PerfectServe
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Paul Hess
Research Director
KLAS Research Director - Paul Hess
 
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User Commentary

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Other Observations & Comments

Everything about STAR Financials works, but I just think that with the technology that is out there...

Nov 2022
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Director

Functionality and Upgrades

At one point, PerfectServe released a horrible update to their mobile app, which is the vendor's...

Oct 2022
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Director

Implementation and Training

PerfectServe’s initial implementation was stellar. The people that the vendor brought on-site were...

Oct 2022
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Director

Service and Support

Our account advisor and the tech support team that is assigned to us are great. They know the...

Oct 2022
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Director

Relationship

The vendor’s executives were engaged when we were having problems, but they prevented us from...

Oct 2022
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Director

Other Observations & Comments

When it works, the product is great. It is like a car. A car is wonderful when it works and gets me...

Oct 2022
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Director

Functionality and Upgrades

I would recommend the product. I would be very honest with peers, and I would tell them that the...

Oct 2022
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Manager

Relationship

PerfectServe is always looking for ways to improve what we have, and they do what they say they...

Oct 2022
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CMIO

Sales and Contracting

PerfectServe tries to upsell us on other modules, and during the negotiation, their quotes were off....

Oct 2022
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CMIO

Future Outlook

What the vendor has forecasted for future development doesn’t look good. We are abandoning the...

Oct 2022
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VP/Other Executive

Relationship

I meet with PerfectServe's executives regularly, and we can meet even more often if needed.

Sep 2022
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VP/Other Executive

Relationship

Our relationship with PerfectServe is great. I have a tight alignment with their executive team....

Sep 2022
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VP/Other Executive

Service and Support

PerfectServe’s service is improving. They put in a new process, and I believe they can and will...

Sep 2022
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CMIO

Functionality and Upgrades

PerfectServe still has so many bugs and kinks in their software that PerfectServe’s competitors do...

Sep 2022
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CMIO

Functionality and Upgrades

PerfectServe's application leaves a lot to be desired compared to competitors' applications as far...

Sep 2022
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CMIO

Technology

PerfectServe uses what they call patient-centered routing, which very intelligently sends the...

Sep 2022
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CMIO

Functionality and Upgrades

We do have some providers that use some of PerfectServe’s partner applications, and those products...

Sep 2022
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Nurse

Interfacing and Integration

We have got the product embedded into our EMR, and the product has been working as designed.

Aug 2022
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Nurse

Other Observations & Comments

We are looking at some improved workflows that would help us get consults and critical values to the...

Aug 2022
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Nurse

ROI / Cost (care and feeding)

A lot of our communication is so much faster with PerfectServe than without it. Having the solution...

Aug 2022
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Nurse

Relationship

We meet regularly with the vendor and are able to bring up or track any issues that we are working...

Aug 2022
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Manager

Implementation and Training

PerfectServe does a good job with implementations. Our implementation experience was slow moving in...

Aug 2022
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Manager

Functionality and Upgrades

We use the application for provider-to-provider communication, and it is straightforward and easy to...

Aug 2022
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Manager

Service and Support

PerfectServe does a good job of sending us notifications for system downtime related to upgrades....

Aug 2022
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Director

Interfacing and Integration

A challenge that we have encountered is the integration of the PerfectServe product with our EMR. We...

Aug 2022
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Director

Relationship

The vendor is pretty good about following through, but sometimes the follow-through takes a little...

Aug 2022
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Director

Functionality and Upgrades

One strength of PerfectServe's solution is that the product allows us to be able to reach whoever is...

Aug 2022
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Director

Lessons Learned

If we had to implement the PerfectServe product all over again, a key thing we have learned is to...

Aug 2022
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Director

Functionality and Upgrades

PerfectServe is a very closed system, so we can't use it for telehealth visits even though it is a...

Aug 2022
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Manager

Other Observations & Comments

Prior to installing the scheduling module, we didn't have a lot of issues with PerfectServe. We...

Jul 2022
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Analyst/Coordinator

Service and Support

PerfectServe's communication is great. We throw a lot of things that are difficult at PerfectServe....

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

For new users, the idea of the PerfectServe system takes a little time to grasp. For example,...

Jul 2022
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Analyst/Coordinator

Interfacing and Integration

By integrating the PerfectServe system with our EMR, we have been able to automate our critical lab...

Jul 2022
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CMIO

Relationship

We work quite closely with the vendor. I know them quite well, and I appreciate all that they do....

