Telehealth Success Stories

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Cancer Treatment Centers of America

CTCA operates 5 hospitals in the US solely focused on providing well-coordinated cancer treatment in a welcoming environment. CTCA draws patients from all states and many foreign countries.

Since patients can come from far away, CTCA faces the challenge of effectively engaging prospective patients and their families as they try to evaluate their cancer treatment options and make the once in a lifetime decision about selecting a service provider. Relying solely on telephone conversations was very limiting.

By using Live Expert’s Anywhere module on CTCA’s website and emails, prospective patients and family members can instantly begin a video call with a CTCA patient engagement specialist or oncology specialist. These advisors use face to face conversation and onscreen content sharing to explain how CTCA’s approach to cancer treatment is different than rest of the industry. The result is a significantly greater patient new conversation that with telephone or email communications.

Since Live Expert Anywhere works with just the browser and instantly establishes a video call, the patient does not experience the fuss of traditional video conferencing tools, which include:

  • Software download
  • New video plug-in
  • Need to set up a user account
  • Need to share address book
  • Need to schedule a session.

Unlike other browser-based video chat tools, Live Expert Anywhere works across all browsers – automatically selecting WebRTC for Chrome and Firefox, and Flash for IE and Safari. Also, unlike videoconferencing systems, Live Expert handles real time call routing based on skill and agent availability, customer queues, and live video call transfers from one advisor to another.

CTCA previously used a different system with less capabilities, but switch to the Live Expert system in 2015.

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Stichting Philadelphia Zorg – Netherlands

Stichting Philadelphia Zorg, a large healthcare provider in The Netherlands, uses ClairVista’s Live Expert® system for its DigiContact services. DigiContact provides both on-demand and scheduled video care services to its clients through clients own computer or mobile device, as well as Live Expert Mobility tablets provided by DigiContact. Live Expert instantly connects each client to a caretaker based on the client’s need and provides face-to-face interaction, interactive content sharing and session recording.

DigiContact is revolutionizing healthcare delivery in The Netherlands by replacing a large number of traditional home visits with video care sessions. With video care, clients can connect with a caregiver whenever they need help, and caregivers spend more time providing care and less time managing and traveling to appointments. This service model has significantly increased the availability and accessibility of care for clients while reducing Philadelphia’s cost of services.

But to operate a service like this, an organization needs much more than a videoconferencing system or a video plugin. What is needed is a comprehensive customer service system uniquely designed for telehealth services. After a rigorous one year search for such a system in Europe and US, Philadelphia selected Live Expert and went live DigiContact services within 60 days.

More About DigiContact

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Middin (Netherlands) launches video engagement for Handicapped Patients

Clients of Middin, an organization that provides care and support for people with mental disabilities in The Hague, Netherlands, can ask questions from their homes using the Live Expert video chat system. Using the Live Expert mobile app on an iPad, which automatically connects each client to an available caretaker, clients can instantly connect with Middin and get help. In addition to Middin’s normal care model, remote video care using the Live Expert system opens up many new possibilities.

Middin is excited to bring this innovative form of remote care to their clients and achieves many benefits such as increased accessibility to care, a greater sense of security for clients, and decreased home visits. This telehealth service is available 24/7 from the specially trained caretakers in the Middin video contact center called ‘Digicontact Center.’

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