Case Study: Mercy Hospice

Cogent simplifies and unifies communications, adds Wi-fi for palliative care provider

The Challenge

Mercy Hospice Auckland, a New Zealand based provider of specialist community palliative care for people affected by life-limiting illness, has worked with Cogent to implement the Alcatel-Lucent Enterprise OpenTouch Suite for small-medium businesses (SMB) to deliver improved patient experiences, improved connectivity between patients and family and provide the foundation for a mobile workforce.

The Solution

Mercy Hospice Auckland first implemented the OpenTouch Suite, including wireless network, unified communications and mobility services, at the hospice and seven retail shops around the Central Auckland area in June this year. Motivated by its commitment to bring the best service to those in their care, both in their own homes and at its In-Patient unit, Mercy Hospice Auckland became focused on transforming its infrastructure in order to provide the right technology to support its employees across different sites and multiple devices.

OpenTouch Suite for SMB was a prime choice for Mercy Hospice Auckland as it was able to provide a simple, end-to-end voice and data solution along with establishing wireless connectivity for the organisation, which will result in more collaborative communications as well as reduced costs in system maintenance.

“Cogent and Alcatel-Lucent Enterprise helped us establish a cost-effective, connected infrastructure in order to improve the experience for our in-patients by providing them with a broad range of reliable and robust communication services, such as email and live chat, to better connect patients with family and friends. Our nurses also now have the tools to engage and collaborate on the fly in order to spend more time with patients and less time on the phone.”

“For a not for profit organisation such as Mercy Hospice Auckland, cost is a key consideration when investing in new technology. Alcatel-Lucent Enterprise was the standout option given its strong foundation in providing the highest quality technology at a competitive operating cost. We will continue to collaborate with Alcatel-Lucent Enterprise to support Mercy Hospice Auckland as it shifts gear to enable unified communications across the business,” comments Chito Bautista, Senior Business Development Manager at Cogent NZ.

Maud Holvast, Vice President of Australia and New Zealand at Alcatel-Lucent Enterprise also commented:  “This is a great example of a healthcare organisation that is focused on delivering the right communications system to enable employee collaboration and improve patient care. It is our goal to help customers, such as Mercy Hospice Auckland, address these areas without having to break the bank or put pressure on their already stretched IT staff.”

The initial solution took a period of three months to implement and the organisation is currently testing the My Instant Communicator mobile application with expectations to roll this out in the next phase. This application will deliver advanced unified communication services to Apple iPhone and Android mobile devices, with features including single identity, directory lookup, enterprise telephony and call routing control. The aim is to free its employees from the desks, particularly clinical staff that are required to travel to patients’ homes, by providing them with a flexible, easy to use mobile application that allows them to be easily reached anytime, anywhere.

About Mercy Hospice Auckland

Mercy Hospice Auckland provides a range of specialist community palliative care for people facing life-limiting illnesses, caring for them with the utmost professional skill, compassion and quality of service. The not-for-profit organisation also offer support to family, friends and carers to help them cope with problems arising from the illness.

“We really started with zero unified communication capabilities. We had a standard PBX-based telephony system that only offered voice calls. The majority of our organisation ran on wired connectivity and we relied on AirPort Express for limited wireless connectivity through some parts of our site.”

Michael Misomphane

IT coordinator, Mercy Hospice

Maud Holvast, Vice President of Australia and New Zealand at Alcatel-Lucent Enterprise also commented:  “This is a great example of a healthcare organisation that is focused on delivering the right communications system to enable employee collaboration and improve patient care. It is our goal to help customers, such as Mercy Hospice Auckland, address these areas without having to break the bank or put pressure on their already stretched IT staff.”

The initial solution took a period of three months to implement and the organisation is currently testing the My Instant Communicator mobile application with expectations to roll this out in the next phase. This application will deliver advanced unified communication services to Apple iPhone and Android mobile devices, with features including single identity, directory lookup, enterprise telephony and call routing control. The aim is to free its employees from the desks, particularly clinical staff that are required to travel to patients’ homes, by providing them with a flexible, easy to use mobile application that allows them to be easily reached anytime, anywhere.

About Mercy Hospice Auckland

Mercy Hospice Auckland provides a range of specialist community palliative care for people facing life-limiting illnesses, caring for them with the utmost professional skill, compassion and quality of service. The not-for-profit organisation also offer support to family, friends and carers to help them cope with problems arising from the illness.

Cogent services and solutions in this case study

Unified Communications

Bringing together PBX (voice) systems, using softphone applications for mobiles, PCs and tablets

Wi-Fi networks

Managed wi-fi networks redefine access and simplify communications and data use

Cogent service and support

Cogent's professional services team support Mercy Hospice 24/7

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