Case Study: Premier Surgical Associates achieves secure, efficient clinical communication with PerfectServe

Complex practice Premier Surgical Associates improves clinical communication with a customized solution

Premier Surgical Associates, the Knoxville area’s largest surgical practice with 28 surgeons performing more than 15,000 procedures a year and seeing about 1,000 patient visits weekly, faced growing frustration with a generic answering service that delivered wrong or incomplete messages, lacked HIPAA-secure workflows, and couldn’t handle their complex on-call and multi-hospital scheduling needs. After evaluating options, they turned to PerfectServe and its communications platform to find a customizable, secure alternative.

PerfectServe implemented a tailored solution—secure mobile app and web portal messaging, centralized scheduling, customized after-hours transcription templates, and automated routing to the on-call physician—and rolled it out across the organization in about four months. The result was faster, HIPAA-compliant communication, improved visibility for staff (who are copied on after-hours messages), better billing capture for consults, and wide adoption by mid‑April; Premier credits PerfectServe’s flexibility and quick adjustments for eliminating many prior complaints and streamlining their workflows.

Premier Surgical Associates

Matt West

Chief Operating Officer