Network technologies

Enhancing the patient experience through IPTV

In 1997, the newly elected Labour government outlined a ten-year agenda for health that promised to put quality at the heart of the NHS. As part of this agenda, developing a patient-led NHS has become a growing priority from a policy perspective.

It has driven various measures and reforms aimed at improving access, offering choice and improving facilities. One of the areas that has increasingly come into the spotlight is that of patient entertainment throughout their stay within a hospital. As such, there is an increased pressure for NHS trusts to deliver high-quality TV and radio services to patients.

Traditionally, TV services within NHS trusts have been distributed within campus buildings using analogue cabling, which offers Trusts few opportunities to offer patients additional services. Picture quality also tends to be poor as analogue systems are often subject to electrical interference and signal loss, which limit the distance the TV signal can be transmitted and how many TVs it can reach.

In addition, video such as that from a video recorder is usually distributed via an analogue AV network using point-to-point switches to connect devices, which limits its reach. But more importantly, in both cases, each system requires its own set of cables, which increases the burden on hospital maintenance teams and therefore cost.

With the digital switchover on the horizon, NHS trusts find themselves faced with a situation where they will have to update their current TV systems in order to continue receiving terrestrial services. But this switch from traditional TV systems shouldn’t be seen as an inconvenience — it should be viewed as an opportunity to simultaneously deliver an improved experience for patients and visitors, as well as enabling trusts to fulfil their obligations as set out by the Government’s mandate at the same time.

Advantages of IPTV

Organisational IPTV, also known as Building IPTV, presents a cost effective option for trusts to meet these objectives. Put simply, it uses an organisation’s local-area network (LAN) to digitally distribute both TV and video throughout a building, campus or even a metropolitan area.

Due to its digital nature, IPTV can supply an unlimited number of high-definition channels with picture quality equal or better than that of the home experience, and can also be delivered to an unlimited number of patients, staff, and public areas. Furthermore, as it runs over an existing IP network, it eliminates the need for a separate, hard-to-maintain analogue cabling system, which in turn reduces costs.

By utilising a trust’s existing IP network, healthcare providers can deliver all of the services that patients are increasingly coming to expect throughout their stay in hospital — TV and video, phone and internet access. Freeview and satellite TV can be delivered to patient rooms and common areas, as well as premium channels, which can drive additional revenue streams.

Patient and visitor information, as well as announcements of scheduled events, can also be displayed in lobbies and other public areas through integrated digital signage.

Furthermore, Trusts can harness the IPTV system to create bespoke services that give patients interactive access to additional services, such as the ability to order from personalised menus or arrange therapeutic massages directly from their room TVs. This further boosts revenues, which will be a key objective if the predicted cuts in public spending are introduced by the Government.

Additional services

Benefits of IPTV also extend beyond enhancing the patient and visitor experience. Staff can utilise the system to improve processes and reduce workloads.

For example, video patient monitoring can be integrated with staff PC terminals to increase the number of patients they can monitor and therefore improve response times.

In addition, trusts can stream procedures live across their LANs to enable doctors and students observe in real time. By archiving these procedures, trusts can also create a library of content that ensures all staff receive consistent training and are kept up to date with the latest guidance on medical procedures and any legal issues they may face.

Case study: Liverpool Women’s NHS Foundation Trust

There are a number of NHS trusts that have already embraced IPTV and are reaping its benefits. One such example is Liverpool Women’s NHS Foundation Trust, the largest women’s hospital of its kind in Europe, which offers maternity services, gynaecology, oncology, neonatology, reproductive medicine and genetics services.

By installing Building IPTV, the Trust is now able to offer patients 25 free-to-air TV channels plus a wide selection of radio channels. The IPTV network is integrated with a touchscreen system that enables patients to select and view any of these channels on a widescreen monitor mounted on a swivel arm next to the bed, along with video on-demand. A mini keyboard also gives them access to other integrated services such as web access, computer use, and a phone service.

In the waiting rooms, 40-inch monitors display BBC News with subtitles. Important announcements and other appropriate hospital information is displayed digitally, enabling it to be altered quickly and consistently throughout the entire hospital at the click of a button.

Feedback from patients, visitors and staff alike has been very positive. Patients’ expectations of getting the same picture they’d see in a hotel or at home are being met and a survey of participating patients revealed that 75% rated the choice of TV, video and radio as excellent, whilst the same percentage found the system very easy to use.

Importantly, nurses have also found that the system can actually reduce stress levels. Previously, if the traditional TV system encountered difficulties, nurses found that this could make patients anxious and their frustrations were in turn taken out on the nurses themselves. Now that the new system is in place, nurses have noticed that patients are visibly happier and as a consequence, nursing staff are far less stressed.

Conclusions

The role of technology within healthcare has often faced criticism but there are many examples of projects that, through careful and thorough planning, have made substantial contributions to an improved service, enhancing the lives of both patients and staff alike.

IPTV presents such an opportunity and with the digital switchover on the horizon, NHS trusts have the opportunity to ensure that they are able to meet NHS guidelines on improving the patient experience, whilst improving staff facilities and generating new revenue streams.

Colin Farquhar, CEO of Exterity
(www.exterity.com)

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