Case Study: Rutland Regional Medical Center achieves 75% faster call handling and $35K annual savings with Spok Care Connect

Rutland Regional Medical Center - Customer Case Study

Rutland Regional Medical Center (RRMC), a 144-bed community hospital in Vermont with over 1,600 staff and 242 providers, relied heavily on paper-based processes and disparate tools for call-taking, code logging and on-call scheduling. Operators used desktop flip-file directories, faxed daily on-call sheets, and logged codes in a Microsoft Access database, which created inefficiencies, inaccurate after-hours schedules and an administrative burden on staff.

In April 2019 RRMC implemented Spok Care Connect (operator console/contact center, enterprise directory, on-call scheduling and call recording) to centralize staff and patient information, automate code logging and bring the answering service in-house. The platform eliminated most paper records, enabled self-service access, reduced average call handling time from 43 to 18 seconds (a 75.3% decrease), delivered roughly $35,000 in annual savings, and improved workflow and accuracy despite a 22.4% increase in call volume.

Rutland Regional Medical Center

Jim Greenough

Vice President Corporate Support Services