SIS Client Stories

EMU Health's ASC demonstrates how the right technology and thoughtful leadership can unlock substantial improvements in efficiency and patient care. By leveraging SIS Complete, the center addressed operational challenges and created a blueprint for sustained success as it scales to multiple facilities.

Situation

Located in Glendale, New York, EMU Health's multi-specialty ASC performs over 4,500 cases annually across five operating rooms. As an AAAHC-accredited facility, it maintains rigorous standards. ASC Administrative Director Jonathan Lammering explains, “We strive to bring hospital-level coordination and technology into the ASC environment while preserving the personal touch our patients expect.”

EMU ASC’s leadership recognized early that effective technology adoption could help them address a number of hurdles to their ability to achieve operational success and deliver high-quality care:

A 10% day-of-surgery cancellation rate, primarily due to pediatric non-compliance with fasting rules.
Communication breakdowns, where patients missed instructions due to lost calls or messages.
Fragmented workflows caused by manual workarounds, resulting in missed details and delayed care transitions.

I joined EMU after over a decade in hospital systems and have used EHR systems in the past. I was impressed by SIS compared to the hospital software I’d used before but realized we weren't fully leveraging SIS Complete’s capabilities. It was clear we needed renewed focus on both the system’s features and on empowering our staff to take ownership of their workflows.”

Jonathan Lammering

Administrative Director

Solution: Empowering Change Through Leadership

Lammering quickly identified SIS Complete's untapped potential and took a methodical approach to building staff proficiency and evolving workflows.

Automated Patient Messaging

Lammering revamped patient communication using SIS Complete’s messaging tools. “Parents are so busy taking care of their children that they don’t have time for phone calls, so they would forget when to stop their child's food intake before surgery. By using targeted text reminders from SIS Complete, we can ensure parents get all the information they need to prepare their children for surgery,” he explains.

Real-Time Patient Tracking

To address information gaps, Lammering implemented SIS Charts™ Patient Tracker Boards. This real-time visibility eliminated unnecessary phone calls and reduced waiting room disruptions, especially for anxious parents of pediatric patients. The boards enabled the care team to provide personal updates throughout the surgical process, putting parents at ease.

Centralized Staff Communication Tools

Lammering encouraged staff to leverage internal communication tools. “Instead of calling each other 10 times about one patient, we encouraged our teams — from scheduling to recovery — to use case coordination within SIS Complete, especially to communicate urgent needs and case changes,” says Lammering. This made message trails centralized and actionable.

Scheduling has become much more efficient with the SIS Link™ electronic case request tool, which enables surgeon office schedulers to submit case requests electronically, reducing back-and-forth communication between the office and the center.

When we onboard a new physician, it's easy to get them to use SIS Link because of how simple it is to submit a case request. They love it!”

Jonathan Lammering

Administrative Director

Data-Driven Improvements

SIS Complete’s business intelligence tools helped identify operational inefficiencies. Lammering recalls, "We noticed a surgeon whose start times were trending down. We discovered they were coming in and completing their operative notes from the previous day before starting their cases for the day. When we encouraged them to use SIS Charts Physician Mobile™ to complete op notes and sign consents at home before arriving at the center, we saw an immediate improvement in their start times.”

Data on annual caseloads helps EMU adjust for seasonal demand. "Being able to see the trends throughout the year helps us identify when our peak season is," Lammering says. "As we approach that time of the year, we open more ORs and schedule more staff to assist with the seasonal peaks, allowing us to accommodate the increased volume with ease."

Empowering Staff Through Education

In addition to expanding usage of SIS Complete and its capabilities, Lammering emphasizes a culture of learning and cross-training with SIS Complete. "We invested in peer-led training and practical reference guides tailored for our workflows. This empowered every team member to use the system effectively and confidently," he says. As reported by EMU staff, increased understanding led to more consistent system utilization and smoother handoffs across departments. Lammering also encourages continuous feedback from the team to tailor workflows over time, noting, "Our goal is continuous improvement. No system should ever be static."

Partnership With SIS

Beyond the technology, EMU ASC benefits from a true partnership with SIS, from sales to support.

SIS support is outstanding. When we encounter a challenge or have a process question, the SIS team responds quickly and thoughtfully. I have yet to leave a conversation with support without getting an answer or resolution.”

Jonathan Lammering

Administrative Director

The team values their relationship with their SIS representative, who maintains regular contact and serves as a proactive resource. “Our SIS rep truly understands our goals and brings us solutions tailored to our needs,” Lammering emphasizes. This collaborative relationship fostered both confidence in the SIS Complete system and a culture of continuous improvement at EMU.

Results

Harnessing SIS Complete delivered measurable improvements at EMU ASC.

Cancellation rate declined to 3%. Automated instructions reduced day-of-surgery cancellations from 10% to 3%, improving revenue predictability. “Every avoided cancellation is a win, not only for our finances but for patients who avoid unnecessary delays in care,” says Lammering.
Streamlined operations. Live trackers and integrated case coordination improved real-time communication, reducing interruptions and paper-based scheduling.
Enhanced operative note completion. SIS simplifies documentation with options tailored to different case complexities. Simple cases are documented directly within SIS Complete, while more complex cases rely on SNChart® Transcription by SIS. “These flexible tools help us stay compliant, ensure clinical accuracy, and reduce administrative workload,” says Lammering.
Facilitated AAAHC accreditation. The intuitive chart layout in SIS Complete simplified navigation for surveyors, supporting an efficient accreditation process.
Stronger patient engagement. Direct connection with caregivers ensures clear instructions. “With improved communication, families arrive prepared and less anxious. Our satisfaction scores reflect our continued focus on patient-centered care,” Lammering says.
More confident staff. Staff training and accessible system resources have helped staff feel more comfortable using SIS Complete’s features, resulting in fewer workarounds. According to Lammering, “Empowering our teams with technology helps create a sustainable, high-performing culture.”

Conclusion

Building on its success, EMU ASC plans to replicate these processes at its new Pearl River location, utilizing SIS Complete's Enterprise capabilities to streamline implementation.

EMU ASC’s experience serves as a model for other surgery centers: investing in the right ASC technology and implementing it strategically leads to significant operational improvements and enhances the patient experience. “The transformation we achieved wasn’t just about the platform itself; it was about how we used it. SIS Complete, combined with strong leadership and team engagement, became a powerful tool for ASC success,” says Lammering.

EMU Ambulatory Surgery Center

Overview

Situation

Solution: Empowering Change Through Leadership

Automated Patient Messaging

Real-Time Patient Tracking

Centralized Staff Communication Tools

Data-Driven Improvements

Empowering Staff Through Education

Partnership With SIS

Results

Conclusion

Read More Stories