Exceptional processes and technology are essential to delivering exceptional quality healthcare – and Scarborough Health Network (SHN) is at the forefront of a significant technology transformation putting healthcare workers and its 850,000-strong patient population at the centre.

On July 1, 2024, SHN became the first Ontario hospital to launch the largest scope of health human resources (HHR) technology upgrades with an integrated suite of best-in-class technologies, in just 18 months. In what can only be described as the perfect blend of science and art, SHN leveraged a strategic vision and people-focused model to propel the organization forward as it builds on essential human capital management (HCM) solutions to support rapid growth and level up employee experiences.

The suite of software and hardware is impressive, including:

• Workday – powerful HHR application, which supports data tracking, employee accounts with individualized dashboards and information (i.e. payroll, benefits, etc.), talent acquisition and a seamless recruiting experience, managing access and compliance for learning and on improved employee experience;

• UKG – a flexible and functional, cloud-based solution for managing scheduling, timecards, pay, and
accruals; 

• UKG timeclocks – electronic time capture devices installed at key locations across SHN hospitals that support strategic scheduling and the automation of pay based on
schedules; and 

• Vocantas – a call-out system to support frontline shift coverage and manage absence reporting. 

Additionally, SHN has put in place a new Scheduling and Workforce Optimization Office to support staffing organization-wide. This team works directly with program and unit managers to strategically schedule hospital staff and fill unplanned gaps.

The integration of these systems and structures is designed to streamline operations, improve workforce efficiency, and foster a supportive work environment that enables healthcare professionals to focus on what they do best: providing top-tier care to
patients and families. 

“Exceptional quality care starts with empowering the people who deliver it,” said David Graham, President and CEO, SHN. 

“By optimizing HHR through artificial intelligence (AI) and machine learning technology, we are ensuring our people can devote more time and energy to compassionate and inclusive patient care, and setting a new benchmark for healthcare innovation in
Ontario.” 

This holistic approach to workforce management underscores SHN’s dedication to creating an environment where staff feel supported and valued, including improving their work-life balance.

“The integration of these innovative systems is transforming our care continuum, through ensuring optimal staffing levels to improving efficiency – empowering our people to focus on addressing the unique healthcare needs in Scarborough,” said Amanda Firth, SHN’s Manager of Critical Care and HCM Change Champion. “By reducing manual and timely administrative labour to ensuring we have the right people, available at the right times, we can ultimately reduce wait times, improve patient satisfaction, and enhance overall patient outcomes.”

Extraordinary Results Emerge When Systems Unite

In today’s healthcare environment, trained professionals are in high demand and short supply. Anticipating the significant workplace growth needed to maintain the highest standards for quality and patient safety as Scarborough’s population evolves, SHN’s milestone project is setting the stage for its growing workforce with AI-driven recruitment tracking. 

Recognized as one of Canada’s Most Admired Corporate Cultures in 2023, SHN is committed to building up its team of people. The new system design is directly aligned with SHN’s recruitment campaign, Where the World Comes to Work, which highlights Scarborough and SHN as places where diverse cultures, ethnicities, genders, faiths and life experiences come together. Now candidates can easily filter their career interests, access SHN’s employee referral program, personalize job applications, and introduce themselves directly to the recruiter. 

“SHN serves some of the most vulnerable populations in the country,” said Michele James, Executive Vice President, People and Transformation, SHN. 

“Equity, diversity and inclusion are core to our recruitment strategy, and with the new Workday system, we will provide a better application experience for all applicants including those from diverse backgrounds who are excited to start their journey at SHN and make a difference in Scarborough.”

Enhancing Patient Care and Community Impact

Over the last 50 years, Scarborough’s population, the Ontario healthcare system, and Scarborough’s three hospitals have all changed dramatically, a trend that is forecasted to continue well into future generations. 

The strategic deployment of these HCM systems supports SHN’s ability to adapt to the ever-changing healthcare needs of Scarborough, and builds upon the Network’s 2021 implementation of the Epic clinical information system and integrated MyChart Central East Ontario patient portal – in partnership with hospitals across the region. Together, these systems are empowering SHN’s people and teams with the tools they need to access real-time patient care and workforce information, promoting stronger collaboration across the region, and enabling patients to access their records and manage appointments as active partners in their care. 

Ultimately, SHN’s investments into these best-in-class technologies are investments into quality, patient’s safety, and our people, the foundational pillars of SHN’s Strategic Plan 2024-2029. With the HCM implementation successfully underway, SHN is now focusing on optimizing the new technology to advance SHN’s award-winning corporate culture through achievable objectives across HR, talent, payroll and workforce management.