King Abdullah Medical City Transforms the Patient Experience with Avaya

Avaya has today announced that it has been awarded a contract by King Abdullah Medical City (KAMC), a leading referral specialist hospital in Saudi Arabia, to deliver unified communications and contact centre solutions. This solution is designed to enhance the healthcare experience at KAMC for patients, and improve collaboration and communication channels for teams in emergency and non-emergency medical cases

With this implementation, KAMC will have the latest Avaya contact center solutions that will deliver efficient and instant capabilities to handle the large number of transactions and patients as well as the internal collaboration requirements. The KAMC team will be able to respond to emergency and non-emergency calls quickly and contextually, supported by instant access to registered patients’ history. The contact center will also automate a large number of operations and will be able to route the calls to the right agent for different enquiries (skills-based calls routing). Integrated social engagement will also enable patients to interact with the hospital customer service through various social media channels.

The contact center from Avaya will play a large role in minimizing human error, especially in emergency situations, as the center will be linked to all employees wherever they may be, to mobilize the right team in real time. The infrastructure will be equipped to deliver telemedicine capabilities instantly in order to swiftly respond to emergency needs and increase productivity.

Avaya’s solutions will support full mobility – allowing staff to access all corporate data and applications on the devices of their choice. Specialists can be brought into discussion groups via video, voice or text on the device of their choice.

Mohsen Ba-Abdullah, Chief Information Officer, KAMC, said: “KAMC is pursuing a digital transformation strategy very aggressively, and we are fully committed to becoming a fully-digital and ‘Smart’ hospital in line with the Kingdom’s Vision 2030. We strongly believe that smart organisations are the foundation of a smart economy. With this partnership with Avaya, we are well-placed to build the hospital of the future today, with advanced communication and collaboration platforms, and a matchless and seamless customer and patient experience.”

Nidal Abou-ltaif, President, Avaya International, said: “We are very proud to work closely with KAMC on their transformational goals, and are committed to supporting them as they transform healthcare services in preparation for the Kingdom’s Vision 2030. The patient experience has become a key competitive differentiator in the healthcare industry, and our solution is designed to bring together the entire hospital as a unified and collaborative entity, united in the vision to provide an excellent, seamless experience. We are happy to bring our global expertise to KAMC and work with them towards a digitally transformed healthcare industry in the Kingdom.”

The King Abdullah Medical city, spreading over 800,000 square meters, is one of the largest healthcare facilities in Saudi Arabia, and has been built to deliver on the vision of a modern and progressive healthcare offering. The City delivers complete healthcare and specialized services to citizens, residents and pilgrims in the holy city of Makkah. KAMC includes digital operations rooms used by specialized teams to deliver a complete digital reporting system to patients, beginning from the time they make contact with the facility.