Healthcare Archives - Relay

Westminster Village North

Jess Fischer — Tue, 15 Apr 2025 12:17:00 +0000

WESTMINSTER VILLAGE NORTH

Invests in Accountability and Team Communications

Photography © Westminster Village North

RELAY PRODUCTS USED

TEAM COMMUNICATIONS

TEAMTRANSLATE™

OPERATIONAL INSIGHTS

USE CASES

State of the art senior living facility, Westminster Village North, needed to swap personal cell phone use for a more professional solution. Relay’s streamlined communications and indoor location insights have not only increased staff accountability, but have also been a huge asset for tracking operational efficiencies when it comes to deliveries and patient care.

Photography © Westminster Village North

Meeting High Patient Care Expectations with Innovative Technology

Located in Indianapolis, Indiana and one of BHI Senior Living’s latest affiliations, Westminster Village North is a nonprofit, nondenominational continuing care retirement community. The community is set on 57 beautiful historic acres, featuring 42 cottages, 115 independent living apartments, 89 assisted living apartments, 124 health and rehabilitation suites, and 24 memory care units. With award-winning dining, a fitness center, and mini golf, Westminster Village North is proud to cater its thriving, pet-friendly community to those with an active lifestyle. It also offers residents a seamless transition between different levels of care without needing to leave the community. When it comes to choosing a new technology solution, Westminster Village North holds the provider to the same high standards they set for their own patent care.

Cell Phones: Slow Responses and Unprofessional Looking

Before Relay, Environmental Services (EVS) Manager, Dena Lira, and her team of 20+ staff had been relying on cell phones to communicate with one another. This presented a variety of challenges, including slow response times to texts and calls, staff not wanting to use their own personal devices on the job, and conflicts with the facility’s cell phone policy. It was also difficult for Dena to be sure her team was using their phones for only work-related tasks. To speed up team communications and hold employees more accountable for their time at work, Dena began exploring a new communication technology recommended by corporate: Relay.

Location Tracking and Language Translation

In addition to its compact size, one of the main reasons Dena began considering Relay was for its bluetooth beacons and indoor location tracking system. This would give her added insight into where employees were during their shift, especially break areas, and for how long. She’d be able to track efficiency and reduce time employees spent outside their designated areas. What made her confident that Relay was the right solution for her team was its TeamTranslate™ enhancement. With over 50% of her team being Spanish-speaking, some with little English proficiency, the ability to translate messages in real-time across devices would be an invaluable capability.

12 out of my 22 person staff are Spanish-speaking, so TeamTranslate™ has been a huge feature. We use it a lot for 1:1 meetings and it’s been great for going back and forth. It’s also been useful for communicating when they’re on a unit and I need to let them know what needs to get done.
– Dena Lira, EVS Manager at Westminster Village North

Relay Enhances Team Accountability and Efficiency

In just two weeks, Dena and her team at Westminster Village North had beacons strategically installed and were communicating almost solely over Relays instead of cell phones. While the team was a bit hesitant at first, they’ve all seen the efficiency Relay has brought to their tasks. In their first two and a half months with Relay, the team sent over 8,000 messages – an incredible feat for the small but mighty team.

Dena has been pleased with the results she’s seen with Relay, now able to:

Track employees location history and time in break rooms
Communicate with staff quickly and efficiency using Relay’s Dashboard on her computer
Use TeamTranslate™ during 1:1 meetings or across units with primarily Spanish-speaking employees
Check in on her team from home, especially important with the smaller staff on weekends and evenings

I put some beacons by where the laundry staff stocks their laundry, and that’s helped a lot too, just knowing that they are actually going to the linen closets on those units. I can see that they are going into each unit where they should be doing the linen drop offs. That has been a big issue in the past. I would get complaints that no one was delivering linens in the evenings. Now I can see that they did go to these units and I’m no longer getting complaints.
– Dena Lira, EVS Manager at Westminster Village North

57-acre campus with almost 400 total resident units across all care levels
Full continuum of care: independent living, assisted living, rehab, memory care
Multiple departments, including EVS, nursing, dining, and activities

INDUSTRY

HEALTHCARE

OBJECTIVE

Replace personal cell phone use with a professional communication solution to improve staff accountability, streamline team coordination, and support high standards of patient care at Westminster Village North.

RESULT

Westminster Village North deployed Relay to improve team communication, enable real-time language translation, and track employee movement with indoor location insights—leading to faster response times, increased staff accountability, and fewer complaints about missed tasks.

Sign up to receive news, product updates and more from Relay

The post Westminster Village North appeared first on Relay.

Communication Systems in Healthcare: 5 Trends and Innovations

Relay — Mon, 03 Mar 2025 21:16:18 +0000

The healthcare industry has evolved significantly over time, especially in terms of communication systems. Over the years, many technologies and methods have been introduced, offering reliable, efficient, and secure information exchange among healthcare professionals and staff.

