Aurora Innovation: Better patient contact with a secure IT solution

Aurora Innovation: Better patient contact with a secure IT solution and good co-operation

Today, a large proportion of Sweden's patients contact the healthcare system via Aurora Innovation's timed callback service, teleQ. As a player in the healthcare sector, they have tough rules and laws to adhere to when it comes to data protection. That's why Aurora Innovation chose a Sovereign Cloud solution from Orange Business, which complies with current legislation by a wide margin.

A large number of contacts every day

For many carers, it's a challenge to manage the large number of contacts that come in every day. Especially since the majority of calls often come in over a relatively short period of time. Swedish technology company Aurora Innovation offers digital solutions for patient contact, including the teleQ service for timed callbacks.

- "teleQ enables a smarter way of handling incoming cases by offering the caller to be called back at a specific time," says Per Thorsélius, Service Operations Director at Aurora Innovation.

The workplace goes quiet

For the staff receiving the calls, the service provides a better working environment. Instead of constant ringing, the workplace becomes quiet and the call load is planned and distributed between available agents.

The service allows call handlers to work calmly and methodically based on a structured schedule and take planned breaks. In this way, staff planning can be optimised and resources can be deployed when demand is highest.

- "The working environment is important to us, and of course we're happy and proud when we hear that healthcare professionals choose a workplace because they want to work with teleQ," says Per.

No compromise on patient data

Anyone who provides digital services to organisations in the healthcare sector has to deal with tough laws and regulations when it comes to data protection. Aurora Innovation needed an IT solution that fulfils its customers' requirements for regulatory compliance and data sovereignty. That's why they chose a supplier based in Europe with a solution that guarantees data never leaves Sweden.

- "The Swedish public sector has taken a defensive position when it comes to interpreting the rules and we chose a superb cloud solution from Orange Business that gives healthcare professionals a good margin in relation to the legislation," says Per.

For Aurora Innovation, it was also important to choose a partner with whom they could have a close and open relationship. Instead of trying to detail services in advance, they wanted to work with a competent team that is ready to meet the challenges that arise with curiosity and a solution-orientated mindset. Where customer and supplier share knowledge with each other and work together to capitalise on the opportunities that arise.

- "We were looking for a partner who understands that what we do is important. Who wants to give us good conditions for developing services that contribute to accessible healthcare with the patient in focus today and in the future," says Per.

- "We recognise that the need for this type of local cloud solution is increasing," says Pierre Sundgren, Sales Director Digital Services at Orange Business. "High availability and increased demands for security and compliance are increasingly important parameters when organisations evaluate their IT solutions. An on-premises cloud solution guarantees data sovereignty and suits organisations that need to live up to these requirements while promoting their innovation and further development of services.

To teleQ

Care guarantee and corporate governance
teleQ lays good foundations for fulfilling the care guarantee and makes available statistics that facilitate management and optimisation of the business.

Tools for a better working environment in healthcare
Designed around the unique needs of carers, teleQ provides a steady workload for the call handler and the ability to take scheduled breaks.

Voice calls for safety and quality
Many people seeking care want to talk to a human being, and those receiving the calls testify that it is often easier and more effective to get a picture of the situation in a voice call compared to a chat. For the patient, it is also reassuring to know at the first contact when they will be able to talk to the therapist.

Orange Business' solution summarised

Orange Business delivers a Self-Service Sovereign Cloud solution that guarantees data sovereignty and local storage of data according to Swedish regulations and jurisdiction
The solution is built on VMware Cloud Director, a future-proof Infrastructure-as-a-Service (IaaS) service.
Self-service portal that allows you to configure your own virtual machines, storage and network services
Offers managed add-on services for e.g. database and security

Our experience with healthcare customers

We want to be a safe and reliable partner for all types of companies operating in the healthcare sector. We have extensive experience in the secure operation of critical and sensitive data and can ensure that our customers meet their regulatory requirements.