Jul 2022
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Analyst/Coordinator

Other Observations & Comments

Things are going really well with PerfectServe. There was a period where we were taking on a lot and...

Jul 2022
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Analyst/Coordinator

Service and Support

PerfectServe’s help desk tends to have a 50/50 split in terms of good and bad support. Sometimes, we...

Jul 2022
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Analyst/Coordinator

Win/Loss - Why they were selected (by current clients)

We use the PerfectServe system because, under our umbrella of operational excellence, we can improve...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

Some of the recent improvements and innovations that PerfectServe made are big steps in the right...

Jul 2022
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CMIO

Future Outlook

PerfectServe's platform is incredibly powerful, but it is also incredibly complicated. The...

Jul 2022
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CMIO

Functionality and Upgrades

Sadly, we don’t use the PerfectServe solution in the OR. I would like to, but there are some big...

Jul 2022
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CMIO

Functionality and Upgrades

The PerfectServe system is used within the ED for external communication; the ED people use the...

Jul 2022
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CMIO

Interfacing and Integration

We have secure calls integrated with the PerfectServe system, but they aren't directly integrated...

Jul 2022
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CMIO

Other Observations & Comments

We don't have a centralized physician call center. We have the hospital switchboard, which is a...

Jul 2022
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Director

Service and Support

PerfectServe has good support. The system is cloud based, and it is meeting our communications...

Jul 2022
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Director

Other Observations & Comments

We may be moving away from PerfectServe's product, so we are looking at other products. Our EMR...

Jun 2022
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CMIO

Relationship

PerfectServe blames us for not using the product the way it is supposed to be used. They make us...

Jun 2022
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CMIO

Other Observations & Comments

PerfectServe fills a niche, and their product is more comprehensive than Epic's, so we feel stuck...

Jun 2022
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CMIO

ROI / Cost (care and feeding)

I don't know how many messages are being sent across PerfectServe's solution or whether we have...

Jun 2022
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CMIO

Functionality and Upgrades

PerfectServe isn't the easiest app to use, and it should be easier to use. Providers have been very...

Jun 2022
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CMIO

Relationship

I never hear from PerfectServe except when they are trying to sell us something.

Jun 2022
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Director

Relationship

When we ask our PerfectServe representative questions or bring up barriers that we have experienced,...

Jun 2022
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Director

Implementation and Training

When we implemented PerfectServe, the training that the vendor gave us was very good.

Jun 2022
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Director

Interfacing and Integration

From an integration perspective, PerfectServe isn't very good. We sat in on a call about that, and...

Jun 2022
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Director

Technology

The solution is silent. That is nice. It also doesn't impose on our other systems or workflows. We...

Jun 2022
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Director

Service and Support

The vendor's support is great. From a customer-experience standpoint, PerfectServe's people are...

Jun 2022
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VP/Other Executive

Implementation and Training

PerfectServe didn't have a good implementation plan. They were very scattered and didn't mention...

Jun 2022
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VP/Other Executive

Interfacing and Integration

PerfectServe is supposed to be integrated with our EMR so that the nurses don't have to go to the...

Jun 2022
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VP/Other Executive

Technology

PerfectServe is unresponsive when it comes to the product. The system design is poor, and in terms...

Jun 2022
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VP/Other Executive

ROI / Cost (care and feeding)

PerfectServe is very expensive, and I don't think it drives value.

Jun 2022
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VP/Other Executive

Relationship

PerfectServe is not clear when they talk to us about our responsibilities for the product and what...

Jun 2022
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VP/Other Executive

Service and Support

When we call the vendor's service desk, there can be a 24-hour turnaround for even a callback. When...

Jun 2022
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CMO

ROI / Cost (care and feeding)

The vendor's cost structure is transparent. The structure is per user, but we have residents that...

Jun 2022
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CMO

Technology

One advantage is that the solution is easy. There are many different easy ways for someone to get...

Jun 2022
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CMO

Functionality and Upgrades

The system's scheduling piece is not really robust at all. We end up having either an inferior...

Jun 2022
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CMO

Functionality and Upgrades

PerfectServe's system is a good product; it is robust and easy to use, and it has a lot of...

Jun 2022
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CMO

Future Outlook

We are moving away from PerfectServe as soon as we can. We have moved to a third-party communication...

Jun 2022
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Manager

Functionality and Upgrades

I would not buy PerfectServe's system again. PerfectServe and another vendor have a lot of...

