Healthcare has become a rapidly changing field. With the introduction of value-based purchasing to determine reimbursement of Medicare providers based on the quality of care in addition to outcomes in treatment, the environment is becoming ever more competitive. Saint Philip's Hospital is among the largest non-profit hospitals in the nation offering a wide variety of specialist services. It has an outstanding reputation among its competitors, but like everyone, it needs to find additional ways to remain competitive in this field. The most recent patient satisfaction reports reflect a drop in quality measure results from the previous quarter and Saint Philip's needs to find a way to retain its reputation as being among the leaders in providing excellence in treatment and patient-focused care. With the recent increase in patient flow, this has been challenging. Saint Philip's IT infrastructure is strong, but increasing efficiency is pivotal for the future performance of the hospital in the increasingly changing and digitally-enhancing healthcare environment. (Note--some of the data is based upon a real New York metropolitan hospital, but the case is fictitious.)