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How NewYork-Presbyterian/Columbia University Irving Medical Center Used AI to Cut Wait Times by 8% While Allowing for 25% More Same Day Add-On Patients


INF_Session 3_Catherine_Lina-Santana_NYP
Catherine Lina Santana
BSN, RN, OCN Chemotherapy Verification Coordinator NewYork-Presbyterian/Columbia University Irving Medical Center
INF_Session 3_Justin_Ngai_NYP
Justin Ngai
MSN, RN-BC, NE-BC Operations Manager- Adult Infusion Center NewYork-Presbyterian/Columbia University Irving Medical Center


A busy urban facility, NewYork-Presbyterian/Columbia University Irving Medical Center’s Adult Infusion Center strove to accommodate volume efficiently while providing a positive experience for its many patients. The center was struggling, however, with extended patient wait times, nurses having to stay past closing time, and an inflexible schedule that did not account for no-show and same day add on patients. 

To address these challenges in a cost-effective manner, the infusion center partnered with iQueue for Infusion Centers to develop and implement an enhanced scheduling template using historical data and AI modeling. Leveraging this data on past patient volumes and patterns of no-shows and add on cases, along with industry standards and the center’s own target metrics, the NewYork-Presbyterian team used iQueue’s AI capabilities to create a template that spread appointments evenly across operating hours to maximize the utilization of infusion chairs without exceeding capacity. 

Using these AI-informed scheduling tools, NewYork-Presbyterian was able to optimize the use of all resources and increase efficiency in the infusion center, accommodating a higher volume of patients, including add on appointments, with shorter wait times.  

Viewers of this webinar will be able to:  

  • Explain how infusion centers can leverage data-driven insights to increase productivity and improve patient experience through efficient scheduling
  • Discover how cutting-edge tools and techniques can help optimize resource utilization and prevent capacity overloads in high-volume settings
  • Understand how to utilize scheduling templates to increase patient volume without compromising on the quality of care or straining staff and physical resources


8%Decrease in average wait times
25%Increase in same-day add-on appointments
36%Decrease in days over capacity, for less overtime and higher nurse satisfaction
It’s nice to hear from my scheduling partners that it’s easy to find the appointment slot they need…We’re happy to see this change, in that our overbooking requests have dramatically reduced. This is part in due to the data iQueue gathered and the template guidance they gave us.
Catherine Lina Santana BSN, RN, OCN
Chemotherapy Verification Coordinator, NewYork-Presbyterian/Columbia University Irving Medical Center

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