Case Study: VCU Health System achieves faster, secure clinician communications and 15% reduced call-handling time with Spok Care Connect (Spok)

VCU Health - Customer Case Study

VCU Health, a 789‑bed academic medical center and the region’s only Level I trauma center, needed to improve clinical communication to support its mission of restoring health through innovation. Rapid growth exposed inefficient workflows across clinicians and a busy contact center—handling roughly 7,100 calls and 15,500 pages daily—leading to delayed messages, coordination challenges for complex patients, overloaded agents, and clinician frustration.

VCU Health partnered with Spok to deploy Spok Care Connect® for secure messaging across smartphones, pagers, and computers, integrate alerts with the EHR, and consolidate contact center operations for 225 agents. The integrated solution enabled faster, automated patient alerts and easier clinician collaboration, cut average call‑handling time by 15%, brought answering services in‑house to reduce costs, eased clinician burnout, and earned a Spok Innovation Award.

VCU Health System

Don Smith

Operations Manager