Case Study: Leading Ear, Nose, and Throat Medical Company achieves seamless patient call management with PerfectServe

How To Enhance After-Hours Calls to Boost the Patient Experience

Leading Ear, Nose, and Throat Medical Company, a recently established ENT practice in East Tennessee, faced ineffective patient call management: a centralized live answering service frequently lost messages and failed to connect callers to the correct on‑call provider just as the clinic’s physician was about to go on vacation. The practice adopted PerfectServe’s Practice Communication — Answering Service to replace the live service and restore reliable message tracking and routing.

PerfectServe configured a custom on‑call schedule, phone tree and workflows, delivered staff training, and went live in under three days; providers adopted the PerfectServe mobile app to listen to voicemails and use one‑touch callbacks. As a result, PerfectServe eliminated lost messages, ensured urgent and non‑urgent calls route to the right clinician, improved the patient calling experience, and achieved measurable outcomes including a sub‑three‑day rollout and full provider adoption of the PerfectServe solution.