Frequently Asked Questions

PerfectServe Frequently Asked Questions
 

Overview Questions

 

What is PerfectServe Practice?

PerfectServe Practice is an automated after-hours call routing process designed specifically around your practice workflow. PerfectServe Practice allows your patients or your colleagues to reach you - via any messaging device you specify: cell phone, home or office line, text messaging, paging or voice mail - simply by dialing a single phone number.

Why is PerfectServe better than the answering service, or voice mail system
I’m using now?

With PerfectServe, you enjoy capabilities unavailable elsewhere, including:

Caller ID privacy protection. When you return patient calls through PerfectServe, your office caller ID is presented to the parties you call, instead of your home or mobile phone numbers. So you never again have to choose between your patients’ well being and your privacy - a difficult choice at best.

The convenience of one-button callback. To return a voice message, you simply press a single button. PerfectServe dials the call for you. No more awkward hanging up and redialing on the fly. And no more fumbling for a pen to scribble down callback numbers.

Reduced liability exposure. Every call and message transaction you conduct on PerfectServe is documented automatically. So if the question of liability arises, you can prove whether or not a call was received. And for calls you do receive, you can show how and when you responded.

Fewer needless disturbance. PerfectServe knows who’s covering when you’re not on-call. So calls route appropriately, and you’re not disturbed needlessly.

If my hospital deploys PerfectServe One-2-One, must my practice use PerfectServe Practice?

Not at all. However, if your practice uses a conventional answering service or office voice mail system to handle patient calls after-hours, PerfectServe Practice 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.

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

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

 

 

Caller ID privacy protection

 

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Features Questions

 

How does PerfectServe eliminate human error?

Conventional answering services rely on manual processes that require operators to make split-second decisions based on written instructions. By contrast, PerfectServe captures your individual call handling rules, preferences and protocols and maintains them in a dedicated database. When a new call arrives, PerfectServe routes that call automatically according to the precise instructions 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.

Sometimes I miss pages. Can PerfectServe ensure I never miss important messages or consults?

Absolutely. With failsafe messaging, PerfectServe monitors when you retrieve a message. So if you haven’t responded within a specified period of time, notification escalates automatically - intensifying efforts to reach you according to a protocol you define. PerfectServe will re-page you, call or send a text message to your mobile phone, or call your home or office back line. Eventually, if you still have not responded, other physicians in your call group can be reached.

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

If you wish, PerfectServe can take a voice or text message and notify you immediately. Or, 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.

Can I determine the urgency of a call if I receive 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.

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.

 

No lost messages

 

 

 

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Risk-Free Trial/Pricing Questions

 

How does the 30-day, risk-free trial for PerfectServe Practice work?

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

Does PerfectServe Practice require a minimum service term contract?

No. PerfectServe Practice 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 Practice costs, HIPAA compliance, and other issues.

  

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Technical Questions

 

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

No. 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. With PerfectServe and your Smartphone, you are provided with an integrated voice and email inbox that is HIPAA-compliant. Because PerfectServe utilizes Microsoft ActiveSync, messages are pushed to your Apple iPhone or Windows Mobile device in real time.

 

Can I use PerfectServe on my Apple iPhone?

Yes. With PerfectServe and your iPhone, you are provided with an integrated voice and email inbox that is HIPAA-compliant. Because PerfectServe utilizes Microsoft ActiveSync, messages are pushed to your iPhone in real time.

Can PerfectServe help me eliminate my pager?

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

Does our office need to install servers or special equipment?

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

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.

 

 

99.999% reliability

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