Centralized booking, registration makes hospital visits easier for thousands of Scarborough residents

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.  

“When patients can easily book and register for 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.”  

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.  

Patient Access Scheduling representatives play a vital role in ensuring seamless access to care, acting as a bridge between patients and hospital services. They facilitate communication by using interpretation services to speak with patients in their preferred language and can even arrange for an interpreter during their hospital visit. Through the Call Ahead for Volunteer Assistance program, they go the extra mile to reserve on-site volunteers for patients who require additional support during their visit.

“As a Patient Access Scheduling representative, I treat every patient as if they were a member of my own family. I’m passionate about going above and beyond to make each individual feel valued, comfortable, and respected, while building trust,” said Sarah Cowal, Patient Access Scheduling representative.

“I strive to simplify the process for patients by coordinating multiple appointments on the same day, saving them time, money, and unnecessary stress. Working closely with doctors and technologists, I also ensure that patients’ cultural and personal preferences are accommodated—for example, by providing the option of female-only staff when requested.”

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,” said Janet Goce, Registration Clerk.

“These kiosks are supported by staff like me, who provide assistance, answer questions, and help direct people to their appointments.”  

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.