PerfectServe System Update

The implementation of the PerfectServe System is now complete at all hospitals.  Physicians now have the technology to directly connect to other physicians and providers using the 855-DocLink number or through their PerfectServe mobile app.  As groups begin to fine-tune their contact algorithms, the system is capable of efficiently connecting callers to the provider most needed. 

Problems with cell phone connectivity continue to exist in some areas of the hospitals, particularly for those providers whose cellular carrier is not Verizon. Verizon Wireless has recently connected to the Distributed Antenna Systems (DAS) at WellStar Douglas and Kennestone Hospitals.  The DAS at WellStar Cobb Hospital is near completion.  Other cellular carriers have not yet connected to the DAS system. For those providers whose cellular reception is poor, PerfectServe can mirror some communications to an e-mail to avoid missing connections.

The purpose for the implementation of the PerfectServe system is to enable provider-to-provider conversations about patient care that will improve patient and provider satisfaction.  Early use of the system has identified that some groups continue to structure their contact algorithms to route all calls to an office number or an answering service. Medical Staff leadership continues to work with PerfectServe to construct contact algorithms that respect the existing workflow of the providers, yet does not lose sight of the goal of enabling provider-to-provider conversations about patient care. 

Many providers have identified that texting is an efficient way to deliver messages about patient care between providers. As currently configured, texts are most often sent and received through the existing SMS function on the provider’s cell phone. Because those text messages are not secure, providers are reminded that identifiable Patient Healthcare Information (PHI) should not be included in texts. Because providers cannot control the information in texts that may be received from others, it is strongly recommended that all providers enable a password or PIN number on their phones to prevent the inadvertent disclosure of PHI. WellStar plans to enable the PerfectServe secure texting feature in the near future, which will help to protect patient privacy and protect providers from HIPAA claims. 

An FAQ has been posted on the Medical Staff page on eSource to answer your questions. The PerfectServe Help Desk also is available 24/7 to help with any problems you may be having with connecting to a provider. You can reach the help desk by dialing 855-DocLink and answering affirmatively to the prompt for assistance or pressing the link on your DocLink APP. You are encouraged to use the Help Desk without delay if you are having problems connecting with another provider during an urgent situation.  For problems with connecting using equipment in the hospitals the WellStar IT Service Desk at 470-956-6500 is available to assist you.