As we move further into 2025, several key trends are emerging that are poised to reshape how healthcare professionals interact, collaborate, and deliver patient care – here are a few communication system trends and innovations in healthcare that are seeing growth in 2025.

1. AI-Powered Automated Alerts

Healthcare is a fast-paced environment where things can change instantaneously. Timely and rapid information is key to providing effective patient care, but manual processes can slow this down. AI-powered automated alert systems have emerged as a solution to respond more promptly.

Research conducted at Mount Sinai Hospital revealed that hospitalized patients whose care teams received AI-generated alerts about adverse health changes were 43% more likely to receive timely escalated care and experienced better overall outcomes.

AI-driven automated alerts are effective for facilitating early intervention and helping reduce alert fatigue. While alerts are essential, excessive or non-specific notifications can lead to “alert fatigue,” where healthcare professionals become desensitized and potentially overlook critical information.

A Vanderbilt University Medical Center study demonstrated that AI could help reduce the number of non-actionable alerts, minimizing disruptions and allowing clinicians to focus on the situation.

2. Patient portals

Patient portals are becoming increasingly important in modernizing patient communications while being HIPAA-compliant. Patient portals have an immense amount of features allowing both healthcare staff and patients to access and view data. Healthcare staff can upload important documents, test results, and other information relevant to the patient.

Patients can also upload materials, request prescriptions, and manage their care in a more centralized way. Patient portals also include features for secure messaging, allowing for a safe, encrypted channel for treatment updates, and questions, and providing additional information.

According to a report by the Office of the National Coordinator for Health IT, over 60% of patients in the U.S. now access their medical records via patient portals, a number that continues to rise as healthcare organizations prioritize digital communication.

Patient portals are an incredibly convenient solution as they streamline communication while reducing administrative burden. Phone calls and in-person visits are reduced as patients and staff can communicate asynchronously.

Routine questions can be answered via secure messaging without having to experience long holds or delays. Additionally, patient portals improve medication adherence and post-treatment follow-ups by sending reminders, reducing the likelihood of missed prescriptions or follow-up appointments.

3. AI-Powered Translation and Multilingual Communication Tools

As healthcare systems serve increasingly diverse populations, language barriers remain a critical challenge in patient-provider communication. Miscommunication can lead to medical errors, reduced patient satisfaction, and delayed care, which is why solutions to bridge language gaps are crucial in improving patient outcomes.

Solutions such as AI-driven translation tools and real-time multilingual communication platforms have the potential to transform how healthcare professionals interact with patients. For example, smart AI-powered translation services—such as speech-to-text applications, AI interpreters, smart radios, and multilingual chatbots—help providers quickly translate medical instructions, prescriptions, and discharge summaries into a patient’s preferred language.

According to data from 2021, there are approximately 25 million people with Limited English Proficiency (LEP) and they are typically more likely to report poorer health and worse health outcomes. For individuals with LEP, there is a great need for effective methods that patients and doctors can use to communicate with one another. AI-based translations and multilingual communication tools can help speed up procedures and processes whilst ensuring patients feel comfortable even if they have limited proficiency in English.

4. 5G & Wi-Fi 6

Modernization is crucial for healthcare teams looking to improve patient care and collaboration with one another. Next-generation networks like 5G and Wi-Fi 6 are steadily being introduced to healthcare communications at a steady rate to ensure that teams have the right tools.

Wider 5G coverage and Wi-Fi 6 have many benefits for healthcare communications, whether integrated with other technology or upgraded current equipment. These provide faster speeds, lower latency, and improved reliability. They also eliminate dead zones in large hospital campuses and mobile healthcare settings, ensuring critical data and alerts are delivered in real-time.

5. Hands-Free & Wearable Communication Tools

Modern devices such as smart badges, headsets, and body-worn cameras are steadily evolving to offer greater communication for healthcare teams. These devices now feature various push-to-talk capabilities and voice activations, allowing for swift communication without using multiple devices.

Some also come with additional features, such as noise-canceling technology to ensure clear audio even in high-pressure environments, such as emergency rooms. Hands-free and wearable tools can also improve response times and operational efficiency.

Smart radios are one of the emerging wearable devices within this trend gaining traction. They provide real-time, push-to-talk (PTT) communication, enabling instant connectivity among healthcare teams.

Smart radios can be helpful for single locations or a network of locations, such as multiple hospitals or clinics. During the pandemic, Sinai Chicago transitioned to a smart radio system, which improved incident response, emergency management, and hospital administration.

Smart radios also integrate technologies such as Wi-Fi, LTE, and GPS. This integration allows for features like real-time location tracking, secure data transmission, and access to critical applications directly from the device. Communication is end-to-end encryption, ensuring complete security and compliance.

