Case Study: Munroe Regional Medical Center achieves faster, more reliable consultant care with PerfectServe

Munroe Regional Medical Center - Customer Case Study

Munroe Regional Medical Center (MRMC), a 421-bed not-for-profit community hospital in Ocala, FL, faced unreliable, resource-intensive physician contact processes—handling more than 150,000 calls per year through a homegrown telephone/answering service system that created delays and backlogs for consultant notifications, especially on nights and weekends. Leadership selected PerfectServe’s Clinical Collaboration platform (including Dynamic Intelligent Routing) to standardize and streamline clinical communication.

PerfectServe’s cloud-based solution provided single-extension calling, web texting, preference-based routing, and analytics; after reinforcing use for consult requests, MRMC cut the consult contact process from 17 steps to six, increased web contacts from 2% to 51%, reduced clerical labor from 72 to 46 hours per day (about $232,000 annual savings), decreased call-cycle time, and improved ED throughput to meet door-to-physician and door-to-discharge targets.

Munroe Regional Medical Center

Diane Coleman

Performance Improvement Manager