Simplifying Complex Resident Communication Workflows

Clinicians favored text messaging over pagers

Like many other health systems in the U.S., Mercy St. Vincent Medical Center’s most common communication channels for physicians were operators, phones and pagers. The emergence of text messaging as a fast and easy way to communicate quickly became the “path of best efficiency,” especially with residents at St. Vincent.

Read this case study to learn more about how Mercy St. Vincent’s solved the issue of an outdated pager system with a highly adopted, secure text messaging solution, that accelerated speed to care and improved physician satisfaction.

Ochsner Health Anesthesia Department: Increasing Physician Satisfaction by 30%

Ochsner Health’s Anesthesia Department was spending 60 to 75 hours per month manually creating and publishing their department’s schedule using an Excel spreadsheet. After evaluating available scheduling solutions with an eye toward increased efficiency, their Anesthesia Department implemented Provider Scheduling powered by Lightning Bolt.

Key Results: 

  • Time savings for schedule creation and time-to-publish
  • Equitable distribution of weekend shifts
  • Reduced burnout and turnover
  • More vacation days granted
  • Increased Press Ganey scores (signifying an increase in physician satisfaction)


Governance Strategies for Clinical Communication: Carilion Clinic

Governance Strategies for Clinical Communication: Carilion Clinic

Hennepin Healthcare is an integrated health system in Minnesota with over 7,300 employees. Hennepin relied on pagers to communicate between their main hospital and over 50 primary care clinics.

Carilion implemented PerfectServe’s Clinical Collaboration solution to ensure HIPAA compliance with text messaging. Although the initial deployment was governed by system-wide policies, it became clear over time that specific governance over Clinical Communication was needed to ensure consistent use and standardization.

Several lessons were learned along the way including:

  • Establish weekly committee meetings with key stakeholders
  • Plan for ongoing maintenance, training, and education
  • Create policies for patient- or user-specific data needs

Read this case study to learn more.

Hennepin Healthcare: Bridging Communication Gaps Through Smartphone Adoption

Hennepin Healthcare turns the page(ers), implements smartphone solution for better communications

Hennepin Healthcare is an integrated health system in Minnesota with over 7,300 employees. Hennepin relied on pagers to communicate between their main hospital and over 50 primary care clinics.

The demands for tracking messages, updating communication data in the EHR, and returning phone calls were consuming more than 40% of nurses’ time per 12-hour shift. Plus the inability to provide in-depth and real-time updates on patient status from one physician to another led to dangerous breakdowns in communication. The issues:

  • Pagers weren’t HIPAA compliant
  • Pagers didn’t enable two-way communication
  • Pagers couldn’t escalate alerts
  • Pagers didn’t indicate priority
  • Pagers didn’t integrate with other systems

Discover how Hennepin Healthcare solved these issues with a modern, cloud-based clinical communication texting tool.

Hospital for Special Surgery (HSS)

Based in New York City with locations in Long Island, New Jersey, and Connecticut, Hospital for Special Surgery (HSS) is the premier academic medical center in the United States focused on musculoskeletal health. With 3,500 users spread across 175 clinic locations, fast and effective communication was not always easy for HSS. To remedy this problem, HSS worked with PerfectServe first to deploy its automated answering service solution across all clinic locations, and about six months later, PerfectServe’s Clinical Collaboration solution was implemented at its main hospital location in Manhattan.

HSS is known for innovative thinking, and by teaming closely with PerfectServe on a variety of projects, the results they’ve seen with widely adopted and deeply integrated clinical communication technology are powerful.

Highlights include:

  • Faster clinician response times
  • Automation of tedious manual workflows
  • Improved clinician satisfaction
  • Higher HCAHPS scores
  • Accelerated patient throughput
  • Reduced overhead costs
  • Consolidation of on-call schedules

Tower Health Emergency Medicine: Automating and Optimizing Provider’s Schedules

Tower Health’s Emergency Department’s previous scheduling software could not accommodate the complexity and dynamic updates needed for their provider’s schedules. They switched to Provider Scheduling powered by Lightning Bolt. The need for changes to the schedule decreased due to the software’s ability to auto-generate accurate and optimized schedules, with providers’ individual preferences accounted for and more.

Key Results: 

  • Reduced time spent building and managing schedules
  • Improved work-life balance
  • Increased provider satisfaction


Prisma Health: Enhances Patient and Provider Experiences Through Improved Clinical Communication Workflows

Prisma Health, managing 8 inpatient hospitals, over 100 outpatient facilities, and more than 15,000 care team members, realized the need to streamline and optimize communication and collaboration tools was becoming critical. Prisma clinicians were wasting over 28 hours every shift attempting to communicate with one another. Recognizing this need for improvement, Prisma worked with PerfectServe (Telmediq) to design and implement a clinical communication system that provided efficient access to clinicians and clinical data.

Key Results:

  • Improved patient and clinician satisfaction
  • Enhanced paging functionality
  • Streamlined scheduling and communications
  • Reduced care delays with integration to the EHR
  • Automatic message escalation
  • Auditability and continuous improvement

Children’s Hospital & Medical Center Omaha: Centralizing Provider Scheduling Across an Enterprise

By implementing Provider Scheduling powered by Lightning Bolt, CHMC was able to consolidate their vendor footprint, bringing providers from across the hospital’s vast network together on a centralized scheduling solution. This enhanced visibility for care teams and administrators led to improved patient safety, significant time savings, and streamlined scheduling workflows.

Key Results:

    • Enhanced Visibility and Patient Safety
    • Time Savings
    • Streamlined Scheduling Workflows
    • Improved Ability to Contact On-Call Providers

EMR Embedded Communication
Improves Efficiency

In 2020, The University of Tennessee Medical Center (UTMC) sought to build upon the strong performance of PerfectServe’s CC&C solution by integrating it with the electronic medical record (EMR) to further streamline communication workflows. The primary goals were to increase clinician satisfaction and speed up patient care—objectives underscored by the COVID-19 pandemic.

Key Results:

  • Substantially Decreased Time to Initiate Communication
  • Effectively Increased Nurse and Provider Satisfaction
  • Drove Significant Annual Savings
  • Achieved Excellent Adoption and Engagement Rates

Read Case Study

McLaren Health Care: How a Critical Healthcare Solution Go-Live Goes Virtual

Over the course of one year, four McLaren regions successfully launched PerfectServe. As the fifth and final phase of deployment began, covering about 630 beds across five McLaren sites, COVID-19 struck. Prioritizing patient safety, McLaren and PerfectServe pivoted the plan to a remote approach. Read what we learned.

  • Successful Remote Training and Launch
  • Increased Provider Engagement at Launch
  • High Volume of Messages Communicated
  • Unprecedented Flexibility and Team Collaboration