Embracing the Future of Communication Systems in Healthcare

Healthcare communication is undergoing a shift and continually evolving across different technologies. Innovations in healthcare communication are now offering greater connectivity, collaboration, and security for teams. These tools also empower healthcare teams to improve efficiency, response times, and patient outcomes.

By adopting these advanced communication tools, healthcare organizations can enhance patient and staff safety and maintain compliance with regulatory standards. New tools and innovations in healthcare communications allow organizations to streamline internal workflows and processes and steadily improve their approach to and management of patient care.

Healthcare facilities like Mobridge Regional Hospital and Horizon Health are improving patient response times with Relay.

You can learn more about how Relay solutions enable healthcare teams to communicate more efficiently through cloud-based communication platforms here.

The post Communication Systems in Healthcare: 5 Trends and Innovations appeared first on Relay.

Oakview Medical Care Facility

Jess Fischer — Tue, 21 Jan 2025 14:22:44 +0000

OAKVIEW MEDICAL CARE FACILITY

Upgraded Communication Improves Patient and Staff Experience

RELAY PRODUCTS USED

TEAM COMMUNICATIONS

USE CASES

For Oakview Medical Care Facility, maintaining seamless communication across departments is critical to deliver the high-quality, compassionate care they are known for. Faced with increasing replacement costs, Oakview embarked on a mission to find a new solution that met their operational needs without compromising their budget. Explore how Oakview transitioned from Vocera to Relay, improving communication for staff.

Communication is Key for Medical Care Facility

Oakview Medical Care Facility, a nonprofit in Mason County, Michigan, is a leading provider of long-term care and rehabilitation services in the region. The 96-bed skilled nursing facility delivers compassionate, high-quality care through a wide range of services, from physical therapy to social programs. Known for its supportive environment, Oakview blends advanced medical practices with a community-centered approach, making it a trusted name in healthcare across western Michigan.

Being able to reliably communicate directly with staff is incredibly important to Jannice Lamm, LNHA, CTRS, Administrator at Oakview. She believes, “The key to a good organization is communication.” Jannice walked us through Oakview’s journey navigating other communication devices and the success they’ve found with Relay.

Walkie Talkies: Too Disruptive to Resident Care

For years, Oakview relied on traditional walkie talkies to communicate throughout the healthcare facility. “They were disruptive to resident care because they were loud and you couldn’t pin point people,” said Jannice. “If you wanted to talk to one person, you talked to everyone,” she continued. The residents hated the disruptions so much that Oakview stopped using them.

High Replacement Costs Became a Deal-Breaker

Wanting to talk to people directly, Oakview switched to Vocera. While everything was going well for a while, really just using the devices as 1:1 walkie talkies to avoid making announcements through the building, eventually rising costs became a deal-braker for the facility.

“We had to have our own server for Vocera,” shared Jannice. She continued, “We had to set up its own network, which was expensive, and then they just really outpriced themselves because we had to keep updating it.” That wasn’t the only cost that added up. The healthcare facility also found that Vocera’s batteries didn’t last long, and were super expensive to replace.

Additionally, any brand new Vocera devices Oakview purchased wouldn’t connect to WiFi, “The connection was difficult and staff were getting really frustrated,” said Jannice. “So I just took it upon myself and did a Google search and that’s how I found Relay,” she explained.

“Relay is more economical and easier to use for sure. They also seem to be more durable than Vocera.”
– Jannice Lamm, LNHA, CTRS, Administrator at Oakview

Staff’s Experience Switching to Relay

Jannice was drawn to Relay because it has a lot of the same features as Vocera, such as 1:1 calling, but is a much more affordable option. Battery life has also improved, “Our Relays definitely make it a couple of shifts without having to worry about charging them,” explained Jannice.

She shared that since implementation, the teams at Oakview, from the nursing and activity staff, to the maintenance and housekeeping staff, have reported better connectivity and communication between staff. Relay’s ability to leverage both cell and WiFi has been helpful in keeping connectivity strong amidst past WiFi issues and when taking Relay devices outdoors or off property.

Before, staff would need to make sure that they had their cell phone on them to take a resident for a walk. “Now they can have a Relay on them and feel like they can reach back out to the facility for help if something were to go wrong,” said Jannice. “So it helps make sure that everybody’s safe outside of the building,” she continued.

Oakview’s bus driver also uses Relay when he takes residents off property. “He can call back to the nurses’ station and say ‘I got so and so to their appointment,’ or Hey did we remember to give them their medicine?’” she said. Jannice continued, “It helps him stay connected to the nurses’ station, and I know he likes that.”

