Case Study: McLaren Health Care achieves a successful virtual go-live and improved patient safety with PerfectServe Clinical Collaboration

How a Critical Healthcare Solution Go-Live Goes Virtual

McLaren Health Care, a $6 billion health system with 15 hospitals and more than 90,000 network providers, faced a critical communication challenge after a sentinel event and chose to implement PerfectServe’s Clinical Collaboration solution alongside a new Cerner EMR to prevent dangerous lapses. The phased, year‑long rollout required precise timing across regions and the planned final deployment (about 1,000 beds across five sites) was threatened when COVID‑19 suddenly constrained resources and on‑site activity.

PerfectServe pivoted the go‑live to a fully virtual approach, providing video training, a daily video chat bridge (7 AM–10 PM), daily stakeholder calls, 24/7 clinical consulting, workflow redesigns, and integrations with Cerner and Active Directory to support remote adoption. The remote launch drove strong measurable results: on day one 88% of providers were registered, 95% of staff schedules were loaded, and 225+ conversations occurred, delivering rapid adoption, improved communication routing, and tangible patient‑safety process improvements.

McLaren Health Care

Norman Chapin

Chief Medical Officer