Empty block time — unused operating room capacity that delays patients, wastes resources and frustrates staff — can eat away at an ASCs’ bottom line.
Sacramento, Calif.-based Sutter Health has taken a bold step to address this challenge. Instead of waiting for cases to trickle in, its ASCs are actively managing schedules to speed up access and reduce patient friction.
“We wanted to move from ‘we’re here if you need us’ to being proactive partners,” said Sarah Sterling, CASC, executive of operations for Sutter Health’s Surgery Center Division, who began her career as a surgery scheduler.
The move was born out of necessity, Ms. Sterling told Becker’s. Sutter Health operates 36 ASCs today and plans to nearly double that number by 2030.
“Too many patients faced hurdles in getting care, and we knew we needed stronger workflows to manage demand,” she said. “We reviewed utilization at our ASCs, partnered with schedulers and managers and identified barriers in scheduling. What we found was that ASCs were limited by traditional workflows, where we generally just waited for physicians to schedule cases — waiting for faxes or phone calls.
Now, cancellations are rescheduled on the spot, cutting out delays and follow-up calls. Sutter also partners directly with physician offices to connect with patients who are cleared for surgery but haven’t yet booked.
One key metric is cancellation retention — tracking how many canceled patients are rebooked immediately.
“Even if only one patient is retained that way, it matters,” Ms. Sterling said. “It removes steps for patients and reduces frustration.”
Ms. Sterling emphasized that this transformation wasn’t powered by software, but by a mindset shift, a key consideration for the many independent ASCs who don’t have the resources for big tech investments.
“Reimagining workflows doesn’t require software, it requires mindset,” she said. “Just asking a patient before they hang up if they want to reschedule doesn’t need AI or software. It’s curiosity and compassion.”
At the center of these scheduling changes is the patient. By eliminating extra steps and providing more direct access, Sutter is creating smoother, faster experiences.
“Our mission is ‘patients first, people always,'” Ms. Sterling said. “This approach helps ensure patients don’t wait unnecessarily, and they feel supported throughout the process.”
