For decades, a facility's telephone service meant copper lines from the local phone company. That infrastructure is aging, and carriers across the country have been retiring copper networks and encouraging customers to move to internet-based service. Even where your lines still work, repair times can lengthen and costs can climb. Moving to voice over IP, or VoIP, is increasingly a matter of when and how, not whether.
A care facility cannot approach this like an office. Many systems quietly depend on phone lines, and missing one can create a safety issue. Here is a plan that accounts for them.
The main numbers are obvious. The hidden dependencies are where problems arise. Walk the building and check with vendors to find all lines, including:
Main numbers and direct lines for departments
Fax lines, which are often used for pharmacy and physician communication
Fire alarm panels and security alarm dialers
Elevator emergency phones
Nurse call or resident call systems that use phone interfaces
Door entry systems and intercoms
Credit card or postage machines
Courtesy phones, resident room phones and emergency call stations
Medical devices or monitoring systems that report by phone
Record the number, location, purpose and vendor responsible for each.
Some systems, such as fire alarm communicators and elevator phones, have code requirements about how they connect. Do not assume that a VoIP adapter is acceptable without confirming with the system vendor, your fire alarm company and the local authority having jurisdiction. Some alarm communicators need to be replaced with cellular or IP-based versions that meet the relevant standards. Ask for written confirmation.
Voice is sensitive to delay and interruptions. Before you move, make sure your network can support it.
Check internet bandwidth and plan for peak call volume
Make sure the network has quality-of-service settings that prioritize voice traffic
Confirm that switches provide adequate power over Ethernet for phones
Assess Wi-Fi if you plan to use wireless handsets
Plan for a second internet connection, since losing the internet means losing phones
A wireless site survey is wise if handsets will roam throughout the building.
There are several approaches.
Hosted or cloud phone service: the provider runs the phone system, and you connect phones over the internet. It reduces on-site equipment and often includes mobile apps and call routing features.
SIP trunking with an on-premises system: keeps a local phone system but replaces copper lines with internet-based connections.
Hybrid arrangements for facilities that need to keep specific analog devices running.
For most facilities, hosted service is attractive, but a few special devices may require analog adapters or alternatives.
Ask the following questions.
What happens to calls if the internet fails? Many providers can forward calls automatically to mobile phones.
How long will phones work during a power outage? Provide battery backup for network and phone equipment, and plan for the generator.
Is there a plan for emergency calling? Understand how 911 location information works with your service, including multiple floors, buildings and extensions, and keep location records current.
Does the provider offer service level commitments and local support?
Fax remains common in healthcare. Cloud fax services can replace physical fax lines and deliver documents to secure inboxes, but verify that they meet HIPAA requirements, including a business associate agreement. For devices that must stay analog, ask whether an approved adapter or a cellular-based solution fits.
Keep your existing phone numbers by porting them to the new provider. Porting takes time and must be coordinated, so do not cancel old service until the new one is confirmed. Provide accurate account information to avoid delays, and schedule cutovers for a quiet time.
Test inbound and outbound calls, voicemail, call forwarding and hunt groups
Test emergency calls with the proper process, in consultation with your provider
Test each special system on its new connection
Train staff on the new phones and features, with short guides at each station
Have IT on site for the first days after cutover
Revise your emergency plans, contact lists and network diagrams to reflect the new setup.
Canceling copper lines before confirming that every connected device has a new path
Running voice on a poorly prepared network
Forgetting backup power and internet
Overlooking alarm and elevator vendor requirements
UnityCare IT helps healthcare organizations assess their networks, choose a voice platform and coordinate migrations that account for the special devices in care settings. If your carrier has mentioned retiring copper service, we can help you build an inventory and a timeline.
Call or text: 405-285-3845
New customers: start@unitycareit.com
Existing customers: support@unitycareit.com
Address: UnityCare Technologies, 2524 N Broadway Ste 554, PMB 947974, Edmond, Oklahoma 73034-4172