Otolaryngology

Linda Branson
Authur Curtis, M.D.

Linda Branson — Front Desk Supervisor

Before we started using PerfectServe, we had a lot of problems with operator errors — transposed numbers, the wrong doctor being paged, or the right doctor being paged for the wrong reason. Basically, if something could go wrong, it did. But since we've changed to PerfectServe, all the doctors have been happy. I haven't had a single complaint — not one — which is amazing to me. Before, it seemed like they would come in every day with complaints.

PerfectServe really does seem to have conquered human error.

I especially like the real-time control we have over the on-call schedule. We can make a change, whenever it's necessary, over the Internet. You don't have to wait on hold for an operator, and then later wonder whether they're actually going to get it right.

Authur Curtis, M.D.

I would have thought that you'd have fewer mistakes when you let people answer your phones. But the reality is, people make mistakes. PerfectServe never does. Having that peace of mind — that we're no longer relying on some overworked operator to get it right - that's been very valuable to us.

I get probably 20 percent fewer after-hours calls since we've been using PerfectServe — which is very nice. The reason is, I avoid being bothered with the non-urgent messages and requests. They're saved until our office can respond to them on Monday morning.

Before, when I used the pager alone, I'd receive notification of a phone number — that was it. Very often I had no idea of who was calling, or what the problem was. Now, I log into my PerfectServe inbox, and I hear the person's own voice describing the problem. So I'm prepared for what I'm dealing with.

With PerfectServe, patients log in their own phone numbers, so I no longer have to deal with the nightmare of trying to figure out how to unsnarl a wrong number.

When we made the transition to PerfectServe, we had some misgivings. But our PerfectServe client services person was very patient. She walked us through the process and made sure our system was exactly what we needed.