Case Study: McLaren Northern Michigan achieves faster critical messaging and higher physician satisfaction with Spok Care Connect

Mclaren Northern Michigan - Customer Case Study

McLaren Northern Michigan, a 202-bed regional referral center in Petoskey, Mich., faced a growing challenge: physicians wanted critical messages routed to their smartphones as well as—or instead of—pagers. As a long-time Spok customer whose contact center fields roughly 350,000 calls a year, McLaren needed an upgrade to its operator console and web solutions to support physicians’ device preferences and maintain high-quality, timely communications.

Working with Spok’s Professional Services Group, McLaren implemented an upgrade to Spok Care Connect that enabled messaging to both the in‑house paging system and physicians’ smartphones, addressed campus wireless coverage gaps, and included operator training. The transition was smooth and nearly immediate, boosting physician satisfaction, improving caregiver communication and care coordination, and reinforcing the contact center’s value to the health system.

Mclaren Northern Michigan

Betty Jo Ladd

Call Center Team Lead