May 2022
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Manager

Interfacing and Integration

We didn't contract the vendor for any ongoing training. We got a bunch of handouts that we can give...

May 2022
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Director

Functionality and Upgrades

PerfectServe is super flexible and willing to dive into any possible integration that we suggest....

May 2022
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Director

Relationship

The vendor is very proactive. They are unique because they are growing while territories are...

May 2022
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Director

ROI / Cost (care and feeding)

The PerfectServe system is our first choice for communication with physicians, and we keep branching...

May 2022
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Director

Relationship

We are holding the vendor back; they aren't holding us back. They have a lot of options that would...

May 2022
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Director

Functionality and Upgrades

The outcomes of the product are good. We like the alerts and things like that. When we tell...

May 2022
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Director

Relationship

One of the things that I like about PerfectServe is that they improve their core product and are...

May 2022
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Director

ROI / Cost (care and feeding)

The product costs a hefty chunk of money every year, but I would defend PerfectServe for that. To...

May 2022
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Director

Lessons Learned

The only problem with PerfectServe is its name. When a doctor experiences an issue with the product,...

May 2022
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Physician

Relationship

The training on the system was a disaster when we started. When we started using the product, we had...

May 2022
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Physician

Interfacing and Integration

The system is doing well in terms of meeting our integration and interoperability goals. We created...

May 2022
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Director

Implementation and Training

PerfectServe has great trainings in terms of tutorials and how to use the solution from an end user,...

Apr 2022
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Director

Functionality and Upgrades

I don’t see anything that PerfectServe could improve on. The number-one outcome for us is that we...

Mar 2022
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Director

Interfacing and Integration

The PerfectServe system is working well. We recently embedded the PerfectServe system into our EMR....

Mar 2022
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Director

ROI / Cost (care and feeding)

There are charges, but PerfectServe is pretty flexible with those charges. PerfectServe doesn't...

Mar 2022
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Director

ROI / Cost (care and feeding)

I would recommend the PerfectServe system to others. It is not cheap, but for an organization that...

Mar 2022
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Director

Implementation and Training

There is not a lot of training involved. There are a lot of features in PerfectServe that are not...

Mar 2022
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Director

Implementation and Training

During the go-live period, there were a lot of things that didn't work as designed, so we had to...

Mar 2022
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Director

Functionality and Upgrades

Internally, PerfectServe works really well. It has reduced the need for multiple pagers. We can send...

Mar 2022
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Director

Relationship

PerfectServe has a vision, but they don't consistently deliver. There are some issues with the way...

Mar 2022
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Director

Other Observations & Comments

My recommendation of PerfectServe would depend on the type of complexity a friend is looking for. If...

Mar 2022
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VP/Other Executive

Relationship

We are very satisfied with PerfectServe and have even expanded our use of it over the last year. The...

Mar 2022
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VP/Other Executive

Implementation and Training

The implementation team from PerfectServe has been consistent in the people we work with, and that...

Mar 2022
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VP/Other Executive

Other Observations & Comments

We have tried to avoid introducing another communication path, but our ambulatory sites feel like...

Mar 2022
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Manager

Functionality and Upgrades

The system has a lot of good features, and it holds providers accountable. That is good, but the...

Mar 2022
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Manager

Relationship

The vendor doesn't keep all of their promises. Years ago, they told us that they were going to make...

Mar 2022
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Manager

Service and Support

The best thing about working with PerfectServe is our direct contact. If that person were to leave...

Mar 2022
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Manager

Interfacing and Integration

Things are fine with PerfectServe. It would be nice if the system could integrate with Epic's...

Mar 2022
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Manager

Service and Support

I hope that my satisfaction with the vendor will go up in a year, but that depends on whether the...

Mar 2022
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Analyst/Coordinator

Functionality and Upgrades

There are workarounds we have to use to get things to work in the PerfectServe system. It is not...

Mar 2022
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Analyst/Coordinator

Sales and Contracting

There are things about the PerfectServe software that I wish I had known before. There are things...

Mar 2022
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Analyst/Coordinator

Service and Support

I still don’t understand how PerfectServe’s support works. When I try to use the online support...

Mar 2022
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Analyst/Coordinator

Service and Support

My PerfectServe representative is always really helpful. I know they get bombarded, but when I go to...

Mar 2022
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VP/Other Executive

Implementation and Training

PerfectServe is a good product for us. We implemented the product recently, and the implementation...

Mar 2022
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VP/Other Executive

Service and Support

An implementation we had was a success, but we went through at least two project lead changes at...

