Case Study: WakeMed achieves 50% fewer physician-to-physician calls and faster patient care with Proficient Health's PH Connect

PH Connect Helps Create Call Center Efficiencies Through Better Communication

WakeMed Health & Hospitals, whose call center fields roughly 75,000 calls per month across three full-service hospitals, engaged Proficient Health to address inefficient clinician communication and high call volumes. WakeMed implemented Proficient Health’s PH Connect to reduce middle‑man call handling and improve the flow of clinical information between referring and receiving physicians.

Proficient Health deployed PH Connect’s provider-to-provider messaging, ticketing and EHR alert workflows, enabling direct clinician communication and standardized secure messaging. The result: a 50% drop in provider‑to‑provider calls, more than 80 ED arrivals per month arriving with key PCP clinical directives, faster call handling, higher staff satisfaction, optimized resource use, and expedited patient care.

WakeMed

Lisa Forte

Manager