Customer Spotlight  

University Health Care System
    Augusta, Georgia

What began in 1818 in a two-story wooden building in the heart of Augusta has grown to become
University Health Care System, a multifaceted system of care that touches the lives of thousands of
patients each year.

University Health Care System admits 21,000 patients each year, delivers 3,000 babies each year, and
performs 5,000 procedures each year in the University's Georgia Heart Institute. The mission of University
Health Care System is to provide health care services that help the citizens of their communities achieve
and maintain optimal health. As a community, not-for-profit health care system, University offers a
comprehensive and integrated range of services to people living throughout the Central Savannah River
Area of Georgia and South Carolina.

For generations, people have counted on University Hospital to be there for the birth of a child, treatment
of cancer, critical care and all of life's medical emergencies. Like the volunteer board of trustees who
govern their system, these people are stakeholders in a system of health care that meets their needs
from birth to the senior years of life.

University Hospital
The cornerstone of University Health Care System is University Hospital, a 612-bed hospital that is accredited by the Joint
Commission on Accreditation of Healthcare
Organizations. In 1999, 2000, and 2001,
University was the Consumer Choice Award
winner for health care in the Augusta
Metropolitan Statistical Area. The system
scored highest locally in the national survey
conducted by National Research Corporation
and was ranked most preferred by area
residents. University offers services at every
level - from outpatient diagnostic testing and a
full range of inpatient services, to rehabilitation
and home health care.

Call Center Needs
University Hospital's call center handles over 7,500 calls a day. This includes calls to patients in the
hospital, calls to hospital employees, calls to physicians on University Hospital's answering service, and
more. In 1997, they decided to replace their legacy paging and messaging systems with a system that
would allow operators to have access to additional systems and programs to improve efficiency. The new
system would also need to integrate to new and existing IT systems within the facility, allowing for
improved communications between operators, members, staff, and physicians. The additional efficiencies
gained would result in increased customer satisfaction, and optimization of the organization's FTE
investment in telephone switchboard operators.

University Hospital contacted AMTELCO's 1Call Division for a solution to meet their specific needs. 1Call
specializes in designing, implementing, and servicing call center and communications solutions for
healthcare facilities and organizations. The 1Call Infinity platform is a modular solution that streamlines
communications and contains costs.

After working with University Health System to evaluate their call center and communications needs, 1Call designed and
implemented an Infinity system that gives operators instant access
to information for more effective and efficient call handling.
University Health System's Infinity was designed with modules
that allow operators to handle incoming calls and requests. These
modules include CTI Windows™-based switchboard functionality,
Automated On Call Scheduling, Real Time Patient (ADT) and
Employee Directories, Physician's Answering Service, Radio
Beeper Paging, Overhead Paging, Message Delivery, Voice Processing for Automated Announcements,
ACD, and Statistical Information.

After the installation, University Health System has relied on the 13-operator position Infinity system, to
reliably serve its customers. The Physician Answering Service call group believes the messaging audit trail
has resulted in increased trust on the part of their customer base. The central call center staff has learned
to use system features to simplify and standardize their emergency call response procedures. System
statistics are routinely used to drive scheduling/staffing decisions as well as to objectively gauge areas of
job performance previously based on subjective evaluation alone.

Since the installation of the first 1Call System, University Health System has installed an additional system
to help manage the Nurse Triage Department.

For additional information on 1Call's "Great Communication" products, visit www.1call.com, send an e-mail to info@1call.com, or call (800)356-9148. For more information on University Health Care System, visit www.universityhealth.org.