Case Study: Balboa Nephrology Medical Group achieves streamlined, HIPAA-compliant clinical communications with PerfectServe

Streamlining secure communications across the continuum of care

Balboa Nephrology Medical Group (BNMG), a 35-physician practice managing dialysis for about 2,400 patients across 35 dialysis centers, 17 clinics and 13 hospitals, needed to modernize clinical communications to protect PHI, move away from pagers and unreliable answering services, and create a single solution that worked across inpatient and ambulatory settings. After evaluating options, BNMG selected PerfectServe’s clinical communications platform and implemented it beginning with a five-physician pilot in September 2013.

PerfectServe delivered a cloud-based, secure routing platform that uses a customizable rules engine to route voice, text and system messages and houses data on PerfectServe servers to ensure HIPAA compliance. The rollout replaced pagers and answering services, enabled daily analytics on call volume and response times to improve accountability and staffing, streamlined workflows (custom menus for dialysis handoffs, on-call access, distribution groups), and freed staff time for patient care — all implemented quickly and without significant patient complaints.

Balboa Nephrology Medical Group

Patrick Hoz

Director of Practice Operations