Avaya Innovation Maturity Model - Healthcare
Actionable insights and recommendations at your fingertips

Measure your innovation readiness with the Avaya Innovation Maturity Model for Healthcare in 3 simple steps:

  • Complete the survey below
  • Receive your detailed Benchmark Report
  • Join a free Innovation Workshop/Consultation

Avaya looks forward to helping you on your innovation journey.


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    • Healthcare-Icon-Organization

      Organisation



    • Questions around roles, size, responsibilities, budgets, departments.
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    • Healthcare-Icon-Communication.png

      Communication

    • These are questions focused on day-to-day communications services, and the technology available to staff across your healthcare Organisation.
    • Communication Technology Usage
    • How often do hospital staff use the following devices to contact or communicate to other staff or patients?

      Not available
      Rarely
      Sometimes
      Frequently
      Pagers / Paging Devices
      Not available
      Rarely
      Sometimes
      Frequently
      Overhead Speakers
      Not available
      Rarely
      Sometimes
      Frequently
      IP-DECT / Wireless Phones
      Not available
      Rarely
      Sometimes
      Frequently
      Desk-phones
      Not available
      Rarely
      Sometimes
      Frequently
      Personal Smart Phone
      Not available
      Rarely
      Sometimes
      Frequently
      Hospital-provided Smart Devices (i.e., iPhone / Android / Ascom)
      Not available
      Rarely
      Sometimes
      Frequently
    • Communication Services Usage
    • Which services are used by hospital staff to communicate with other staff or patients?

      Not available
      Rarely
      Sometimes
      Frequently
      SMS
      Not available
      Rarely
      Sometimes
      Frequently
      Private Smart Phone Apps (WhatsApp / Snapchat / etc)
      Not available
      Rarely
      Sometimes
      Frequently
      Voice Calls (person to person)
      Not available
      Rarely
      Sometimes
      Frequently
      Video Calls (person to person)
      Not available
      Rarely
      Sometimes
      Frequently
      Instant Messaging (provided by Hospital IT)
      Not available
      Rarely
      Sometimes
      Frequently
      Audio conferencing (3 or more persons)
      Not available
      Rarely
      Sometimes
      Frequently
      Video conferencing (3 or more persons)
      Not available
      Rarely
      Sometimes
      Frequently
    • Contacting Staff
    • How do hospital staff search for telephone numbers to call other staff, other locations, or other departments?

      Not available
      Rarely
      Sometimes
      Frequently
      Manually search a printed sheet or printed phone directory?
      Not available
      Rarely
      Sometimes
      Frequently
      Search an Online Hospital phone directory on a PC / Laptop
      Not available
      Rarely
      Sometimes
      Frequently
      Search an Online Hospital phone directory on a Smart Phone / Tablet app
      Not available
      Rarely
      Sometimes
      Frequently
      Call the Hospital Operator to search for contact
      Not available
      Rarely
      Sometimes
      Frequently
    • Urgent Staff Contact
    • How can hospital staff issue an Alarm or Page for On-Call Specialists or Cardiac Arrest Call Emergency?

      Not available
      Rarely
      Sometimes
      Frequently
      Call a dedicated number that will be answered by someone
      Not available
      Rarely
      Sometimes
      Frequently
      Call a dedicated number that automatically creates a Page, then wait for a call-back
      Not available
      Rarely
      Sometimes
      Frequently
      Use a PC or Smart Phone app to issue a Page
      Not available
      Rarely
      Sometimes
      Frequently
      Call Hospital Operator who will issue a Page
      Not available
      Rarely
      Sometimes
      Frequently
    • Working from home
    • Please select the statement that best reflects your communications services if you can work from home or from a virtual office. (Please select 1 option)

    • Usage of Personal Devices
    • Do staff use their personal smartphone or tablet for work communication purposes (i.e. work phone calls, instant messaging, conference calls)? (Please select 1 option)

    • Communication Satisfaction
    • Please select the Rating that best reflects your satisfaction with the communications services you use in your job today. (Please select 1 option)

      (1) Not Satisfied     (2) Somewhat Dissatisfied     (3) Neutral     (4) Somewhat Satisfied     (5) Fully Satisfied

    • Healthcare-Icon-Collaboration

      Collaboration

    • Questions focused on group conferencing and collaboration services, and the technology available to staff across your healthcare organisation.
    • Conducting Group Meetings
    • Meetings: How are group or staff meetings conducted?

