Case Study: Piedmont Healthcare Foundation achieves a 21% cost reduction and standardizes after-hours services with PerfectServe

Piedmont Physician’s Group consolidates answering services for reduced costs and improved physician satisfaction

Piedmont Healthcare Foundation, a large Georgia health system serving nearly 2 million patients, faced inconsistent and costly after‑hours communication across an expanding employed physician base that had been using 13 different answering‑service vendors. To standardize care, reduce operator error, improve physician and patient experience, and control spend, Piedmont Healthcare Foundation selected PerfectServe’s automated answering‑service replacement for after‑hours coverage.

PerfectServe implemented a centralized, automated after‑hours platform that masks patient numbers, delays nonurgent messages until business hours, enables real‑time schedule changes via the app, and routes calls to covering providers to eliminate human error and speed clinical response. As a result, PerfectServe helped Piedmont Healthcare Foundation reduce costs by 21%, boost physician satisfaction, improve clinical efficiency, standardize the patient experience, and convert variable expenses into a lower fixed cost while ensuring HIPAA‑compliant communications.

Piedmont Healthcare Foundation

Ryan Bowcut

Executive Director of Operations