Case Study: Munson Medical Center achieves dramatically faster emergency response and handles rising call volume with Spok

Munson Medical Center - Customer Case Study

Munson Medical Center, a 391‑bed regional referral center and the largest hospital in a nine‑facility network, faced rising communication challenges as call and paging volumes surged with recent growth. A 14‑person switchboard team that supports 100 physician offices was managing more than 1.7 million calls and millions of pages annually using manual lists and processes, making it slow and difficult to find on‑call staff and to rapidly notify responders during critical events.

Munson implemented Spok solutions for emergency notification, operator console, web directory, on‑call scheduling, and secure texting, plus EMR integration to automate paging. The switchboard now handles increased call and paging volumes without added FTEs, speeds emergency responses (e.g., STEMI alerts that pre‑position the OR), tracks and archives communications, and improves clinician satisfaction by delivering consolidated messages to mobile devices.

Munson Medical Center

Mary Klein

IT Customer Support Manager