A Branch Customer Story - University of Colorado Hospital

The University of Colorado Hospital in Aurora is a busy place.

Considered the top hospital in the state, UCH is the region’s primary teaching hospital, affiliated with the University of Colorado School of Medicine employing more than 1,300 doctors and 1,800 nurses. Located on the sprawling Anschutz Medical Campus, UCH is top-ranked nationally in the field of Pulmonology.

That’s where you’ll find Keisha Mathes, who is an Ancillary Health Technician (ACH) where she is a phlebotomist and performs electrocardiograms (EKG).

Name: Keisha Mathes Role: Ancillary Health Technician, EKG and Phlebotomy

Branch Messenger Features Used:

  • Shift Swap
  • Time-Off Requests
  • Schedule Reminders
  • Availability
  • Instant Messaging
  • Group Messaging

Vertical: Hospital & Medicine; Nursing, Ancillary Health

Branch, to the Rescue

Keisha has been with UCH for about a year and using Branch there for about two months.

Before Branch was implemented in her department in June, most of the employee scheduling was buried in paperwork. Keisha’s team, comprised of about 40 to 50 staff, has a unique way of scheduling. Because the nature of working in a hospital changes very frequently, their staff commits to working 12-hour shifts to blanket coverage in a 24/7 environment.

But, their team has a unique method of staffing. Managers post a bunch of open shifts and the employees can self-select their schedules.

The open shift feature on Branch has made this process much easier. Before, there was a lot of paperwork that made scheduling a lengthy endeavor. You can imagine the challenges in staffing a hospital environment, and management was looking for a mobile solution that was user-friendly and straightforward.

Simply put, the legacy systems were just not fast or intuitive. “Lots of paperwork,” recalls Keisha. “There is a very extensive clipboard that has a daily sheet that shows a daily roster of who’s working and who can pick something up. I don’t have to call anyone anymore, I can just sit at home and see what’s available. What are your pain points? Logging in on the legacy mobile system was a pain prior to Branch.”

To date, Branch has helped Keisha’s team post over 1,900 open shifts.

Customer Service, the First Priority

You could say that customer service is in her blood. Before she started working at UCH, Keisha worked for Kaiser Permanente and was a flight attendant for GoJet. There, she was commended for her customer service and featured in a blog post about how she helped provide exemplary service to military personnel traveling to Nevada despite trying weather delays.

She’s had experience working with mobile platforms, so Branch was not her first time using one. But, the other platforms presented technical challenges and were buggy.

“Branch isn’t the first mobile platform I’ve had to use, but Branch is definitely the easiest to use,” she says.

Big Potential

Right now, Keisha’s department is testing scheduling with Branch, but there is a possibility of it easily working its way into other areas of the hospital. “It’s easy to use, it’s accessible to all the staff,” she notes.

Because everyone has complete and instant access to their schedule Keisha and the other staff on her team can focus on providing world class care to the patients of the University of Colorado Hospital.

“Everything is just streamlined,” Keisha says.