SUNY Upstate University Hospital wins Mainspring HOPE Award

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Hospital implemented new equipment delivery process, reducing average wait times for nursing from 50 minutes to 15 minutes.

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It’s a great turnaround story and an excellent example of what can be done with lean workflow, process automation and real-time visibility.

Mainspring Healthcare Solutions, the leading provider of innovative hospital operations management solutions, awarded its inaugural Hospital Operations Performance Excellence, "HOPE Award" to SUNY Upstate University Hospital, during the company’s three-day annual client summit, held this year in Boston, Massachusetts.

The annual HOPE Award goes to an exemplary hospital or health system that has partnered with Mainspring Healthcare Solutions to transform its operations and deliver exceptional service to patients and nursing staff. Accepting this year’s award was Brian Reed, Manager of Central Equipment Services, and Richard Bilharz, Director of Clinical Engineering at SUNY Upstate University Hospital.

“There was stiff competition this year for the HOPE Award, but the exceptional results delivered by the SUNY Upstate team made the choice easy. The hospital is a Level 1 trauma center and academic medical center, that is spread across two campuses. The equipment delivery process had broken down and there was very little trust between the operational and nursing staff. The SUNY team overcame a chaotic environment and union constraints to rebuild trust and solve equipment shortages without purchasing more equipment. It’s a great turnaround story and an excellent example of what can be done with lean workflow, process automation and real-time visibility,” said Hank Goddard, CEO of Mainspring Healthcare Solutions.

SUNY Upstate deployed Mainspring’s award-winning service performance management software and passive RFID solution, helping their equipment services department streamline their operations and efficiently get nurses their equipment on time, upon request. Equipment delivery times dropped from 50 minutes to 15 minutes. Soon after, Reed and his department were honored at their hospital with the Nursing Department Special Appreciation Award, presented by the hospital’s Professional Nursing Advisory Group. It marked the first time the group bestowed a nursing excellence award to a non-clinical department in the hospital.

“Last January is when we really implemented it a hundred percent. We went from being a Volkswagen Beetle before, to kind of a Lamborghini now in our processes,” said Reed. “Prior to this process and prior to bringing Mainspring in, we were having a very serious issue when it came to getting equipment out there to the nursing staff when they needed it. We rolled out the iGotIt application, within about a month we were hospital-wide, which was about two months faster than we had initially thought. Now we have an exceptionally good relationship with the nursing staff. They rely on us, they have tremendous feedback for us, and they’re always looking to grow with us as well. Our staff loves using the system and they actually go out and talk with nursing on a daily basis.”

About Upstate University Hospital: State University of New York:

University Hospital in Syracuse is part of SUNY Upstate Medical University and is the only academic medical center in Central New York. Academic medical centers are built around medical schools and research missions.

As a medical enterprise SUNY Upstate has over 400 licensed patient beds and serves 1.8 million people, covering one-third of the state. University Hospital in Syracuse is the hub of SUNY Upstate's clinical activities. Half of the nearly 8,000 SUNY Upstate employees are connected to patient care.

University Hospital has long held the distinction of caring for among the most seriously ill and injured in the state. It is a Level-I trauma center and offers the new Golisano Children's Hospital, the region's only children’s hospital.

University Hospital's Joslin Diabetes Center is a NYS Center of Excellence and its Epilepsy Center is a Level 4, the highest designation possible.

About Mainspring Healthcare Solutions:

Mainspring’s operations solutions help thousands of health care facilities in seven countries improve quality of care and patient satisfaction, at a lower cost. As a pioneer in hospital operations management solutions, Mainspring aims to help its customers do more with less, in a way that makes their work more enjoyable.

At Mainspring, we believe that you can’t fix healthcare until you fix hospital operations. We get excited about transforming health care by working with industry leaders to help hospitals deliver higher levels of patient care with fewer resources.

Built on decades of health care expertise, our approach is to start at the root cause, improve and automate vital workflow and provide a platform for sustainable operational success that touches everyone in the hospital. That approach has delivered exceptional results to our customers, and accolades for Mainspring.


  •     Premiere Innovation Award - Service Performance Management
  •     Premiere Innovation Award - Asset Investment Recovery.
  •     IDN Summit Innovation Award - Asset Investment Recovery.
  •     HIMMS Intelligent Hospital Award - Best RTLS Integration.


  •     First iOS workorder app.
  •     First ad hoc customizable reports and dashboards.
  •     Largest passive RFID implementation in the U.S.
  •     First automated evidence-based replacement forecasting tool.

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