Case Study: Hospital for Special Surgery improves clinical communication and patient satisfaction with PerfectServe Clinical Collaboration

Hospital for Special Surgery reduces rapid response wait times to 40 seconds with PerfectServe

Hospital for Special Surgery (HSS), a premier academic medical center, sought to improve care team communication and coordination to enhance patient outcomes and satisfaction. To address the challenges of manual processes and delayed responses, HSS partnered with vendor PerfectServe to implement its Clinical Collaboration solution.

PerfectServe's solution integrated with Epic and Active Directory to automate and streamline critical communications. This resulted in faster response times, including critical lab results being acknowledged in as little as seven seconds and rapid response wait times reduced by 73%. The measurable impact included a rise in patient satisfaction scores and the system now handles 8,000-10,000 monthly conversations with an average response time of under 3.5 minutes.

Hospital for Special Surgery