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More Than Medicine: Southcoast Health Raises the Bar with Avaya

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Southcoast Health
Southcoast Health


  • Innovate across patient experiences to make them more seamless, intelligent, and user-friendly

  • Incorporate mobile devices into the fabric of the healthcare experience

  • Streamline internal communications to simplify complex processes

Value Created

  • Full support for patients to initiate and escalate mobile interactions across channels of communication

  • Contextual communications help give staff a consolidated view of patient information

  • Care teams have improved tools and more efficient communications processes


  • Avaya Aura®

  • Avaya IX™ Workplace

Southcoast Health proves you don’t have to go far to receive above and beyond care. With 55 remote locations, three different hospitals and 450 providers, the award-winning non-profit community healthcare system specializes in personalized, localized service for its communities of southeastern Massachusetts and Rhode Island.

The organization’s exceptional standards—driven by core values of engagement, accountability, support and innovation—are upheld across its multiple locations for establishing trusting partnerships with patients, families, colleagues and communities. As a health delivery system with multiple access points, Southcoast offers an integrated continuum of health services throughout its local regions to ensure comprehensive, quality care.

Yet today’s rapid pace of innovation has created new standards to meet. “As a leading health delivery system, we now feel the expectation is to provide a different level of service and an overall different user experience that was not there before,” explained Chief Technology Officer, Tim Rosner.

This meant more seamless, intelligent, user-friendly patient experiences with the technology and reliability to continually innovate and improve. Here’s how we helped position Southcoast for the future of patient care…

Avaya is helping us make a difference for healthcare and the local communities we serve. We’ve been able to quickly act to provide better healthcare services and a better patient experience overall. Without Avaya, it would be much more difficult for us to move forward technologically.

Balancing Old and New

Southcoast needed to stay ahead of new expectations for accessing care and engaging with providers. “We’re seeing new users coming along with a higher level of expectations, as well as growing expectations among our existing user base for better technology and ease of use,” explained Rosner. “It was very important to us that we deliver quicker, better results across the entire patient journey from appointment scheduling to callbacks.”

A critical component here was mobility. “A lot of new users that come into the health system are expecting access through their mobile device,” said Rosner. “They want to talk to someone via mobile in a timely fashion to make changes, book appointments, review test results and more.” It’s true, with research showing nearly half of patients want simpler, online appointment scheduling driven by the expansion of mobile devices.

Yet just as important for Southcoast was the human touch. “Today, everything is based on the healthcare professional being present in the room,” said Rosner. This makes integrative communications vital for delivering people-first service across its dozens of remote locations.

“Say a child is in the hospital