Case Study: Lima Memorial Health System achieves 85% meds-to-beds capture and 10% patient experience increase with PerfectServe Patient Engagement

How to Improve Medication Access Using Patient Communication

Lima Memorial Health System, a hospital system in Lima, OH, faced gaps in peri- and post-operative communication—exacerbated by COVID-19—leaving family members waiting in cars for updates and increasing stress. To provide both templated automated notices and ad hoc personalized messages, Lima Memorial deployed PerfectServe’s Patient Engagement solution, integrated with PerfectServe Clinical Communication.

PerfectServe enabled care teams to send texts to loved ones’ phones without an app or portal, streamline a “meds to beds” workflow, and automate appointment and procedure updates. The implementation boosted the in-hospital pharmacy capture rate from about 20% to 85% and increased patient experience scores by 10%, while reducing wait-time anxiety for families and speeding discharge with medications and post-op plans—demonstrating measurable impact from PerfectServe’s solution.

Lima Memorial Health System

Stacy Graymire

Executive Director of Nursing