Inpatient Unified Communications Upgrade Coming Soon

We are introducing major enhancements to our inpatient Unified Communications technology platforms to strengthen clinical communication across all Carilion facilities. This upgrade builds on recent technology rollouts—such as the clinical iPhone deployment—and is designed to streamline workflows, standardize tools, and support more efficient, coordinated patient care.

What’s changing?

Clinical teams will see improvements across PerfectServe, the nurse call system, and internal phone systems. These updates will create a more connected, consistent communication experience for nurses, providers, and support staff.

PerfectServe enhancements

The latest PerfectServe upgrade introduces several new features that make communication faster and more intuitive:

• Bidirectional messaging: Any clinical provider can now initiate a conversation, enabling true two-way communication.
• Treatment team integration with Epic: A patient’s treatment team will automatically populate in PerfectServe for easier messaging.
• Group messaging: Providers can send messages to multiple members of a patient’s care team at once.
• Improved resident search: Nurses will be able to search for resident physicians by name without knowing specific group names.

Nurse call improvements

To create consistency across all hospitals, the nurse call system will receive several standardized updates:

• Standard alert settings: All facilities will use unified sounds, lights, and alert frequencies.
• Direct room communication: Patient alerts will route directly to the assigned nurse’s iPhone, allowing immediate callback and reducing unnecessary room checks.

Phone system updates

Internal phone functionality is also being modernized:

• Call transfers to iPhones: Nurses’ station landlines will soon be able to transfer calls directly to staff mobile devices.
• Role-based routing: Charge nurses and other key roles will be reachable by text or phone call without needing to contact the unit desk.

Rollout timeline

This upgrade will launch one facility at a time, with at least a month between each implementation. CGCH is scheduled to go live first, with a tentative date of Dec. 16. Additional sites will follow in sequence.

Training and support

To help teams prepare:

• Nursing teams will receive assigned online training modules through Workday.
• Other clinicians will have access to job aids and resources focused on new PerfectServe features.
• Super users will be available at each facility to offer on-the-ground support during the transition.

Why this matters

These enhancements will create a more reliable, efficient, and standardized communication environment across Carilion:

• Improved coordination: Faster messaging and call routing help reduce delays and support smoother patient care.
• Consistent tools and workflows: Standardization across facilities strengthens teamwork and simplifies training.
• Privacy and safety: Updated phone number protocols help protect staff privacy and ensure calls reach the correct caregiver.

This upgrade marks a significant step forward in modernizing clinical communication across our system. More updates will be shared as the rollout progresses.