Multi-channel access | The 7 e-care competencies | About us | Clinical Solutions

A quality health service means that there is provision for all patient groups. Not all groups respond the same way to a particular communication channel. For instance, a teenager is likely to want to interact with healthcare services in a different way to an elderly patient. By understanding this and providing a range of channels of communication we can open access to a wider group of patients and enable them to initiate assessment and treatment earlier.

Using a multi-channel approach is the most efficient way of reaching 100% of the population whilst increasing patient satisfaction. An efficient health service means that the care infrastructure is leveraged across the largest possible population therefore the share of targeted patients covered by any health service is a key parameter.

The multi-channel model has been working successfully for years with services provided by call centres, shops and the internet. As consumers, patients now expect the same level of choice from healthcare providers and healthcare managers also demand greater healthcare provision at lower costs. Both these drivers are raising the need for increased self-care and where clinical care is needed use of the most cost effective resource to meet the patient’s needs for example use of a minor injuries clinic for a minor wound rather than a more costly A&E department. Multi-channel access to healthcare advice and information can help deliver this through provision of access, tools and knowledge. E-care solutions coverage spans from telephone contact centres, self-service environments and even bridges to traditional face-two-face environments (urgent care clinics, walk-in centre, dispensaries, polyclinics, A&E etc) by offering additional services, integration and support tools.

E-care has to be completely multi-channel to deliver maximum benefits. In the case of Clinical Solutions, this translates into the versatile connectivity capabilities of our IntefleCS suite of products and the ability of our TeleGuide suite of content to be convergent across the various electronic media.
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- Healthcare at Home exceeds targets through Clinical Solutions’ IntefleCS Home Clinic.
20-24 February 2012 Clinical Solutions will be attending the event on stand 1352 at HIMSS12, Venetian Sands Expo Center, Las Vegas, USA

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