What every physician needs to know about PerfectServe...

What every physician needs to know about PerfectServe...

Making sure the right call goes to the right physician at the right time.

An intelligent, interactive call routing process. PerfectServe is an interactive physician contact system that routes calls to the right doctor, at the right time, in the exact way each physician wishes to be reached. What Is PerfectServe? Callers are able to contact any physician or covering physician at any moment in time, simply by dialing a single phone number. Faster, safer nurse-to-physician communications. According to The Joint Commission, communication breakdown is the single greatest contributing factor to sentinel events and delays in care in U.S. hospitals. Because PerfectServe removes steps, decision points and handoffs from your hospital s communication process, calls route faster, with greater accuracy and reliability. Independent validation. An independent study was conducted by the University of Colorado comparing a hospital that uses PerfectServe to ones that do not. The study found that nurses in the PerfectServe hospital experienced: 81% fewer repeat calls to physicians. 10 times more physician contacts completed in 2 minutes or less. PerfectServe is more accurate with no human error. Paul Hatcher, M.D. Urology and Urologic Surgery The reality is, people make mistakes. PerfectServe never does. Arthur Curtis, M.D. Otolaryngology There is no faster, more precise, more accurate or more reliable call management system than PerfectServe. Paula Bruggensmith, M.D. Hospitalist I love the control I have. Now, if people say, I tried to reach you but I couldn t, I know it isn t true, because the process is failsafe. Frank Ross, M.D. General Surgery

How PerfectServe Works... PerfectServe assembles and maintains a directory of your contact preferences for every moment of every day. When a caller attempts to contact you, PerfectServe responds to your rules for that moment in time, automatically assembles the correct call path, and then routes the call appropriately. The need for callers to read and interpret individual instructions on each and every call is eliminated, and with it the potential for human error.

When You Are Contacted By Nurses and Hospital Staff. Enjoy greater precision and control over how you are reached. PerfectServe puts you, the doctor, in charge of your hospital communications instead of vice versa. With PerfectServe, you have more choices, better control and greater efficiency. When you are on-call, you re contacted the way you want. There s no waiting for the nurse. And no waiting for me when I call the department back and the nurse isn t right there. PerfectServe has made me and the hospital staff much more productive. Donald Parnell, M.D. Surgery PerfectServe knows what contact method you ve chosen for every moment of every day, and calls route according to your stated preferences every time. You may route calls directly to your cell phone, home phone or personal office line. Receive voice messages with either immediate or held notification. Or, receive numeric or text pages if you prefer. You will no longer be disturbed needlessly. I have yet to experience a lapse in service or even a single lost message. I know that, no matter what, no call is ever lost. Eric Littleton, M.D. Family Practice PerfectServe knows who s covering when you re not on-call. So calls route appropriately, and you re not disturbed needlessly. You can eliminate time-wasting callbacks that put you on hold. I get the information I need, and it s correct and complete every time. Anthony Bozza, M.D. OB/GYN Because PerfectServe allows you to filter and screen calls, you can make more effective use of your cell phone by choosing to handle urgent patient care calls in real time. This eliminates callbacks that put you on hold while a unit coordinator tries to track down who called you and why.

No more lost messages or consults. With failsafe messaging, PerfectServe monitors when you retrieve a message. So if you haven t responded within a specified period of time, notification escalates automatically intensifying efforts to reach you according to the protocol you define. PerfectServe will re-page you, call or send a text message to your cell phone, or call your home or office back line. Eventually, if you still have not responded, other physicians in your call group can be reached. You establish your own contact profiles. With PerfectServe, you can establish different contact profiles and notification methods, based on the origin, priority and reason for each call. For example, would you be more efficient if calls from the ICU (or L&D, Surgery or the ED) routed to your cell phone in real time, while routine calls from med/surg floors resulted in a voice or text message? PerfectServe lets you decide if you wish to be reached in these ways and more since your contact process is designed around your needs. Easy on-call schedule changes. With PerfectServe, you can change your on-call schedule as often as you like via the Web, or by calling our Client Services Center 24/7. Your call schedule changes are reflected immediately, and calls are routed appropriately. And, because your on-call schedules are built into PerfectServe, you never have to distribute your call schedule or last-minute changes to multiple locations.

