QlikView part of PerfectServe solution for improving life-saving communication
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- QlikView
- PerfectServe
Tech Stack
- SQL Server
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Healthcare & Hospitals
- Telecommunications
Use Cases
- Real-Time Location System (RTLS)
- Remote Asset Management
Services
- Data Science Services
About The Customer
PerfectServe, Inc. is a Knoxville, Tennessee-based company that provides physician contact and patient care communication services to hospitals, physician practices, and other healthcare clients in more than 130 markets across the U.S. PerfectServe’s advanced physician contact communications platform for “one number, one call, any physician, anywhere” has found multiple applications for improving life-saving patient care response times, as well as healthcare staff productivity. PerfectServe facilitates tens of thousands of interactions per day between its hospital and physician clients and their approximately 12 million patients. Independent research has found that the ICU of a PerfectServe hospital can reduce physician contact cycle time by more than 50 % over a comparable facility. For emergencies such as trauma and acute myocardial infarction (heart attack), the PerfectServe platform enables contacting an entire patient care team via a single phone call, thus reducing the time to render life-saving care. The PerfectServe platform provides several major advancements to healthcare providers, including documenting contact processes for measuring and improving performance against industry standards such as JCAHO National Patient Safety Goals.
The Challenge
PerfectServe, a provider of physician contact and patient care communication services, was facing challenges in managing the IT needs of its fast-growing organization. The company was growing at a rate of 50% each year since 2000. They needed a solution that would empower their clients to develop customized data reports without relying on PerfectServe's IT staff. Additionally, they wanted to increase the depth and functionality of their data reports. PerfectServe delivers standard reporting on contact events to its hospital clients typically on a monthly basis. The addition of a “self-serve” business intelligence reporting tool would be a major enhancement for clients as well as a benefit to its own operational productivity.
The Solution
PerfectServe deployed QlikView to 15 employees and all of its customers with a prototype completed in only 2 days. With QlikView, PerfectServe empowers its hospital and physician clients to analyze monitoring metrics such as contact events and call outcomes by department/ physician, response times, difference between contact methods – all key data for process improvement and customer satisfaction. With QlikView Server (64-bit), PerfectServe easily handles the company’s high data volume of more than 12 million patients with tens of thousands of interaction records per day. QlikView pulls data from multiple sources (primarily SQL-based data) and puts it into the hands of clinical leaders and quality teams faster to analyze contact events and processes. Standard PerfectServe reporting can be delivered as dashboards where clients can easily drilldown into data and generate custom reports on their own to investigate any single contact event or process. The dashboards enable monitoring metrics such as contact events and call outcomes by department and physician, response times, and differences between fail-safe contact methods versus higher risk communications.
Operational Impact
Quantitative Benefit
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