Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

How 6 months with Florence, my virtual assistant, helped me and my patients - Nuance - ContactCenterWorld.com Blog

How 6 months with Florence, my virtual assistant, helped me and my patients

As the Chief Medical Officer for Landmark Hospitals, I’m responsible for seven long-term acute care (LTAC) environments, where we primarily treat high acuity medical patients. I am also the CMIO for Chartpad, a cloud-based EMR with Technomad based out of Bonita Springs, FL. In this type of setting our patients are very sick; they are often transferred from other hospitals and may come to us with 12 diagnoses and 20 medications. It’s our responsibility to make sure we are giving them the very best care possible.

One of the things I’ve seen in my 15 years of practice is the increasing number of requirements being placed on physicians. We’re seeing more patients every day, and with an aging population those patients are sicker. With Medicare cuts, we need to see more patients in order to break even financially. One of the ways we can combat these pressures is to look at the time-consuming processes in our day, and see how we can improve them.

Ideally, I’d like to get rid of my keyboard and mouse altogether. I want to be able to sit down at my Electronic Medical Record (EMR) and create all of my notes and place all of my orders quickly and easily, and then get back to my patients’ bedsides or to family meetings. To me, it’s all about interacting with people and spending less time at the computer.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Meet Florence 

That’s why I was excited to meet Florence. To set the record straight, Florence lives inside my computer. Named after Florence Nightingale, the pioneer of public health, Florence is a virtual assistant created by Nuance that uses artificial intelligence (AI) to help lighten the load of clinicians. Florence not only helps me to update the EMR more quickly, but it actually takes things a step further and thinks ahead to do things like create orders for me.

When I had the opportunity to try Florence, I jumped at the chance. Florence is now omnipresent and built into our EMR. I don’t have to type in the order, I can just speak it. No matter where I am in the record I can turn to Florence and have a conversation without touching the keyboard or mouse.

I’ve always found that one of the biggest problems of everyone moving so quickly is that doctors will put a recommendation in the plan of a patient’s medical record, but they might not place all the orders to activate that plan either because they get interrupted or are so busy that it doesn’t get done. Computer Physician Order Entry (CPOE) is very time consuming especially in a LTAC setting like ours which is why I felt that  Florence was a perfect complement for our workflow.

The real benefit to me is as I think of something, I can order it immediately. If I’m creating progress notes and creating my plan, Florence can extract all those orders from my plan, create orders on its own and confirm them with me. This is a tremendous help in eliminating that error rate of stating something in your notes, but not actually completing all the steps to get it done.

The hard evidence

I participated in a 6-month pilot with Nuance where Florence was integrated with our system, Over that period of time, we completed about 3,000 orders. I was truly impressed with the results. Florence reduced my time entering orders using CPOE by 35% and reduced my keystrokes to 0. Now that I’m even more familiar with Florence, I would estimate that I reduce my average input time by up to 50% on complex orders. You can see my side-by-side video comparison here.

How does a Virtual Assistant help? 

I’ve found that Florence really guides you through the process. It’s a “conversational agent” using speech recognition and language understanding, but the beauty is that you don’t even notice it. As I enter notes or orders, Florence makes suggestions or asks questions when appropriate. That’s the built-in intelligence to assist the clinician for that error-free rate we are all striving for when we provide care.

Teenagers are not the only ones who use technology. I believe that most doctors want and need this kind of innovation. For example, if I rattle off an order I might not notice I missed something, but Florence will see what I forgot, and will ask me for it. Busy doctors need that help.

Artificial intelligence technology has come a long way in the last couple of years. I believe that AI-enabled solutions with this type of real time intelligence will help us shift our time back to our patients, while Florence can help handle all the important, yet time consuming clinical documentation and medical orders.

Thanks Florence!

Source: http://whatsnext.nuance.com/healthcare/doctors-save-time-with-virtual-assistant-florence/

Publish Date: March 29, 2017 5:00 AM


2020 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

12.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
PH: 0217991445

13.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

14.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

15.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 



View more from Nuance

Recent Blog Posts:
Customer Success: 6 steps to make your customer touchpoints countSeptember 12, 2019 5:00 AM
How Apple Business Chat can help enterprises with their call deflection goalsSeptember 10, 2019 5:00 AM
Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.September 9, 2019 5:00 AM
Nuance IQ is back for the summerAugust 26, 2019 5:00 AM
Meet your patients where they are with 24/7/365 answers to their portal questionsAugust 21, 2019 5:00 AM
Contact center transformation pitfalls (and how to avoid them)August 8, 2019 5:00 AM
Robots here, there and everywhere, and now in the officeFebruary 14, 2019 5:00 AM
3 ways speech recognition helps in police incident reportingJanuary 22, 2019 5:00 AM
Building trust with a virtual assistant voiceJanuary 22, 2019 5:00 AM
Television viewing is no longer a one-way streetNovember 15, 2018 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1804 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =