THE CHALLENGE Every time her team deployed a critical patient code, Dawn Cole found herself thinking there had to be a better way. The contact center team had to follow a cumbersome, multi-step code protocol involving several applications. The process lacked a method of enforcing staff accountability when it came to who had received and responded to alerts. In addition, Cole needed to enhance overall clinical staff communications in a way that achieved HIPAA compliance and ultimately improved the patient experience. The director of communication and visiting information for UM Prince George’s Medical Center (part of University of Maryland Capital Region Health) began taking a closer look. The health system had been using Spok Care Connect ® solutions for its operator console, we

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