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CritiCall Ontario selects Telus’ e-Referral system

VANCOUVER – Telus announced it has been selected by CritiCall Ontario, the province’s 24-hour-a-day emergency referral service for hospital-based physicians, to provide the foundation for CritiCall’s integrated patient e-referral services. The five-year contract is valued at $2.3 million and is the first implementation of Telus' iScheduler in Canada.

The technology solution provides CritiCall agents with a simplified patient referral process that ensures the right information follows the patient wherever they have to travel to receive medical attention. The solution also provides CritiCall with advanced reporting capabilities to help organization decision-makers better understand their operational needs and performance to help with business planning.

“Telus is helping create a new standard in Canada for delivering and receiving patient care, making it simpler for physicians and nurses to schedule according to the patient’s needs. It will further improve the patient experience by shortening wait times and helping clinicians focus on their patients by reducing their administrative tasks,” said Barry Rivelis, Telus vice-president of Healthcare. “We are excited to see all the Ontario hospitals making use of CritiCall’s services benefit from the Telus solution and its service efficiencies.”

Kris Bailey, executive director, CritiCall Ontario said, “We looked at several service provider options and Telus met our solution goals, including product availability, functionality, reliability and customer service. The nature of our work is about facilitating connections between physicians and finding solutions as quickly as possible for critically ill patients. We need technology and business management solutions we can count on to help us to do that. Telus is able to deliver.”

The Telus solution provided to CritiCall combines Telus’ CallCentreAnywhere application with the Telus iScheduler referral and waitlist capabilities.

Telus iScheduler helps schedule the patient journey by simplifying coordination of resources, facilities, tests and medical equipment across different medical facilities within the community, province, country or world. The web-based platform uses audio and video features to enable health providers to schedule appointments, book equipment and rooms, and share and view electronic health information such as health records, lab results and medical images. This helps health organizations reduce patient wait times by making optimal use of their staff, equipment and facilities.

CallCentreAnywhere is a fully scalable contact centre solution that will enable CritiCall to route calls to contact centre agents internationally, record calls, and deliver improved service by providing agents with a single Web-based browser interface.

Telus iScheduler is powered by Eceptionist, the only commercial vendor listed on Canada Health Infoway’s Vendor of Record list for the telehealth scheduling module, one of five modules within the Telus iScheduler platform. The iScheduler suite also includes: Telehealth Scheduling, Enterprise Scheduling, Referral Management, Waitlist Management and Organ Case Manager. Telus and Eceptionist have an exclusive partnership to bring this solution to Canadian health organizations.

About CritiCall
Since 1996, CritiCall Ontario is a 24-hour, seven day a week emergency referral service for hospital physicians across the province. Funded by the Ontario Ministry of Health and Long-Term Care, CritiCall connects physicians to the resources they need to ensure access to the most appropriate care for their critically ill patient. In 2007/08 CritiCall managed more than 14,000 calls from more than 7,000 physicians. CritiCall’s call volume has increased by 50% since 2003/04.

About Telus
Telus is a leading Canadian telecommunications company, with $9.2 billion of annual revenue and 11.2 million customer connections including 5.6 million wireless subscribers, 4.4 million wireline network access lines and 1.2 million Internet subscribers. Telus provides a wide range of communications products and services including data, Internet protocol (IP), voice, entertainment and video. In support of our philosophy to give where we live, Telus, our team members and alumni have contributed $113 million to charitable and not-for-profit organizations and volunteered more than 2.1 million hours of service to local communities since 2000. Eight Telus Community Boards across Canada lead our local philanthropic initiatives. For more information about Telus, please visit