When seconds matter, health systems need processes that keep care moving forward. That’s why Mercy Health-Toledo launched Operation Top Gun—a focused initiative to accelerate patient transfers, reduce emergency department (ED) boarding and ensure patients receive timely, appropriate care.
Mercy Health-Toledo, who operates seven hospitals across northwest Ohio, recognized that their patient transfer process could be faster and more efficient. To address the challenge, they teamed up with Conduit Health Partners, along with the Mercy Health Life Flight network, to rethink how patients move across facilities.
The story of Operation Top Gun was recently featured in Chief Healthcare Executive, where Chris Freeman, manager of central staffing and scheduling at Mercy Health, shared insights into the initiative’s success.
The Challenge: One “Runway” Was Getting Overloaded
Like many health systems, Mercy Health-Toledo often directed patients to its largest hospital, Mercy Health–St. Vincent Medical Center. As a Level One trauma center, St. Vincent had the capacity to handle complex cases, but it also quickly became overburdened.
This created a ripple effect: patients spent too long in ED waiting for beds, while other hospitals in the system had capacity. “Everyone wanted to send all their patients to St. Vincent, and St. Vincent can take any patient until they’re full,” Freeman told Chief Healthcare Executive. “So, I think that load leveling was a challenge that we were able to overcome, which was great for the other hospitals up here in the Toledo market.”
A New Approach to Patient Transfers: Collaboration and Visibility
With Conduit Health Partners serving as the “air traffic controller” for patient transfers, Mercy Health-Toledo gained real-time visibility into system-wide capacity. Instead of funneling every patient through one facility, staff could see where beds were available across multiple hospitals, balancing the load and shortening wait times.
The results have been measurable:
- 34% reduction in patient transfer times
- Fewer patients boarding in EDs
Transportation processes were also reworked. Instead of waiting for a bed assignment before scheduling transport, Mercy Health-Toledo and Conduit Health Partners initiated transportation earlier, reducing a key pain point that slowed down transfers in the past.
The Keys to Success: Leadership and Teamwork
According to Chris, leadership buy-in was essential. From executives to frontline staff, everyone aligned around the mission of improving patient flow for the benefit of patients and families.
“We had buy-in from the top leaders all the way down to people like myself that were involved there, and I think, really, the commitment to everyone on that committee to wanting to do better for our patients,” Chris said in Chief Healthcare Executive.
He emphasized the value of partnership as well: “Mercy Health Toledo couldn’t do this by themselves. Mercy Life Flight couldn’t do this by themselves. Conduit Health couldn’t do it by themselves. The willingness to collaborate as a team, to come up with solutions to better our patients … that was vital.”
Improving Patient Transfers: A Better Experience for Patients and Families
For patients and their loved ones, the impact of faster patient transfers is immense. Whether it’s a parent waiting anxiously in a rural ED or a patient needing specialized care, quicker transfers mean less stress, shorter wait times and earlier access to the right level of care.
The Takeaway: Don’t Be Afraid to Change
Improving patient transfers isn’t just about process, it’s about mindset. Operation Top Gun succeeded because leaders and staff alike embraced innovation, collaboration and the willingness to do things differently.
At Conduit Health Partners, we’re proud to support health systems like Mercy Health-Toledo in transforming transfer processes. By serving as a trusted partner and central hub for patient movement, we help ensure that patients receive the right care, at the right time, in the right place.
Contact us to learn more about how we can partner with your organization.
