Enhancements expedite clinician-to-clinician communication and enable hospitals to improve coordination of care
KNOXVILLE, Tenn.--(BUSINESS WIRE)-- PerfectServe, a clinical communications system for hospitals and physician practices, now offers speech-enabled services that allow clinicians to quickly connect with physicians and their extenders through voice commands.
With PerfectServe’s new speech-enabled service, nurses and physicians can dial a single number and say the name of any medical staff member to connect to them. If they want to reach a physician on-call but don’t know their name, they can simply say the name of their department (e.g., cardiology).
Jefferson Regional Medical Center, a 373-bed facility in Pittsburgh, Pa., is among the first hospitals to implement the latest version of PerfectServe with the new speech-enabled features.
“Fast and direct communications between physicians, nurses and other clinicians leads to good decisions and better care,” said Dr. Richard Collins, Jefferson’s vice president of medical affairs. “With PerfectServe, the response time of our on-call physicians has improved significantly. And many of our physicians like the fact that it’s so easy to use and helps them be more efficient.”
“Our nurses love PerfectServe because they no longer have to go looking through paper or online directories to find the right physicians and phone numbers,” said Louise Urban, vice president and chief nursing officer for Jefferson. “And instead of spending so much time on the phone, they now have much more time for their patients.”
PerfectServe facilitates fast, accurate and reliable communications because workflow rules, call schedules and contact preferences for every physician are built into the system. Hospitals can use its single network platform and directory to connect every medical staff member with easy access via voice, Web and mobile interfaces. The use of PerfectServe in hospitals addresses a long-neglected problem—the communication breakdowns that often occur when clinicians need to connect with on-call physicians. (For more on this topic, see “Connecting with Physicians: the Hospital Problem No One Talks About.”)
PerfectServe’s voice search capabilities have an 82 percent accuracy rate the first time a caller speaks a name and a 90 percent accuracy rate overall—performance figures that far exceed industry standards. In addition, PerfectServe continually fine-tunes the system’s ability to recognize names on the first call by analyzing caller behavior and call data, then expanding name phonetics to accommodate different accents, dialects and even personal nicknames.
“This advanced voice recognition technology performs exceptionally well in identifying the caller’s intent and becomes more intelligent over time,” said Terry Edwards, chief executive officer of PerfectServe. “We are committed to continually enhancing our service offerings to help doctors and nurses save time and provide better care.”
The PerfectServe system links hospitals and practices in 138 markets across the U.S. and is used by nearly 14,000 physicians. It features intelligent voice, online and mobile solutions that give physicians control over their communications while enabling hospital clinicians and nurses to expedite and improve the coordination of care.
In the next several months, PerfectServe’s new Web interface will be released to enable clinicians to more easily contact physicians and patients and monitor the status of voice, e-mail and text messages.
PerfectServe is an intelligent clinical communications system that routes calls and messages to the right doctor, at the right time, while giving physicians complete control over how they are contacted. Based in Knoxville, Tenn., PerfectServe processes more than 30 million clinical communication interactions each year involving nearly 14,000 physicians. For more information, visit www.perfectserve.com.
Peter Duckler, HLB Communications, Inc.
KEYWORDS: United States North America Pennsylvania Tennessee
INDUSTRY KEYWORDS: Technology Software Telecommunications Practice Management Health Cardiology Hospitals General Health