“I think Relay makes them feel comfortable to be able to reach out for help when needed or be able to reach their teammates to say, “I need help in a certain room.”
– Jannice Lamm, LNHA, CTRS, Administrator at Oakview

Relay has Become More Than a Radio for Staff

Beyond better connectivity, saved costs, and no longer needing to replace batteries, Oakview has experienced a few unexpected perks with Relay. “It’s cool we’re able to make suggestions and then you guys are able to adapt the software and hardware,” said Jannice.

They don’t face language barriers often, but Jannice shared a heartwarming story of staff using Relay to communicate with a resident whose dementia causes her to switch back and forth from English to Japanese. “Staff has learned how to say hello and good morning to her in Japanese with their Relays, so that’s been pretty cool.”

Primarily communicating from her Relay dashboard, Jannice has enjoyed both the ability to send private 1:1 messages and schedule broadcast messages from her computer. Whether it’s a reminder that a resident’s haircut is in 10 minutes or that the water is being shut off for maintenance, she can schedule a reminder as soon as she thinks of it. “I was looking at the dashboard yesterday and I noticed that the nursing secretary put reminders out every day for staff to do their charting before leaving,” Jannice mentioned. Before, announcements were much more disruptive, being sent over the PA system.

Since adopting Relay, Oakview Medical Care Facility has truly transformed its communication processes, enhancing both staff efficiency and resident satisfaction. With improved connectivity, reduced costs, and innovative features, Relay has become an invaluable tool in Oakview’s mission to provide compassionate and high-quality care.

96-bed skilled nursing facility
Established in 1966
Owned by the residents of Mason County, Oakview

INDUSTRY

HEALTHCARE

OBJECTIVE

Oakview needed a reliable and cost-effective communication solution for its staff. Traditional walkie-talkies were disruptive to residents, and Vocera proved expensive due to high replacement costs and battery issues. These communication challenges hindered staff efficiency.

RESULT

Relay offered similar features to Vocera but at a more affordable price point, with better battery life and improved connectivity. The switch to Relay enhanced communication between staff members, streamlined workflows, and ultimately improved the quality of care for residents.

Sign up to receive news, product updates and more from Relay

The post Oakview Medical Care Facility appeared first on Relay.

WinnPrairie Assisted Living & Memory Care

Jess Fischer — Wed, 06 Nov 2024 21:35:43 +0000

WINNPRAIRIE ASSISTED LIVING & MEMORY CARE

WinnPrairie Revamps Team Communications and Senior Living Care

RELAY PRODUCTS USED

TEAM COMMUNICATIONS

USE CASES

The Assisted Living & Memory Care facility ditches old school walkie-talkies to better connect staff on and off the property. Relay has made staff feel more at ease, now equipped to stay in touch during any situation set before them.

Making Assisted Living & Memory Care A Luxury Experience

WinnPrairie Assisted Living & Memory Care, located in Freeport, Illinois, is known for its individualized care, exceptional service, friendly staff, and luxury accommodations. In addition to its 30-unit Memory Care, the facility has 31 traditional assisted living two-bedroom apartments with balconies, full kitchens, and laundry rooms, giving residents their own blend of independence and assistance.

Connectivity and Range Issues with Walkie-Talkies

Between lost signals, staff talking over one another, and external radio chatter from a nearby farm, communications were feeling a bit hectic for the assisted living facility. “We’re kind of on the outskirts of town, so during planting season our walkie-talkies would pick up the farmers talking,” said Janet Breed, the Executive Director at WinnPrairie. The walkie-talkies also had pretty significant range issues. Janet shares, “If you were at one end of the building, some people were getting your message, but not everyone”. Because the walkie-talkies kept malfunctioning and commonly stopped working, over time the team ended up using about six different versions of the walkie-talkies, likely making issues worse and adding up cost-wise.

When Janet mentioned the facility’s connectivity and range issues to WinnPrairie’s management company, one member suggested looking into Relay. Some of the hotels that the group managed had adopted Relay and things were going well.

Relay: The Right Solution for WinnPrairie

WinnPrairie first implemented Relay in 2023, starting with its nursing staff since that’s where the bulk of its communication lies. “When we got the first half of our fleet of Relays, they worked really well except the rest of the building was still using walkie-talkies,” said Janet. In early 2024, the rest of the building switched over to Relay.

“We did look at another device that the local hospital uses, but it was almost too advanced for us. We didn’t need all of that, we just needed a way to communicate quickly, so Relay is perfect for our environment.”
– Janet Breed, Executive Director at WinnPrairie Assisted Living & Memory Care

Knowing that battery life was an issue with the walkie-talkies, WinnPrairie purchased enough Relay devices to keep staff ready 24-hours a day. “We run 12-hour shifts so we have one set for the day shift and one set for the night shift,” shared Janet. “So when the day shift leaves, they plug theirs in and the night shift grabs theirs. By the time that shift comes back the next day, the Relay is charged.” Janet shared that Relay has been a great product for the facility as the team and number of residents grows.

