Multi-Specialty Practice

Carol Reinhard — Director of Operations

We have complicated needs — a large practice, with nine locations, and mixed specialties within a number of those locations. So we have a number of separate call groups, and multiple call groups per some locations. Call routing becomes quite complex. But none of this has been a problem for PerfectServe.

I've noticed they take things one step at a time. The way they format messages, they allow the patient to sort through a manageable set of options that make sense. They keep everything simple.

It helps that the person they have doing the voice instructions is calm, and very distinct in her words. It's a wonderfully welcoming voice.

When we made the transition to PerfectServe, we had very few — surprisingly few — complaints from patients. It went very well, very smoothly. We were concerned that our elderly patients might get confused — change can be so hard for them. But that hasn't happened — not at all.

We previously used the hospital switchboard for our answering service, so they knew us, knew where our doctors were all the time. But PerfectServe is even better than they were.

With PerfectServe, we never miss a call. There's no learning curve when we open a new location or bring on new staff.

We're much better protected against liability claims now thanks to PerfectServe, because we have a record of every call and every message.

The PerfectServe people are so easy to work with. When we have a last-minute need, they are always willing to help. They know how critical it is that our patients be served, quickly and seamlessly. And they see to it.

I am sure we're not PerfectServe's easiest account. But you'd never know it. They are always so willing to help — and in a timely manner too. They're good people, easy to work with. And they do know what they're doing with medical office communications.