Southwest Cancer Center
Improved patient and physician satisfaction; cost savings of over $1,100/mo
Replacing their live answering service with PerfectServe’s automated solution saved Southwest Cancer Center more than $1,000 per month while boosting physician satisfaction and patient experience.
Southwest Cancer Center, a small medical practice serving around 100 patients per day in Orlando, Florida, specializes in comprehensive cancer treatment and care.
Their patients frequently need to communicate with the office after hours, but the practice’s expensive live answering service was prone to making mistakes that interrupted critical patient-to-physician communications.
Often, urgent messages were delayed, routine messages were unnecessarily given high priority, and some messages were simply lost.
After five years of struggling to work with their live answering service, everyone at Southwest Cancer Center – including the physicians and the practice manager Cara Bertone – were ready for a change.
“Our front desk staff was routinely getting yelled at by patients who were frustrated about the lack of response they had received,” Bertone said. “We weren’t happy, and we were looking around at other options.”
After learning about PerfectServe’s automated call routing capabilities, Bertone decided to replace her traditional answering service with PerfectServe.
“From the start, PerfectServe was really helpful and listened to our needs,” Bertone said. “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 build a custom set of routing rules for patient messages that incorporated each physician’s preferred contact method.
Rather than relying on a live call center representative to take messages, determine which ones are urgent and then interpret the call schedule to see which provider should receive them, PerfectServe records the patient’s message and uses a series of automated prompts to determine who should receive the message and when.
PerfectServe holds routine messages until the next day and directs urgent messages to the right on-call provider.
“All I had to do was provide PerfectServe with the physicians’ names and schedules and determine the language to be used when the phone would be answered after-hours,” Bertone said. “It was very simple.”
PerfectServe’s accurate and reliable after-hours solution has improved both physician satisfaction and patient experience at Southwest Cancer Center.
Physicians receive all patient messages on their smartphones through the PerfectServe app, which masks their personal phone numbers so they can return urgent patient calls without sacrificing their privacy.
“Now that patient messages are being delivered in real-time directly to our physicians, meaning they’re no longer delayed until the next day, we’re seeing far fewer patient complaints,” Bertone said.
“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 in a time of need is so critical to their positive experience with us.”
Additionally, because PerfectServe has flat-rate pricing and no hidden fees, replacing their old answering service with PerfectServe saves Southwest Cancer Center around $1,100 per month.
“The switch has been amazing,” Bertone said.