“We’ve not had any Relays run out of battery. They’ve lasted the whole 12 hour shift no problem. So that’s been another great thing.”
– Janet Breed, Executive Director at WinnPrairie Assisted Living & Memory Care

Being able to track devices on Relay’s dashboard has also been helpful in identifying who has forgotten to leave their Relay at work, making sure it returns with them from home the next morning. While Janet does use the dashboard if she’s sitting at her desk, she prefers to keep a device in hand so staff can easily get in touch with her as she walks around the facility.

Ease of Use Keeps the Team Connected and Confident

Recently, the facility experienced some severe weather late in the evening. Janet, at home with her Relay, was still able to communicate with her staff when the phones went down. “I was able to communicate with the building which was really nice because our power went out which meant the phone system went out. I made sure everybody was doing okay over my Relay. It was so nice for me even because I didn’t have to really get involved but I could hear what was going on so I could jump in if they needed me.”

Staying connected off-property is also a huge perk for the activity staff, who often takes residents on planned trips. Now, they can communicate when the bus is almost back so staff know to come out and assist. This is a huge change from their walkie-talkie days, where they experienced an emergency and were delayed in getting ahold of someone back at the facility. A resident had fallen during the time off-property where walkie-talkies didn’t reach. While staff’s cell phones were called, many don’t use or carry them during work hours. Being able to stay connected during weather events and incidents like this has made the staff feel more at ease.

The team at WinnPrairie has really enjoyed their new devices. They prefer to clip them to the top of their uniforms so that messages can be quietly heard without residents overhearing. Janet shared, “They’re not as timid to communicate over a Relay as they were over a walkie-talkie.” She believed Relay’s ease of use and 1:1 calling feature to play a big part in why the team is now communicating better.

30-unit Memory Care
31 traditional assisted living apartments
Located in Freeport, Illinois

INDUSTRY

SENIOR LIVING

OBJECTIVE

After dealing with range restrictions, connectivity issues, external chatter, and broken devices, the team at WinnPrairie Assisted Living & Memory Care was getting frustrated with their traditional walkie-talkies. The facility’s Executive Director knew it was time for something new.

RESULT

Now the team is able to communicate without interference on and off the property. Relay’s nationwide coverage has been a huge perk for the team, allowing them send messages from anywhere – including resident trips and at home during emergencies.

Sign up to receive news, product updates and more from Relay

The post WinnPrairie Assisted Living & Memory Care appeared first on Relay.

Qualities of a Strong Behavioral Health Manager

Relay — Tue, 10 Sep 2024 17:47:21 +0000

Behavioral health managers have a critical role to play. They must be masters at clinical practice, while also understanding what it means to be an effective leader. If you’re in behavioral health management, or you’re considering such a role, it’s essential to learn the qualities of a strong manager. We’ll discuss these in detail below.

Effective Communication Skills

Strong, assertive communication skills have been identified as essential for healthcare practitioners, which includes those in the behavioral health arena. Managers must be prepared to communicate with employees about policies, procedures, and critical issues as they arise. Both oral and written communication skills are important, as managers are likely to communicate during face-to-face meetings, as well as through modalities such as email.

Knowledge of Evidence-Based Practices

Behavioral health managers must be informed of evidence-based practices. As healthcare grows increasingly expensive, stakeholders demand that practitioners utilize treatments that have demonstrated effectiveness in empirical research. As a behavioral health manager, you will be called upon to provide training on evidence-based practices, and you’ll be expected to ensure that your employees are using evidence-based practices in patient care.

Willingness to Support Employee Wellbeing

It’s no secret that working in the behavioral health field comes with challenges. Frontline practitioners can find their work to be quite rewarding, but the reality is that it can also be demanding. Research suggests that almost half of behavioral health workers are overburdened by the demands of their jobs, which makes it essential for managers to support employee wellbeing. Managers should encourage employees to engage in self-care and practice work-life balance to promote wellbeing and prevent burnout. It can also be helpful for behavioral health managers to work with the human resources departments in their respective organizations to offer an Employee Assistance Program (EAP), which can offer counseling and other resources to employees who are overburdened by job demands.

Cross-Cultural Competence

Cultural competence is central to quality behavioral healthcare. As our population grows increasingly diverse, mental health practitioners must be prepared to provide services that are sensitive to patients’ cultural needs. As a behavioral health manager, you’ll be expected to supervise clinicians and assist them with implementing culturally-sensitive practices. You’ll also be expected to model cross-cultural competency for employees. Furthermore, as the workforce evolves to reflect the cultural diversity of larger society, you will need to develop skills for engaging with employees whose cultural backgrounds differ from your own.