Mar 2022
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VP/Other Executive

Relationship

The vendor could be a little more aggressive. That is tricky because most people don’t want a sales...

Mar 2022
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VP/Other Executive

Relationship

We don’t need to be in constant communication with the vendor’s executives, but some visibility or...

Mar 2022
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VP/Other Executive

Service and Support

We have a very good support representative right now. That person is very responsive, very...

Mar 2022
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VP/Other Executive

Interfacing and Integration

We would like PerfectServe to incorporate as much integration as possible between their platform and...

Mar 2022
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VP/Other Executive

Future Outlook

We are thinking of switching vendors, but there is some hesitancy because we have been with...

Mar 2022
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Manager

Relationship

In the past, there was no ongoing training with PerfectServe. They made promises to come on-site and...

Feb 2022
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Manager

Service and Support

In the past, if we wanted a provider to set up an account, we had to fill out a spreadsheet...

Feb 2022
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Manager

Functionality and Upgrades

We would like the on-site administrator for the product to have more access to the product because...

Feb 2022
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Manager

Relationship

In the past, the PerfectServe system was not very user friendly, and PerfectServe's support was not...

Feb 2022
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VP/Other Executive

Relationship

We regularly meet with PerfectServe where we talk about some of the strategic initiatives that we...

Feb 2022
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VP/Other Executive

Interfacing and Integration

We have integration with PerfectServe and our EMR. Our staff accesses PerfectServe from within our...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

We have talked a lot with PerfectServe about data and what data we can pull out to help improve who...

Feb 2022
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VP/Other Executive

Implementation and Training

The product is very intuitive. At the very beginning of the implementation, there was a lot of...

Feb 2022
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VP/Other Executive

Service and Support

PerfectServe lets us know when upgrades are happening. PerfectServe sends out release notes and...

Feb 2022
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VP/Other Executive

Service and Support

Sometimes, we call the PerfectServe support center, and we get a triage person who isn't very...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

PerfectServe is part of our long-term plans, but a lot of our physicians aren’t happy about that. We...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

I am neutral with PerfectServe's system. I am not dissatisfied but I am not satisfied either. The...

Feb 2022
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VP/Other Executive

Relationship

PerfectServe delivers new functionality and communicates with us when they can’t do something. They...

Feb 2022
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VP/Other Executive

ROI / Cost (care and feeding)

PerfectServe charges for every little thing. If we make our call schedule a little more challenging,...

Feb 2022
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VP/Other Executive

Implementation and Training

When there are upgrades, PerfectServe sends an email, and that is pretty much all they do....

Feb 2022
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VP/Other Executive

Functionality and Upgrades

Even if I am the admin on the account, I can’t add anything to the system. I have to ask...

Feb 2022
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VP/Other Executive

Interfacing and Integration

PerfectServe's system doesn’t communicate with any of our other systems, so I don’t even know...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

When someone doesn’t have access to the system, it would be nice if we could just tell that person...

Feb 2022
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VP/Other Executive

Other Observations & Comments

I have never heard of any vision with PerfectServe. Their vision has never been communicated to us.

Feb 2022
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VP/Other Executive

Relationship

The phone support from PerfectServe is not great, but the web support is a lot better. With phone...

Feb 2022
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VP/Other Executive

Future Outlook

I wish PerfectServe would do a quarterly business review to explain what they are doing for us, show...

Feb 2022
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Nurse

Relationship

PerfectServe has grown leaps and bounds in the time we have worked with them. They are a stellar...

Feb 2022
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Nurse

ROI / Cost (care and feeding)

PerfectServe is a business. They have to make money, so I don't consider the things they do charge...

Feb 2022
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Nurse

Functionality and Upgrades

When I teach classes on how to use PerfectServe, people sometimes get frustrated, but that is only...

Feb 2022
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Nurse

Service and Support

PerfectServe’s support people are always good, and they have great music when we are on hold. They...

Feb 2022
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Nurse

Functionality and Upgrades

With PerfectServe, we have started to achieve some actual findings from a patient-healthcare...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

We are big fans of the PerfectServe technology. We have done a pretty strong implementation. We...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

PerfectServe’s quality is very good. To some extent, its biggest challenge has to do with the robust...

Feb 2022
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VP/Other Executive

Other Observations & Comments

The challenges that we are running into with PerfectServe have more to do with our use of the...

Feb 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Some of the tasks that we have had have certainly involved PerfectServe throwing resources at our...

