Case Study: Southwest Cancer Center achieves fewer answering-service errors and $13K/year cost savings with PerfectServe’s Answering Service

Southwest Cancer Center’s answering service replacement improves physician and patient satisfaction with big cost savings

Southwest Cancer Center, a multidisciplinary cancer treatment facility in Orlando, FL, struggled with a costly live answering service that frequently delayed urgent messages, misprioritized routine calls, and sometimes lost messages—interrupting critical patient-to-provider communication. After five years of issues, the center selected PerfectServe’s Answering Service to replace their traditional answering service and improve after-hours patient contact.

PerfectServe implemented a fully automated Answering Service with custom routing rules, provider schedules, and the PerfectServe app so messages reach the correct on‑call provider every time while nonurgent messages are held until morning and caller IDs are masked for privacy. The switch reduced patient complaints, improved provider and patient experience, and cut variable costs by about $1,100 per month (over $13,000 per year), according to Southwest Cancer Center.

Southwest Cancer Center

Cara Bertone

Practice Manager