One-Number Access to Any Colleague. Direct doctor-to-doctor contact. By dialing your PerfectServe access number, you can contact any colleague on staff, at any time from any location, whether you re on-campus or off. Your calls route automatically based on the preferred contact method of the physician you wish to reach. So you no longer have to keep track of your colleagues whereabouts or personal phone numbers. Know if your colleague is on-call, and, if not, who is covering. PerfectServe saves me several steps per call. Multiply that process by twenty or thirty calls a day, and you can see why PerfectServe makes a huge difference. M. Ryan Moon, M.D. Surgery Colleagues get through to the right doctor every time, with absolutely no time spent on hold. Paula Bruggensmith, M.D. Hospitalist When you call a colleague, PerfectServe tells you if another physician is covering. In most cases, you can choose to contact the desired doctor or the covering doctor, depending on your situation. Prioritize urgent calls from colleagues. Because PerfectServe can distinguish calls from physicians, you can give your colleagues priority access to you routing them straight through to your mobile phone, while treating other calls differently. Thus, your colleagues bypass your office switchboard, automated attendant menus, and answering service. We love being able to leave messages for our associates, and being able to retrieve them either by phone or by email. Karen Malamut, M.D. Allergist

Replace time-wasting pager tag with voice messaging for routine updates. Sometimes you need to have a conversation with a colleague, but other times you only need to convey information. That s where PerfectServe voice messaging can help. PerfectServe lets you send a detailed message to a colleague that you can be assured will be heard personally. Compared to paging and the interruption of a callback PerfectServe voice messaging lets you complete a communications cycle with a colleague and move on. Enjoy the functionality of email over the phone. PerfectServe lets you send voice messages to a group of colleagues at the same time, like email. You can reply to voice messages, forward them to colleagues with your comments added, or forward them to your office staff for action the next business day.

Using PerfectServe in Your Practice. One seamless solution. The PerfectServe initiative represents your hospital s commitment to help you provide the best possible patient care as well as enhance your personal effectiveness. So PerfectServe s hospital-to-physician and physician-to-physician services are provided at no cost to you. As part of this program, optional PerfectServe Practice is available to you at a significant discount. I can shuttle through all the messages and even return phone calls without having to hang up and redial. Robert Otte, M.D. Family Practice Now, with PerfectServe, I can get around caller ID block without revealing my number. Phillip Lipkin, M.D. Plastic and Reconstructive Surgery PerfectServe enables me to call back patients quickly and easily. Once I ve listened to the message, I press a button and PerfectServe makes the call for me automatically. Daniel Rutterer, M.D. Family Practice PerfectServe Practice lets you handle the balance of your patient care communications calls from patients, nursing homes and other hospitals with the same level of accuracy and control as your hospital communications. Replaces your practice answering service and voice mail system. PerfectServe Practice is an interactive call routing application designed around your office workflow. With PerfectServe Practice, you manage your office communications with the same level of control you exercise over your hospital communications. Use it to replace your answering service and conventional voice mail system. Your caller ID privacy is protected. When you return patient calls through PerfectServe, your office caller ID is presented to the parties you call, instead of your home or cell phone numbers. So you never again have to choose between your patients well being and your privacy a difficult choice at best.

Enjoy the convenience of one-button callback. To return a voice message, you simply press a single button. PerfectServe dials the call for you. This allows you to retrieve and return a voice message in a single call. No more awkward hanging up and redialing on-the-fly. No more fumbling for a pen to scribble down callback numbers. Reduced liability exposure. Have you ever been accused of failing to return a call you know you never received? With PerfectServe, you are protected. First, because you can design a contact process that ensures you never miss an important call or fail to retrieve a critical message. And, second, because every call and message transaction is documented for you automatically. So if the question of liability arises, you can prove whether or not a call was received. And for calls you do receive, you can show how and when you responded. One communications source when you re on-call. When you use PerfectServe Practice, you have a single seamless call-routing and messaging source and one place to manage all your on-call schedules and contact preferences.

The Next Step. Making PerfectServe your personal interactive contact system. PerfectServe is customized to fit your communications workflow and personal contact preferences. Please choose one of the following ways to provide PerfectServe with the information required to configure your contact protocols: Fill out the Physician Contact Preference Form and the Practice Profile Form and fax them to 1-877-844-7728. PerfectServe is seamless and simple. It lets you directly connect to the physician you need to reach and it lets you know who s covering if they re not on call. It makes physician contact so easy. Call PerfectServe at 1-877-844-7728 and an implementation advisor will take your information and answer questions. In addition, you may wish to check with your hospital to determine when PerfectServe implementation advisors will be on-site to assist you. Gerard Kortekamp, M.D. Internal Medicine Simply put, PerfectServe helps me be a better, more effective practitioner. John L. Bell, M.D. Surgical Oncology

1225 E. Weisgarber Road Suite 300 Knoxville, TN 37909 877-844-7728 www.perfectserve.com 2007 PerfectServe, Inc. PerfectServe is a registered trademark and PerfectServe Practice is a trademark of PerfectServe, Inc. All rights reserved.