Feb 2022
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VP/Other Executive

Relationship

We have gotten good service from PerfectServe over the years. I used to get a lot of attention from...

Feb 2022
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Manager

Implementation and Training

We had good support during the setup. We only moved to PerfectServe because the hospital said...

Jan 2022
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Manager

Service and Support

When everything is set up and running, the system works pretty smoothly; there is no need for any...

Jan 2022
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Manager

Future Outlook

We are making some big changes around the office. We are expanding and moving offices and updating...

Jan 2022
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VP/Other Executive

Functionality and Upgrades

We use PerfectServe's after-hours program. We also use features that allow us to text and call...

Jan 2022
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VP/Other Executive

Functionality and Upgrades

We want a product that is more up to date and interactive than PerfectServe is. There are some...

Jan 2022
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Manager

Functionality and Upgrades

We have run into a couple of things. We thought we could create groups, but we are having some...

Jan 2022
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Manager

Other Observations & Comments

The biggest issue is physician buy-in on our side. We struggle with getting physicians to download...

Jan 2022
||
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Manager

Functionality and Upgrades

PerfectServe comes through on whatever we need for our integration and interoperability goals....

Jan 2022
||
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Manager

Relationship

PerfectServe proactively offered a lot of options during COVID-19, and they were willing to help...

Jan 2022
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Manager

Service and Support

The vendor’s service is very good. I am so impressed. PerfectServe is there for us, and they...

Jan 2022
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Manager

Service and Support

If I need to call the help line, I might have to wait on hold for a minute or two, but the support...

Jan 2022
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Manager

Service and Support

I like the response I get from the PerfectServe team when I have a problem. I email my go-to people...

Jan 2022
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Manager

Implementation and Training

We pushed through the go-live even though it was during COVID-19. We went through the virtual...

Jan 2022
||
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Manager

Relationship

PerfectServe has been able to come through with everything on their work plan. They met all the...

Jan 2022
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Manager

Implementation and Training

The training modules are easy to follow, understand, and apply.

Jan 2022
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Manager

Service and Support

I really like PerfectServe. I like the service they provide and particularly like the 24/7 help...

Dec 2021
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Manager

Service and Support

It would be helpful if the user that is using PerfectServe's product could see the routing...

Dec 2021
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Manager

Implementation and Training

I have weekly calls with my representative at PerfectServe, and we can talk about problems that we...

Dec 2021
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Director

Other Observations & Comments

PerfectServe could always be better with their pricing. The solution is not cheap, but it is...

Dec 2021
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Director

Implementation and Training

The implementation team is outstanding. We rarely need any training, but when we first went live,...

Dec 2021
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Director

Relationship

PerfectServe is a very good vendor. They are an excellent healthcare partner. They genuinely care...

Dec 2021
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Manager

Other Observations & Comments

PerfectServe's ease of use depends on the user's age level. Our younger staff members really...

Dec 2021
||
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Manager

ROI / Cost (care and feeding)

We recently implemented several upgrades that have increased the functionality of PerfectServe. Our...

Dec 2021
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CMO

Functionality and Upgrades

PerfectServe is geared toward nonemergent, routine processes, so it isn't good for acute...

Dec 2021
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CMO

Functionality and Upgrades

There are a lot of holes and workarounds in PerfectServe. Everyone has to work around the system...

Dec 2021
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CMO

Functionality and Upgrades

We have tried to work with the vendor to fill in the solution's gaps, but we have run into a wall....

Dec 2021
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CMO

Functionality and Upgrades

Our problem is not with PerfectServe as a product. It is with our governance of PerfectServe. We...

Dec 2021
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CMO

Relationship

PerfectServe tries to keep their promises, but they are slow to respond to us. They seem to be very...

Dec 2021
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CMO

Functionality and Upgrades

The product doesn't work the way that we were told that it would work. It doesn't communicate with...

Dec 2021
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CMO

Functionality and Upgrades

We need regular meetings with the vendor until we can get the solution fixed. We are now more...

Dec 2021
||
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Manager

Functionality and Upgrades

We looked at several other systems that we thought could match what PerfectServe does with call...

Dec 2021
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Manager

Service and Support

PerfectServe is proactive, but they have had a lot of different project leaders over the years. The...

Dec 2021
||
(0)
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Manager

Functionality and Upgrades

We wanted PerfectServe to help our physicians get more involved. Before, a lot of our staff members...

Dec 2021
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