Case Study: Mercy Health St. Vincent Medical Center achieves secure, streamlined resident communication and faster clinical decisions with PerfectServe

New Technology Simplifies Complex Resident Communication Workflows

Mercy Health St. Vincent Medical Center, a regional referral and teaching hospital in Toledo with 852 physicians and more than 160 residents, faced insecure, inefficient communication workflows—operators, phones and pagers were the norm while residents increasingly relied on unsecured texting. Seeking a secure, streamlined alternative, the organization selected PerfectServe’s Clinical Collaboration solution to support fast, compliant clinician-to-clinician communication.

PerfectServe implemented a pilot and rolled out its mobile app and Dynamic Intelligent Routing®, with IT and PerfectServe professional services supporting onboarding. The hospital mandated 700 employed physicians and residents to use PerfectServe as their secure communication channel, enabling secure attachments and bi-directional nurse-provider messaging; staff now exchange roughly 15,000 secure messages per month, speeding clinical decision-making and reducing reliance on paging.

Mercy Health

Randall King

CMIO and Chief of Staff