FAQs for Physicians

1. What is the difference between PerfectServe One-2-One and PerfectServe OnCall?

PerfectServe One-2-One is deployed as a hospital-sponsored initiative to improve physician-to-physician and hospital-to-physician communications. It is provided to the sponsoring hospital’s medical staff members at no cost.

PerfectServe OnCall is a practice-based call management tool that replaces the conventional answering service or voice mail system with a more accurate, more reliable solution. The cost for PerfectServe OnCall is incurred by the practice.

Each service is fully integrated with the other and provides physicians with a seamless, easy-to-use solution for all patient care communications.

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2. How does PerfectServe eliminate human error?

Conventional answering service providers — regardless of the systems they use — rely on manual processes that require operators to make split-second decisions based on written instructions. Even if the operation is computerized, instructions are presented as electronic “sticky notes” which still require operator interpretation of information presented on a screen.

In contrast, PerfectServe codifies your individual call handling rules, preferences and protocols into practice-specific databases with predefined call flows. When a new call arrives, PerfectServe automatically routes that call according to the precise protocol you have established for that moment in time.

In this way, the need for operators to interpret your instructions for each and every call is eliminated, along with the potential for human error.

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3. How does PerfectServe make it easier for me to reach my physician colleagues?

Using PerfectServe One-2-One, physicians dial a personal toll-free access number, accessible from any location. The system will recognize the caller is a physician user and will allow him or her to:

• Determine whether the recipient colleague is taking calls and, if not, what physician is covering: The caller will then have the option of contacting either.
• Connect directly with the recipient in real-time.
• Record a detailed voice message that will be delivered immediately, or held until a more convenient time as defined by the recipient.

Traditional bottlenecks — answering services and front office receptionists — are avoided, so doctor-to-doctor contact is more direct and phone tag is minimized.

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4. What steps are required to establish service with PerfectServe?

The first step is to schedule a consultation with a PerfectServe call management consultant to determine your communications management needs and requirements. The consultation can be conducted over the phone and should include at least one physician from your practice and your practice administrator. Please allow 30-45 minutes for this call.

Following the consultation, a customized call flow process design is created based on your unique workflow, protocols and individual preferences. When you are comfortable with the design, we configure your solution and schedule a convenient date for you to begin using your new service.

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5. How long does the implementation process take?

This depends upon the overall complexity of your call management requirements and your availability after the requirements interview — normally one or two additional follow-up calls are required. While we have fully implemented service in as little as one day, we recommend that you allow five to ten business days.

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6. Do I need special equipment? Is there a specific PerfectServe cell phone or pager?

Absolutely not. PerfectServe works with any cell phone or standard phone for real-time contact, and it works with all paging networks and wireless carriers for message notification. However, for physicians who want to access PerfectServe using a smartphone device, PerfectServe supports only those devices running the Windows Mobile™ 5 operating system.

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7. Sometimes I miss pages. How does PerfectServe ensure I never miss important messages?

While no one can confirm that you’ve read a given message on your pager, PerfectServe does know if you’ve retrieved a voice message from your inbox. This allows you to enjoy a fail-safe notification processes that reduces patient care risks and medical liability.

If you have not retrieved a message within a set time interval, PerfectServe automatically escalates notification to the same or alternative devices, including another pager, a cell or home telephone, and even back-up physicians if necessary. Fail-safe notification only works with the PerfectServe voice messaging contact method.

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8. When I return a patient's call, do they get my telephone number on their caller ID?

Never, so long as you return the call using PerfectServe’s one-button callback option, which presents your office caller ID to the parties you call.

PerfectServe’s one-button callback also eliminates the need to hang up and redial, so you avoid scribbling down phone numbers on the “fly,” in the middle of the night, or while driving.

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9. Can I eliminate my pager with PerfectServe and just carry my cell phone?