Organization Skills

Finally, behavioral health managers must have strong organizational skills. Working in behavioral health management requires one to balance many duties, which include but are not limited to supervising and training staff, developing budgets, creating and implementing policies and procedures, securing funding, and communicating with staff and stakeholders. Organization skills are essential for managing time, meeting deadlines, and juggling the numerous duties that come with this role.

Empathy for Your Employees

As a behavioral health manager, your plate will be full. Not only will you be required to mentor and supervise your employees; you’ll also be expected to meet the demands of stakeholders, establish and maintain policies and procedures, secure funding, maintain a budget, and comply with regulations related to behavioral health practice. In the midst of your numerous obligations, it can be easy to forget what it’s like to be a frontline mental health professional. As you juggle your duties, remember to maintain empathy for your employees. Consider the challenges they’re facing, and approach your work with them with a degree of compassion and understanding. Your employees will relate to you better, and perform better, when they feel you have their best interests at heart.

Commitment to Personal Wellness

Just as self-care is essential for frontline behavioral health staff, it’s also critical to the success of a behavioral health manager. The role is rewarding, but it can certainly be demanding. If you want to perform your best, and be there for your employees, regular self-care is critical. This means taking time for rest, relaxation, and personal hobbies. You won’t have the stamina required to perform in your role if you’re run down from burning the candle at both ends. Committing to your own wellness means you’re also setting a positive example for your employees.

Strong Clinical Skills

Managing a behavioral health agency typically means taking a step away from direct, clinical practice. You might think you’ll never use your clinical skills again, but even if you never again deliver a therapy session, you need to keep your clinical skills in tact. You’ll serve as a role model for your employees, and you must also be prepared to offer clinical supervision. You may even be called upon to train employees in best clinical practices. It’s difficult to lead a clinical team if you don’t also have solid clinical skills yourself. It can be helpful to continue to attend trainings and seminars on clinical practices to maintain strong skills.

The Bottom Line

Behavioral health management requires a specific skill set; however, the good news is that the qualities required for this role can be cultivated over time. With practice, dedication, and support, it is possible to learn the role of a behavioral health manager, and excel in this type of position.

If you’re new to this role, it can be helpful to seek support and mentorship from a seasoned behavioral health manager as you learn the ropes. Alternatively, if you’re looking to advance to a career in management, it can be beneficial to take time to intentionally cultivate the skills described herein. Engage in some honest self-reflection to identify areas where you have room for growth, and seek out training and mentorship in these areas.

The post Qualities of a Strong Behavioral Health Manager appeared first on Relay.

Mobridge Regional Hospital

Jess Fischer — Mon, 08 Jul 2024 13:26:18 +0000

MOBRIDGE REGIONAL HOSPITAL

Healthcare Facility Upgrades Operations with Relay

RELAY PRODUCTS USED

TEAM COMMUNICATIONS

USE CASES

Mobridge Regional Hospital and Clinics is streamlining staff communications and patient care with Relay. We sat down with John Ayoub, CEO of Mobridge Regional Hospital and Clinics to learn more about the organization’s mission of “providing high quality healthcare services in a compassionate and professional manner for people throughout the region”.

Mobridge Regional Hospital Invests in Community Care

Located in the North Central region of South Dakota, Mobridge Regional Hospital and Clinics serves a community of about 20,000 people across five counties, including the Standing Rock Sioux and Cheyenne River Sioux Tribes. The facility works closely with their Native American partners and Indian Health Service (IHS) to proudly serve some of the poorest communities in the country. Mobridge Regional Hospital and Clinics is the only organization within 100 miles in any direction that provides obstetric services or general surgery services, making it a critical part of the community.

The organization is made up of a 25-bed critical access hospital, four federally designated rural health clinics with home health services, an assisted living and senior housing facility, and an ambulance service with four ambulances staffed by paramedics. The hospital was named among the top 20 critical access hospitals in the country last year and has been on the top 100 list for the last four years running. With limited transportation in the area, it’s often up to the mighty 215-person staff to both transport and provide even basic care for individuals across hundreds of miles.

Massive Construction Project Causes Communications Barriers

The 80,000 sq. ft. hospital recently embarked on a massive construction project that created new challenges for the organization. Temporarily moving departments into new spaces required additional communication between staff. John Ayoub, CEO of Mobridge Regional Hospital and Clinics, had planned on using walkie-talkies, but that didn’t go as expected. The lead-lined walls of the imaging department, in addition to the steel and excess materials from the construction, stopped the walkie-talkies signal from reaching across the facility. The phones set up around the property also have limited effectiveness, since staff aren’t always able to physically step away from a patient to answer a call. Urgently in need of a new communications solution, the hospital began searching for alternative methodologies. That’s when they discovered Relay.

