Piedmont Physician’s Group consolidates answering services for reduced costs and improved physician satisfaction

Piedmont Physician’s Group chose PerfectServe to standardize its after-hours services across its expanding employed physician base, reducing costs by 21%. Learn how PerfectServe helped Piedmont to improve communications and patient care.

Background

As Piedmont expanded through the acquisition of hospitals and physician practices, it started acquiring a large portfolio of third-party vendor contracts as well. Across more than 170 physician practices, Piedmont utilized 13 different after-hours answering services vendors, each with different fee structures.

Problem

Before implementing PerfectServe, some physicians were happy with their answering services, but many more were unsatisfied with operator error and inconsistency. Piedmont knew they needed to standardize to control costs, help their physicians communicate reliably and create a singular experience for patients.

Piedmont Reduced Costs

Process

Gaining visibility to the individual answering service contract terms and actual monthly spend were key first steps. The project team partnered with practice-level stakeholders to understand contracted rates, auto-renewals and termination clauses.

The purchasing department also gathered general ledger data to quantify the fixed and usage-based/variable monthly fees.

Finally, the quality and efficacy of services were evaluated in terms of outcomes, metrics, stakeholder satisfaction and ease of doing business.

Piedmont evaluated standardization options using these three criteria:

  1. Ability to address the stakeholder needs and goals
  2. Enterprise contracting opportunities
    1. Impact on overall spend
    2. Service standards and agreements
  3. Piedmont’s corporate direction
    1. Goals for growth and expansion of the organization and of the communication platform
    2. Best practices for eliminating manual steps, streamlining communication workflow, meeting service quality metrics, ensuring HIPAA compliance and patient/physician satisfaction

Employed Physician Growth

Solution

Today, PerfectServe’s automated answering service replacement is the standard after-hours solution for Piedmont’s physician practices.

At Piedmont, PerfectServe eliminates the opportunity for human error, reduces communication cycle times to expedite care and improves patient and physician satisfaction.

Piedmont Physicians enjoy the following benefits:

  • Non-urgent messages are delayed until the next working day, so they aren’t called in the middle of the night for routine issues
  • Home and mobile phone numbers are masked when calling patients
  • Call schedule changes can be made on the fly, straight from the PerfectServe app, and when physicians are called into surgery unexpectedly, their calls are routed to the covering provider
  • Easy communication and sharing of information with colleagues, without compromising PHI

Care team collaboration praised at Advocate Medical Group with implementation of PerfectServe

Advocate Medical Group (AMG), a Chicago-based medical group with over 1,500 physicians and specialists at more than 200 different practice sites, opened a centralized contact center in February 2014 to provide 24/7/365 coverage for 500 physicians across 40 of their sites. The center is also the main hub for patients to contact their doctors and other clinicians.

Expectations for the center were high. But the center’s technology wasn’t up to the task.

“Our technology didn’t allow messages to be transmitted in a meaningful or secure manner,” says Dr. Jennifer DeBruler, medical director of Advocate Medical Group. “We knew we were using an outdated technology, and we planned to implement something new.”

AMG resolved to find a secure communications technology that was fully automated—eliminating the need to update call schedules, and facilitating real-time calls with secure voice and text messages.

Balancing the need for rapid communication and response without unnecessarily interrupting physicians was another important need for AMG. Because disruptive doctor-to-doctor communications had been a historic problem, the ideal solution required asynchronous communication so care providers could communicate with each other about a patient when it was most convenient. Says DeBruler, “When doctors are busy seeing patients, they don’t want to be interrupted for things that are not urgent, especially during the day.”

Ready. Set. Plan.

The search for a new technology started close to home. AMG knew that 4,000 physicians across 12 Advocate Health Care hospitals were using PerfectServe, which meant AMG physicians were already familiar with it.

PerfectServe ensures secure communication of protected health information among providers and care team members, so AMG didn’t have to worry about HIPAA compliance. By automatically identifying care team members and routing information based on when and how they work, PerfectServe met all their other needs as well.

“PerfectServe was the answer,” says DeBruler.

AMG believed that successful workflow automation required a thorough understanding of the work in order to optimize its flow—starting with the needs and behaviors of the users.

Success also required understanding who needed to talk with whom and when, as well as mapping out the changes needed to enable a process that worked for everyone.

“We brought people together early in the process to discuss what we expected the technology to do and how we wanted to use it,” explains DeBruler.

