Case Study: Hospital for Special Surgery (HSS) achieves rapid clinical communication and nurse mobility with PerfectServe

How To Break Down Silos in Communication to Enhance Nurse Mobility

Hospital for Special Surgery (HSS), a leading musculoskeletal academic medical center in New York City, faced siloed departmental communication, difficulty routing calls to the right provider, and reliance on hospital-owned pagers that couldn’t prioritize urgent alerts. To modernize workflows and reduce care delays, HSS engaged PerfectServe to implement its Clinical Collaboration (CC&C) solution.

PerfectServe deployed its CC&C platform—integrated with Epic and Active Directory—transitioning teams from pagers to smartphones, centralizing a searchable contact directory, and using Dynamic Intelligent Routing® and custom workflows to route prioritized alerts to the right clinician. The change dramatically shortened communication cycles: HSS now initiates about 20,000 conversations per month, reads 98.6% of MEWS alerts within five minutes, and sees 91% of PACU and inpatient messages read within 15 minutes.

Hospital for Special Surgery (HSS)