Customer Communication FAQs
Lightning Bolt and CareWire Acquisition News
What is being announced?
On Tuesday, February 5, PerfectServe will issue a press release announcing the acquisition of Lightning Bolt Solutions, an AI-optimized physician shift scheduling technology, and CareWire, a mobile patient engagement platform.
What is PerfectServe’s ultimate vision?
PerfectServe’s ultimate vision is to build the care team collaboration platform of the future by unifying the entire care team across the continuum, from inpatient, to outpatient, to patients at home. The acquisitions of Telmediq, Lightning Bolt and CareWire represent the next phase in PerfectServe’s strategic development.
By capitalizing on advancements in mobility, AI and analytics, organizations will be able to improve time to treatment, throughput, outcomes and patient satisfaction. A scalable cloud-based architecture ensures that clinical communication is available during EMR, WiFi and power outages.
Our goal is to eliminate the waste inherent in care delivery workflows and make it easy for clinicians to overcome persistent care coordination challenges that have existed in the industry for years.
You guys have made a lot of acquisitions in the past few months. How are you going to absorb this much change so quickly?
The pace at which we have made acquisitions is different than the pace that will drive integration activities. We will proceed carefully and diligently to ensure that things are thoughtfully executed. In addition, we have the financial backing needed to resource initiatives appropriately.
Why did PerfectServe acquire Lightning Bolt?
Lightning Bolt’s AI-optimized physician shift scheduling is an ideal complement to the PerfectServe solution because it further improves communication workflows and increases the timeliness of patient care by improving access.
Combined with PerfectServe’s superior workflow engine, practice communications management expertise, scalable architecture and impressive customer base, we are poised to help care teams overcome collaboration barriers and workflow challenges that exist throughout the continuum.
What are Lightning Bolt’s features?
Lightning Bolt’s AI-powered system easily manages thousands of physician shift schedules across multiple departments and facilities. Combinatorial optimization ensures that system-wide rules are applied for consistent, efficient calendars in each department. System features include:
- Automatic generation of the best possible physician shift schedules based on your unique requirements
- Centralized, mobile calendars in real time
- Manages call lists connected to secure messaging
- Automated processes for time-off and shift swap requests
- Detailed data for analyzing the performance of shift schedules across a large system
What are the benefits of the Lightning Bolt solution?
Lightning Bolt optimizes the physician scheduling workflow with automation technology that brings balance to complex scheduling variables. Lightning Bolt benefits include:
- Work-Life Balance
- Serves physician needs while ensuring optimal coverage
- Considers evolving and varying definitions of work-life balance
- Increases provider job satisfaction and retention
- Optimizes every step of scheduling workflow
- Auto-generates most efficient schedules for a balanced and productive hospital workforce
- Increases provider utilization
- Patient Access
- Optimizes clinical schedules by aligning calculated patient demand with care team capacity
- Ensures delivery of the right care at the right time from the right provider
Are the original Lightning Bolt staff still with PerfectServe (has knowledge been retained)?
Yes, all the Lightning Bolt staff have joined PerfectServe; retention has been a significant priority throughout this transition.
Why did PerfectServe acquire CareWire?
Patient engagement is a growing market need, and CareWire is an ideal complement to the PerfectServe solution because it unites patients—and their family members—with the clinicians who care for them across all service settings, providers and networks.
Bringing PerfectServe and CareWire together provides doctors, nurses and patients with the single-platform solution they require.
What are the advantages of CareWire?
First and foremost, CareWire is a text-first, mobile patient engagement platform that supports the ability to communicate with about 85% of an organization’s population – regardless of age or socioeconomic status – immediately upon implementation. Secure links allow patients to safely exchange protected health information and conduct conversations with their care team members through a HIPAA-compliant web application.
CareWire has achieved great adoption by communicating with patients using personalized, precisely-timed, service-specific education, instructions and alerts before and after patient care encounters.
The CareWire platform leverages Social Determinants of Health to drive interactions tailored to the unique needs of your patients.
Clients benefit from improved patient adherence, and increased adoption of patient portals and native applications as a result of CareWire’s episodic and/or long-term communication pathways.
CareWire supports clients across all settings of care including hospitals, integrated delivery networks, practices, clinics, surgery centers and payers.
How does this solution work? Is there an app?
No, there is not a mobile app, which is why up to 85% of patients can be reached immediately after launch. Basic information is shared via text, and if further conversation is required, patients are directed to a secure web application for HIPAA-compliant messaging.
How do you reach the elderly and lower socioeconomic patient population?
A key component of CareWire’s mission is to reach as many individuals as possible regardless of socio-economic status or age. This principle has guided development efforts and is the primary driver of the text-first approach – no apps are required to take advantage of this powerful capability.
Throughout CareWire’s history, the solution has interacted with millions of patients across demographic bands and socioeconomic statuses and has delivered exceptional results regardless of where a person falls within those spectrums.
For example, the reach rate for Medicaid patients is greater than 80%, and for seniors it’s greater than 65%. Solution persistence (i.e., patients that continue with the CareWire channel over time) is higher for these two populations (94 to 96%) than the 92% seen on average across the entire CareWire population.
With regard to the older demographic, it is notable that CareWire has been the exclusive provider of mobile messaging services for Miracle-Ear across their 1,200-plus location in the US and Canada for the last 4-plus years. Miracle-Ear customers have embraced this technology, and it’s now a key part of the Miracle-Ear experience. This relationship has provided tremendous insight into how to most effectively interact with the senior population.
What does this acquisition mean for me?
CareWire is now part of the PerfectServe portfolio and can help organizations improve care in the following ways:
- Encounter Navigation: Provides patient and family support before, during and after appointments and procedures by providing reminders, instructions, resources and support
- Readmission Risk Reduction: Procedure-specific diagnostic questions sent to patient to assess recovery progress and understanding of treatment plan after discharge and throughout recovery
- Chronic Condition Management: Surveys, reminders, encouragement, education and patient self-reporting of relevant physiological values
- Satisfaction Insights: Surveys that increase opportunity for service recovery, and data that can be viewed by provider service, encounter type, appointment day and time, and patient demographics
- On-Demand Secure Messaging: Bi-directional, staff-initiated secure text messaging with the patient
Visit PerfectServe’s Patient Engagement page to learn more.
How would my staff interact with the solution / how does it work?
Communication protocols and care team/staff workflows are established during implementation (e.g., new patient appointments, colonoscopy procedures, diabetic patient panels, post-discharge follow-up). The solution is integrated with your Scheduling and ADT applications, which trigger the communication pathway. Case Managers or other care team members as assigned use a browser-based dashboard – the Mobile Communication Manager - to monitor responses and identify patients requiring individual follow up.
A primary function of the application is to alert staff to patient exceptions and focus precious resources on those that require personal intervention to stay on course.
Physician interaction with the system typically revolves around analysis of patient satisfaction data (for those using this feature).
Are the original CareWire staff still with PerfectServe (has knowledge been retained)?
All the operational, development, implementation and support staff have joined PerfectServe and intend to remain with the company; retention has been a significant priority throughout this transition.