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iQueue for Infusion Centers Case Study – Munson Healthcare


Located on Munson Medical Center’s main campus in Traverse City, MI, the Cowell Family Cancer Center is transforming cancer care in northern Michigan. In 2017, the center was recognized by the advocacy group Less Cancer for its leadership in cancer prevention efforts.

Prior to implementing iQueue for Infusion Centers, Munson’s scheduling process depended heavily on the charge nurse and took 2 to 4 hours each day to complete. Adding to the complexity was the fact that the schedule was actually maintained in two systems, which necessitated an extra step in the process to assure both schedules matched. Center staff lacked visibility beyond the day’s schedule in terms of foreseeing the work week ahead, which left the staff feeling helpless to plan ahead. As a result, the center often experienced days with extremely high patient volumes and a pace so frenetic that nurses would often miss lunches, stay late beyond the anticipated closing time, and in work in constant “survival mode”. Patient safety – especially during the peak hours between 10am and 2pm– remained an ever-present concern.

To improve conditions, center administrators tried changing the scheduling method from scheduling-by-nurse to scheduling-by-pod, restricting certain treatments (e.g. BCG) to certain days, reserving appointments for injections/port flushes, and shifting non-oncology patients to certain weekdays. Despite these efforts, the center did not see meaningful, lasting improvement.


Staff were eager to try the different approach iQueue for Infusion Centers offered because the scheduling methods from before were not working. After fine-tuning the initial templates during a “break-in” period, the staff was able to immediately feel the benefits. “Sometimes, I think the staff forget how far we’ve come with LeanTaaS,“ said Kate Swisher, Manger Nursing Services. “The days before were frenetic, missed lunches were common, and extended days happened frequently. Further, the nurses felt like they had no say in how the patients were scheduled or assigned to them. This has changed completely.”

Utilization Curve Before

Munson before curve
  • Frequent “mid-day” peaks and slow mornings and evenings
  • Frequent overflow in waiting rooms – long patient waiting times

Utilization Curve After

Munson after curve
  • Even workload throughout the day allows for more predictable schedules
  • Unlock capacity to help deal with unexpected delays and add-ons


The following results were calculated by comparing the six month period post-iQueue launch to the analogous six months in the previous calendar year.

Decrease in Overall Average Wait Times
INCREASE in Volume Without Additional Chairs, Staff or Operating Hours
Additional Capacity Unlocked
Increase in the Frequency of Nurses Leaving On-Time
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