American Hospital Dubai Creates Better Connected Healthcare Experiences With Avaya

Avaya OneCloud CCaaS solution complemented by a range of apps designed to create a fully connected patient experience from appointment to post-care.

GITEX Technology Week, Dubai, United Arab Emirates – December 08, 2020 – American Hospital Dubai (AHD), one of the pioneering private healthcare providers in the region distinguished for its outstanding facilities and care standards, has partnered with Avaya (NYSE: AVYA) to improve patients outcomes with superior call center operations and customer relationship management capabilities that personalize the patient experience, simplify access to care, and help streamline operations. The technologies implemeneted align with American Hospital Dubai’s healthcare delivery transformation journey.

The partnership sees American Hospital Dubai adopt a comprehensive suite of digital contact center services that will enhance its teams’ ability to communicate with patients along their health journey. By connecting people, resources, data, and solutions, the solution helps American Hospital Dubai optimize its operations and help care team members communicate seamlessly so that they are more accessible.  

The core Avaya OneCloud CCaaS solution is complemented by a range of apps designed specifically to address critical needs in the patient journey, creating a connected patient experience from appointment to post-care.

“American Hospital Dubai is well-known for its commitment to adopting the latest medical technologies that enable us to deliver industry-first procedures. We have applied the same principles to the way we interact with patients – wherever they may be. Leveraging best-in-class technologies, we are serving patients with the most appropriate, convenient, and cost-effective care, making sure we are with them at every step of the journey, on the communications channels they choose. The solution has helped us aggregate various data – such as patients’ demographics, interactions with our website and call center, and financial and other relevant details – to create a comprehensive profile for our patients,” said Ahmad Yahya, CIO at American Hospital Dubai.

The digital solutions implemented by American Hospital Dubai give patients a range of ways to connect with the provider, supporting multiple inbound and outbound communication channels. They also streamline behind-the-scenes systems that keep up with data and information.

Through a CRM Connector that integrates with the Hospital Information System, the hospital has shortened patient call response times. This is supplemented with an Extensive Knowledge Base, which drastically reduces call times, ticket-issuing time, and improves patient satisfaction. A Customer Survey Module transfers callers to a post-call survey to rate agent performance and service. This feeds into a comprehensive dashboard, enabling the hospital to monitor customer satisfaction and NPS levels.

Meanwhile, a Social Media Connector enables the hospital to communicate with patients via the channel of their choice, while a Call Back Module manages dropped and missed calls automatically, and can be fed into an outbound campaign. Finally, an Automated SMS notification service helps the hospital to reduce last-minute cancellations.

“We are proud to support American Hospital Dubai, one of the most well-regarded and advanced healthcare institutions in the region, as it continues to go above and beyond to deliver exceptional patient experiences. The need to extend the patient experience into the digital realm, to cover every aspect of the healthcare journey, is well understood by the team at American Hospital Dubai, and we are glad to enable their ambitions with our global expertise,” said Nidal Abou-Ltaif, President, Avaya International.

The connected patient experience solution deployed at the American Hospital Dubai will be demonstrated on Avaya’s stand at GITEX Technology Week, where the company is exhibiting under the them Every Experience Matters.

Avaya’s presence at GITEX Technology Week is in partnership with Extreme Networks, Verint Systems Inc., Semafone, Koopid, Imperium, Calabrio, IR and Nectar. Visit Avaya at Stand Z1-B10, Zabeel Hall, at Dubai World Trade Centre between December 6 and 10, 2020, or join online using the GITEX Unlimited platform.

About American Hospital Dubai 
A premier private healthcare provider in the Middle East, American Hospital Dubai was established in 1996 to provide world-class medical service to the community. The 252-bed, acute care, general medical/surgical private hospital has state-of-the-art facilities and an experienced team of healthcare professionals specialised in more than 40 medical and surgical specialties assuring comprehensive care. All physicians at American Hospital Dubai are American Board Certified or equivalent, ensuring that patients receive international standard of care in the UAE. 
 
American Hospital Dubai is the first hospital in the Middle East to be awarded the JCI, while its laboratory is the first in the private sector in the region to be accredited by the College of American Pathologists. The hospital is also the inaugural member of the prestigious Mayo Care Network. Further, American Hospital Dubai's cancer program was the first to offer comprehensive one-stop care in Dubai. The Life Support Training Centre at American Hospital Dubai is the first in a private hospital in the UAE to be an American Heart Association (AHA) International Training Center. 
 
To ensure the highest standards of care, American Hospital Dubai has implemented the Service Excellence Program while its Clinical Education Department offers multidisciplinary education programs for clinical staff. 
 
American Hospital Dubai also operates three dedicated clinics – in Dubai Media City, Al Barsha and Al Khwaneej – serving the community by being closer to them.