Infusion efficiency overhaul delivers $6M in annual ROI for Baptist MD Anderson
Infusion volumes at Baptist MD Anderson Cancer Center in Jacksonville, Fla., have more than doubled since 2019, surpassing 39,000 annual visits, without adding a single chair. This growth, which includes a 140% increase in daily scheduled volumes and a 13% boost in chair efficiency, was achieved through data-driven redesign, predictive analytics and a shift in scheduling strategy.
During a recent webinar hosted by Becker’s Healthcare and LeanTaaS, LeeAnn Mengel, RN, vice president at Baptist MD Anderson, and Christi Urman, account manager at LeanTaaS, shared how they reimagined infusion workflows using LeanTaaS’ iQueue for Infusion Centers to uncover hidden capacity and reduce wait times.
Here are four takeaways from the discussion:
1. Growth pressures exposed legacy inefficiencies
When infusion volumes at Baptist MD Anderson began to climb, the team faced a familiar dilemma: rising demand without the space or staff to match. Rather than expanding the physical footprint or extending hours, leaders took a closer look at how chairs were actually being used.
“Our staff wasn’t getting breaks, pharmacy was overburdened and there was drug waste,” said Ms. Mengel. “We had capacity that we weren’t using and we knew that we would not be able to continue to sustain growth if we didn’t fix it.”
Through that analysis, the team discovered an imbalance in patient distribution, with certain days and times routinely overbooked while others remained underutilized. This mismatch resulted in bottlenecks, delays and underused resources.
2. AI-powered appointment template redesign
One of the first steps toward unlocking capacity was redesigning infusion appointment templates. Baptist MD Anderson prioritized balancing patient acuity, infusion durations and staffing patterns across the day.
“Instead of just working with random jigsaw puzzle pieces, you’re really given a full picture so you know what your infusion schedule should look like for that day,” said Ms. Urman.
This approach enabled a more even distribution of appointments, especially among longer-duration visits, and gave staff a clearer view of expected daily workload. By adjusting their process, Baptist achieved over 85% of monthly compliance to schedule templates.
3. Predictive analytics improved chair utilization and wait times
By integrating predictive and prescriptive analytics, Baptist MD Anderson was able to forecast demand more accurately and make real-time adjustments. The result was a 30% reduction in average chair wait times and a 20% decrease in drug wait times.
Importantly, the team was able to accomplish these results without adding chairs or increasing hours, a critical win given workforce constraints and budget considerations.
“Having that data hygiene where you’re really making sure we’re doing apples to apples and we understand what we’re getting out of it was really key,” Ms. Mengel said.
4. Cultural change is the key to success
Technology alone wasn’t enough to sustain the transformation. Leaders emphasized the importance of engaging front-line staff, gathering feedback and aligning the scheduling model with the realities of clinical care.
The Baptist South site also piloted iQueue’s Patient Assignment tool, allowing improved schedule monitoring and ensuring equitable workload distribution.
“Our nurses really like it. They feel like it’s fair and equitable across the board,” Ms. Mengel said. “We really have a great team now that feels they are supported and that’s certainly improving chair time.”
The initiative also included weekly check-ins, real-time reporting and a governance model that enabled ongoing refinements, ensuring the system remained responsive even as volumes continued to grow. These adjustments enabled Baptist MD Anderson to create an even workload for nurses (6 to 7 patients a day per nurse) and empower staff to have at least a 30 minute lunch break, 90% of the time.
By rethinking workflows, prioritizing analytics and relying on AI-driven optimization, Baptist MD Anderson created more capacity within existing resources. The experience shows how smart scheduling and data transparency can turn operational challenges into strategic advantage.
“iQueue has really hit the mark for us and it has made a difference in our infusion centers,” Ms. Mengel said. “It goes beyond the literal chair. It’s also about process and thinking about future success.”
Interested in hearing more real-world case studies like Baptist MD Anderson Cancer Center’s? Join Becker’s Healthcare and LeanTaaS at Transform Infusion Center Operations Virtual Summit this Sept. 17. Explore the packed agenda and participating health systems, and save your seat — here.
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