Oracle Service Cloud For Healthcare | Maternity Assist

Automation and self-service that enables more efficient prioritisation

The intelligently updated knowledge base allows patients and family members to self-serve and find the information relevant to their cases. The "Ask a Question" page and Chat channels allow them to connect directly to their healthcare providers for general questions and track the progress of their requests. These channels help deflect enquiries coming in through more traditional and time-consuming channels, such as phone or face-to-face. This clears up time for more important and higher-risk interactions.

Healthcare professionals

Patient self-service means you have more time for what matters. Curate a self-updateable knowledge base of questions and answers, accessed by your patients and receive feedback on the knowledge base from your patients and your healthcare colleague.

Automate the routine care pathway tasks. Automatically send notifications to patients according to various triggers and medical details and allow patients to nominate their own friends and family, so their loved ones are kept informed as well.

Share knowledge with the extended midwifery community. Participate in engaging community forums and access shared content, gleaned across several other similar institutions.

Patients and family

Stay informed every step of the way. Receive timely alerts to book your doctor’s appointments and exams and receive information about your process, specially tailored to you.

Get your loved ones involved and informed every step of the way. Nominate friends and family to stay up-to-date and share these precious experiences effortlessly.

Keep in touch with your team of dedicated hospital staff. Access content curated by experts with years of experience and ask your questions in the comfort of your own home.

Technical features

Lower infrastructure costs. Our cloud-based solution doesn’t require installation or maintenance of additional infrastructure. Unlike big implementation projects, you can spread the cost as operational expenditure through monthly licensing. Furthermore, we'll provide rapid integration of the customer portal to your website for a fully branded experience.

Rapid implementation and all the support you need post-go-live. Your standard out-of-the-box solution will be up and running in a couple of weeks, integrating with existing systems based on open, non-proprietary standards. The Boxfusion Healthcare Experience Solution product includes best-of-breed business processes in CX (Customer Experience), tailored to your specific needs and our “Train the Trainer” style sessions to show you how to maintain the application and its rich knowledge base.

Case Study: Liverpool Women's Hospital adopts Maternity Assist

Together with Oracle, Prof. Mary Steen and Duncan Fisher, Boxfusion took the Healthcare Experience Package and helped implement Maternity Assist at the Liverpool's Women Hospital as a new channel of communication between midwives and the women they care for locally, using digital communications.

This care network is extended to the women's families, by allowing them to invite key members of their family to share in the pregnancy experience.

The Maternity Assist service was launched on 2nd June 2014, with the backing of the Shadow Minister for Public Health, Luciana Berger.

The solution uses Oracle Service Cloud to bring cutting-edge Customer Experience best practices to an NHS Trust maternity service. The key benefits of Maternity Assist are:

Relieving the overload of communication that currently exists
Making maternity services feel more accessible to women and families
Allowing for carefully planned information campaigns around local priorities, such as public health, or national priorities that need to be communicated locally, such as baby welfare
Encouraging family discussion about these issues, which brings better health outcomes

The Boxfusion Consulting Healthcare Experience Package helps address concerns of everyone involved in the full cycle of healthcare experiences, be they Healthcare Professionals, patients and their families and also the IT staff managing the application. If you’re interested in finding out more about our Healthcare Experience package, please call us on +44 203 283 4315 or get in touch via our website.