Why are we changing our clinical paging and on-call scheduling platforms?
A reliable messaging solution is mission critical to support timely patient care and to deploy emergency notifications to our Healthcare Team. In response to provider and clinician feedback regarding the ongoing challenges with Spok Mobile, a multidisciplinary team reviewed multiple paging/scheduling solutions and selected PerfectServe’s Telmediq as a replacement for clinical paging.

Why was PerfectServe selected as our paging solution?
Telmediq, rated best-in-class for clinical paging, was selected by a committee of physicians and staff, as it met our identified needs, including two-way paging, interfaces, and the ability to escalate critical messages. Telmediq will provide:

• Fast, reliable, and safe communication in both the clinical and emergency management settings.
• HIPAA-compliant secure communication/messaging for providers and clinicians.
• Improved efficiencies in provider on-call scheduling.
• Improved dissemination of emergency notifications to the entire Healthcare Team.
• Integration with Oracle Health (formerly Cerner), Nurse Call, and in the future, our wireless phones.

What are the consequences of NOT changing?
Continuing Spok Mobile would prolong:

• Unreliable paging
• Patient safety liability risks
• Inefficient emergency management notification
• Security and patient privacy risks
• Inability to take advantage of future technology

What systems will PerfectServe replace?
PerfectServe is the umbrella solution for two applications: Telmediq (paging) and Lightning Bolt (on-call scheduling).

• Telmediq will replace Spok Mobile for paging/texting/mass messaging.
• Lightning Bolt will replace SmartWeb and Qgenda for on-call scheduling.

When are these changes happening?

• Lightning Bolt (scheduling): Went live in April, 2024.
• Telmediq (paging/texting/mass messaging): Go live is July 16, 2024.

Will SmartWeb still be available and PerfectServe will just be the new system behind it? 
SmartWeb will be replaced by PerfectServe’s Telmediq, a much more robust web and smartphone app capable of two-way communication (like how you text on your phone), whereas SmartWeb only supports one-way (like old-school pagers).

When we transition to Telmediq, will our accounts be populated for us — or will we need to sign up and select a group or a set of notifications?
Although our plan is to extract data from Spok Mobile to implement Telmediq, there may be a need for users to assist, update, or customize their information/experience.

How will critical results be delivered?
Critical results will be delivered through Telmediq as they are today through Spok Mobile.

Am I required to put the Telmediq paging app on my personal smartphone?

• If you are an on-call provider, you are required to have the Telmediq app on your personal smartphone to support timely patient care. Leaders, IT staff, and on-call Corporate Communications and Marketing staff are also required to download Telmediq.
• If you are not in an on-call provider role, you are not required to use the Telmediq mobile app. Telmediq offers a desktop solution for those who choose not to download the app. Although it is NOT REQUIRED for the rest of the Healthcare Team, the opportunity is being offered to improve real-time communication, especially during urgent situations.

I’m an on-call provider. Why can’t I keep my pager? 
Pagers are outdated technology from the 1980s. Many healthcare organizations have already made this change. Although Spok Mobile wasn’t reliable, Telmediq will keep trying to reach you until you read the message so your pages will NOT be lost.

This is an expectation of all providers and staff caring for patients for Munson to provide exceptional, timely patient care. As this is a systemwide initiative, we can’t make exceptions for individuals and still be successful.

If the paging app is required for me, shouldn’t Munson pay for my phone? There are certain tools you are expected to have to do your job, such as a stethoscope or a means of transportation to get to work. This expectation is no different.

Is it a complicated process to put the paging app on my phone?
No. Telmediq is easy to use; it works like any app you download to your phone.

If I download a “work” app on my phone, will Munson be able to access all my personal information?

• No one using Telmediq can access your personal information as all phone numbers are hidden. As long as you return or make calls through the Telmediq app, your privacy is maintained. Patients or other recipients see your office’s number instead of your personal cell phone number or home number.
• Munson cannot use the Telmediq app to track your location or remotely remove anything from your phone.
• Setting up a passcode and auto-lock are the best ways to stop anyone from gaining access to your phone.

I have nursing staff that don't have a smartphone. They have a mobile phone and carry a pager. How will this be handled?
Nurses who use a pager today will be able to continue using it. If they use the Spok mobile app on their phone, they will be able to replace it with the Telmediq app.

We are working with nursing leadership to understand department processes, establish policies, and design appropriate solutions.

There is an initiative to assess the need for Smartphones at Munson, not just for PerfectServe, but for other applications related to processes.

How can I download the PerfectServe app?
Telmediq is the app you should download, NOT PerfectServe!

For step-by-step instructions on how to download Telmediq specific to your mobile phone:

• Android Instructions 
• iOS (Apple) Instructions

How do I log in to the Telmediq mobile application for the first time?

1. Start by entering your Munson Healthcare email address as your username.
2. When prompted for a password, do NOT enter your password. Instead click on the “Sign in with Azure AD” button to authenticate with your hospital-issued credentials.*
3. Enable Biometric Sign In: Users have the option to enable this feature or proceed without it.
4. Create and re-enter a PIN.

*The Imprivata app must be installed on your device to authenticate. If you haven't already downloaded the Imprivata app, please reference the Multi-Factor Authentication – O365 Access job aid.

What phones are compatible with Telmediq?
Telmediq recommends:

Devices

• iPhone X + or greater
• iPhone 8 (Plus) or greater
• All Samsung Galaxy Devices running Android 8.0 or later

Versions

• iOS 13+ or later
• Android 8.0 or later

I currently use Spok Mobile for paging. Do I need to download Telmediq?
It is encouraged, but not required — unless you are in a leadership, IT, or on-call provider role. Telmediq, available as phone app or desktop version, is the replacement for Spok Mobile as of June 18. Please do not remove the Spok app from your phone until after June 18. Please note that Spok Mobile will no longer be an option for paging after June 18.

How will the new solution impact nurses and clinicians who still carry pagers for daily operations?
Nursing staff and non-provider clinicians will continue to use pagers for the near future as solutions will be developed and evolve over time for pager replacement.

How can I have someone watch my pages while I’m in surgery if I don’t have a pager? 
With Telmediq you can temporarily forward your pages to someone else, so they can cover for you, for example, during a surgery. You also have an option to set up an automatic response to pages you receive, that replies to the sender with an “out of office” type message, with directions on who to contact if you can’t be immediately reached.

As the public Munson Wi-Fi isn't secure, is it possible to have secure Wi-Fi for the Healthcare Team?
Telmediq is secure. So, if you’re on our public Wi-Fi in our facilities, that message will be secure.

Have you addressed the challenge with some pages not getting through to certain areas of our hospitals 
(e.g., stairwells and other areas where service is weak)?
A lot of work has been done to increase Wi-Fi coverage at our facilities. Please let us know if you observe an area where pages aren’t coming through. (Please note: Some areas, due to structure — like stairwells and elevators — may never have coverage.)

One of the benefits of Telmediq is it checks to see if the page has been received and will continue to send via various methods until it has been received. So, if you’re in a spot with weak Wi-Fi coverage, you will receive your page once you’re in an area with signal.

How are pages escalated?
As messages are delivered there are three key pieces to consider: 

1. Once messages are delivered, the message will follow the alerting policy based on the assigned priority tied to the message type (Low, Normal, High) that has specific alerting policies in place. 
    
2. Once the message has been read – meaning the receiver has gone into the application and clicked on the message – then the alerting policy will stop. It is then on the receiving provider to determine their own response time and the appropriate mechanism of response to the message (e.g., call the nurse back, show up to the bedside, etc.). Telmediq will only escalate within the algorithm if you haven’t viewed the message at all. 
    
3. Until the message is read, that alerting policy will work through the defined process (push, SMS Text, Call) as defined below.
   

• Low: Will only go to a receiver once, with a quiet non-intrusive “ding” chime. A notification will remain on the receiver’s phone’s lock screen so you know a non-urgent message waiting. As it was deemed “nonurgent,” you will receive NO reminders (e.g., buzzing, chiming, etc.) to let you know a message is waiting for your review. 
   
• Normal: Will send a follow-up text after 10 minutes only if the receiver hasn’t read the original message, to say essentially, “hey, look at your texting app because someone needs something.” 
   
• High: Will message the receiver, then text as outlined above, and then call the receiver if the message still has not been viewed.

How will training be offered? 
Although optional training will be offered, like many Smartphone applications, PerfectServe’s applications – Telmediq for paging and Lightning Bolt for on-call scheduling – and website are very intuitive and user-friendly, allowing many to learn through use. To help support providers and staff, we will provide:

• HealthStream module with training videos
• Job aids with step-by-step instructions
• Optional Live Q&A sessions:
• Tuesday, June 11, 7:00 - 7:30 am | Join Zoom Meeting
• Thursday, June 13, 12:15 - 12:45 pm | Join Zoom Meeting
• At-the-elbow support, as needed for users to ensure a successful transition during go live.

Will I be required to attend a training session?
No one is required to attend a training session; all live and on-demand training is optional. However, we strongly encourage everyone to take advantage of the training materials and opportunities.

Is there a plan to create provider super users, like there are for One Patient Record, to create enthusiasm for PerfectServe?
Yes! We researched a different paging solution in response to provider and clinician concerns with the unreliability of Spok Mobile. Providers were very involved with the selection of PerfectServe, and many are very excited about its best-in-class reliability and usability. Super users are a part of our strategy for any significant technology roll-out. If you would like to volunteer as a super user, please email the project email: PerfectServeProject@mhc.net.

How Will Telmediq Be Used During an Emergent/Urgent Situation?
Although not all Healthcare Team members are required to download Telmediq, the opportunity is being offered to improve real-time communication, especially during urgent situations.

If you want to receive important, real-time information to your phone, including mass notifications during emergent situations (e.g., Full Facility Lockdown, Armed Assailant, weather emergencies, etc.), we are also offering all staff the opportunity to download this app.

Everyone will also have access to a desktop version where the same information will be shared.

Can I update my on-call schedule in Lightning Bolt?
Yes! One of the advantages of Lightning Bolt is you can update your on-call schedule directly, as needed.