Case Study: Large Hospital System Company improves patient scheduling and resource utilization with CognitiveScale

Large Hospital System Company - Customer Case Study

Large Hospital System Company, a multi-location hospital system serving local and international patients, struggled with a manual, tedious scheduling process in its EHR. Schedulers had difficulty matching patient preferences, historical behavior, provider availability, and imaging/lab capacity, while the main hospital was overused and suburban sites were underused, leading to reschedules, cancellations, and poor patient satisfaction. CognitiveScale helped address this with an AI-enabled scheduling approach.

CognitiveScale implemented a patient scheduling advisor using constraint-solving machine learning and Profile-of-One patient data to optimize appointments across providers, labs, imaging, and locations. By combining EHR data, scheduling rules, patient preferences, and historical trends, the solution increased scheduler acceptance of recommended schedules to 80%, improved patient satisfaction by reducing churn, and boosted utilization of suburban locations.