Case Study: Presbyterian Healthcare Services achieves faster nurse response and higher patient satisfaction with Spok Messenger

Presbyterian Healthcare Services - Customer Case Study

Presbyterian Healthcare Services, New Mexico’s only private not‑for‑profit health system with eight hospitals, 100 clinics and over 10,000 employees, was facing a common problem: nurses spent too much time on secondary tasks and patients complained about slow responses and poor communication, reducing time at the bedside and harming the patient experience.

By integrating Spok Messenger clinical alerting with their Rauland‑Borg nurse call system and routing calls to a support services team, Presbyterian streamlined communication for 377 beds and 1,400 patient calls a day. The change cut formal complaints about delayed call responses by 85% and communication complaints by 75%, reduced nurse response time to 2–3 minutes and improved average patient call answer time to 11 seconds, boosting staff productivity and patient satisfaction.

Presbyterian Healthcare Services

Michelle Jones

Executive Director