Case Study: Summit Medical Group (Farragut Family Practice) achieves seamless after-hours routing and 24/7 support for 600+ patients with PerfectServe Answering Service

Routing After-Hours Patient Requests Across Multiple Practices

Summit Medical Group’s Farragut Family Practice faced frequent after-hours misrouting and privacy issues while sharing on‑call duties with multiple practices that each kept different hours. The practice’s antiquated answering service often routed emergency and nonemergency calls incorrectly (notably between 4 and 5 PM), relayed messages to providers’ personal phones, and left providers without caller ID protection. To address this, FFP selected PerfectServe’s Answering Service.

PerfectServe implemented its Answering Service with Caller ID Protection, Dynamic Intelligent Routing, and location‑independent accessibility, migrating workflows from the prior vendor and integrating call schedules across Summit sites. The solution let admins update on‑call schedules remotely, masked provider numbers, and routed 600+ patients per week accurately 24/7. As a result, PerfectServe eliminated routing errors across four locations, improved response times and provider satisfaction, and stopped patient complaints.

Summit Medical Group

Sairy Martocci

Site Manager