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

How often do hospital staff use the following devices to contact or communicate to other staff or patients?

Which services are used by hospital staff to communicate with other staff or patients?

How do hospital staff search for telephone numbers to call other staff, other locations, or other departments?

How can hospital staff issue an Alarm or Page for On-Call Specialists or Cardiac Arrest Call Emergency?

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)

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)

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

Meetings: How are group or staff meetings conducted?

Where do staff-meetings or conferences take place? (Select all that apply)

Staff members can join a remote group meeting or conference session over

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

I believe our healthcare organization has the communications services in place to adapt to the evolving patient expectation for more engagement and collaboration

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?

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

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

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

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”)

In what way does your organisation capture and track patient or staff satisfaction?

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

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

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

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.

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

Does your healthcare organisation have a virtual healthcare program or strategy?

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

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

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?

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

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)

Where would your healthcare organisation be positioned on this Digital Maturity Index?

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

Which of the following technologies is your healthcare organization currently deploying?

What are your Healthcare Organisation’s spending plans for digital technology in the next 2 to 3 years?