With PerfectServe, Evercare reduces unnecessary
off-hours hospital admissions.

• Patients housed in 33 long-term care facilities received care from nurse practitioners on an 8-5, M-F schedule.
• Changes in patient status during nights and weekends were occasionally resulting in unnecessary hospital admissions because no Evercare staff member was available.
• Evercare wanted to extend the coverage hours provided by their nurse practitioners — making them fully accessible after-hours and on weekends.
• Contact speed and the ability to measure performance were of primary concern.

Solution

• A single phone number was provided to each facility. This phone number routes calls to the nurse practitioner on-call for that facility.
• Nurse practitioners are contacted in real-time, with calls routing to mobile or home phones.
• When real-time contact is not possible, voice messages are taken and a failsafe notification process is triggered.
• If a nurse practitioner fails to respond with a predefined window of time, notification automatically escalates to a primary back-up supervisor, followed by a secondary back-up if necessary.

Results

• Unnecessary off hours admissions have been significantly reduced.
• Each call routes quickly and accurately to the right nurse practitioner.
• More than 50 percent of all nurse practitioner contacts are completed in real time.
• PerfectServe generates monthly reports that measure performance, including:
• Number and origin of calls.
• Which nurse practitioners are contacted and how often.
• How the system attempted to contact a nurse practitioner and whether or not the call was completed in real time or resulted in a voice message.
• The notification attempts that were made, the precise time a voice message was retrieved, and when the nurse practitioner replied