PagerDuty

At my organization, we take calls for one week each quarter. When patients need provider assistance and their primary care provider is out of the office, we address their concerns. We may need to call the patient to discuss symptoms and/or side effects of medications. We are also called to send in prescriptions for patients when the primary provider is out of the office.

Our company provides medication for opiate use disorder. It benefits patients because they can get the help they need when their primary care provider is out of the office or after hours. Some pharmacies don't carry this medication. If a prescription is sent to one of those pharmacies, the patient can reach out, and we can send it to a pharmacy with it. If a patient goes without this medication, they can return to use and are at risk for an OD.

Our organization has benefited from platform integrations that allow us to see the list of incoming pages and who is responsible for taking care of the concern/patient that is paging. It also allows us to see what stage the page is in. For example, it will let us know if the on-call provider has acknowledged the page and when it has been resolved.

Our organization's workflow is that when a page goes to the on-call provider, the on-call provider has 30 minutes to acknowledge the page. If we don't acknowledge the page, it gets escalated to the regional medical director, who gets paged to evaluate the call/concern the patient is reaching out for.

PagerDuty analytics can show trends in our organization. For example, our weekly report reports Reduce Downtime, Reduce Employee Attrition, Better Customer Satisfaction, Save Engineering Time, and Better Customer Satisfaction, and from last week, we improved in 3 of those areas. It shows the areas where we can improve. It also shows our operation maturity, and we are reactive.