In many cases, yes. However, this depends upon the geographic locations in which you work, the coverage availability of your wireless phone carrier, and your need for a failsafe messaging process which may require notification to multiple wireless devices.

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10. What happens if I ask PerfectServe to contact me via cell phone, but I’m out of range when a call comes in?

PerfectServe will follow a predefined messaging process which you designate. If you wish, PerfectServe can take a voice or text message and notify you immediately. Or, based upon your routine schedule, if there is a location where you often lose signal, you can arrange to have PerfectServe route calls directly to a nearby land line phone at certain times of day. PerfectServe gives you complete flexibility to plug the holes of your cell carrier’s coverage.

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11. I share call with physicians outside of my practice. Are they required to use PerfectServe OnCall as well?

No. PerfectServe allows you to sign off to any physician regardless of whether or not they are a PerfectServe subscriber.

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12. Can I be called at home after a certain hour?

Yes. With PerfectServe's FollowMe feature, you can have calls forwarded directly to you as they occur, at any location you wish: your home, office, or mobile phone — even your vacation house. And you can have your calls routed automatically to different locations at different times of the day or night, based on your personal schedule.

You can even decide to route only certain types of calls directly to you (e.g., consults, calls from the ED, or ICU) while other types of calls are voice messages, which can be held for retrieval at a more convenient time which you designate.

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13. How can I determine the urgency of a call by receiving only a digital page?

PerfectServe can automatically append codes to notifications sent to your pager or phone. These can indicate urgency or some other call attribute — for example, whether a message is from a patient, physician or hospital.

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14. How does the 30-day, risk-free trial for PerfectServe OnCall work?

You can try PerfectServe OnCall in your practice for 30 days. You may cancel at any time within the first 30 days of service without obligation. If you choose to continue with PerfectServe, you will be billed for the first 30 days.

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15. Does PerfectServe OnCall require a minimum service term contract?

No. PerfectServe OnCall does not require a contract binding you to the service for a certain period of time. However, we do require a service agreement, which is executed when a practice begins using PerfectServe. The service agreement explains items such as an estimate of your PerfectServe OnCall costs, HIPAA compliance, and other issues.

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16. Do we need to install servers or special equipment?

No. Since PerfectServe is deployed as a service, no hardware or special equipment is necessary. PerfectServe OnCall will interface with whatever phone system, pagers, cell phones, etc., are already in use.

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17. If my hospital deploys PerfectServe One-2-One, must my practice use PerfectServe OnCall?

Not at all. However, if your practice uses a conventional answering service or office voice mail system to handle patient calls after-hours, PerfectServe OnCall is likely to be your lowest cost and most convenient solution. Plus, it can provide you with a single, integrated tool to more easily manage all your patient care communications — both practice and hospital based.

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18. Can I sign off to another physician over the phone or the Web?

Yes. Using PerfectServe's Personal OnCall schedules, you can conveniently sign into PerfectServe over the phone – or over the Web — and sign off to any other physician in your call group.

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19. Does PerfectServe’s Web scheduling tool allow me to eliminate the need to maintain separate, printed on-call schedules?

Yes. Using PerfectServe’s Web scheduling tool, you can quickly create, modify, access and share your practice's on-call schedules, eliminating the need for handwritten calendars, lists and faxes. Changes you make modify how your calls are routed. PerfectServe responds to your changes in real time and routes calls according to your latest instructions.

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20. Can I use PerfectServe's Outlook Messaging to exchange clinical information with other physicians and still be HIPAA compliant?

Yes. Because PerfectServe’s network is private and highly secure, it allows PerfectServe users to message between each other, exchanging private healthcare information (PHI), while remaining HIPAA compliant. However, HIPAA compliance is compromised if messages containing PHI are sent to non-PerfectServe users, e.g., those on AOL, MSN, or Yahoo.

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21. What is PerfectServe’s track record for reliability and system uptime?

PerfectServe’s current 12-month system availability and uptime performance exceeds 99.999 percent.

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