Case Study: MemorialCare cuts physician callback time 68% and reduces overtime with PerfectServe

Using PerfectServe to enable secure, rapid clinical communications

MemorialCare’s Orange Coast Memorial Medical Center, a 218-bed not‑for‑profit hospital in Fountain Valley, CA, faced inefficient clinical communications that slowed care and increased costs. Nurses spent excessive time locating on‑call physicians via paper lists, EMR lookups, and answering services, leading to long callback waits, overtime, unsecure texting on personal phones, ED throughput delays and occasional diversions. To address these challenges the organization selected PerfectServe for secure, rapid clinical communications and routing.

PerfectServe was implemented in 2012, integrating a Web/EMR portal, secure texting and automated routing so nurses could contact the right physician in one step. The result: average physician callback time fell 68% to 14.4 minutes, contact cycles completed within two minutes doubled from 11% to 22%, overtime hours dropped by more than 1,000 hours (saving >$56,000 and a 5.2% reduction in overtime), HCAHPS rose 2.4% and pain-control scores improved 4.4%. PerfectServe also streamlined ED flow, reduced overhead paging, increased nursing satisfaction and freed more time for direct patient care.

MemorialCare

Scott Raymond

Executive Director Information Services