Maccabi Healthcare Services

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Maccabi Health Services employs over 3500 physicians and has more than 150 branches and clinics throughout Israel.

Benefits

Improved Customer Service
Reduce Cost
Increased Productivity

Enabling a global healthcare first

Israel’s Maccabi Healthcare Services is working with Avaya to provide a pioneering approach to caring for patients with long-term cardiac conditions. Maccabi’s nurses now conduct regular check-ups with patients in their homes by video, using the Avaya Flare Experience. The resulting care is highly personalised and effective, and means these patients no longer need to travel to hospital for routine monitoring – increasing patient satisfaction and optimizing Maccabi’s use of ever-more stretched resources. The video-based service has sparked interest from other healthcare providers around the world.
 
Maccabi Healthcare Services is one of Israel’s largest healthcare providers, caring for many thousands of members across over 150 branches and clinics in the country. Like other healthcare providers, it is facing the challenge of delivering effective care to an aging population: a growing number of Maccabi’s members have long-term conditions that require regular – in some cases, daily – monitoring, yet do not require fulltime hospital care.
 
For such members, daily trips to a Maccabi clinic are an inconvenience, especially when many are relatively immobile or house-bound, and often all that the appointments involve is a very brief assessment of their condition. For Maccabi meanwhile, although monitoring is essential as a means of pre-empting and where possible preventing hospital stays, regular on-site appointments consume significant resources.
 

“Avaya was able to provide the entire solution – the contact centre and the video technology – which gave us confidence that it would work together.”
 
—Yaacov Cohen, Communications Manager, IT Department, Maccabi Health Services
 

A true world-first: remote patient monitoring by video

Around five years ago, a handful of Maccabi nurses responsible for monitoring some members with long-term cardiac conditions attempted to use free videoconferencing, available online, to keep in touch with those patients. Though the theory was great, in practice the free system did not deliver the video quality required: as well as speaking to the members, nurses needed to check on members’ mobility and appearance, and the video was often jerky or unclear.
 
Managers however were quick to recognise the potential of the approach, and – in line with the pioneering nature of the organisation – decided to explore a more advanced video solution that could offer the quality required, and sufficient scope to deliver videobased care to an ultimate figure of around ten thousand patients. To do this, Maccabi proposed to set up a brand new video contact centre, to be staffed by trained nurses each with their own list of allocated patients. This would be a true worldfirst: though the possibility of using remote monitoring to support patients at home had been discussed previously, Maccabi would become the first organisation to truly deliver it.
 

“It really is a world-first, and Avaya and Taldor were integral to helping us to deliver it.”
 
—Yaacov Cohen, Communications Manager, IT Department, Maccabi Health Services
 

A comprehensive solution from a single trusted supplier

In preparing to take the leap into the unknown, Maccabi therefore chose a technology provider it had complete faith in: Avaya. “All of our core communications systems are based on Avaya, and I’m very satisfied with what the technology offers”, explains Maccabi Communications Manager Yaacov Cohen, who was in charge of the procurement. “When we looked at the options available, Avaya’s solution stood out in terms of quality, flexibility and cost.
 
Avaya was able to provide the entire solution – the contact centre and the video technology – which gave us confidence that it would work together.”
 
The proposed solution involved building a new video-enabled contact centre based on the Avaya Aura® architecture. The ‘agents’ – all qualified nurses – make video calls to patients, each of whom has the Avaya Flare Experience installed on a system in their home. The system can take inbound traffic as well as outbound: patients can call in by video when they have a concern or problem. At the core, contacts are managed using Avaya Aura ®Call Center Elite, which ensures any inbound traffic reaches either the main allocated nurse, or offers the choice of speaking to another of the 35 agents if the allocated nurse is unavailable.
 
Avaya Aura® Workforce Optimization provides full reporting and, importantly, comprehensive video and audio recording. This not only builds a history of all video calls made, but also allows nurses or other physicians to review appointments where required.
 
It was clearly a hugely important project for Maccabi, so Yaacov was delighted to have Avaya and partner Taldor at close hand throughout. “Avaya promised to be closely involved in the implementation, and they kept that promise: whatever we asked of them, they delivered. Specialist staff were brought in from abroad to help with configuration and resolve any issues. It meant that the core solution was ready-to-use and delivered in just two months.”
 

Popular with patients, valued by nurses

Six months on, and around 500 patients are now routinely contacted by video. What’s more, they are very happy with the service they receive. “Understandably it took a while for patients to get used to this,” Yaacov acknowledges, “but they are now the biggest advocates. They like to see their nurse’s face, and find the approach flexible and convenient.”
 
Nurses too took a while to accustom themselves to this new method of delivering care, but are increasingly confident with it. Other systems allow blood pressure and weight to be checked remotely, and the results sent to nurses before a conference call. The video call then focuses on things like the patient’s mobility, or gives a chance to see potential warning signs of stroke, for example, in the patient’s face or speech. Where the nurses are concerned, they can then schedule a hospital appointment, or even send an ambulance to the patient’s home immediately.
 
“The system works really well,” Yaacov confirms, “and our next goal is to use it for many more patients.” This is no small task: in each case, staff have to visit the patient’s home, configure the solution and train the patient on how to use it. Given that many are elderly and lack confidence using advanced technology, this has to be a steady process.In some cases, there is an additional requirement to upgrade the broadband link to the home so there is sufficient capacity to handle real-time video.
 

Grabbing the attention of providers around the world

Nonetheless, these are teething problems that Yaacov is confident can be dealt with – especially when the benefits of the solution are so apparent. Not only is Maccabi able to offer more responsive care to these vulnerable patients, but it is also set to save considerable sums by reducing the number of in-person appointments that are needed. Already, Maccabi is extending its use of video, incorporating Avaya One Touch video into its core contact centre so that patients can show nurses specific symptoms over an online video link.
 
But it is the day-to-day monitoring that has grabbed the attention of other healthcare providers, as Yaacov explains.
 
“We’ve had visitors from different countries and companies to see what we’re doing: it really is a worldfirst, and Avaya and Taldor were integral to helping us to deliver it.”
 

About Taldor

Founded in 1986 Taldor quickly became one of Israel’s leading IT companies. They design, develop and provide complete solutions to their clients, solutions which consist of software systems, project operation, infrastructure setup and support services.
 

About Maccabi

Maccabi Healthcare Services is one of Israel’s largest and best-known healthcare providers. Established in 1941, it provides a comprehensive range of health services to many thousands of members. It employs over 3500 physicians and has more than 150 branches and clinics throughout Israel.

Products & Solutions:

 
  • Avaya Aura® Communication Manager
  • Avaya Aura® Call Center Elite
  • Avaya Aura® Workforce Optimization
  • Avaya Flare® Experience
  • Avaya Professional Services
  • Avaya Session Border Controller

Maccabi Health Services employs over 3500 physicians and has more than 150 branches and clinics throughout Israel.

CUSTOMER PROFILE
Maccabi Healthcare Services Logo
  • Headquarters:

  • Israel

Maccabi Healthcare Services is one of Israel’s largest and best-known healthcare providers. Established in 1941, it provides a comprehensive range of health services to many thousands of members. It employs over 3500 physicians and has more than 150 branches and clinics throughout Israel.

What our Customers are saying
“Avaya was able to provide the entire solution – the contact centre and the video technology – which gave us confidence that it would work together.”

Read more testimonials >
  • Yaacov Cohen

  • Maccabi Health Services