Case Study: MemorialCare achieves 68% faster physician callbacks and $56K+ overtime savings with PerfectServe Clinical Communication & Collaboration (CC&C)

MemorialCare - Customer Case Study

MemorialCare’s Orange Coast Medical Center, a 218‑bed nonprofit hospital in Fountain Valley, faced a fragmented nurse‑to‑physician communication process that delayed care, increased costs, and frustrated staff and patients. To resolve these issues, MemorialCare adopted PerfectServe’s Clinical Communication & Collaboration (CC&C) solution, integrated with Epic and Active Directory, to standardize and simplify clinical workflows.

PerfectServe configured Dynamic Intelligent Routing® to match the hospital’s schedules, trained staff, and enabled one‑touch secure text and voice messaging so nurses could reach the correct on‑call physician quickly. The implementation cut average physician callback time from 45 to 14 minutes (~68% reduction), saved more than $56,000 in overtime, reduced overtime hours by 5.2%, improved HCAHPS by 2.4%, increased pain control by 4.4%, eliminated overhead paging, and boosted nurse satisfaction.

MemorialCare

Tim Hortter

Critical Care Nurse