Humber River Health (Humber), situated in one of Toronto’s most diverse communities, consistently demonstrates its commitment to innovation and excellence in healthcare. This dedication is especially evident in their Apotex Emergency Department (ED), the busiest in Ontario, serving almost 140,000 patients annually. Despite the high volume and complexity of cases, Humber has set provincial benchmarks for quality care, driven by a culture of innovation and the strategic implementation of digital health technologies.
AI-Enabled Online Queuing System
In response to the growing challenges of managing patient flow and hospital resources, Humber is introducing an artificial intelligence (AI)-enabled online queuing system. This optional innovative tool will advise low-acuity patients whether they should come to the ED immediately or enter the queue from home, reducing unnecessary congestion and optimizing resource utilization. The system uses AI and machine learning to predict patient queues and determine advanced time slots based on urgency and resource availability. By timing their arrival for less emergent cases, patients can minimize wait times and receive timely care.
At Humber, the focus on innovation stems from a continuous drive to provide patients with better access to care closer to home. This ethos was central to a recent study conducted by Humber River Health’s Research Institute. The study aimed to assess the community’s willingness and ability to use digital technologies, ensuring that the AI queuing system being implemented would meet the specific needs of the patient population.
The Research Institute’s study recruited patients visiting the Apotex Emergency Department to participate in a survey examining access to, use of, and attitudes toward digital technology. The results were promising, with nearly all patients having access to digital devices and internet, and expressing positive attitudes toward technology. These findings indicated that patients are willing and able to use everyday technologies, suggesting minimal barriers to adopting the AI-enabled online queuing system.
“The culture at Humber is one where we are continuously leveraging technology to support our teams and the community we serve,” said Dr. Peter Voros, Vice President of Clinical Programs at Humber. “It is important to us that we listen to the needs of our community, and we are confident that this tool will help improve the patient experience.”
Command Centre and Emergency Department tiles
Central to Humber’s ability to manage such a high volume of patients efficiently is the state-of-the-art Command Centre. This “mission-control” allows staff to keep a constant watch on patients, even when they are on the move. In the Command Centre, a specialized team scans real-time data displayed across a wall of monitors, known as tiles. Each tile is dedicated to a specific aspect of hospital or patient data, including emergency room wait times and NICU patient vitals, to assess patient risk. Any concerns are flagged and immediately sent to various departments, which work collaboratively to address them.
The Emergency Department Tiles in the Command Centre provide a live feed of the ED as well as a bird’s eye view of capacity, waiting lists, and patients waiting to be moved to the appropriate level of care. All of the data collected by the Command Centre is fed back to medical teams across different platforms, including their handheld devices, ensuring patients receive better, faster, and safer care.
Humber River Health has long been recognized as one of the safest hospitals in Canada. Despite having the busiest ED in Ontario, Humber boasts 66 per cent fewer cases of hospital harm than the provincial average, a 10 per cent year-over-year reduction in sepsis cases, and a 40 per cent year-over-year decrease in code blues – medical emergencies that can include heart attacks or respiratory distress.
Moving forward
At Humber River Health, innovation is not just a luxury but a necessity. The forthcoming implementation of the AI-enabled online queuing system exemplifies their commitment to providing the highest quality care through advanced technology and innovative practices. Humber remains focused on collaboration with community partners, listening to patient needs, and continuously improving the delivery of care.
“Without constant innovation, there is no way we can do what we do today. We are constantly seeing more patients with greater needs within existing budgets, and this allows us to provide better, safer care,” emphasized Dr. Voros.
Humber River Health is proud to work closely with its community partners to coordinate and manage care effectively, in the most appropriate settings, leading to the best outcomes for patients. The organization recognizes the pivotal role digital technologies play in improving patient access to healthcare and supporting the effective and efficient delivery of healthcare services. The challenges faced by the community in Northwest Toronto, including high unemployment rates and a shortage of primary care physicians, underscore the importance of these innovative solutions.
Through these efforts, Humber River Health continues to light new ways in healthcare, demonstrating that even in the face of significant challenges, excellence and innovation can thrive. This commitment to research-driven, patient-centric innovation ensures that Humber River Health remains at the forefront of delivering high-quality, equitable healthcare to its community.