Case Study: Hospital for Special Surgery (HSS) achieves 73% faster rapid response with PerfectServe

PerfectServe’s Clinical Collaboration Solution Drives System-Wide Outcomes at Hospital for Special Surgery

Hospital for Special Surgery (HSS), a leading musculoskeletal academic medical center with 3,500 users across 175 clinic locations, faced slow, fragmented, and insecure clinician communication that delayed care, complicated critical lab result workflows, and contributed to clinician frustration and burnout. To solve this, HSS partnered with PerfectServe and implemented PerfectServe’s Clinical Collaboration solution as an enterprise communication platform.

PerfectServe delivered a unified, secure messaging platform with Dynamic Intelligent Routing and automated on-call and escalation workflows (integrated with Epic), replacing pagers and multiple answering services. The change improved critical-result acknowledgments by 42% (fastest acknowledgment 7 seconds), sped rapid response times by 73% (from 2:30 to 40 seconds), achieved median message-read times of 1–2 minutes, reduced length of stay by 5.2%, and produced significant cost savings (hundreds of thousands annually), while contributing to measurable HCAHPS improvements.

Hospital for Special Surgery (HSS)