Working closely with PerfectServe and the contact center, AMG offices carefully set up the rules required for the system. “We had to consistently bring the appropriate operations and physician leaders to the design sessions,” says DeBruler.

Physician engagement up front and throughout the implementation was key. “We continued to listen to the physicians and make tweaks after going live with PerfectServe,” she says.

Gradual adoption proves successful

First impressions are important; a provider’s initial encounter with a new technology tends to leave a lasting impression. Rather than risk unnecessary confusion, frustration or backlash by implementing PerfectServe everywhere at once, AMG set a timeline for gradual adoption. By bringing on doctors a few groups at a time, AMG was able to make frequent performance assessments, fine-tune the configuration for each hospital and ensure that doctors were successfully configuring PerfectServe to their preferences.

Once the implementation of one group was deemed successful, AMG would start the next one. DeBruler reports that 500 providers were brought on board in 2015. “When we started in January, we were at 481 interactions; by December, we were up to 4,600 interactions.”

Feedback was continually sought during each group implementation. “We had huddles with the practices on a regular basis during the week,” says DeBruler. Physicians could call the medical directors at the contact center if they experienced any problems, and AMG quickly addressed any issues that emerged.

AMG also created a committee to review questions about PerfectServe and respond to requests about who could use it and how it might solve additional problems. Through this methodology, the committee was also able to satisfy the need for home health nurses to manage their on-call coverage with PerfectServe—just like the physicians.

Streamlining secure communications across the continuum of care

Administrators of Babloa Nephrology, a San Diego-based group practice with more than 20 locations and facilities, were aware that their organization’s clinical communications processes were in need of updating. First, they were concerned about the possibility that staff were sometimes sending text messages with protected health information (PHI) via unsecure personal mobile devices. Ensuring compliance with HITECH and HIPAA regulations and reducing the risk of security breaches were top priorities for the group.

Second, both administrators and care providers wanted to move from using older technology, such as pagers for clinical communications, to using the mobile devices that the providers were already relying on for other communications.

And third, they wanted a more reliable communications process, as the systems used for the pager and answering services occasionally failed to transmit messages correctly or to the right person.

A comprehensive solution to meet complex needs

According to Patrick Hoz, director of practice operations, the communications needs of the group are especially complex because of the number and types of different facilities in which the physicians care for patients: 17 office practice sites organized into 6 distinct pods, 35 different dialysis units and 13 separate hospitals. The needs of these facilities vary, including a means of identifying and contacting a physician rounding for the day or an on-call physician; coverage for office staff during lunch breaks; call triaging, call routing and message- taking during holidays, nights and weekends; and a rapid, accurate process for staff to contact physicians and for physicians to contact one another.

“What kept me up at night was the thought of implementing a new service in a large, complex practice,” says Hoz. He realized that solutions focused solely on the inpatient setting would not function well in an ambulatory care environment, and vice versa. The solution had to take into account the whole care continuum, as the group served patients with kidney conditions across the entire spectrum of care.

Hoz learned about PerfectServe from a physician who rounded at a hospital whose hospitalist group relied on PerfectServe for clinical communications. Terry L. Behrend, MD, medical informatics officer, had tested a number of different communications applications, but found they offered only partial solutions. He green-lighted PerfectServe, the board approved the choice and PerfectServe was implemented in September 2013.

A secure, comprehensive platform

PerfectServe is a comprehensive and secure communications platform that routes voice, text and web- and system-generated communications based on clinician workflow and personalized algorithms, allowing physicians, clinical teams and practice groups to selectively filter and control when and how they are contacted. PerfectServe’s rules engine filters communications events based on multiple variables unique to each clinician, which can be updated easily via a phone or mobile device.

To contact a physician using PerfectServe, the individual calls a single extension or uses the web-based texting function. By indicating the physician’s name or specialty, the caller is automatically connected to the physician via the mode of communication preferred by the physician at the time. If the physician prefers not to take the call or text at the time, a message is sent. Either way, the contact is tracked and documented. The caller does not need to know the physician’s call schedule or office hours beforehand— PerfectServe stores this information and routes calls and messages accordingly. Data are housed securely in the PerfectServe server rather than on the recipient’s device, ensuring compliance with HIPAAregulations.

