Case Study: Advocate Medical Group achieves 96% physician adoption and streamlined secure care-team communication with PerfectServe

Care team collaboration praised at Advocate Medical Group with implementation of PerfectServe

Advocate Medical Group, a Chicago-based, physician-led medical group with over 1,500 clinicians across more than 200 sites, opened a centralized contact center to provide 24/7 coverage for 500 physicians but found its legacy messaging technology was insecure and unable to support meaningful, timely communication. Seeking a HIPAA-compliant, automated solution that would enable asynchronous voice and text messaging and reduce unnecessary interruptions, Advocate Medical Group selected PerfectServe’s secure communications platform.

PerfectServe implemented automated routing and secure messaging, working closely with AMG through design sessions, physician engagement, and a gradual rollout to tune workflows and on-call rules. The phased approach brought 500 providers on board in 2015, drove adoption to 96% among the targeted physicians, and increased recorded interactions from 481 to 4,600 over the year, while enabling smoother on-call coverage and more efficient, compliant clinical communications.

Advocate Medical Group

Jennifer DeBruler

Medical Director