Healthcare Services

FourNet works with some of the UK’s leading hospitals, health boards and ambulance services to deliver 999 & 111 contact centre solutions, GP triage, video appointments and integrated health and social care services for patients; we also provide unified communications and collaboration capabilities for health professionals.

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Communication in Healthcare

FourNet provide the communications and analytics technology required to modernise a Healthcare organisation’s engagement with their patients, to help improve patient satisfaction, reduce costs, simplify appointment scheduling to reduce no-shows, increase patient care-plan understanding and adherence, and improve overall operational efficiencies.

FourNet’s ecosystem of partners and vendors have interoperability at their core. Our solutions can link the patient data and processes of an Electronic Health Record system into our Contact Centre and Unified Communications solutions.

Our Intelligent Managed Services keep communications running seamlessly, proactive prevention to stop problems before they happen and rapid response for any issues that do arise.

Care Team Collaboration

From wall phones, desk phones, pagers and bedside alerting to mobiles and personal devices; care givers currently have to resort to multiple devices in order to access alerts and notifications, communications tools, and patient information.

FourNet collaboration solutions can deliver all mobile clinical and communications needs on one application running on a single device. Our solutions ensure the care team have access through mobile secure messaging, automated on-call and directory, mobile video streaming, workflow and IoT integration, to the entire care team engaged at or near bedside.

Patient Access Services

For scheduling, test results, billing, and more; FourNet patient access solutions integrate with leading EHR vendors for an integrated view of the patient. From virtual consultations to appointment reminders our self-service solutions enable the patient to manage their own schedule and reducing missed appointments. Assisted self-service can enable patients to access test results but be escalated to an administrator or healthcare professional when necessary.

Virtual Care

For all the interactions when the patient is not with the care giver; virtual care and remote health are critical services helping to decrease the need for patients to undergo treatments, procedures, through improved chronic disease management and prevention. Our collaboration technologies can be leveraged for continuous patient monitoring and communication, where Clinical Contact Centres will provide support for chronic care as well as prevention procedures and remote health advice centres.

Our systems can integrate communications directly into EHR patient portals, health system online assets, and provide integration, screen pop, automated help, integrating with protocols and customer information in the EHR.

Our Customers

The Value of Communications in Healthcare

With an aging population suffering from long-term, chronic conditions, reduced budgets, staff shortages and missed appointments the pressure on healthcare providers has never been greater. The value of improving communication and delivering virtual care can help alleviate some of this burden.

11.9m

Citizens over 65

An aging population: people aged 65 and over are a large and rapidly growing group – there are currently more than 11.9 million people aged 65 and over in the UK, with 3.2 million aged 80 and over and 1.6 million aged 85 and over.

1 in 12

Posts vacant

There were nearly 94,000 full-time equivalent advertised vacancies in hospital and community services last year, this equates to an estimated shortfall of 8%

9.6

GDP spent on NHS

9.6% GDP spent on the NHS in the UK, a figure that has been steadily decreasing; healthcare providers are being forced to do more with less.

£1bn+

Compensation

Poor communication was a factor in 35% of all complaints and cost the NHS over £1B per annum last year.

£92m

Spent on private patient transport

Research by PA news agency shows England’s ambulance trusts spent more than £92 million last year on private ambulances and taxis to transport patients.

1/20

Appointments missed

Missed GP appointments cost the NHS £216m a year, with around one in 20 wasted annually because patients fail to attend without informing the surgery; that’s more than 15m missed appointments each year.

33m

999 calls per years

In 2019, before the COVID pandemic, the ambulance services were handling 47% of all 999 calls in the UK.

210k

COVID 111 enquiries in a day

During the first weeks of the COVID pandemic online enquiries jumped to over 210,000 a day; the online 111 service provides people with the right advice and frees up clinical call handlers’ time so they are able to prioritise 111 phone callers experiencing symptoms.

FourNet Solution Portfolio

Collaboration

FourNet collaboration solutions can deliver all mobile clinical and communications needs on one application running on a single device. All voice calls, voicemail, video, presence and instant messaging can be accessed from the same screen. scheduling and conferencing, as well as screen and document sharing are all available from one single interface.

Omnichannel

FourNet’s omnichannel contact centres all for integrated inbound and proactive outbound communications via the patients’ channel of choice: chat-service for younger patients, voice-calls for older patients, calls at certain times of day or week. Automated processes for features such as appointment scheduling, prescription renewals, health-checks, or mental-health support can be incorporated.

Single Pane of Glass

Our contact centre solutions can integrate with all internal EHR or CRM systems to ensure that contact centre agents or administrative staff have access to all necessary information to quickly and easily handle patient queries without switching between applications.

Contact recording

With every customer interaction recorded; whether voice, email, SMS or web chat: issues and irregularities are easily detected. Speech and text analytics can provide insights across all patient, contact centre and caregiver interactions.

Customer Journey

FourNet solutions are designed with your patients in mind. We pride ourselves on our ability to provide a complete 360-degree view of all your patient interactions, showing your agents every touchpoint regardless of channel.

Security

FourNet solutions can provide a Security Information Event Management platform that both monitors and manages security alerts, while also alerting internal resource. We ensure that there is a complete view of potential security breaches to give you full visibility of potential threats to your patient data. Our solutions offer the visibility and understanding to make sure you stay informed on a continual basis.

Our solutions integrate with everyone

Why FourNet?

Collaborate anywhere, anytime

Unite all the tools your employees need to connect, share and work together via the same streamlined interface. All voice calls, voicemail, video, presence and instant messaging can be accessed from the same screen. It also allows scheduling and conferencing, as well as screen and document sharing.

Embrace Innovation

All FourNet solutions provide a foundation or core platform that can easily be added to or further developed to offer new channels or new services as and when you are ready to adopt them. Built in the cloud our solutions provide customers with the flexibility to test, trial and quickly adopt new services.

Integrate systems

FourNet’s expertise is in integrating and transitioning existing systems with the latest technology to enable the adoption of new features and functionality. Our solutions can link the patient data and processes of an Electronic Health Record system into our Contact Centre and Communications solutions to provide a complete view of the patient.

Availability & Reliability

Built on world-class Avaya technology we deliver 99.999% availability for our contact centre solutions. Our healthcare solutions deliver resilience and redundancy as standard to guarantee availability and provide disaster recovery and business continuity.

Fully Managed Service

Stop problems before they happen. FourNet's Intelligent Managed Services provide 24:7:365, round the clock proactive monitoring and reactive support to keep the UK's emergency services running smoothly. Reduce risk and guarantee predictable, reduced costs.

Secure

FourNet's healthcare solutions are safe and secure. Hosted in tier 4 Equinix data centres, utilising a CAS-T accredited core network. FourNet is Cyber Essentials Plus and ISO27001 accredited. Our solutions come with a wide choice of dual UK data centres, resilient SIP, with backup and archiving.

Procurement Frameworks