Case Study
75% growth in clinician visit capacity for a leading US home care provider.
Three disconnected systems, now unified by the world's first agentic TMS that schedules, routes, and re-optimizes every clinician visit in real time.
Segment & Geography
- Industry: Field services. In-home clinician visits.
- Region: United States.
Objectives
- End triple data entry and manual coordination across scheduling, clinical, and routing systems.
- Raise daily visit capacity per clinician without adding headcount or extending shifts.
- Build a scheduling and dispatch foundation that scales from 100 to 1,000+ clinicians.
Locus Solutions Implemented
- Capacity agent: visit load-balancing across the clinician network.
- Dispatch agent: appointment scheduling and route optimization.
- Customer agent: patient confirmations and reminders.
- Integration middleware layer: sync across the CDSS (Clinical Decision Support System), EHR (Electronic Health Record), and Locus.
- LOTR (Locus On The Road) mobile app: clinician tour, navigation, real-time visit status to dispatch, and electronic proof of visit.
Impact
increase in clinician
visits per day
appointment sync, replacing manual triple entry
scheduling time freed for coordinating care
integration reliability across the CDSS, EHR, and Locus
Client Overview
A leading US home care provider runs a home-based medical visit program across multiple markets, sending clinicians to patients' homes for primary, supportive, and specialty care. Every visit is a field operation: variable addresses, shifting patient availability, and real-time disruption on the open road, all while being under stringent healthcare compliance.
Its legacy scheduling process was manual and fragmented, capping clinician productivity and unable to scale with patient demand. The provider brought in Locus, the world's first agentic TMS, to automate scheduling and dispatch, and lift visit capacity without adding clinicians.
Business Challenges
- Triple data entry across three disconnected systems. A clinical decision support system, an EHR, and a routing platform each ran on its own. Schedulers entered every appointment three times and reconciled discrepancies manually. Inconsistent patient identifiers across the three produced duplication of efforts and orphaned appointments.
- Static routes that couldn't absorb a changing day. Without validated addresses flowing into the planning, clinicians worked off inaccurate commute times and inefficient sequences. Routes were static once planned, with no way to re-sequence around acute visits, last-minute cancellations, or clinician call-outs as they surfaced.
- No-shows the team couldn't get ahead of. Patient confirmations and reminders ran through fragmented, manual channels, so preventable no-shows slipped through. Each one cost a clinician's travel and a missed appointment slot.
- A manual model that couldn't scale with demand. Every increase in patient volume meant adding schedulers and clinicians. Onboarding a new market or business unit meant rebuilding the same fragile manual coordination from scratch.
Solutions Implemented
Locus deployed governed agents as the decisioning layer across the provider's scheduling and dispatch workflow, running alongside the existing clinical systems. The CDSS and EHR stay the systems of record; Locus runs as the system of execution, coordinating every agent from booking to optimized route.
One scheduling workflow, synced in real time. The integration middleware connects the CDSS, EHR, and Locus into a single workflow. An appointment booked in the clinical system is validated, slotted, and routed through Locus automatically, with confirmed details propagated back to the EHR in under 10 seconds. Patient-identity normalization ends the duplicate and orphaned appointments, and triple data entry collapses to one.
Routes that re-optimize as the day changes. The Dispatch agent builds each clinician's daily route against 250+ operational constraints: certifications, patient acuity and visit type, geographic zones, shift windows, and live traffic, to name a few. It re-optimizes in seconds on every change, absorbing acute visits, cancellations, and same-day adds without breaking the rest of the route. The Capacity agent rebalances visits across the network when clinicians call out or demand runs uneven.
Proactive patient communication. The Customer agent runs confirmation and reminder workflows through one coordinated channel, cutting the preventable no-shows that manual outreach let slip.
Built to scale, governed for healthcare. New markets, business units, and data feeds like referrals, payers, and other demographic data onboard through the same normalization engine, without rebuilding the core. The provider's own data is the context the agents reason on, and that context is the application capability. The platform runs on a dedicated, HIPAA-compliant private stack: SOC 2 Type II, ISO 27701, AES-256 encryption, role-based access, and OAuth2 APIs. Every autonomous decision stays governed by six mechanisms: explainability, traceability, evaluation, autonomy levels, execution sandbox, and human-in-the-loop override.
The Results
People
Schedulers and clinicians moved off manual work and onto one system.
- Over 30% of scheduling time, once lost to redundant data entry, returned to coordinating care.
- 80%+ of clinicians adopted the LOTR mobile app in Phase 1, running their daily tour, navigation, and proof of visit from one device.
- Dispatch shifted from manually reassigning visits to governing exceptions.
Resource
Clinician visit capacity rose 75%, from 4 visits a day to 7.
- Cancellations, no-shows, and call-outs trigger automatic re-optimization, so freed time is recovered the same day rather than lost.
- Under 1% integration failure across the CDSS, EHR, and Locus; every appointment change synced without manual reconciliation.
- Dispatch sees every clinician's location and visit status in real time, updated from the field through the LOTR app.
Cost
More demand absorbed without scaling headcount, on a foundation that grows without rebuilding.
- Rising demand was met without a proportional increase in labor costs.
- Reclaimed cancellations and fewer no-shows turn previously lost visits back into delivered care.
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