University of California Irvine Health

Using real-time notifications

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BACKGROUND


University of California Irvine Health comprises the clinical, medical education and research enterprises of the University of California, Irvine. Patients can access UC Irvine Health at physician offices throughout Orange County and at its main campus, UC Irvine Medical Center in Orange, California. UC Irvine Medical Center is a 411-bed acute care hospital providing tertiary and quaternary care, ambulatory and specialty medical clinics, behavioural health and rehabilitation. It is the primary teaching location for UC Irvine School of Medicine.

real time notification

 

UC Irvine Health has been a SnapComms customer since implementing Desktop Alert Messages, Desktop News Feeds and Screensaver Messaging in February 2014.

 

CRITICAL COMMUNICATIONS DELIVERED IN REAL-TIME


Real time notifications – Time is everything in the medical profession. UC Irvine Health know this so real time notifications are critical to their ongoing business. They had implemented a tool which was meant to deliver on this promise, however the tool ended up being inconsistent and difficult to use so it was decommissioned.

Along with the real time notification the SnapComms Desktop Alert Messages delivers, it also comes with some additional options for urgent and emergency alert functionality.

Urgent alerting - urgent desktop alerts will appear over the top of screensavers and other full-screen applications (including PowerPoint in slide view mode).

Emergency alerting – provides the same features as urgent alerting with the additional features:
• the desktop alert message covers the entire screen.
• the desktop alert system overrides any active snooze functionality.
• the desktop alert message also appears on the user login screen.
Emergency desktop alerts also provide an option for no ‘close message’ button designed into the desktop alert template. This means that the alert notification will stay on screen and the screen will remain locked until the administrator disables the emergency alert.

Scheduled and unscheduled outage notification

UC Irvine are proactive in letting staff know when there is going to be scheduled maintenance on any of the systems they use, and Alert is sent to affected users giving them time to save or complete work before the system is taken offline. Of course there are always cases when a system goes down unexpectedly, in those cases an unscheduled outage notification is sent out as soon as the IT department are aware of the issue. This greatly reduces the amount of calls into the IT Service Desk allowing them to get the system back online as soon as possible. In one unique case, a fire took out one of UC Irvine’s data centres for over 12 hours. Rather than sending an alert out for each system that was taken out, and when they were subsequently restored, they used the scrolling ticker to keep everybody abreast of the situation.


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CUSTOMIZABLE SOLUTION


Customer Developed API(Application Programming Interface) – Quite a few staff members at UC Irvine have the ability to send out alerts using the SnapComms tool, however some of these staff members don’t need to use the tool that often. Because of the large number of features offered in the SnapComms suite of tools, users who don’t use the system that often have a hard time remembering exactly which options to select. UC Irvine decided the easiest way to solve that problem was to integrate the SnapComms tool into their internal website using the SnapComms API. This meant that the IT department could setup custom interfaces for specific users enabling them to only perform certain tasks in the system ie, they are able to send unscheduled outage notifications to a certain department.

 

 

CONCLUSION


SnapComms has addressed the issues of staff not getting real time notification messages. Staff who manage the critical communication have noticed a vast improvement in the reliability getting messages out on time. In addition to that, SnapComms has given UC Irvine additional functionality of screen saver messaging and the ability to send information out via the ticker which allows them to layer their communications based on relevance and urgency. By utilizing the SnapComms API, UC Irvine has integrated the SnapComms tool with their internal website allowing authorized users easy access to the messaging system. This has made management of a large number of users much easier for the IT department, and it has simplified the process for sending out communications for those users who don’t send out communication often.

 

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SITUATION


 

 

COMMUNICATIONS OBJECTIVES


  • Ensure critical communications and Unscheduled Outage Notifications are delivered and received in real time

  • Maintain their EMR 6.2 level

  • Leverage Screensavers as a marketing/communication tool

 

 

 

KEY BENEFITS OF SNAPCOMMS


  • Guaranteed message delivery

  • Targeting of messages to specific staff groups

  • Ability to communicate with everyone in the organization

  • Speed of communication when a system goes down unexpectedly or in an emergency

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    Multiple Message Administrators, allows different parts of the business to communicate directly with their staff without having to go through the Communications or IT teams