THE CHALLENGE North Mississippi Medical Center needed more efficient, accurate, and secure communication processes. To initiate a code call, operators used printed guides to determine the best way to reach the right staff. The operators relied on paper-based on-call schedules that were often inaccurate, resulting in pages being sent to the wrong people. Clinicians were frustrated with the inaccurate communications. They wanted the process to be quicker, more efficient—and more accurate. Staff also wanted pages to be delivered to their smartphones. In addition to these messaging challenges, operators also struggled to answer the high volume of calls efficiently. Callers would sometimes wait longer than 30 rings before an operator picked up. In addition to external calls, staff would

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