Baystate Medical Center partnered with the Duke Heart Network to drive lasting improvements in cardiovascular care, focusing on patient outcomes, operational efficiency, and team collaboration. Through a hands-on, data-driven approach, Duke became an extension of Baystate’s team, fostering a trusted partnership that continues to shape meaningful, long-term success.

When Baystate Medical Center set out to enhance its cardiovascular program, the goal wasn’t just incremental improvement, it was lasting transformation. Through a dynamic partnership with the Duke Heart Network, Baystate has achieved measurable advancements in patient outcomes, operational efficiency, and team collaboration.

At the heart of this success is a relationship built on trust, transparency, and a shared commitment to progress. Rather than a one-size-fits-all consulting approach, Duke Heart Network embedded itself as an extension of Baystate’s team, providing tailored strategies and hands-on support to drive meaningful change.

A foundation of trust and collaboration

Baystate leaders recognized this was not just another external evaluation. Instead, it was a true partnership.

“From the beginning, it was clear that this wasn’t just an evaluation, it was a relationship,” said Sheila Shoemaker, MS, AGACNP, Director of Heart & Vascular Ambulatory Services. “The Duke team wasn’t just checking boxes; they were listening, collaborating, and working with us to solve real challenges.”

Cassandra Crowal, MM, BA, FACHE, VP of Service Line Strategy, who joined the collaboration later, immediately noticed Duke’s commitment to integration, “They made us feel like an extension of their own team. It never felt like they were outsiders giving us recommendations—it felt like they were in it with us, genuinely invested in helping us succeed.”

This shared commitment to transparency and problem-solving created an environment where real progress could take shape.

Leveraging data to drive results

One of the most impactful aspects of this partnership was the strategic use of data. Rather than simply presenting metrics, Duke Heart Network worked closely with Baystate to translate data insights into meaningful, actionable improvements. A focus on staffing models and the role of advanced practice providers (APPs) became a key driver of success. With Duke’s guidance, Baystate refined its approach to optimize efficiency while maintaining the highest standard of patient care.

“They weren’t just throwing numbers at us,” Cassandra explains. “They took the time to help us understand the ‘why’ behind the data, which made it easier to get buy-in from the team and implement real, lasting improvements.”

A supportive, solutions-oriented approach

Beyond technical expertise, Duke’s collaborative approach fostered a culture of shared problem-solving. Instead of pointing out flaws, they worked side by side with Baystate’s team to create solutions.

“There was never a sense of ‘you’re doing this wrong,’” Sheila says. “Instead, it was, ‘Let’s figure out together how to make this better.’ That made all the difference in getting people engaged and invested.”

Duke’s ongoing support ensured that recommendations weren’t just theoretical—they were implemented, refined, and sustained for long-term success.

A partnership built for the future

Looking ahead, Baystate leaders are confident that the impact of their work with Duke Heart Network will continue to grow. The collaboration has strengthened not only patient care but also team cohesion and operational efficiency.

For hospitals considering a partnership with the Duke Heart Network, Sheila describes the experience as: “Open, honest, transparent, collaborative. They push you to be better, but they do it in a way that’s supportive and achievable.”

Cassandra sums it up simply: “This wasn’t just a consulting relationship—it was a true partnership. And that’s what made all the difference.”

Through data-driven strategies, open communication, and a commitment to shared success, Duke Heart Network has proven to be more than an advisor—it’s a dedicated partner in driving real, lasting change.