Case Study: WellStar Health System achieves faster patient transfers with PerfectServe Clinical Collaboration

WellStar Health System completes 90% of transfer communications in 5 minutes or less with PerfectServe

WellStar Health System, a major health system in Atlanta, faced challenges in its patient transfer process. Administrators lacked visibility into transfer breakdowns and had no repeatable process for connecting referring physicians with the appropriate specialists, relying instead on inefficient ad hoc communications. To address this, WellStar partnered with vendor PerfectServe to implement its Clinical Collaboration solution.

PerfectServe designed and implemented an intelligent call flow for the transfer center, featuring a single customer service number and rule-based Dynamic Intelligent Routing to connect clinicians based on their specified preferences. The results were dramatic: PerfectServe's solution helped facilitate over 2,600 patient transfers in the first year, with 90% of all transfer communications completed in five minutes or less and an average response time of just 3.5 minutes. This also led to a 30% increase in non-WellStar patients received.

WellStar Health System