Baton Rouge-based hospital strengthens Spok relationship to optimize agent training and alleviate alarm fatigue
SPRINGFIELD, Va. (November 19, 2019) – Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK) and a global leader in healthcare communications, announced that Woman’s Hospital of Baton Rouge, Louisiana, is expanding its use of Spok solutions across the organization.
“Our continued commitment to Spok positions us for the future as our organization looks to enhance our operations,” said Paul Kirk, vice president and chief information officer of Woman’s Hospital. “By being able to send, accept and receive Spok messages in as little as 15 to 30 seconds, we are able to create more efficiencies for staff which results in job satisfaction and ensures that patient safety remains our top priority.”
Woman’s Hospital, a long-time Spok customer, relies on Spok’s contact center solution and secure messaging for its average of 21,000 calls per month. As the organization’s communication needs grow, leaders are assessing other areas in the organization where Spok could help improve clinical workflows.
“In the future, we look to optimize how we are using Spok solutions for training, agent feedback, evaluations, code calls, minimizing alarms, recordings, and more,” said Phyllis Covert, call center manager of Woman’s Hospital. “By ensuring our staff have the resources they need, we are confident we can continue to improve patient care.”
Covert went on to say that the organization currently has more than 300 users, including all on-call clinicians, and is adding more each day. “Every time a new physician hears about the capabilities of our Spok solutions they want to be trained on the solutions immediately,” added Covert.
By utilizing Spok’s secure messaging, the hospital plans to reduce the number of alarms and alleviate alarm fatigue. The organization is also setting contact center staff up for success by adding a training environment. The training environment will give operators hands-on experience managing critical calls before they are placed in real-life situations where patients’ lives are at stake.
“We listen to our customers, understand their challenges, and take their unique needs into consideration,” said Vincent D. Kelly, president and chief executive officer of Spok Holdings, Inc. “Spok solutions are a powerful tool for hospitals and health systems looking to provide safe and efficient care, while also taking into consideration the needs and well-being of staff. We consider it a privilege to have supported Woman’s Hospital for nearly a decade and look forward to what we can do together in the future.”
Learn more about Woman’s Hospital’s use of Spok in a case study.
About Woman’s Hospital
Woman’s Hospital in Baton Rouge, Louisiana is one of the first specialty hospitals for women and infants. Since opening in 1968, it has welcomed more than 350,000 babies, making it one of the largest delivery services in the country and the largest in Louisiana. Additionally, Woman’s operates the highest-level neonatal intensive care unit in the state and cares for infants who are extremely premature, are critically ill or require surgical intervention. The hospital is also recognized for its expertise in mammography as well as breast and gynecologic cancer care. As a private, nonprofit organization, all funds are reinvested into the hospital to continue Woman’s mission to improve the health of women and infants through the latest technology, a highly qualified staff and critical community programs and services. For more information, visit www.womans.org.