PerfectServe removes the variability often present in clinical communications and speeds the cycle time for contact between clinicians, optimizing communication among care providers across the care continuum and supporting improved care coordination. Because PerfectServe is a cloud-based service, no special hardware is needed; staff and clinicians can access the platform via a landline, smartphone, mobile phone, standard pager or web interface. The rules engine was designed to recognize whether PHI is included in a message; a message with PHI can be sent in its entirety to a secure device. A notification can be sent if the receiving device is not secure.

A carefully planned implementation

The group’s leadership was concerned about implementing a large-scale change all at once given the differing needs and workflows for the different office practice sites, hospitals and dialysis units. Leaders decided to implement PerfectServe first at a single location with a pilot group of five physicians, including Behrend.

After working with the physicians to input their contact preferences into the rules engine, the pilot group went live with PerfectServe. An implementation specialist from PerfectServe provided on-site support and training to help the physicians and staff of the pilot group optimize the features of PerfectServe based on their workflows and preferences for being contacted. Behrend became the project champion, educating other physicians about specific features. The pilot group provided feedback on preferences in regard to features and various configurations to help the PerfectServe implementation team customize features to the specific needs of the group.

A month later, the group implemented PerfectServe at all remaining locations with all physicians.

“We implemented PerfectServe really quickly,” says Hoz. “And we were able to roll out the new technology without significant problems. Initially we were concerned that patients would dislike the lack of live interaction that they had previously with answering services, but I’ve received no complaints.”

A wide array of benefits

With PerfectServe, the group replaced pagers and answering services with a secure, comprehensive platform that enables an efficient and streamlined clinical communications process. One of the benefits recognized immediately by Hoz was ensuring secure communication. “Now I have peace of mind knowing that our staff are HIPAA compliant. I am no longer worried about the possibility of staff sending nonsecure SMS texts with patient information to our physicians.”

Hoz appreciates the flexibility of the PerfectServe platform; the practice was able to customize features to match the specific needs of different care team members. For example, a nurse in the hospital dialysis unit often needs to contact the covering physician to let him or her know when a patient concludes a dialysis session. PerfectServe created a customized menu that routes callers to an interactive menu that allows them to key in the time and patient room number; this information is automatically sent as a secure text to the appropriate physician, streamlining a key piece of clinical communications.

Hoz also appreciates the analytic capabilities of PerfectServe. Before PerfectServe, he had no efficient way to track the number of calls physicians received or the turnaround time for their response. Now Hoz receives a daily report via email that shows the number of calls, the originating site, the receiving physician and the time until response. “It gives the physicians some accountability,” he says. The reports also help Hoz assess staffing and physician coverage needs. Hoz believes that the data on response time has made the group improve in providing timely consultations.

Hoz has been gratified to see several unexpected workflow efficiencies with PerfectServe. The office supervisors can easily access the on-call list for all six pods through a secure portal and, if needed, can change the physician call schedule. Because the data are cloud-based, the schedules are immediately updated and subsequent calls are automatically routed to the covering physician. With the ability to create distribution groups, supervisors can easily send a message to all the physicians and staff within a pod at once.

Sue Seberg, one of three clinic managers at the practice, has also seen improved workflow efficiencies with PerfectServe. In the past, messages left with the answering service when the offices were closed for lunch were faxed to each setting. Now, staff log in to PerfectServe to start their day and when returning from lunch, to retrieve all messages, which they can then address or forward as appropriate. They can also copy messages into the electronic medical record if needed.

In addition, according to Seberg, the office receives fewer calls now, freeing up personnel for other tasks: “We continue to receive calls from patients, but not from staff in the hospitals or dialysis units. Our medical assistants have more time for patient care.”

Conclusion

Balboa Nephrology Medical Group, the PerfectServe client and subject of this story, is a 35-physician practice that provides comprehensive nephrology services for patients with kidney disorders in the San Diego area.

In addition to managing dialysis for about 2,400 patients at 35 dialysis centers, the group provides ambulatory services at 17 clinical offices and inpatient nephrology services, such as consultation and interventional nephrology procedures, at 13 area hospitals.

BNMG implemented PerfectServe in 2013 to ensure secure, efficient communication across the continuum of care. With PerfectServe, the physician group has streamlined clinical communications and replaced older technology with a comprehensive communications platform. PerfectServe’s flexible design has allowed BNMG to customize features to best meet the complex needs of the group across the inpatient and ambulatory settings.

