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baptist-health-500w-1 - Tyler Moore
Baptist Medical Center Jacksonville Added 4 OR Cases per day per Hospital


Located in the greater Jacksonville area, Baptist Health comprises five Magnet-designated hospitals, 74 ORs, and 14 endoscopy suites. Over 12,000 employees and 1,200 physicians serve the region through more than 40 speciality areas. 

To support growth targets by attracting and retaining surgeons in a competitive talent market, Baptist Health wanted to streamline their OR scheduling process. Disparate booking forms, communication channels, and workflows for submitting case information across the health system made it challenging to schedule surgeons at multiple hospitals or flex OR scheduling staff among facilities. High call volumes and wait times led clinics to schedule as many cases as possible when they did reach OR scheduling, resulting in long handle times and a high abandoned call rate. The many communication channels caused lost information and confusion among employees, leading to redundant follow-up calls and delays. 

Baptist Health partnered with the iQueue for Operating Rooms product team to develop an electronic case scheduling system called Schedule to alleviate these issues at its Jacksonville Medical Center. Schedule offers a single source of information on the OR schedule and allows schedulers to request OR time and submit case information for elective cases when convenient. Streamlining the whole system and standardizing processes, this single platform provided accurate and up-to-date information, reducing the need for inquiry phone calls and empowering schedulers to work efficiently across hospitals, avoiding errors and putting cases on the schedule faster. 

The use of Schedule supported better employee satisfaction and noticeable results in OR scheduling efficiency. 

Key Takeaways


Identify sources of variation in the OR scheduling process


Understand how inefficiencies in OR scheduling inhibit growth for the health system as a whole


Recognize how technology can solve OR staff pain points to balance workload and support higher satisfaction


Reduced abandoned calls by 46% 
Scheduled an average of 4 additional daily cases per hospital 
Decreased average handle time of calls by 50%
Reduced call volume by 40% at the largest hospital 
We received real, worthwhile results from our investment in LeanTaaS and alignment of people and processes. Improving our OR operations translates to surgical growth, engaged providers, and improved patient care, all of which are helping us achieve our organizational goals.
Amy Cate Huveldt
Vice President of Performance Excellence, Baptist Health

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