JAKARTA, November 17, 2020 – Telkomtelstra, in collaboration with ipSCAPE, Oracle and SME, provides innovative technology solutions, namely Cloud Contact Center and Digital Customer Engagement to implement telehealth at the Regional General Hospital (RSUD) Tarakan. With this innovative technology, hospitals and specialist doctors can continue to provide health services in the form of consulting non-COVID polyclinic patients, thereby reducing the risk of being exposed to COVID-19 when visiting hospitals, while simultaneously expanding services for patients safety.
Cloud Contact Center and Digital Customer Engagement technology solutions can help patients who are infected or suspected of being exposed to the COVID-19 virus to be monitored and assessed remotely by Tarakan Hospital on their health condition and pre-existing medical records of diseases. This solution is provided for polyclinics with a high risk of COVID-19 and comorbid diseases which consists of pulmonary specialists, ENT specialists, internal medicine specialists, heart specialists and neuroscientists.
Armed with these two technologies, the hospital can identify illnesses and provide appropriate care while reducing physical interactions between medical personnel and patients. As a means of being able to protect medical workers from the risk of the COVID-19 virus, this technology also transparently stores all medical records as a form of patient-doctor interaction in digital form.
“We are very pleased to be able to support Tarakan Hospital in providing telehealth solutions that aim to prevent non-critical physical visits to hospitals,” said Agus F Abdillah, Telkomtelstra’s Chief Customer Officer.
The Cloud Contact Center solution allows the hospital to make long-distance outgoing calls to patients who register through the hospital website or are referred by the Puskesmas for verification of personal documents and further assessment of information. “After that, Contact Center agents will guide patients to access our other technology solutions, namely Digital Customer Engagement, which allows them to schedule and conduct online video consultations with doctors at the hospital,” said Agus. Agus added that Telkomtelstra opens the door wide to collaborating with other hospitals with these two solutions which can be started with a POC (proof of concept) / committed trial scheme.
Drg. Dian Ekowati, MARS, Director of RSUD Tarakan said, the increasing number of COVID-19 patients who need acute care in hospitals and intensive care units (ICU) and confirmed positive patients without symptoms. Telehealth services can be a safer option for patients by reducing their potential for exposure to viruses. At the same time, this technology can also reduce pressure on the health care system by minimizing the surge in the number of patients in hospital facilities, while reducing the use of personal protective equipment (PPE) by health workers.
“In collaboration with Telkomtelstra, we ensure that the community at Tarakan Hospital will continue to have access to health services while practicing social distancing to break the chain of the spread of COVID-19,” said Dian.
“With telehealth solutions, the hospital can provide answers to patient questions and discuss problems in real-time remotely, just like on a regular hospital visit, but from the comfort of a patient’s home,” said Dian.
Telkomtestra collaborated with ipSCAPE, the leading Cloud Contact Center Company, to provide a solution that offers hospital workers a safe and convenient way to engage with patients to conduct patient screening and gather vital information prior to an in-person consultation. As the cases for COVID-19 increase worldwide, ipSCAPE has supported many global businesses with its advanced cloud solution to enable flexible working arrangements and ensure business continuity for their call center, customer service, and sales teams.
“ipSCAPE is proud to be partnering with Telkomtelstra to deliver our cloud customer experience technology to support the adoption of a ‘virtual first’ approach at the hospital during the COVID pandemic.“ explains ipSCAPE CEO Fiona Boyd. With the increasing demand for hospital services and support, Cloud Contact Centre will improve customer experience and responsiveness while having all inquiries handled in a COVID-safe manner. ipSCAPE provides customer experience technology that provides patients with a remote option to have their health requirements met without the need for a physical visit in the case of a non-emergency situation. “added Ms Boyd.
For Digital Customer Engagement, Telkomtelstra is powered by Oracle’s Digital Experience solution. Together with Oracle, this collaboration expands the hospital’s telehealth capabilities to provide patients consultation with doctors, and specialists conducted virtually via video. Patients will now be able to receive a primary care consultation from home, work, or any other location they choose.
“With Covid19 induced social distancing and at a time when the use of internet-enabled devices is growing significantly, it is essential that doctor consultation is made available at the click of a button and is moved to patients’ homes and offices. Oracle is pleased to support Telkomtelstra in providing a digital experience technology that enables patients to receive this medical care during a time of urgent need. “said Jason Rutherford, SVP & GM, Oracle Communications Applications.
Telkomtelstra is a joint venture between PT. Telekomunikasi Indonesia (Telkom Indonesia), which is the largest telecommunications company in Indonesia, with Telstra Corporation Limited (Telstra) which is the leading telecommunications and information service company in Australia.
Telkomtelstra provides a portfolio of leading technology products and solutions such as Managed Network Services, Managed Security Services, and Managed Cloud Services to help increase digital transformation in Indonesia. Through an understanding of the local market and also the experience of providing world-class managed solutions services, Telkomtelstra has succeeded in supporting Indonesian companies to take advantage of managed solution services to increase business efficiency and productivity.
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