NHS Supply Chain uses voice to monitor stock

NHS Supply Chain, the privatised NHS logistics service now run by DHL, has signed a deal with voice recognition specialists VoiteQ for a voice picking system so that staff can use their voices to confirm stock movements through wearable computers.

NHS Supply Chain has installed the Vocollect Voice system in its Alfreton distribution centre. Staff now speak into Talkman wearable computers, as opposed to updating databases by hand on terminals.

The technology integrates the existing warehouse management service (WMS) with the Talkman device using radio frequency technology, enabling warehouse operatives to communicate with their host computer directly by listening and speaking via a headset and a terminal attached to their belt.`

David Stanhope of VoiteQ told E-Health Insider: “Staff assignments are generated by Supply Chain’s existing WMS and are transmitted via a wireless network to the Talkman wearable computer.

"Vocollect Voice translates the assignment into speech commands that direct the person to the location they need to get to, and the staff member confirms the location by speaking a numeric identifier.

"The Vocollect will respond and when the task member confirms then the assignment is complete, they can move onto the next one.”

VoiteQ claim a number of benefits can be achieved from the system – it cuts training from days to minutes, increases productivity and accuracy, is rugged and reliable, improves performance across distribution centres and is visible on the Internet.

A spokesperson for NHS Supply Chain told EHI: “VoiteQ will help by eliminating the use of screens, keyboards and barcode scanners. The operatives are using an eyes-free, hands-free system, with which they can communicate whilst in motion. Instructions received audibly are proving to be less prone to error than information on paper or screen.”

Stanhope told EHI that the NHS was keen to increase the volumes of work being done by NHS Supply Chain staff which helped them to choose the project after issuing an OJEU advert and carrying out a full procurement exercise.

“VoiteQ could prove up to ten per cent increases in picking productivity and accuracy through its previous implementations and Supply Chain was eager to try out our product, following site visits and interviews with our existing customers, and the added benefit of it being a health and safety aid.”

VoiteQ began a trial run of the system with NHS Supply Chain in May and bosses were so impressed with the system that they decided to sign a deal with the voice recognition specialists to supply the Vocollect Voice system this month.

A spokesperson for NHS Supply Chain said: “The software is already well established in the industry, and we have carried out extensive research by visiting other system users and listening to their experiences. In addition, extensive in-house testing, particularly interfacing with existing software and RF network was carried out prior to launch.

“A number of minor problems were encountered after going live, which were a combination of software, network and user issues. These have now been successfully resolved.”

Users are being trained on the new system, which takes about 15 minutes to train the voice and record it onto the screen understanding the users voice based on specific phonemes – sounds that form the building blocks of words. Voices are downloaded and stored onto the system.

Stanhope said: “The speech recognition software is very advanced and recognises any voices, no matter what accent you may have or if your voice is soft or rough. It has been tried and tested and has a very high degree of accuracy, understanding and recognition of voices.”

If the wireless connection breaks down, users can revert back to the previous radio system and in places where frequency is unavailable, users will use the old paper based methods. For short periods of blackouts, the Talkman can hold information while it searches for a signal.

Syd Greig, distribution centre controller at NHS Supply Chain’s Alfreton base, said: “Voice technology is the next evolutionary step for us. As well as increased productivity we are expecting to see improvements in picking accuracy – industry standard rates are over 99.9% accurate for voice picking and we expect to attain this.

“Other benefits we anticipate are a reduction in staff training time due to the usability of the devices, and also a safer warehouse.”

VoiteQ now hope to implement the system in a second Supply Chain site by the beginning of next year and complete the other four sites by next summer.

Chris Williams, operations director at NHS Supply Chain said: “VoiteQ has a successful track record of delivering VoiceMan into warehouses, and the technology is reliable, effective and easy to use. VoiteQ clearly understands the specific needs of our industry and is able to meet our requirements.”

“The pilot at Alfreton will be evaluated in the next two months, based on three months’ continuous operating. Early indications show that the business case objectives, on which the decision will be based, are already close to being achieved,” a spokesperson added.

Earlier this year, The Department of Health has awarded DHL a ten-year contract to manage the supply chain and procurement services currently managed by the logistics division of the NHS Business Services Authority and part of the NHS Purchasing and Supply Agency. The new agency came into effect on 1 October.