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Lake Norman Regional Medical Center Improves Patient Satisfaction With Amcom Messenger

Amcom Software, Inc. today announced that Lake Norman Regional Medical Center is using the Amcom Messenger clinical alerting solution as a key part of its patient satisfaction initiatives. Mooresville, N.C.-based Lake Norman Regional is highly focused on the patient experience and identified nurse-patient communications as an area for improvement. Lake Norman selected Amcom to implement secure two-way mobile messaging between caregivers and send alerts and alarms from multiple systems to providers on their mobile devices.

“We wanted to improve nurse responsiveness. It was one category on patient surveys that repeatedly showed an opportunity for increased satisfaction,” said Brian Bissonnette, Director of Information Systems, Lake Norman Regional Medical Center. “But, we didn’t want to add more complexity to a nurse’s day. We found Amcom was able to help coordinate patient requests.”

The hospital’s bed management and nurse call systems are now integrated with HIPAA compliant, FDA 510(k)-cleared Amcom Messenger, which routes secure messages to staff on their mobile devices. This helps Lake Norman’s nurses care for patients more efficiently and respond to queries faster. It also escalates alerts to another caregiver, if necessary. The system maintains an audit trail of all messages, an important feature for internal analysis for care improvements, as well as to provide evidence of messaging in the event of a question.

The hospital is also using Amcom to improve the flow of patients. When a patient is discharged, messages are automatically sent to housekeeping, transport, and any other pertinent staff (such as infection control) on their mobile devices. This eliminates unnecessary time spent calling individuals and waiting for answers. Transport staff responses are immediate, reducing patient discharge wait times and improving satisfaction. Instant messaging to environmental staff also improves bed turnover by decreasing response times and increasing room availability.

“It is inspiring and gratifying to see the difference our products make in the everyday lives of our customers and their patients,” said Colin Balmforth, President, Amcom Software. “We are impressed with Lake Norman’s vision to use our solution for multiple initiatives: patient satisfaction, patient discharge, nurse workflow, and bed turnover. This is a great example of why more and more facilities are using Amcom to improve their communications; we help eliminate wasted time that can be focused on patient care.”

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