Case Study: VCU Health reduces call-handling time and improves clinician communication with Spok Care Connect

VCU Health cuts call-handling time by 15% with Spok

VCU Health System faced challenges with inefficient clinical communication workflows, impacting care coordination and contact center efficiency. Their legacy systems led to delayed messages and high call volumes, hindering collaboration among physicians and staff. To address this, they partnered with vendor Spok to implement the Spok Care Connect solution for secure, HIPAA-compliant messaging.

The solution integrated with VCU Health's EHR to automate alerts and centralized contact center operations. Spok enabled faster communication for clinicians and streamlined agent workflows. This resulted in a 15% reduction in average call-handling time, reduced clinician burnout, and lower costs by bringing answering services in-house, ultimately improving patient care coordination and safety.

VCU Health System