Case Study: University of Tennessee Medical Center achieves rapid follow-up scheduling and reduced readmissions with PerfectServe

Streamlined follow-up appointment scheduling aims to reduce readmissions

The University of Tennessee Medical Center’s Catheterization Laboratory and Cardiovascular Recovery Unit faced inefficient, time-consuming follow-up appointment scheduling that often left patients waiting or discharged without appointments—raising the risk of missed wound care, medication noncompliance, and costly 30‑day readmissions. To address this, University of Tennessee Medical Center implemented PerfectServe, a secure clinical communications platform, to coordinate discharge scheduling more reliably and quickly.

Using PerfectServe, medical assistants send appointment requests to the person currently available to schedule and an automatic escalation notifies supervisors if requests aren’t completed within 30 minutes. PerfectServe’s solution has enabled the team to consistently secure follow-up visits before discharge, eliminated all‑day scheduling delays, and reduced phone calls between the cath lab and cardiologist offices by about 4,000 in one year—improving efficiency, staff collaboration, and adherence to best practices.

University of Tennessee Medical Center

Becky Newport

Nurse Manager