Podcast Summary: Transforming Patient Flow and IT Quality at University Health with Ashley Schutz

Podcast: Becker’s Healthcare Podcast
Host: Scott Becker
Guest: Ashley Schutz, Director of IT Quality Assurance, University Health Texas (San Antonio)
Date: December 15, 2025
Episode Theme: The transformation of patient flow and IT quality at University Health, focusing on the integration of technology and the cross-functional collaboration that drives better outcomes for staff and patients.

Episode Overview

This episode delves into how University Health in San Antonio is transforming its patient flow and IT quality through the leadership of Ashley Schutz. The discussion spotlights Ashley’s unique journey from microbiology to healthcare IT, her role as a bridge between IT and operations, and the impact of implementing technologies such as EPIC and LeanTaaS. Major topics include the importance of end-user connection, data transparency, real-time insights, and the cultural shifts driven by a new command center and rapid system growth.

Key Discussion Points & Insights

1. Ashley Schutz’s Professional Journey & Role (00:45)

• Started as a medical laboratory scientist in microbiology at University Health.
• Driven by passion for process improvement and interdepartmental collaboration.
• Joined EPIC implementation team during the COVID pandemic, then shifted to IT Quality Assurance.
• Returned to school to obtain a Master’s in Healthcare Administration, emphasizing the importance of bridging IT and operations.

Quote:
"I feel like I've kind of turned into this Swiss army blade. I like to bridge the gap in between IT and operations."
— Ashley Schutz (01:55)

2. Keys to Effective Technology Implementation (03:28)

• Deep immersion with end users: Understand not just technical needs, but how patient care is delivered.
• Shadowing & workflow analysis: The IT team must see daily operations firsthand.
• System familiarity: Knowing both user workflows and system architecture avoids silos and ensures successful adoption.

Quote:
"My number one thing that I would say is important would be to just immerse yourself in what you are doing for your end users… Try and figure out what the need is. Not just what can the system do, but how can we make the system work for you."
— Ashley Schutz (04:06)

3. The Power of Cross-Functional Collaboration: LeanTaaS Implementation Example (05:29)

• Initial data from LeanTaaS didn’t match anecdotal clinician reports.
• The team reverse-engineered workflows by shadowing end users to discover undocumented practices.
• Result: Improved data accuracy, workflow optimization, and actionable metrics.
• Led to meaningful, actionable decisions grounded in both clinical and IT data integration.

Quote:
"We were able to discover opportunities within our workflows… now we have a great representation of what is actually occurring on the floor and all of that is tying together."
— Ashley Schutz (07:15)

4. Transformative Impact on Patient Flow & Transparency (08:47)

• LeanTaaS provided real-time data transparency across University Health, surfacing barriers and discharges proactively.
• Shifted from reactive to proactive methods for resource allocation (EVS, transport, supervisors).
• Improved coordination led to more efficient patient movement, quicker bed turnover, and measurable time savings.

Quote:
"Just the transparency and now being able to see everything that is going on as it relates to throughput has been eye opening. We have people talking, we have a push instead of a pull method now."
— Ashley Schutz (09:26)

5. Real-Time Insights and Predictive Tools in Operations (11:32)

• Barriers to discharge: Documentation increased from 1–2 to 500+ weekly post-LeanTaaS launch (April 2025).
• Enhanced huddle meetings with clear "ownership conversations" and multidisciplinary coordination (physicians, PT/OT, EVS, transport).
• Transitional Care Center: Predictive insights increased patient routing efficiency and set the stage for further process standardization.

Quote:
"We were able to assign ownership… We had all the stakeholders involved to be able to say, we have it documented. What can you do to help us in your area to move this along?"
— Ashley Schutz (13:07)

6. Launch of the Command Center (14:45)

• Repurposed NICU unit into a state-of-the-art Command Center for centralized, cross-functional operations.
• Includes bed planners, house supervisors, EVS, transport staff, float pool nurses, and eventually physicians.
• Features 10 large screens displaying real-time patient flow and status.
• Early results include 10–15 minute reductions in bed clean turnaround times and improved operational communication.

Quote:
"It really is like an air traffic control area that allows somebody with a big picture to step in and help make decisions to control the whole house."
— Ashley Schutz (17:09)

7. Cultural Shift & Staff Buy-In (17:42)

• Focus on more than metrics: Ensuring staff experience aligns with improved data.
• Emergency Department (ED) staff noticed measurable reduction in boarding times, reflecting real change.
• Staff engagement and positive feedback drive a "flywheel effect" for further adoption and improvement.

Quote:
"What she told me, she goes, Ashley, I am so excited because we are actually starting to function like an ED again. They could feel it down in the ED as we were creating more movement up on the units."
— Ashley Schutz (18:32)

8. Preparing for Scale: What’s Next at University Health? (20:03)

• Existing hospital (~1,000 beds) to add three new community hospitals (~600 additional beds) by 2027.
• Planning for inter-hospital patient movement, standardizing protocols to ensure seamless operations and care quality system-wide.
• Emphasis on avoiding silos, standardizing across campuses, and leveraging technology for capacity management.

Quote:
"We really want to try and standardize as much as we can so that no matter where you go within our system, you can still expect the same level of care."
— Ashley Schutz (21:40)

Notable Quotes & Timestamps

• “I like to bridge the gap in between IT and operations.” (01:55)
• “Immerse yourself in what you are doing for your end users…” (04:06)
• “We were able to assign ownership… What can you do to help us in your area to move this along?” (13:07)
• “It really is like an air traffic control area that allows somebody with a big picture to step in and help make decisions to control the whole house.” (17:09)
• “They could feel it down in the ED as we were creating more movement up on the units, that they could move their boarding patients up a lot faster… it allowed them to breathe a little bit, honestly.” (18:32)
• “We really want to try and standardize as much as we can so that no matter where you go within our system, you can still expect the same level of care.” (21:40)

Key Timestamps

• 00:45 – Ashley’s background and professional journey
• 03:28 – Best practices in healthcare tech adoption
• 05:29 – LeanTaaS implementation: Bridging data & operations
• 08:47 – Impact of real-time transparency on patient flow
• 11:32 – Use of real-time and predictive tools to improve operations
• 14:45 – Opening and design of the new command center
• 17:42 – Staff buy-in and cultural change
• 20:03 – Future growth and system-wide standardization

Podcast Tone

The conversation is collaborative, candid, and highly practical, with Ashley Schutz providing both technical and operational insights grounded in real-world successes at University Health. Her enthusiasm for cross-functional integration and supportive leadership shines throughout the discussion.

This summary provides a comprehensive overview for listeners who want to grasp the practical strategies and cultural shifts underpinning University Health’s transformation in IT quality and patient flow.