The vision
University Hospitals (UH), based in Cleveland, set out to transform patient access by making scheduling a strategic capability. The health system aimed to give every patient a seamless, consistent, and empowering experience. It also sought to streamline workforce support and ensure appointment accuracy and reliability.
Co-creating the solution
Facing such challenges as clinical variation and change fatigue, UH partnered with Chartis. First, they established a partnership across IT, scheduling, and operations. Then, they anchored decisions in four principles: equity, efficiency, data integrity, and shared accountability. They gained buy-in via provider champions and weekly clinical chair meetings. Template guidelines, capacity models, shared dashboards, and co-designed frameworks ensured transparency and alignment.
Believe in better
Guided scheduling exceeded expectations and built trust across teams. Most services are now live, with a roadmap in place for all specialties. Patients can now self-schedule with clarity and confidence, regardless of location. Providers report improved slot utilization and fewer no-shows. Call centers benefit from decision support and reduced call times. Practice staff experience fewer rework issues and improved workflows.