Answering service replacement boosts physician and patient satisfaction with added benefit of cost savings

Who’s representing your practice — both to your patients and your staff — after hours? How well are they conducting business on your behalf? It’s a question practice leaders must ask themselves, because the answer hits home on three different fronts: staff satisfaction, patient experience and overhead costs.

Answering service mistakes have become status quo for the healthcare industry— especially in small practice settings. There must be a process in place for patients to communicate with staff in the off-hours, and the most common solution has been the traditional answering service— staffed by human beings who, unfortunately, do inevitably make mistakes. Mistakes like delaying the delivery of urgent messages, urgently delivering non-emergent messages and even losing patient messages. This service, which is fraught with opportunity to negatively impact physician and patient satisfaction levels, is also notoriously expensive.

The frustrating status quo

Southwest Cancer Center, a small medical practice in Orlando, specializes in comprehensive cancer treatment and care for 75-100 patients per day. For over five years they employed a traditional after-hours answering service that, unfortunately, came with all the traditional frustrations as well.

“We experienced a lot of issues with the answering service reaching out to our physicians after-hours and over the weekends with non-urgent messages. Our front desk staff was routinely getting yelled at by patients who were frustrated about the lack of response they had received,” said Cara Bertone, practice manager at Southwest Cancer Center. “We weren’t happy, and we were looking around at other options.”

The physicians at Southwest Cancer Center began using PerfectServe four years ago as a way to communicate and coordinate patient care with interdisciplinary providers from two partner hospitals in the area. In 2016, when Bertone discovered that PerfectServe had the capabilities to automate many of the manual functions of the answering service that were causing the most frustration among patients and providers, she jumped at the chance to learn more.

Convenience, simplicity and savings

“From the start, PerfectServe was really helpful and listened to what our needs were,” said Bertone. “And I knew then that if this could work, I wanted to do it right away.”

Bertone worked with PerfectServe’s professional services team to plan a one-week implementation for the answering service replacement project.

“All I had to do was provide PerfectServe with the physicians’ names and schedules, and determine what language I wanted to use when the phone would be answered after-hours. It was very simple and very easy,” Bertone said.

Contrasted with the manual schedule maintenance of their previous answering service — where Bertone would have to call the service, wait for someone to become available, read the on-call schedule aloud to the representative and then repeat it — the self-service functionality of PerfectServe’s schedule maintenance has been a breeze.

“Right now I just enter the schedule into PerfectServe, and within a few clicks, I am done. I never have to touch it again unless something changes. And if it does, again just a few clicks and I’m done. We couldn’t be happier.”

As a bonus, replacing the traditional answering service has saved the practice on average around $1,100 a month.

The physicians at Southwest Cancer Center are also extremely happy with the changes.

Physician and patient satisfaction

The physicians also appreciate the fact that all their messages now come through one application. Before their answering service was replaced, providers received messages through multiple apps — creating a lot of unnecessary clicks and sign-ons to manage their messages. Now that PerfectServe has replaced the answering service, physicians receive all communications directly through the PerfectServe app on their smart devices.

“And now that our patient messages are being delivered in real-time directly to the physicians and are no longer delayed until the next day, we’re seeing far fewer patient complaints as well. In a cancer treatment facility, the patient experience is especially important. Everything is a little more emotional. The ease with which our patients can now get in touch with doctors when they need to is so critical to their positive experience with us.

“I really would recommend PerfectServe to any office,” Bertone continued. “I was impressed not only by the answering service replacement, but also by the PerfectServe team’s follow-up after we went live. The professional services rep would follow-up with me via email — she was very easy to get ahold of. There was no chasing my tail trying to reach somebody when I had a question. I can’t say enough about how easy and enjoyable PerfectServe is to work with.”

Improve clinical communications throughout complex practices

“Before PerfectServe, we had a typical answering service. They were satisfactory—but they weren’t innovating.”

That’s Matt West, chief operating officer of Premier Surgical Associates. Premier is eastern Tennessee’s largest surgical provider, and its 28 physicians perform more than 15,000 general, vascular, bariatric and oncology surgical procedures a year and see upwards of 1,000 patients in office visits each week.

“We perform surgeries at almost every major hospital in the area,” says West. “When our physicians are on call, they may be covering for more than one hospital. Or they may be on call for both general and vascular patients. And each doctor wants to decide how he is reached and how calls are handled. At the same time, we need our communications to be efficient, secure and compliant.”

