Case Study: Bon Secours Mercy Health improves pharmacy communication and response times with PerfectServe

Bon Secours Mercy Health improves pharmacy response with PerfectServe, 80% of calls under 1 minute

Bon Secours Mercy Health's Rappahannock General Hospital faced significant communication gaps with its pharmacy department. The pharmacy relied on a limited number of zone phones, leading to frequent unanswered calls, delays in patient care, and an inability for pharmacists to leave the department without missing urgent requests. To address this, the hospital utilized PerfectServe's clinical communication platform as part of its system-wide Project Voyager initiative.

PerfectServe implemented an automatic call rollover system for the pharmacy's main line, which forwarded unanswered calls to an "All Staff" role that simultaneously rang all signed-in, shared mobile devices. This solution ensured pharmacists were reachable in real time even when away from the department. The results were highly impactful: in nine months, 183 calls were forwarded, with over 80% resolved in under a minute. The average call time was 45 seconds, demonstrating PerfectServe's role in drastically improving communication speed, efficiency, and accessibility for clinicians.

Bon Secours Mercy Health