Press release

Spok Contact Center Solutions Enhance Operational Efficiency at North York General Hospital

Sponsored by Businesswire

, a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ:
SPOK) and a global leader in healthcare communications, announced that
North York General Hospital (NYGH) has successfully implemented Spok
Care Connect® contact
center solutions to increase
operator efficiency and help improve the delivery of care for their
patients. NYGH, one of Canada’s leading academic hospitals and globally
ranked among the top 100 in the world and number two in Canada, reported
a successful go-live after receiving its first call on the new Spok
system on March 12.

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North York General Hospital is one of the leading academic hospitals in Canada. (Photo: Business Wir ...

North York General Hospital is one of the leading academic hospitals in Canada. (Photo: Business Wire)

“Our partnership with Spok marks a new era for our contact center and a
positive impact on communication across the hospital,” said Sumon
Acharjee, chief information officer at NYGH. “We are able to mitigate
patient safety risks by connecting physicians, nurses, and others with
accurate information in a fast and reliable manner. We strongly believe
the Spok communication platform will provide long-term value for our
organization. This step represents a major automation milestone by
eliminating what was previously all-manual operator procedures.”

This implementation was part of NYGH’s larger initiative to modernize
call center operations and replace outdated methods of call handling.
After upgrading existing telephony systems and extending to Voice over
IP (VoIP), NYGH began evaluating several communication vendors. They
found Spok was the only company to offer a turnkey solution that came
equipped with every element needed to streamline
their operational processes
and deliver consistently exceptional
customer service.

“We needed a new system that would allow us to build capacity and
integrate with modern technology,” says Chi-Cheng Chu, information
services manager at NYGH. “Spok presented the most advanced solution
with all the tools our operators need in one single platform. Our
go-live went flawlessly and our Spok system is working seamlessly for
our operators.”

Implementing Spok operator
is increasing productivity at NYGH with easy-to-use operator
software that puts all the necessary information to process
communications within a few keystrokes. NYGH is also implementing Spok
solutions for call
, web
, and on-call
, allowing them to evaluate how calls are handled and
ensure staff contact information and schedule information is accurate
and readily accessible. NYGH can now handle higher call volumes, while
providing the highest quality caller service.

“Contact centers are the heart of communications for nearly every area
of the modern hospital,” said Vincent D. Kelly, president and chief
executive officer of Spok Holdings, Inc. “We are proud to offer advanced
technology that brings together critical functions and helps hospitals
like NYGH reduce costs, improve patient care, and achieve operational

About North York General Hospital

North York General Hospital, affiliated with the University of Toronto,
is one of Canada’s leading community academic hospitals. We offer our
culturally diverse community a wide range of acute care, ambulatory and
long-term care services across multiple sites. Through partnerships,
collaboration and academic endeavours, we seek to set new standards for
patient- and family-centred care. Working together with our patients and
their families, we are making a world of difference.

About Spok

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ:
SPOK), headquartered in Springfield, Virginia, is proud to be a global
leader in healthcare communications. We deliver clinical information to
care teams when and where it matters most to improve patient outcomes.
Top hospitals rely on the Spok Care Connect® platform to
enhance workflows for clinicians, support administrative compliance, and
provide a better experience for patients. Our customers send over 100
million messages each month through their Spok® solutions.
Spok is making care collaboration easier. For more information, visit
or follow @spoktweets
on Twitter.

Spok is a trademark of Spok Holdings, Inc. Spok Care Connect is a
trademark of Spok, Inc.