“We work in an industry where every second counts and people’s lives are at stake. You don’t want to be worried about ‘will this text go through, or is this page going to be heard, or are they going to answer the phone.’”
– John Ayoub, CEO of Mobridge Regional Hospital and Clinics

Communication Success Expands Opportunities

After hearing glowing reviews from other organizations using Relay, Mobridge Regional Hospital and Clinics went ahead and chose Relay as their communications solution. “We got the devices and found that they work awesome,” says John. He continues, “We can use them anywhere. Whether you’re in the ambulance shed or ER, you can still hear what’s going on. The clarity is crystal clear. It works, every time, the way we expect it to work.” While the hospital’s primary use of Relay is to connect nurses across the property, Mobridge Regional Hospital and Clinics quickly expanded its use after realizing Relay’s positive impact on efficiency.

“Relay is doing exactly what we wanted, and now we’re seeing additional opportunities that we can take advantage of.”
– John Ayoub, CEO of Mobridge Regional Hospital and Clinics

They now utilize Relay in their clinic for telehealth and behavioral health patients. When patients come in to talk to their provider, they want privacy and simplicity. To achieve this, the hospital has put Relay devices in each room for the patient to communicate when their session is over and signal they’re ready for a nurse to enter the room. This has been well received by both staff and patients.

Streamlining Staff Communications and Patient Care

Mobridge Regional Hospital and Clinics has now been using Relay since January 2024. John is a huge Relay fan and so is his team. “My team loves them”, he says. “Relay is so easy to use and they’re not these big, clunky walkie talkies. Everyone just clips one on their scrubs and is good to go. The staff feels good knowing they’re connected with who they need to be connected with.”

“Relay has not only met our expectations, but exceeded them. It has been better than advertised and doing beyond what we need it for. I would recommend Relay without hesitation.”
– John Ayoub, CEO of Mobridge Regional Hospital and Clinics

While John and his team were mostly focused on comms and efficiency when they chose Relay, the panic feature has turned out to be a secondary benefit. The hospital runs a very busy ER, encountering people needing all sorts of attention, including individuals working through a psychotic episode or drug use side effects. Things can get tense, quickly, but having a way to communicate and locate people has put the staff more at ease. “The nurses love knowing it’s available,” says John. “Thankfully we have not needed to use the feature for a real scenario, but the peace of mind knowing if you needed it, it’s there, has really been well received.”

The hospital already has plans in place to expand its use of Relay across the property by providing devices to its maintenance and environmental services team. They’ve been relying on overhead paging systems for notifications but this creates unnecessary noise for both patients and doctors. Every time the overhead page goes off, everyone stops what they’re doing to listen to the announcement. Limiting these distractions will make everyone more comfortable and efficient. By having a Relay on every cleaning cart, staff can communicate directly with who they need to reach, getting things cleaned up or fixed quicker.

“We use a lot of products in the course of any given day and it really is nice when they are as good as advertised or even better. Relay has been phenomenal.”
– John Ayoub, CEO of Mobridge Regional Hospital and Clinics

25-bed critical access hospital
80,000 sq ft facility
200+ person staff

INDUSTRY

HEALTHCARE

OBJECTIVE

For its major renovation project, the hospital planned on using traditional walkie-talkies for staff communication. They quickly realized the extra construction materials and lead-lined walls of the imaging department were interfering with the devices’ signals. Urgently in need of a new communications solution, the hospital began searching for alternative communication systems.

RESULT

Mobridge Regional Hospital’s staff is able to communicate across the entire property, quickly and efficiently. The hospital has seen a decrease in response time and the staff love having a communication and safety device on hand. Mobridge Regional Hospital has already used Relay in more ways than they originally imagined, and plan to continue expanding it’s use.

Sign up to receive news, product updates and more from Relay

The post Mobridge Regional Hospital appeared first on Relay.

Horizon Health

Jess Fischer — Wed, 13 Mar 2024 12:30:21 +0000

HORIZON HEALTH

Horizon Health Cuts Down Patient Response Time with Relay

RELAY PRODUCTS USED

TEAM COMMUNICATIONS

WORKER SAFETY

USE CASES

Illinois medical facility, Horizon Health, is driving innovation efforts with Relay. Using incident response capabilities to communicate and act faster has improved patient care for their community.

Innovation is Top-of-Mind for Community Hospital

Located in Paris, Illinois, Horizon Health has been committed to bringing high-quality medical care to its communities since 1970. Horizon Health’s network of facilities and experienced medical providers deliver specialty services to any member of the community, near or far, young or old. Determined to provide patients with the same level of care they would receive at larger, city-center hospitals, Horizon Health has become an innovator within the healthcare industry.

Traditional Radios: Safety Hurdle and Communication Barrier

Similar to many other medical facilities, real-time communication is equally important and frustrating for Horizon Health. When patient safety is on the line, there’s no time to spare. Before Relay, Horizon Health was using multiple devices at once to send and receive messages between staff. Traditional radios being one of them. Unfortunately, the radios were picking up communications from nearby businesses and the lack of channels meant multiple departments had to share, overlapping urgent messages.

