Lai Chu didn’t know what to expect when a sudden knee injury led her to the emergency department (ED) at Scarborough Health Network’s (SHN) Birchmount Hospital.
A passionate community advocate and volunteer (particularly in healthcare), Lai has lived in Scarborough for over 50 years, and is well acquainted with the hospital system—but she had never experienced an ED quite like this. The entire process was smooth and organized, and she appreciated the clear communication and timely support from staff.
Lai’s journey through the Birchmount ED demonstrates the exceptional impact of SHN’s new AcceleratED Care experience that is reimagining how emergency healthcare is delivered and how EDs are designed.
A warm welcome
Lai’s visit to Birchmount was her first time in an ED in over 10 years, and things felt different from the moment she arrived. The layout had changed following renovations to support the rollout of AcceleratED Care in November 2023, and a staff member greeted Lai and immediately and told her exactly where she could register using a self-serve kiosk and how to do it.
“It’s important to me to be acknowledged as a patient, especially when you’re feeling vulnerable,” Lai shared.
“That simple welcome reduced my anxiety right away.”
This is one of the first tangible impacts of AcceleratED Care: a registered nurse (RN) stationed at the front of the department performs an initial quick assessment for any emergency cases, then directs patients to the self-registration kiosk, or the registration clerk if they are too unwell, helping patients avoid confusion and stress. In a setting where many patients may not speak English fluently or may be unfamiliar with Ontario’s healthcare system, these personalized touchpoints make a significant difference in flow and efficiency.
Swift triage, seamless care
Having checked in, Lai was led into a private triage bay in the waiting room within 10 minutes, where an RN assessed her condition and ordered the necessary bloodwork right away. The triage RN is able to order bloodwork and other tests before the patient sees a doctor, which helps shorten the length of time the patient spends in the ED.
Lai was then sent to a Rapid Medical Evaluation room for assessment by a physician. This is another advantage of the new ED layout and flow: the triage RN balances the flow of patients from the waiting room into the evaluation rooms, so the next patient in line can be assessed as soon as possible.
This is part of AcceleratED Care’s “front-end model of care,” which is designed to prioritize quicker patient assessment by both a nurse and a physician.
Within the hour, Lai was referred for an X-ray in the diagnostic imaging (DI) department and prescribed treatment right there in the ED. To rule out any other health issues, she was asked to return the next day for an ultrasound, where she also received results same-day. The quick action and coordination from the ED and DI teams meant Lai could return to the comfort of home until her appointment.
Patients with less serious ailments move into Fast Track Zones, where they are met by a physician or physician assistant for treatment. Those with more critical needs are sent to a High-Care Area. This helps free up space in the waiting room and reduce patient bottlenecks.
“The old layout used to feel chaotic and cramped, with patients and families in close proximity,” Lai shared.
“Now, the space feels much more organized and calming. Doctors and nurses make use of the designated care spaces to keep patients moving and seen quicker.”
Building on these successes, the Deepa and Narinder Lal Emergency Department at General Hospital was retrofitted to accommodate this innovative care experience in December 2024, seeing similar positive results in patient and staff experience and flow. The new Northpine ED at Centenary Hospital will become the first hospital in Canada to be entirely built around AcceleratED Care when construction begins later this year.
Transparent and trustworthy
Another standout feature of the AcceleratED Care experience was the open communication. Lai remarked that the staff were very attentive and happy to answer questions.
“The doctors and nurses were not just efficient—they were warm and open,” Lai shared.
“I’m glad to hear about AcceleratED Care and what it is doing for patients, especially at a time when improvements to emergency care are so critical.”
AcceleratED Care is a powerful example of SHN’s commitment to excellence in shaping the future of care. For Lai, it meant a shorter, much less stressful visit to the emergency department, and she was impressed by the work being done to provide better emergency care to her community. Her experience was the positive result of teamwork and innovation to deliver world-class healthcare, right here in Scarborough.