Reinier de Graaf Hospital

Success Story

Extra functionality and financial benefit with OpenScape Voice

We switched to the Unify OpenScape Voice platform (OSV), a fully IP-driven telephony environment.  We have chosen to invest in this platform, because it integrates both wireless and fixed telephony in a data network. One of the advantages of these VoIP and VoWLAN is that nurses who are busy on a call can still receive calls via the Nursing Call System (Verpleegoproepsysteem – VOS). Our previous system could not do that”, says Mathieu Koren, employee ICT Operations at the Reinier de Graaf Hospital in Delft.

“The move of the hospital into a new building in 2015 was the reason to invest in a new telecoms platform.” The Reinier de Graaf Hospital  has two external clinics in Naaldwijk and Ypenburg and a location in Voorburg. The hospital employs a total of 2,500 people. Together with  the Haga Hospital in The Hague and the LangeLand Hospital in Zoetermeer it constitutes the Reinier Haga Group. “All locations within the group work with Unify telecoms solutions.”

Cables and flashing lights

Up to 2000 the Reinier de Graaf in Delft operated out of two buildings on one premises. “Both locations worked with an entirely analogous telephone exchange. Wireless telephony was not an option yet.”  The revolution in the telecoms sector started with the development of Digital Enhanced Cordless Telephony, or DECT. “From that moment hospital staff could be reached via a small device that they could take everywhere. But in order to do so, management had to be organised.

I joined the Facility Management department as an intern, but because I was quite good at technology, I was allowed to help start up the helpdesk. We were working with the Siemens Hicom300 at the time, the predecessor of Unify, a traditional system that took up a lot of space. We had two physical exchanges the size of an average office space full of equipment and cables, flashing lights and large batteries for the event of a power failure.” In later years the Hospital switched to newer version such as the Hipath 4000 (now OpenScape 4000), which enabled a combination of analogous and digital telephone devices. Fifteen years ago we adopted VoIP. “This realised substantial cost savings. For instance, up to then we leased separate link- lines between two locations.  Now, this could all be integrated in  the data connections for ICT.”

And again, the Reinier de Graaf Hospital chose a Unify system, because it met all the requirements and preferences. “A hospital is bulwark of traditional and robust telecommunications platforms. Therefore we require as high a  level of up-time and availability as possible. We also find it important that end-users can quickly get up  to speed with their new device. The demos provided by Unify already showed us that the operation of the VoIP-devices was very similar to our previous devices.”

Spearheading contactability

Contactability is an absolute priority for his hospital. “That is why we have very high demands for the environment where our telephone operators work. This is the place where telephone calls from the main telephone numbers are answered first and where callers are reverted back to in case of a busy signal or no answer. In line with our specifications this environment has been customised to a very high degree.” Telecom in the hospital has been running the Unify OSV-platform for some years now. “A lot of attention has gone into setting up the ACD-environment that runs the Unify OpenScape Contact Center (OSCC) platform. This platform supports us in our daily aim to be easily contactable  for our colleagues and patients.” Hospitality, also on the telephone, is high on the agenda at the Reinier de Graaf. “ACD-calls receiving a busy signal are placed in a queue; callers are frequently informed about their place in the queue.” ACD-agents see their own status on screen and that of their colleagues, so they know who is taking calls and who isn’t. If an employee needs to leave his or her place, they can see whether any colleagues are still logged in. During daytime we aim for external callers to be answered by a person within thirty seconds. For direct line numbers it applies that if the person you are calling is busy on another call, you are returned automatically to the telephone operator.”

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Ideally suited for the corporate market

The Unify-environment that the Reinier de Graaf Hospital in Delft purchased in 2015 has many benefits. “Apart from the extra functionality, there is also a financial benefit. Before this we had large telephone exchanges and therefore a lot of hardware on the premises. Instead of system racks we now have two servers that run everything. The dimensions of the system have decreased immensely. Our current telephony environment is license and software-driven.” Another benefit is the emergency environment for basic telephony at the secondary locations of the hospital. “A so- called branch is all that is needed. If the main location should fail, the secondary locations can continue to function independently with an emergency environment for basic telephony.” Another reason to choose Unify is the run-time for upgrades. “The Unify design is very suitable for the corporate market. Upgrades only take one day and half a night. Because of the redundant design any inconvenience for the organisation is minimal.”

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