When the facility had a patient in need of medical attention, it was difficult to reach the right team for help. Traditionally done by phone or running on foot, the response time was slower than they wanted. Horizon Health prides itself in always looking for better solutions that will benefit the community. Aaron Richardson, Diagnostic Imaging Director at Horizon Health, shared with us, “Anything we do as an organization has to be innovative. We have to continue to grow and modify everything we do because our patients won’t be able to access affordable top-level care otherwise.” He quickly started exploring other communication systems for the hospital to use.

Discovering the Value of Relay

Aaron went into his search looking for a radio replacement, so he was impressed by Relay’s real-time communication, location, and alert features, available for a fraction of the price of legacy technologies. He reached out to Relay, and a strong partnership was born. Horizon Health immediately recognized the value Relay would bring to their patient care through its built-in panic solution and rapid response communication capabilities. Additionally, departments would no longer have to share channels and relied on Relay’s nationwide coverage to communicate with their non-emergency transports 45-mins away.

Working Together to Improve Patient Care

The solution was initially rolled out to a few departments, but quickly gained interest from the entire facility. Horizon Health started seeing an increase in patient safety right away. Soon after Relay was brought on, Horizon Health’s overhead paging system stopped working. When Aaron reached out, Relay sprang into action. Working together, they got Horizon Health’s team up to speed on how to use Relay’s rapid response communication capabilities so everyone in the hospital could coordinate using the codes they already relied on. Being able to collaborate with Relay during emergency situations meant a lot to Aaron.

“Integration with Relay has been amazing. Relay keeps modifying and changing to meet the growing needs of the community and our organization. Now if our paging system goes down or there’s a severe weather situation, we can turn to our Relays.”
– Aaron Richardson, Diagnostic Imaging Director at Horizon Health

Sarah Tinsman, Patient Transport Supervisor, at Horizon Health also relies on the rapid response feature. Her team’s transportation hub has sights on the main parking lot, so they often need to jump into action to help patients who have fallen or need assistance on the way to their cars. Now equipped with Relay devices, the transport team can call for help without leaving their patients’ side. Using the rapid response feature to communicate exactly where the incident has happened has dropped response time to about a minute. In the past, it may have taken the hospital around six minutes just for the right help to arrive, and now the patient can be in the emergency room located on the other side of the building in that time. Being able to track response time has proved value for both Horizon Health and Relay. Sarah shared, “To see how quickly an incident was resolved, and watching it in action was mind-blowing.”

Seeing Results in the Community

The improved quality of care their patients receive has driven Horizon Health’s employees to rally behind Relay. They feel enabled to handle multiple patients at once and are more at ease knowing they can communicate faster, without interruptions or limitations. Being able to communicate on separate channels that are exclusively used by their specific teams, has improved daily workflow for many of the departments; including Patient Services, Radiology, Surgery, Respiratory Therapy, and even satellite clinics.

Speaking about how his fellow department leaders are using Relay, Aaron stated, “They’re doing amazing work with their Relays. I’m very proud of how well they’ve adopted and ran with them.” Horizon Health continues to push the limits of what they can do with Relay. Their innovation has not only increased staff morale and efficiency, it has improved the quality of care for an entire community.

Serving communities in Paris, Illinois since 1970
25-bed critical access hospital

INDUSTRY

HEALTHCARE

OBJECTIVE

The patients of Horizon Health look to the organization for superior care that would be difficult to access or afford elsewhere. In order to consistently meet and exceed these expectations, Horizon Health identified the need for an enhanced communications solution for its staff.

RESULT

The elimination of channel and range restrictions, along with the implementation of a built-in panic solution and rapid response capabilities, has empowered Horizon Health’s staff to address patient safety concerns more efficiently and improved daily workflows for many of the departments.

Sign up to receive news, product updates and more from Relay

The post Horizon Health appeared first on Relay.

Compass One Healthcare chooses Relay to help streamline hospital logistics

Relay — Tue, 14 Mar 2023 17:22:00 +0000

We are proud to announce that we have partnered with Compass One Healthcare to help their frontline teams improve communications, employee safety, and real-time operational intelligence. Compass One is a leading healthcare support services company that operates in more than 2,000 locations. With Relay, Compass One teams can better understand performance, increase efficiency, and ultimately enhance patient satisfaction in hospitals and health systems nationwide.

For the full details, read the Press Release.

In their own words

We had the chance to speak with Sarah Meeks, Director of Patient Services at Morrison Healthcare, about the deployment of Relay at WakeMed Hospital in Raleigh, NC. The use of Relay has significantly increased efficiency while placing data at the core of their operations.

The post Compass One Healthcare chooses Relay to help streamline hospital logistics appeared first on Relay.