Case Study: Methodist Le Bonheur Healthcare achieves streamlined patient transfers and nearly 40% faster bed placement with PerfectServe

How Methodist Le Bonheur Healthcare Streamlined Patient Transfers

Methodist Le Bonheur Healthcare (MLH), a Memphis-based health system with 13,000+ associates across six hospitals and 100+ non-acute sites, faced delays and confusion from a decentralized patient transfer process—outside hospitals didn’t have a single point of contact, calls reached clinicians who weren’t on call, and MLH lacked data on accepted or declined transfers. To address this, MLH partnered with PerfectServe, deploying its Clinical Collaboration & Operator Console and cloud-based call center capabilities as the communication backbone of a new Integrated Operations Center (IOC).

Using PerfectServe’s assignable roles, IVR routing, call schedules and patient directories, the IOC centralizes transfers with 2–4 agents per shift covering 10 queues and a real-time wall board to flex resources. The results: reservation-to-complete time fell nearly 40%, discharge-to-departure at the largest hospital now averages about two hours, bed turnaround times improved, and call wait times are reduced via real-time monitoring—making communication with PerfectServe no longer the rate-limiting step in patient transfers.

Methodist Le Bonheur Healthcare