Innovative capacity building: University of Utah Health’s success with a collaborative capacity action plan
Abstract
In response to mounting capacity constraints, rising emergency department (ED) boarding and left-without-being-seen (LWBS) rates and projections indicating the need to nearly double inpatient capacity within a decade, University of Utah Health launched a comprehensive, system-wide Capacity Action Plan in 2022. This case study outlines the strategic shift from a siloed, reactive approach to a coordinated, data-driven and collaboratively governed framework designed to drive short- and mid-term capacity gains while laying the groundwork for long-term, sustainable growth. In its first year, the Capacity Action Plan yielded over 6,800 additional bed days — equivalent to 18 staffed inpatient beds — alongside a 5 per cent decrease in inpatient occupancy, a 1 per cent drop in LWBS, a 2 per cent reduction in ED boarding and a combined US$19.1m in contribution margin and cost avoidance. Year 2 sustained and expanded these results, delivering over 5,200 additional bed days, US$8.3m in contribution margin and US$5.2m in operational savings, while also increasing online self-scheduling by 109 per cent, conducting 10 per cent of outpatient visits virtually and improving radiology and surgical throughput. Beyond outcomes, the initiative catalysed cultural change and operational alignment, with lessons learned around prioritisation, cross-functional execution and adaptability. University of Utah Health demonstrated that capacity expansion does not always require new buildings — it can be achieved through disciplined execution, shared ownership and continuous learning. This case study presents a replicable model for health systems aiming to enhance care access, efficiency and financial resilience in the face of increasingly complex demands. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.
The full article is available to subscribers to the journal.
Author's Biography
Cassandra Taft, MBA, MHA, is the Director of Strategy Implementation at the University of Utah Health Hospitals and Clinics (UUHC), where she leads system-wide initiatives that advance growth, operational excellence and measurable impact. She previously served as an Administrative Fellow at UUHC, gaining broad experience in healthcare administration and strategic planning while working closely with executive leadership. Her background spans private practice management, clinical research and direct patient care as a certified nursing assistant and phlebotomist. Cassandra earned dual master’s degrees in healthcare administration and business administration from Weber State University , Ogden, Utah. An active speaker and mentor, she contributes to national conferences and professional development programmes designed to support the next generation of healthcare leaders.
Gina Hawley, DrPH, MHA, is the Chief Operating Officer for University of Utah Health Hospitals & Clinics, where she leads operations and execution of major strategies across the health system. Previously, she served as the Vice President of Professional and Support Services at Oregon Health and Science University (OHSU), where she oversaw several allied health, clinical and support services departments. Hawley has extensive experience directing Neurosciences service lines at OHSU and Johns Hopkins Medicine. Her earlier roles include senior project analyst, clinic manager, HIV/AIDS volunteer coordinator, and certified nursing assistant in High Risk Obstetrics as well as Labor & Delivery. Dr Hawley received her bachelor’s and master’s in health administration from Creighton University, Omaha, Nebraska, and University of Minnesota, Minneapolis. She earned a doctorate of public health (DrPH) in health management and leadership from Johns Hopkins University, Baltimore, Maryland. She is an adjunct assistant professor at Johns Hopkins Bloomberg School of Public Health, Baltimore, Maryland, and adjunct faculty at OHSU Division of Management, Portland, Oregon.
Ischa Jensen, MBA, MHA, PMP, FACHE, is the Associate Executive Director of System Planning at the University of Utah Hospitals and Clinics (UUHC), Salt Lake City, Utah. With 20 years of experience in healthcare leadership, she has worked across revenue cycle, private practice, operations, project management, space planning and strategic execution. At UUHC, she oversees efforts that range from campus expansions and new health sites to operational project management and system-wide operational planning. Passionate about building strategies that bring clarity to complexity, Ischa is known for delivering results while fostering collaboration across diverse teams. A Fellow of the American College of Healthcare Executives, Ischa holds dual master’s degrees in business administration and health administration and is a certified Project Management Professional.
Spencer Steinbach, MSN, RN, is the System Nursing Director of Capacity Management at University of Utah Health, Salt Lake City, Utah, where he leads system-wide initiatives to improve patient flow and access to care. In 2015, he spearheaded the development of the Centralised Patient Placement Center, a transformative effort that continues to evolve under his leadership as he explores innovative strategies to enhance patient throughput. With over 20 years of nursing experience, Spencer brings a strong clinical foundation in emergency nursing and a proven track record in nursing leadership. His career spans multiple academic medical centres, and he began his journey in healthcare as a travel nurse, gaining a broad perspective on healthcare delivery across diverse settings.
Russell Vinik, MD, is an internal medicine hospitalist physician currently serving as Chief Medical Operations Officer for the University of Utah Hospitals and Clinics, Salt Lake City, Utah. He completed medical school at the University of Texas Southwestern Medical Center, Dallas, in 1999 and Internal Medicine residency at Yale, New Haven, Connecticut and Greenwich Hospital, Connecticut, in 2002. He began his career as a full-time hospitalist caring for inpatients at the University of Utah Hospitals, Salt Lake City, Utah. From 2015 to 2020 he served as Chief Medical Officer at the University of Utah Health Plans, Salt Lake City, Utah. In 2020, Dr Vinik transitioned to serve as Chief Medical Operations Officer at University of Utah Health, where he has focused on improving inpatient capacity and flow, initially during the COVID emergency and subsequently as capacity constraints have continued post-pandemic.
Citation
Taft, Cassandra, Hawley, Gina, Jensen, Ischa, Steinbach, Spencer and Vinik, Russell (2026, June 1). Innovative capacity building: University of Utah Health’s success with a collaborative capacity action plan. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 10, Issue 4. https://doi.org/10.69554/PKNT4924.
Publications LLP