Case Study: St. Dominic Hospital achieves under 3% call abandonment and faster emergency response with Spok Care Connect

St. Dominic Hospital - Customer Case Study

St. Dominic-Jackson Memorial Hospital, a 535-bed acute care facility in Jackson, Miss., faced a critical communications breakdown when smoke from nearby construction made the PBX office unusable. The hospital’s centralized contact center—seven full-time operators handling about 2,400 calls a day on a system last updated in 1997—relied on manual processes and had no backup or remote flexibility, creating a risk to 24/7 operations and patient service.

The hospital implemented Spok Care Connect and Spok Mobile, giving operators a web-based directory, one-click call handling and transfers, and streamlined emergency alerting. The new system cut call abandonment to under 3%, shortened emergency activation and training times (from two months to two weeks), improved operator satisfaction and efficiency, and enabled more reliable, secure communication across the organization.

St. Dominic Hospital

Kevin Spera

Director of Patient Experience