Case Study: WakeMed Pediatric Endocrinology routes 97% of inbound messages to the on-call provider with Proficient Health's PH Connect

WakeMed Pediatric Endocrinology Automates Message Routing and Speeds Up Patient Care

WakeMed Pediatric Endocrinology, part of WakeMed Physician Practices, was facing frequent misdirected pages—referrers contacted the provider they knew rather than the on-call clinician, causing delays, interruptions during vacations, and uneven workloads when new partners joined. To solve this, they engaged Proficient Health and its PH Connect platform.

Proficient Health built and maintained an on-call role ("Pediatric Endocrinologists On-Call") in PH Connect, trained ED staff and community providers to message the role instead of individual names, and allowed off-duty physicians to mark themselves unavailable so messages auto-forward to the on-call provider. The result: 97% of inbound messages now reach the on-call clinician (100% during a new partner’s first week), response times are typically within five minutes, and interruptions and care delays have been significantly reduced.

WakeMed