NHS N3 Voice Services with the mobile gateway, of everyone – wherever they are – without the need for callbacks. your call will always be directed through North Staffordshire Finance And all phones can be put on the O2 network. Making it cheaper. and Registration Shared shortcode dialling. Service currently supports four • Makes it easier to work together. NHS organisations across the Up to six people can use county. Impressed with our ‘If you make a lot the conference call feature. service and network reliability, Whether they’re on landlines or they recently renewed their of calls to mobiles a mobiles. contract with O . 2 from landlines, O2 This included staying on Mobile Extension because Mobile Extension O2 Mobile Extension and N3. How they work it helps the Trusts they can combine your Working with N3 means that your sites can support make savings. Mobile
be connected to O2 using the N3 network. Extension combines each landlines and The direct link between your landlines Trust’s fixed and mobile mobile phones on and our mobile network means that your phones under a single mobiles become extensions of your main dialplan, giving low-cost calls a single dialplan’ office telephone system. between offices and mobiles.
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health COSTCUTTING: 10 COSTCUTTING: 11
O2 Mobile Extension Zone. The simple way to make savings It’s easy to set up your O2 Mobile Extension ‘It’s all about Case study: Heart Zone. You choose a postcode and then any And how N3 and O2 Mobile Extension call made by a mobile on your Mobile making your of Birmingham Extension dialplan while in that ‘zone’ will Teaching Primary work together... cost less. In fact, calls to your other mobiles people more and landlines will cost nothing. While calls efficient by Care Trust to other numbers will be the same as, or less Reducing the cost of calling than, the BT rate. adapting our
O2 mobile With high volumes of calls network service to the Let O2 put you in complete in a busy PCT, it makes sense control way you work’ to keep call costs as low as possible. So HOBT PCT turned If you’re juggling budgets and want to to N3 and O2. They chose keep costs under control, you need to N3 Hosted Voice Services External keep tabs on the personal use of phones. too. They cover things such as foreign call (HVS), providing access to free landlines ’s Bill Manager and Bill Analyser help destinations, data usage, and even zero O2 Mobile Extension O2 calls between the majority you keep track of who spends what, when usage reports – so you can identify sims of their sites and other NHS and how. that are being paid for but are not in use. organisations. And by using The Bill Manager software allows you And Bill Analyser lets the people using the mobile gateway on the to manage mobiles across a range of the phones see how their bills break down. N3 core O2 network, they have also N3 link network VOIP departments. You can create up to 100 Which helps them take responsibility for reduced the cost of fixed- reports based on your chosen criteria – how they’re using their mobiles. to-mobile calls. like weekend calls or calls to premium numbers. There are other preset reports You choose, we manage
With the help of your O2 account manager, you can decide on the caller or group PBX IP phones restrictions you prefer. Different call- ‘Bill Manager barring rules can be set up for separate sets of mobiles, giving you more control over and Bill Analyser costs. And if you’ve got other relationships with telecoms suppliers, your O account help you keep 2 ‘Bringing N3 and O Mobile manager can handle that for you too. Which 2 track of who means one easy-to-track bill from one Extension together puts point of contact. And one less thing to worry spends what, about. It’s all about making your people you on one big dialplan’ more efficient by adapting our service to when and how’ the way you work.
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health WAIT REDUCTION: 13
Remove DNA patients of their appointments (see case study). O2 messaging can work from a GP’s The result: the appointment- Wait reduction with O2 messaging practice, an NHS department or for an entire reminder system reduced the Do Reducing waiting lists and times According to the Department of Health, the NHS Trust. From there you can text patients Not Attend rate by a massive annual cost of ‘Do Not Attends’ (DNAs) is as a group, individually or even automatically 65.8% (from 13.1% to 4.47%). £614m. Imperial College London calculates – when a text is triggered by specific data the figure even higher at £789m and has or event. And if you want, we can provide Case study: Derby suggested that the NHS could save £240m a way for patients to feed straight back to -£370m a year by texting appointment you. So you can get important information Hospitals Foundation reminders to patients. without delay. Whatever you need, we can set up a texting NHS Trust Tell us what you want system and test it to make sure it’s working Getting ‘Do Not Attends’ (DNA) We’ve got a lot of experience setting up for you. down by 22.39% systems that send text messages to remind The tools for the job are there In spring 2007, the Diabetes Clinic Texting is a wonderfully easy and low-cost at Derby Hospitals decided to do What O2 way of getting messages to the right people. something about patients missing And crucially, the tools for the job – your their appointments. Their DNA messaging provides: patients’ own mobiles – are ready and waiting rate was 22.38%. That’s 550 for your messages. There are already more appointments missed out of 2,447. • Appointment reminders mobiles than people in the UK. Twelve million An unacceptable figure. • Prescription reminders are owned by people aged 55+ and five So the clinic asked O2 to set up • Health promotion million are owned by people aged 18-24. a text system to remind patients • Test results where they should be and when. • Medication reminders It worked. The system went live Internal communications • in July. And by August, the DNAs The advantages: Case study: Bedford had dropped by 22.39%. • Easy to set up Hospitals NHS Trust Now staff can spend more energy • Savings can be considerable. treating patients than chasing or The price of a single text is much The problem: reducing Do Not Attends waiting for them. O2 also developed less than a stamp. And the more in the Directorate of Paediatrics. text templates to reduce time spent you send, the less they cost. The solution: a five-month pilot of an on typing the reminders. Some of • Requires no change in the way appointment-reminder system using the other advantages:
your people work texts. This was run by O2 and its • Texts can be sent instantly to • Reduces inbound calls and time partner, Healthcare Communications. individuals or groups ‘The NHS could save £240m-£370m a year spent on office admin The long-term goal was to create a • Prevents ‘Do Not Attends’ rather fully-automated system. But in order • Delivery reports make it clear who by texting appointment reminders to patients’ than reacting to them to run the pilot in a controlled way, a sent what, when and to whom • Two-way messaging makes patient manual system was installed to check • Any authorised PC within a feedback easy working properly. department can send the reminders
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health BETTER COVERAGE: 15
Growing fast Better coverage O2 was the first network to offer coverage ‘With GSM GSM Gateways You can rely on our network for 99% of the UK population. Every day we handle 93m calls and receive 90m texts. Gateways there’s The facts: Our 3G network is now HSDPA-enabled, with speeds of up to 7.2Mbit/s. In 2008, no integration. • They can only be privately over 1,000 additional 3G sites were added There’s no managed to the network. And 1,300 more 3G sites • Their use must not cause call are planned for 2009. management congestion affecting other So, whether you’re making calls or users’ service using data on the move, you can be sure either. But with we’re giving you our fastest speeds and • Only one private GSM best coverage. O2 , help is always Gateway is allowed per at hand’ single cell site • No more than 30 sims should GSM Gateways. be connected to any one Are they up to scratch? cell site GSM Gateways (also known as ‘Fixed Calculating the cost • Each GSM Gateway must not Cellular Terminals’ and ‘Least Cost Routers’) Clearly the low price is a temptation. GSM generate more than three are another way of routing land-to-mobile Gateways hooked up to your switchboard Erlangs (180 minutes) of traffic may offer savings, but is their service up calls through a mobile network. These can per hour result in savings on call charges, but are to scratch? • No more than seven sims they really an option? No. In some circumstances they can be illegal and forced to shut down. Worse can be in conversation at still, their lack of reliability means there’s any one time a danger of getting cut off when everyone’s • If it’s not registered or ‘GSM Gateways trying to make calls. What would the regulations aren’t met, consequences be if you lost coverage during a GSM Gateway may an emergency? Is it really worth the risk? can be illegal and be disconnected could be shut No integration. No management down at a time GSM Gateways can’t link NHS Trusts together like N3 and O2 can. With GSM when you simply Gateways there’s no integration. There’s no For example, you might want to add a new management either. But with O2, help is site to your dialplan or maybe different dial
can’t afford to be always at hand. A year into the contract, rules have to be set for new staff. Your O2 out of contact’ we’ll give you a free ‘Healthcheck’ to make account manager can handle that, but with sure you’re still making all the savings a GSM Gateway there’s nobody else to turn you can. to. You’re on your own.
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health PLAN FOR THE FUTURE: 17
Under pressure institutions, and representatives of patient groups. It’s all part of our commitment to Plan for the future The NHS is being asked to do more, for more help create the tools that’ll allow healthcare Case study: Make sure you’re ready people, in more places. You’re expected professionals to work even more effectively to deliver care into the homes of the outside the hospital walls. Guy’s & St Thomas’ vulnerable and the elderly. As the need for The problem: how do you safely your services grows, new ways of providing give patients the freedom to
care in the community must be found. treat themselves at home? That The Telecare Services Association One way is by investing in the latest was the challenge facing The (TSA) is the body that represents technology – like telecare and self-monitoring Haemophilia Centre at Guy’s & – to allow people to live independently and the telecare industry in the UK. St Thomas’ NHS Foundation Trust. happily in their homes for longer. We’re And telecare is the technology The solution: the Home Delivery looking at how these services can be that allows vulnerable people to and Monitoring System (HDMS). extended beyond the home – providing live independently in their own This was the result of collaboration peace of mind for people wherever they homes. It’s key to supporting the between the Haemophilia Centre, go. Preventing or reducing the risk or an future of our healthcare. Which Telefónica O2 UK and our software emergency incident, rather than dealing with is why the TSA works closely with partner, Tessella. it after the event. Internet-based HDMS manages the Department of Health, the We know how important the development patient-to-hospital communication, Welsh Assembly, the Scottish of this technology is to the NHS. That’s and improves stock control, care Executive, and local authorities. why Telefónica O2 UK is the only network management and monitoring.
in the country to be a member of the Each patient is given an O2 Xda Find out more at telecare.org.uk Telecare Services Association and the with GPRS. The Xda regularly Continua Health Alliance. No other mobile reports the patient’s medical data telecommunications company in the UK so it can be analysed without delay. has such an influence, or is making such an The patient logs their medication investment, in the future of healthcare. use and reports abnormal
symptoms or bleeds. And when The Continua Health Alliance Making it happen they need to visit the Centre in We’re also involved with the Technology is a collection of over 180 healthcare person, the medical team has Strategy Board’s Assisted Living Innovation and technology companies from instant access to their records. Platform (ALIP) – a body funded by a number around the world. It’s dedicated The conclusion: the new system of Central Government agencies and the to establishing a system of personal has improved quality of life and Department of Health. health solutions that will improve care for patients. It’s also made One of the ALIP goals is to create the quality of healthcare in the best use of resources and technology that’ll help people suffering the home, and help patients keep reduced administration. from chronic long-term conditions keep their independence. The Haemophilia HDMS was voted ICT their independence and manage their and Software Category Winner at the treatment at home. We’re working on this Find out more at continuaalliance.org/ London NHS Innovator Awards 2007. together with other major international companies, UK specialists, academics, clinical
To find out more about how we can help call, 0800 955 5590 or go to o2.co.uk/health