HTM Consistency
Bringing consistency to HTM across 23 hospitals and 50+ ambulatory clinics
At-a-glance
How a growing regional health system with more than 23 hospitals and 50-plus locations aligned service delivery, improved visibility, and strengthened lifecycle planning.
23
acute care hospitals
50+
ambulatory care sites
32,000
medical devices
The operational environment
A growing regional health system with more than 23 hospitals and 50-plus locations supports more
than 32,000 medical devices across its in-house HTM program backed by experienced teams with deep
knowledge of day-to-day needs.
Growing HTM program complexity
As the health system expanded, the complexity of managing HTM consistently across facilities also increased. What had once been manageable at the local level became harder to align, measure, and govern as a unified system.
Limited systemwide visibility
Leaders wanted greater visibility into service performance and coverage levels, more consistency across sites, and a more structured, data-driven approach to lifecycle planning. Equipment replacement decisions were also often initiated locally, reinforcing the need for a more standardized, systemwide approach to capital prioritization and lifecycle risk.
As our health system grew, we needed greater consistency, visibility, and long-term planning across our facilities. Intelas brought the structure, communication, and partnership we were looking for, helping create a more aligned program and greater confidence in how equipment is supported across the system.
The impact
85%
faster service turnaround
99%+
PM and repair completion
70%
improvement in leadership satisfaction
The program now operates with greater consistency, visibility, and confidence across all facilities. What had once varied by site is now supported by standardized workflows, centralized reporting, and a clearer systemwide view of
HTM operations.
Operationally, PM and repair completion rates reached 99%+ across the system, while service turnaround times improved by 85% compared to prior OEM service levels. Quarterly leadership surveys also showed a 70% improvement in satisfaction with responsiveness and communication, reflecting a more consistent service experience across the organization.
From a planning and financial perspective, leadership now has clearer visibility into service activity, performance trends, asset utilization, and capital priorities across the system. This has helped shift planning from locally driven requests to more consistent, data-informed decision-making.
Clinically, that consistency gives care teams greater confidence that equipment is available and supported in high-demand care environments.
The strategic shift
01
HTM program alignment
Intelas partnered with the health system to help bring the HTM program into greater alignment as the health system continued to grow. Rather than rebuilding from scratch, the focus was on strengthening the existing program by retaining the in-house team and introducing the structure, visibility, and consistency needed to support the system at scale.
02
Systemwide MEMP implementation
A unified, systemwide medical equipment management plan (MEMP) established more consistent workflows, reporting practices, and service expectations across facilities. This helped move the program away from site-by-site variation and toward a more connected operating model.
03
Centralized performance visibility
Centralized work order tracking, coverage insight, and performance reporting brought previously disconnected information into a single, systemwide view. This gave leadership clearer visibility into service activity, performance trends, and coverage levels across the organization, while creating a more connected foundation for systemwide oversight and planning.
04
Data-driven capital planning
This shift also extended to capital and lifecycle planning, where Intelas introduced a more standardized, data-driven approach to replacement prioritization. This allowed asset utilization, lifecycle visibility, performance trends, and coverage strategy to be evaluated more consistently across facilities, creating a stronger foundation for future planning.
Executive takeaway
This story is bigger than one health system. It reflects a broader challenge many healthcare organizations face and highlights a more
connected, strategic approach to managing healthcare technology operations across complex environments.
By creating greater consistency across facilities and service teams, improving visibility into performance, coverage, and
asset needs, and supporting more informed capital and lifecycle decisions, health systems can strengthen operational alignment and build greater confidence in equipment readiness across care environments.
Download the full PDF: Novant Health’s system-wide turnaround
- Real-world ROI data from Novant’s implementation
- Detailed look at the tools and strategies we deployed
- Actionable insights for scaling asset management in large systems
- Use it as a framework to pitch change internally
Turn a program assessment into a systemwide advantage
What’s next?
Start the path to smarter asset management. With one call, we can start to help you balance cost control, maximize uptime, and bring strategy back to capital planning.
Together we’ll explore how systemwide service alignment can reduce fragmentation, elevate performance, and support stronger outcomes.