What does it really take to turn empty appointment slots into a high-performing, fully utilized schedule—and keep it that way?

In this episode, Amanda sits down with three leaders from MLK Community Healthcare, a hospital-based primary care system in South Los Angeles. Five months after they graduated from the DPI™ Collaborative, they share how they didn’t just improve access—they fundamentally transformed how their system meets the demand of their patient community.

The results speak for themselves: cycle times reduced by 31% (from 73 to 50 minutes), productivity increased by 16%, No-Shows dropped from 22% to 15%, and chart completion soared from 53% to 88%. But the real story? Capacity utilization—starting at 66% and climbing as high as 96%—unlocking access without adding more resources.

Now, five months post-graduation, they’re sustaining those gains and continuing to build.

If you’re still struggling with access issues despite having open appointments, this episode will challenge how you think about capacity—and what’s truly possible.

Host: Amanda Laramie

Guests: Chad Vargas, Nyree Ramos, & Julie Castillo

Book shoutouts in this episode: Mastering Leadership, the Coleman Way High Impact Management Program™ by Melissa Stratman.

Thanks for listening!

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