It is not business as usual for our clients, and PerfectServe wants to help. Due to the COVID-19 pandemic, healthcare organizations are working quickly to address potential capacity challenges, communication needs, patient education opportunities, clinician staffing shortfalls, and more. We have already supported many clients in their COVID-19 efforts, and we’ve assembled lists of best practices to share with the industry.
We have fielded and executed requests from healthcare organizations of all sizes, including Prisma Health and United Health Services. We’ve learned from these experiences and want to replicate the benefits for other clients at no charge.
Our Offer to Customers
To help during this difficult time, PerfectServe is extending the following to all of our customers:
- Free software and services for Patient & Family Communication (automated patient outreach via text message) for COVID-19 purposes. Carrier message rates may apply.
- Free services to implement best practices for COVID-19 purposes.
This offer applies regardless of the PerfectServe, Telmediq, or Lightning Bolt solution(s) you currently use—Clinical Communication & Collaboration, Nurse Mobility, Patient & Family Communication, Answering Service, Contact Center, or Provider Scheduling. If you’re interested in learning more, please call 866.844.5484, email connect@perfectserve.net, or enter your contact information in the form to the left.
How can this offer help?
Because time is of the essence, we focused the offer on impactful software and services that can be implemented quickly.
With PerfectServe’s Patient & Family Communication (PFC) solution, your health system can engage patients with relevant COVID-19 updates and instructions via text message. Sample PFC use cases that have been implemented recently include:
- Announcing curbside test access to patients. An on-demand message is initiated by nurses in a call center, which points the patient to a specific clinic site. The message instructs the patient to park, call a designated phone number, and wait for a test to be administered at their vehicle.
- Two-way secure messaging with patients. A secure, encrypted messaging interface enables two-way communication with patients. This gives providers the ability to conduct risk or screening assessments to ask about symptoms and monitor responses.
- Informing patients how, when, and where to access care. This includes both physical care access and hyperlinks to existing virtual clinic or telehealth platforms.
- Providing patient education on best practices for disease avoidance and management. This can be as simple as pointing patients to the CDC website.
- Trying to catch potential cases before they walk in the door. Directly after a reminder for an existing appointment is delivered, another message follows that asks the patient to call a telephone number to initiate a phone screening with a clinician if they have flu-like symptoms.
To implement PerfectServe’s PFC platform, customers supply formatted patient lists and data, including patient telephone numbers.
Beyond PFC, we’d also like to facilitate new critical communications to your care teams with free services to implement best practices. Every facility is unique, and we’re extending no-cost assistance to help you implement new workflows, make adjustments to current settings, or otherwise optimize your PerfectServe solution in a way that best supports your organization’s COVID-19 response efforts.
The following have been some of the most common best practices requests:
- Setup or Modification of Team Alerts/Broadcast Groups/Distribution Lists: Multidisciplinary teams for incident response, infection management, and patient tracking have been key to COVID-19 response efforts. PerfectServe has worked with a number of customers to implement new team alerts (also called broadcast groups or distribution lists) or modify existing team alerts by adding members.
- In most hospital settings, the process for communicating specific incident or patient details to a larger care team is manually intensive. These workflows typically have many steps, numerous decision points, and multiple handoffs, creating potential for communication breakdowns and delays in time-sensitive situations.
- Team alerts automate many of the steps in the rapid response process, such as sending notifications to all team members—including team leadership—at the same time. With a single communication, all appropriate care team members are identified and contacted simultaneously, which speeds time to treatment and improves patient outcomes.
- Schedule and Assignment Changes: During a virus outbreak, healthcare organizations may experience unusual fluctuations in patient load, and their own providers are also at increased risk of falling ill or experiencing burnout. Several Physician Scheduling customers have reached out for assistance implementing new assignments and schedules to ensure their facilities are optimally staffed amidst changing conditions.
The above use cases are far from an exhaustive list. Heightened communication is more important than ever in times of crisis, and clinical communication and collaboration solutions make it possible to connect with the right person at the right time to respond more effectively to an emergent situation. Additionally, customers with secure messaging have immediate access to hundreds of thousands of clinicians across the country who also use PerfectServe, providing a network effect that allows communication to transcend the boundaries of your facility.
Bottom line?
We are always grateful for the care that doctors, nurses, and healthcare professionals provide for patients and families, but perhaps never more than now. We are keen to provide assistance to our customers, many of whom are on the front lines of this unpredictable public health crisis.
The PerfectServe team is ready to support your COVID-19 efforts. Please contact us today to get the conversation started.