      Never
      Rarely
      Frequently
      Always
      Face-to-Face
      Never
      Rarely
      Frequently
      Always
      Audio conference
      Never
      Rarely
      Frequently
      Always
      Video conference
      Never
      Rarely
      Frequently
      Always
    • Meeting locations
    • Where do staff-meetings or conferences take place? (Select all that apply)

      Never
      Rarely
      Frequently
      Always
      In-person, in dedicated meeting spaces / conference rooms
      Never
      Rarely
      Frequently
      Always
      In-person, wherever a room or quiet place can be found
      Never
      Rarely
      Frequently
      Always
      Over Video or Audio conference service
      Never
      Rarely
      Frequently
      Always
    • Remote Meeting Technology
    • Staff members can join a remote group meeting or conference session over

    • Conferencing Services Satisfaction
    • Please select the Rating that best reflects your satisfaction with the conferencing and collaboration services you use in your job today.

      (1) Not Satisfied     (2) Somewhat Dissatisfied     (3) Neutral     (4) Somewhat Satisfied     (5) Fully Satisfied

    • Healthcare-Icon-Operation

      Operation

    • Questions focused on patient engagement and experience, and how they can communicate over technology or services with the Hospital (primarily out-patient engagement such as phone, video, messaging services, etc).
    • Patient Engagement Readiness
    • I believe our healthcare organization has the communications services in place to adapt to the evolving patient expectation for more engagement and collaboration

    • Digital Patient Survey
    • Has your healthcare organisation conducted any surveys or research to understand what kind of digital services patients or the pubic would like your healthcare organisation to provide?

    • Patient Experience Strategy
    • Please select the statement that best reflects your healthcare organisation’s program or strategy on Patient Experience and Engagement today

    • Patient Communication Channels
    • Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Voice Calls
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      SMS
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      e-Mail
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Instant Messenger Service (i.e., WhatsApp / SnapChat / Web-Chat)
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Video
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Social Media
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      ChatBot
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
    • Patient Communication History
    • Do the Healthcare organisation’s Contact Centre Agents have a historical view of all a Patient’s communication interactions (voice, e-Mail, SMS, Video, Social Media, etc)?
      FYI – The Contact Centre is a team of people who often answer calls to the Hospital for services such as Appointments, Payments, Referrals, Results, Advice, etc

    • Managing Patient Appointments
    • Does your hospital have an automated Patient Appointment Management service?
      Patients can create, amend, delete their own hospital appointments themselves.

    • Patient Self-Service
    • Please select the statement that best reflects your patient IVR self-service options today
      Please note, an IVR is an= Interactive Voice Response on a phone-call, for example “Press 1 for Reception, press 2 for Appointments”)

    • Tracking Patient Satisfaction
    • In what way does your organisation capture and track patient or staff satisfaction?

    • Patient In-Hospital Experience
    • Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can raise an alarm to staff
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can make in-hospital phone-calls
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can order food / drink
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can order WiFi / entertainment services
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can Check-in / Check-Out of hospital
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can provide feedback or respond to a survey
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient has Self-Service portal for payments
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Patient can access and review test-results
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
    • Healthcare-Icon-Integration

      Integration

    • Questions focused on integration and interoperability opportunities with digital health applications.
    • EHR Implementation
    • Has your hospital implemented an Electronic Health Record (EHR) solution?
      An EHR is a digital version of a patient's historical chart. EHRs are real-time, patient-centred records that make information available to authorized hospital users and sometimes patients too

    • EHR Vendor
    • If an EHR vendor has been selected, is it one of the following vendors?