The issues

West notes that few physicians look forward to their time spent on call, yet all recognize the vital need for rapid and clear communications between doctors and patients after normal hours. They weren’t happy with the old system, and they were letting West know.

“As our complexity grew, so did dissatisfaction with the status quo answering service,” recalls West. “The wrong messages were often delivered to the wrong doctor—and not necessarily by the most HIPAA-compliant method. Then the doctor who received the message would have to track down the doctor on call to forward it. And I’d hear from a frustrated doctor the next day: ‘Why am I getting these messages?’”

The information provided about the calls was also seriously limited. West describes a typical morning at Premier: “The answering service would send us a fax or email listing calls from the night before, but without any detail on what transpired. The staff would have to scramble to find the doctor and confirm what had happened: ‘What did you do with that patient? Was there a consult? Do we need to follow up?’”

Even more urgent was the need to ensure compliance with HIPAA regulations and reduce Premier’s risk of a security breach. “I’m also the privacy officer,” notes West. “First and foremost, we wanted to address that risk.”

When West began evaluating vendors, he knew it wouldn’t be easy. Premier’s unique workflow couldn’t be forced into a one-size-fits-all offering: “There are a lot of idiosyncrasies to our organization. A generic solution wouldn’t have worked.”

A solution up to the challenge

One of the office locations in Premier’s practice group was already using PerfectServe on a limited basis, and the facility’s office manager encouraged West to take a look. After seeing what PerfectServe had done with its algorithms and how well the company understood the requirements of Premier’s IT systems, West was convinced he’d found the right partner for the whole organization. “We didn’t see this kind of customization from any other company,” he notes.

West says his confidence proved well-founded: “[PerfectServe has] given us a system complex enough behind the scenes to meet all our needs, but with tremendous simplicity and usability. Not 8,000 different menu options, just six or seven different key functions that allow users to do what they need to.”

More than an answering service

Each doctor can choose or change how he or she wants to be contacted, from any device and inreal time. Users can send messages, add attachments or make callsfrom within the PerfectServe app, keeping communications secure.

Instead of sending emails, PerfectServe’s streamlined web portal allows the Premier staff to easily send doctors HIPAA-compliant messages. “A lot of doctors don’t read their emails,” West says, “so this notifies physicians on their phones. Just a quick little secure message telling them, ‘You need to see Mrs. So-and-So in room 403,’ or ‘Call the lab about X,’ and the staff can see when the message has been read.”

The real test of any system is how it handles after-hours calls from patients. West notes that any patient calling after hours has a medical issue or concern and is anxious to hear back. PerfectServe helps Premier manage the communications workflow to ensure rapid and effective response.

“After-hours patient calls go directly to a transcription service, and we’ve provided the transcriptionists with customized templates to ensure the proper information is captured,” West explains. “This way, we know the call details going to the physician are succinct yet complete, so the doctor has the right information to decide if it’s something that can wait until tomorrow, or if the patient needs immediate attention.”

Another valuable feature is the centralized scheduling. “It used to be that our physicians were always looking at ten different calendars to see when they were on call,” says West. “Most of our doctors now operate completely from their mobile devices. They use the PerfectServe app to look at their schedules, send and receive messages, forward them to their partners, and so on.”

Finding answers together

Implementing the PerfectServe platform across the entire Premier Surgical Associates organization took about four months. PerfectServe and Premier worked together closely to fine-tune the system as it was deployed.

“One of the things we struggled with for the first couple of months was that a patient would call our office after hours, get directed through the auto-attendant and then be asked, ‘Is this a general surgery issue or a vascular surgery issue?’” West says. “Well, the patients don’t know. To them it’s all just surgery. So they were routinely selecting the wrong choice, and getting routed to the wrong physician. It’s the kind of thing you don’t anticipate, but you learn as you go.”

Working collaboratively with PerfectServe, Premier came up with a plan to easily resolve the issue: now patients just select their doctor. If the doctor’s not available, the message is automatically routed to the doctor on call.

“We appreciate that once we defined the things we wanted to do differently, PerfectServe quickly made the changes, sometimes in a couple of hours,” West says. “They’ve shown an ability to adapt on the fly with things that are important to us. We never got an answer like ‘No, we can’t do that.’ They’d say, ‘OK, let’s figure it out and fix it’ — and we’d work together to come up with a solution.”

