Scarborough Health Network (SHN) is delivering a superior experience for patients accessing healthcare services, right from the start of their hospital journey. Thanks to a new centralized patient scheduling model implemented last spring, which works in tandem with an easy and efficient registration process, SHN now operates the largest volume of centralized patient access interactions in Ontario – daily booking over 1,400 appointments and registering more than 3,000 patients across three hospitals and several community-based locations.
The organization-wide move to improve patient access (how patients obtain and use healthcare services, information, and resources, such as appointment booking and hospital registration) began with SHN’s adoption of the Epic clinical information system in December 2021. Now equipped with fully electronic health records, SHN was able to centralize Patient Registration at its Birchmount, Centenary, and General hospitals, each supported by self-serve registration kiosks.
The next step was to centralize a complex labyrinth of clinic schedules spread across more than 150 outpatient areas. SHN’s patient contact centre is a one-stop shop for booking, rescheduling, canceling, or inquiring about appointments through a single point of contact. It consistently scores 85 per cent or higher for patient satisfaction, due to exceptional customer service and accessibility, including extended operating hours on evenings and weekends. Patients are offered the earliest available appointment(s) with coordination across multiple clinics (if applicable), so they can spend less time waiting on the phone and select the clinic location that is closest to their home.
On arrival at the hospital, up to 90 per cent of patients are completing their check-in at kiosks in under a minute, a significant improvement from the previous average of over eight minutes. For patients with multiple appointments on the same day, registration kiosks allow patients to register just once at a central location, instead of repeating the process at each clinic. The kiosks are supported by staff who provide assistance, answer questions, and help direct people to their appointment(s).
“When patients can easily book appointments, they are more likely to seek timely medical care, leading to earlier diagnosis and treatment of conditions,” explained Tobi Odueke, Director of Patient Access at SHN.
“Our booking and registration systems are strategically designed to break down barriers, making it easier for patients of all demographics and abilities to schedule and attend their appointments with ease and convenience.”
For instance, Patient Access Scheduling representatives are able to communicate with patients in their preferred language using interpretation services, as well as schedule an interpreter for their hospital visit. They can even help to reserve a volunteer if a patient needs on-site assistance when visiting the hospital, through the Call Ahead for Volunteer Assistance program.
“I treat every patient as if they were one of my family members; I love to go above and beyond to make patients feel important and comfortable, and build trust,” added Sarah Cowal, Patient Access Scheduling
representative.
“I work to find solutions by coordinating multiple appointments on a single day to save them time, money, and stress. I also work closely with doctors and technologists to accommodate patients’ cultural and personal preferences, such as offering the option of a female-only staff.”
Grounded in SHN’s commitment to provide the best possible patient experience, the Network’s strategic centralization of Patient Access functions enabled by Epic also resulted in millions of dollars in annualized savings – funds that are being reinvested into clinical areas in support of exceptional quality care.
Looking ahead, the Patient Access team will focus on making additional improvements to the appointment booking and registration processes, seeking input from patients and conducting health equity analyses. With upcoming technology enhancements, patients will soon be able to schedule their hospital appointments online or through Epic’s patient portal, MyChart, a free, secure tool to view and share personal health information at any hospital across the Central East region of Ontario.
BUTTON: SIGN UP FOR MYCHART
MyChart is an online tool where you can access all your health information in one place. Sign up today to:
• View upcoming appointments
• Use eCheckIn to save time during hospital registration
• View educational materials and discharge information from past visits
• Access medical information and test results
• Review healthcare history and prescribed medications
• Sign up for paperless billing to pay hospital bills with ease
MyChart offers secure online access to your health record for care you received at any of these hospitals in Central East Ontario:
• Campbellford Memorial Hospital
• Haliburton Highlands Health Services
• Lakeridge Health
• Northumberland Hills Hospital
• Peterborough Regional Health Centre
• Ross Memorial Hospital
• Scarborough Health Network
Learn more at SHN.ca/mychart.
By Emily Santos
Emily Santos is a Communications Officer at Scarborough Health Network.