Case Study: Banner Health achieves faster critical-code response and improved NICU family communication with Spok Messenger

Banner Health - Customer Case Study

Banner Health, a large nonprofit health system with 25 acute-care hospitals across seven states, faced inconsistent procedures and rising costs in its centralized contact center, which handles 4.2 million calls a year and 24/7 emergency notifications. Manual code-alerting processes forced clinicians to leave patients to call operators and resulted in delays and communication gaps—particularly in the NICU, where minute-by-minute family updates and rapid responses to infants’ changing vitals are critical.

Banner implemented Spok Messenger clinical alerting, integrating it with the existing contact-center platform and nurse‑call systems so codes could be launched electronically and infant-monitor alerts routed to nurses’ voice badges with automatic escalation. The change reduced time to launch critical codes, improved NICU nurse response to vital-sign changes, enabled real-time family communication, and strengthened overall patient care.

Banner Health

Cippy Seidler

Director, Call Center