Allergy

Karen Malamut, M.D.

Before we used PerfectServe, our after-hours phone service was terrible. We spent more time arguing with our answering service than we did getting calls from our patients. It was a mess.

Still, we were a little afraid of trying PerfectServe because no operator was involved. How would our patients react? What if there were an emergency? It just seemed somehow cold and inhuman.

But we were thrilled with PerfectServe right from the start. With PerfectServe, we know we'll get what we need with every call. We always receive the correct phone numbers and the appropriate information — and I do mean 'always.' All messages are recorded, so we hear the patient's message exactly as they have left it.

Our patients have been as happy as we are. They like knowing their message will get to the appropriate person every time.

One surprise is how PerfectServe has helped us serve our non-English speaking patients so much more effectively. They are able to leave their message in their own voices, so we translate directly from their words, rather than having to rely on an operator to try to relay critical medical information to us from another language. That was scary sometimes.

We love being able to leave messages for our associates, and being able to retrieve them either by phone or by email.

I can't tell you what a relief it's been to know we're getting all of our emergency calls. That used to be such a worry — about the patients' well being first of all, and about liability risks as well. We like having a running record of our messages.

The PerfectServe Customer Service has been exemplary. Everyone has been polite and knowledgeable — very professional in every instance. They always go out of their way to get us what we need.

I am very pleased with the way PerfectServe handles our after-hours communications. In fact I wouldn't have believed how well they have done without seeing it for myself.