    • EHR Access
    • How do the following people or roles have access to the EHR application?

      Unsure / Don’t know
      No access
      Desktop / Laptop Computer
      Mobile Phone / Tablet
      Nurses / Doctors / Patient-facing staff
      Unsure / Don’t know
      No access
      Desktop / Laptop Computer
      Mobile Phone / Tablet
      Administrative Staff
      Unsure / Don’t know
      No access
      Desktop / Laptop Computer
      Mobile Phone / Tablet
      Contact Centre Staff
      Unsure / Don’t know
      No access
      Desktop / Laptop Computer
      Mobile Phone / Tablet
      Patients / Customers
      Unsure / Don’t know
      No access
      Desktop / Laptop Computer
      Mobile Phone / Tablet
    • EHR Integrated Communications
    • Have you integrated your EHR application with any communication services?
      For example, a click-to-dial or click-to-conference feature from within the EHR Application or Smart Phone App.

    • EHR Success
    • In your own opinion, how has the implementation and usage of the EHR application been in your healthcare organisation?

    • Healthcare-Icon-Virtualization_of_Healthcare

      Virtualisation of Healthcare

    • Questions focused on availability and delivery of Virtual Healthcare
      Virtual healthcare refers to the use of digital technology for the access to and delivery of health services for a patient outside of a healthcare system.
    • Virtual Healthcare Strategy
    • Does your healthcare organisation have a virtual healthcare program or strategy?

    • Virtual Healthcare Channels
    • Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Voice
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      e-Mail
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      SMS
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Video
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Online Chat (live chat with a person)
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      ChatBot (live chat with Machine)
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Social Media (WhatsApp / Facebook / etc)
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Wearable devices or applications
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
    • Patient Video Service
    • Is there a service available for patients or patient-relatives to join video conference with hospital staff?
      For example with follow-up discussions with a specialist, or for Patient-to-Relative video

    • Remote Patient Monitoring
    • Are there any Remote Patient Monitoring services in operation today (monitoring using technology such as Wearables, IoT technology, sensors, etc).

    • Virtual Healthcare Opinion
    • In your own opinion, how would you rate the implementation and adoption of the Virtual Healthcare services from the perspective of Patients and of Staff?

    • Future of Virtual Healthcare
    • In your own opinion, post-Pandemic, do you believe Virtual Healthcare services will

    • Barriers to Virtual Healthcare Services
    • In your own opinion, what do you believe will be the barriers to increased roll-out and usage of Virtual Healthcare Services? (select all that apply)

    • Healthcare-Icon-Ideation_and_Strategy

      Ideation and Transformation

    • Questions on overall strategy, linked to the below Digital Maturity Index Graph

    • Digital Maturity Self-Rating
    • Where would your healthcare organisation be positioned on this Digital Maturity Index?

      (1) Digital Resister     (2) Digital Explorer     (3) Digital Player     (4) Digital Transformer     (5) Digital Disruptor
    • Digital Maturity Rating
    • Where would you position the majority of healthcare organisations in your country on this Digital Maturity Index?

      (1) Digital Resister     (2) Digital Explorer     (3) Digital Player     (4) Digital Transformer     (5) Digital Disruptor

    • Adopting Digital Innovation
    • Which of the following technologies is your healthcare organization currently deploying?

      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Cloud Computing
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Artificial Intelligence / Machine Learning
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Internet-of-Things / IoT services
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Virtual / Augmented Reality services
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      ChatBots
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
      Robotic Process Automation
      Don’t know / Unsure
      No Plan to introduce
      Planned to Introduce
      Available Today
    • Digital Technology Spending
    • What are your Healthcare Organisation’s spending plans for digital technology in the next 2 to 3 years?