How data transparency, coupled with the right automation tools, can help optimise performance and improve patient safety and experience.
Ummanu is an award-winning next-generation telehealth platform powered by intelligent automation. The platform supports healthcare systems around the world to bring remote healthcare to large numbers of patients, while best utilising their clinical and administrative staff.
The Virtual Waiting Room with automated queue management and predictive dialling increases the clinical team’s ‘time to care’ by removing the burden of manual administrative tasks such as patient list reviews and dialling patients, providing a steady stream of patients waiting to be seen by the clinician, in order of clinical priority.
Gaining a 360 degree view of your operations
The platform collects, integrates and analyses information allowing providers to make informed decisions that can improve patient safety, patient experience and clinician productivity.
All healthcare systems are tracking data. Many are doing it manually, while others may have a legacy system, but these systems may have data capture gaps and risk being of little value. A lack of data leaves multiple blind spots in the process and leaves the provider lacking a clear sense of the activity levels and influencers for improving the service.
The Ummanu platform collects extensive, detailed data on all processes taking place in the platform and displays it in real time. It allows full visibility of that data and provides the tools to report it and improve upon it.
The Ummanu dashboards are configured to match an individual client’s reporting needs and reports can be generated at any time, for any specified time period. A client’s business intelligence (BI) system can be connected directly to the platform to allow for a seamless extension of their existing reporting capabilities.
“Ummanu takes a lot of the manual operations that take place in an organisation and removes them. Things that are very difficult to track, all of a sudden are digital. Everything is logged and everything is machine readable. That means everything can be analysed using statistical, data-driven tools.”
Dr Eyal Engelhardt, VP of Product Development and Chief Strategy Officer
Right data at the right time
Real-time shift management module gives urgent care providers a detailed view of a shift. For example, the live dashboard can show how many patients are waiting in the virtual waiting room, how many clinicians are available and taking calls, how many are logged on and without a current active call, how long each call is taking etc. This allows staff to manage the shift better, deal with any technical issues as they arise and improve the productivity of the clinicians during that shift.
Access to detailed data also offers ongoing support for an operations supervisor, helping them to monitor ongoing operations and intervene if necessary. The operational dashboard can give key insights including how many calls disconnected during the conversation with a GP, how many call attempts it took to reach a patient and the call duration. These insights can reveal where changes can be made to improve the productivity, safety and quality of the service for the patient.
Ummanu’s operations team regularly engages with clients to help them understand how to bring more capability to the product by developing smart data-driven features that could be useful for all clients.
Shlomi Yael, VP of Operations from Ummanu said: “The Ummanu platform gives healthcare clients transparency and understanding of the performance of the organisation in real time. Many were previously operating blind, often lacking any data or relying on data that was not live. But everything is trackable, each step of the patient journey can be isolated and measured. In this way, teams are able to monitor ongoing operations and intervene, improve case streaming, or introduce capacity planning. The increased transparency and insights around productivity inevitably help to optimise the performance of the healthcare team and ultimately improve patient experience.”
Importantly, the platform gives organisations the ability to compare current and historical data, allowing the identification of key organisational patterns and trends. Transparency of this data can aid forward planning activity and ultimately help to increase organisational efficiency.
“The depth of data being collected and the ease with which it can be accessed allows you, in one glance, to see what’s going on in your daily operations. It also allows you to analyse with hindsight and use that data to plan ahead. This is ideal. An Out of Hours organisation that discovers that fewer clinicians are needed on a shift on a Saturday, can potentially create significant savings in a year.”
Tal Dovev, Data and Analytics Director
Smart planning
Ummanu’s shift planning module allows for smart demand and capacity planning. Having previous data on case numbers on a specific day of the week and knowing the average time taken per call, or the number of calls taken per shift by each clinician, allows the shift manager to plan ahead and allocate the optimal number of clinicians to deliver the service.
Experts in business intelligence
With over 500 clinicians on the Ummanu platform daily, their in-house economists and data scientists are well placed to harness their experience with large healthcare systems across various use cases to add value to any data analysis and help with financial planning. They can leverage the available data to create the right insights for clients, ensuring the Ummanu platform helps to deliver continuous improvement.
To discuss how we can improve productivity, patient safety and experience in the delivery of your healthcare services, you can email: contact@ummanu.health to book a discovery call.
