Item: PagerDuty
Rating: 10
Author: Korena Popp

Overall Satisfaction with PagerDuty

Use Cases and Deployment Scope

At my organization, we take calls for one week each quarter. When patients need provider assistance and their primary care provider is out of the office, we address their concerns. We may need to call the patient to discuss symptoms and/or side effects of medications. We are also called to send in prescriptions for patients when the primary provider is out of the office.

Pros and Cons

Pros

Notify me. I get a text, call and email.
Communication. It's clear what I am being called for.
I like how I can let the staff know when I have acknowledged the call and when I have resolved the problem.

Cons

When I open PagerDuty the page does look a little cluttered or busy.
It would be nice to go to the page with clear and straightforward instructions on what I must address.
Ability to change the color background.
Add a timer and alarms for tasks that need completed.

Most Important Features

Notifying the provider in different ways.
The app that is available on the phone that can use internet to be paged.
The way we can communicate and make notes on the progress of the call.

Return on Investment

If patients can talk to an on-call provider, it may save them from having to go to the ER.
Patients can get prescriptions after hours. The medication we prescribed saves lives.
Patients are more likely to stay enrolled in our program if they access care after hours.

Alternatives Considered

RingCentral Contact Center

There were more features and more ways to contact the provider. Ring Central would send out a call. I don't remember sending an email or text when I was paged. It seemed it was only an app on my phone and not located on my computer, where I could access it when I was working on the computer.

Key Insights

Do you think PagerDuty delivers good value for the price?

Not sure

Are you happy with PagerDuty's feature set?

Yes

Did PagerDuty live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of PagerDuty go as expected?

I wasn't involved with the implementation phase

Would you buy PagerDuty again?

Yes

Other Software Used

Oracle API Platform Cloud, athenaTelehealth, Looker

Likelihood to Recommend

I think PagerDuty works great for medical practices. I have used other platforms through other companies, and PagerDuty is by far the best platform. It is because of the different features it has to communicate to other staff members how the call is being handled. It is easy to learn how to use.

Comments

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