IMPACTS OF A CENTRALIZED SCHEDULING MANAGEMENT TOOL ON HEALTHCARE PROFESSIONAL EFFICIENCY, AUTONOMY, AND SATISFACTION: A CASE STUDY AT THE CENTRE HOSPITALIER DE L’UNIVERSITE DE MONTREAL (CHUM)
Author(s)
Marie-Hélène Lafeuille, MSc1, Jean-Philippe Adam, B.Pharm, M.Sc, BCOP2, Marie-Claude Langevin, B.Pharm, M.Sc, EMBA, LSSGB3, Mireille Luc, PhD, MBA4;
1AppEco, Montreal, QC, Canada, 2Centre Hospitalier de l’Universite de Montreal (CHUM), Department of Pharmacy; Research Center of CHUM, Montreal, QC, Canada, 3Centre Hospitalier de l’Universite de Montreal (CHUM), Department of Pharmacy, Montreal, QC, Canada, 4Petal Health, Montreal, QC, Canada
1AppEco, Montreal, QC, Canada, 2Centre Hospitalier de l’Universite de Montreal (CHUM), Department of Pharmacy; Research Center of CHUM, Montreal, QC, Canada, 3Centre Hospitalier de l’Universite de Montreal (CHUM), Department of Pharmacy, Montreal, QC, Canada, 4Petal Health, Montreal, QC, Canada
Presentation Documents
OBJECTIVES: Efficient scheduling and timely communication between healthcare professionals (HCP) are central to hospital operations to maximize time for patient care. In 2022, the CHUM implemented a centralized scheduling management solution, replacing manual processes and providing real-time visibility of on-site and on-call staff across the organization. This study evaluates the impacts of the solution on HCP autonomy, efficiency, and satisfaction.
METHODS: This retrospective study used data from 2021 to 2025 on scheduling activity (publication frequency and change/absence requests as indicators of predictability, flexibility, and autonomy), secure message exchanges, real-time tool access events, and satisfaction. Descriptive analyses were stratified by group types (physicians, residents, pharmacists, nurses, admin), scheduling tool (advanced, standard), and year. Net promoter score (NPS) data were collected quarterly from regular members and planners. Multivariate linear regressions assessed associations between group characteristics and outcomes.
RESULTS: A total of 102 groups (N=2,519 members), including 13 using the advanced scheduling tool, were analyzed. Overall, 28% of groups (49% of physician groups) published long schedules (≥2 months). Mean absence/change requests per member per year (pmpy) increased from 13 in 2022 to 56 in 2024 (p<0.001), averaging 160 for advanced-tool groups. After accounting for other group characteristics, adjusted difference between advanced- and standard-tool groups remained significant (p<0.001). Use of secure messaging varied, with pharmacists using it more than physicians (86 vs. 8 messages pmpy). Tool access events increased over time, while calls to the communication center declined, with staff accessing the tool 350 times per day to obtain real-time, reliable information. Satisfaction (NPS) increased over time (p<.05 from 2024), and was higher for advanced-tool groups (p=.0025) and for planners (p=.0258).
CONCLUSIONS: At the CHUM, the scheduling management solution improved HCP autonomy and satisfaction, particularly among advanced-tool users. Communication efficiency improved overall, though variable adoption suggests opportunities to further optimize use and organizational benefits.
METHODS: This retrospective study used data from 2021 to 2025 on scheduling activity (publication frequency and change/absence requests as indicators of predictability, flexibility, and autonomy), secure message exchanges, real-time tool access events, and satisfaction. Descriptive analyses were stratified by group types (physicians, residents, pharmacists, nurses, admin), scheduling tool (advanced, standard), and year. Net promoter score (NPS) data were collected quarterly from regular members and planners. Multivariate linear regressions assessed associations between group characteristics and outcomes.
RESULTS: A total of 102 groups (N=2,519 members), including 13 using the advanced scheduling tool, were analyzed. Overall, 28% of groups (49% of physician groups) published long schedules (≥2 months). Mean absence/change requests per member per year (pmpy) increased from 13 in 2022 to 56 in 2024 (p<0.001), averaging 160 for advanced-tool groups. After accounting for other group characteristics, adjusted difference between advanced- and standard-tool groups remained significant (p<0.001). Use of secure messaging varied, with pharmacists using it more than physicians (86 vs. 8 messages pmpy). Tool access events increased over time, while calls to the communication center declined, with staff accessing the tool 350 times per day to obtain real-time, reliable information. Satisfaction (NPS) increased over time (p<.05 from 2024), and was higher for advanced-tool groups (p=.0025) and for planners (p=.0258).
CONCLUSIONS: At the CHUM, the scheduling management solution improved HCP autonomy and satisfaction, particularly among advanced-tool users. Communication efficiency improved overall, though variable adoption suggests opportunities to further optimize use and organizational benefits.
Conference/Value in Health Info
2026-05, ISPOR 2026, Philadelphia, PA, USA
Value in Health, Volume 29, Issue S6
Code
HSD51
Topic
Health Service Delivery & Process of Care
Disease
No Additional Disease & Conditions/Specialized Treatment Areas