Type of Services provided: Strategic Planning, UC and Contact Center Systems Procurement, and Implementation Project Management
COMgroup helped Peace Health achieve its goal of replacing the legacy systems throughout the hospitals and clinics. This included the creation of a centralized call center to support clinic operations, the hospital, and the Oregon Medical Lab.
For this three-year engagement, COMgroup led the PeaceHealth team through a strategic planning process that included needs analysis and solution design. This was followed by procurement and implementation of a new telephony system to be initially deployed at the new hospital in Springfield OR, and the planned replacement of multiple legacy systems throughout PeaceHealth’s hospital and clinic network. A key element included life-cycle financial analysis for the eventual replacement of all 15,000 endpoints. Areas of focus included centralizing call centers for hospital and clinic operations, as well as the affiliated Oregon Medical Lab.
Due to the nature of healthcare, PeaceHealth had additional constraints on the project that would not be typical for any another market. A new hospital was constructed which required an extremely detailed move plan for patients from the old to the new site. Contributing factors were related to the number of licensed beds allowed in each facility, construction schedule and occupancy dates for the new site, limited days and hours for the physical transport of patients. The entire project was high risk due to patient care requirements.
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