PERFECTSERVE
The mission serves as the guiding principle that drives every service and innovation.
PerfectServe’ s clinical platform streamlines communication and scheduling, ensuring critical information reaches the right people, correctly, at precisely the right moment.
“ There are lots of ways to communicate,” Bob explains.“ You can make a phone call, you can use a pager, you can get a push message on your phone – and we bring together all those methods of communication. We couple it with delivering it to the person in the right way, whether they want a page, a push message to their phone or a voicemail.”
Evolution through innovation: the AI revolution Since beginning his tenure at PerfectServe in 2023, Bob has seen a significant evolution, particularly in AI.
“ In the last 18 to 24 months, I have had the privilege of partnering with all the AI initiatives entering the market,” he says.“ Large language models can take what used to take hours, days or weeks in the caregiving setting and shorten that cycle significantly.”
A clear example comes from analysing nurse call response times. Initially, data suggested nurses were slow to respond to patient requests, such as pressing a button for water. However, AI-powered analysis revealed a more nuanced picture: nurses promptly saw and addressed patients’ needs; yet, because the calls weren’ t urgent,
“ Our core mission is to send the right message to the right caregiver at the right time”
BOB HACKNEY, CHIEF TECHNOLOGY OFFICER, PERFECTSERVE
they often didn’ t mark them as completed within the system. Consequently, the system inaccurately reported delayed responses.
Bob notes:“ Knowing the why behind the data much quicker and leveraging conversational AI to get to that reason allowed them to make better decisions around how they allocate their resources to solve that problem.”
The ability to rapidly surface actionable insights from complex data sets is emblematic of AI’ s broader impact across PerfectServe’ s operations.
From cloud infrastructure to healthcare innovation Bob’ s journey from cloud infrastructure to healthcare technology has uniquely positioned him to address the sector’ s challenges.
“ The benefit of moving to the cloud is you get much faster cycle times and you can allocate your resources to the highest-value work,” he explains.
By partnering with leading cloud service providers such as Amazon
6 perfectserve. com