Change made easy

Driving adoption of a new system across an organization also presents challenges. Early adopters may embrace a new technology from the start, while others resist leaving the tried and true. West notes that the simplicity and intuitive functionality of the PerfectServe app soon won over even those who were least comfortable with digital technology.

“We started implementing in February and kept working with PerfectServe to tweak the system,” West recalls. “By mid-April, I wasn’t hearing any more complaints and I even got some positive feedback. And for surgeons, that’s unheard of.”

The results

West reports that physicians and staff especially value the detail and accuracy of information that PerfectServe puts at their fingertips. Because the Premier staff is copied on all physician after-hours messages, when they come in the next morning they can simply review the messages and quickly decide if they need to follow up with a patient or doctor.

An added bonus has been the organization’s ability to use these detailed messages to help track and improve billing for consults and other physician tasks that the old system didn’t track. West also deeply appreciates not having to worry about HIPAA compliance.

West saves his highest praise for PerfectServe’s flexibility and its ability to customize a solution that precisely met Premier’s unique needs. “They put a lot of resources into making sure that their solution would work perfectly for Premier.”

West’s advice to other practices looking at solutions for secure communications? “You need to look for a vendor that understands that not all practices are the same. PerfectServe’s understanding of this was critical to our implementation and overall success.”

West also expresses confidence that as Premier Surgical Associates continues to grow and evolve, PerfectServe will keep pace. “I’ve been asked  by PerfectServe to join strategic discussions and contribute ideas,” West says. “It feels good to know PerfectServe is engaging customers to help build a strategic road map for what kind of products and services they develop, and I appreciate being able to give input on that.”

Complicated physician call schedules simplified

Summit Medical Group, a consortium of more than 220 doctors with independent offices across a 13-county area of greater Knoxville, Tennessee, needed a better solution to its traditional, human-centric answering service.

Coming on board as site manager of Summit’s Farragut, Tennessee, location, Sairy Martocci knew the answer — PerfectServe.

“I thought, if I’m ever in an office and need to change call service, I’m going to use PerfectServe. They know how to run an answering service.”

The Farragut location is a four-physician office providing internal medicine for patients age 14 and up. The practice also has three full-time and one part-time nurse practitioners, and averages 600-700 patients a week from Farragut and nearby communities, including many older patients and retirees.

The four doctors in the Farragut office share on-call duties with seven doctors from three other Summit offices. That’s where things get complicated.

Since each office operates independently, office hours vary among locations, as do the holidays each office observes.

“We had an after-hours call service that took the calls and sent a text message to the doctor’s cell phone,” Sairy explains. “It was a human, manual process, and very antiquated. What makes it challenging is that one of the offices we share calls with is open from 7:00 a.m. to 4:00 p.m., while we’re open from 8:00 a.m. to 5:00 p.m. So that office takes its own calls between 4:00 and 5:00; then it rolls over to the answering service shared jointly with our office.”

But what kept happening, Sairy says, is that the calls between 4:00 and 5:00 — both emergency and nonemergency— were constantly misrouted to the Farragut office.

“It was constant, and a huge challenge,” she recalls. “My doctors would get calls when they weren’t on call, and ask me, ‘Why am I getting this?’ It would usually happen right around the time we were leaving. Luckily it didn’t happen at 3:00 a.m. very often.”

Sairy spent a lot of time working with the answering service to figure out why the errors kept occurring. However, the vendor was never able to explain or, more importantly, resolve the situation.

Streamlined contacts, process transparency and HIPAA compliance at half the cost

IPC/Senior Care of Colorado is a hospitalist practice specializing in geriatric patients. Around 50 practitioners care for patients in more than 100 facilities, which include primary care clinics, hospitals and medical centers, skilled nursing facilities, long-term care facilities, independent living residences and short-term rehab centers.

Before PerfectServe, contact between triage nurses, clinicians and client facilities was time-consuming and complex, often taking an hour or more to complete the cycle. Also, relaying the information through a third party increased the potential for miscommunication. Protected health information (PHI) was not always locked down.

With PerfectServe, staff in all the client locations are able to contact practitioners directly, single number and be assured that they will reach the right practitioner. Each clinician decides how to accept his or her own contacts. Emergency calls go through the triage station so that they can be addressed immediately.