Share & Learn

Helping patients to access care

Do your patients have difficulty getting through on the phone? Do your patients have to wait a long time before speaking with someone? Does your site have many dropped calls? Common patient experience survey data has shown us that there is an opportunity to improve wait times on the phone across the DFCM academic sites.

The University of Toronto’s Department of Family and Community Medicine’s 14 teaching sites collaborated to launch a joint patient experience survey in the spring of 2020. The survey included questions designed to understand timely access to care, perspectives on virtual care, patient engagement in care and more. To date, five waves of the survey have been sent out to thousands of registered patients at each of our teaching sites. Survey findings to date are available via our webpage and pre-print.

Focused on learning and improving together, our team has developed this multi-session series where we will explore how different teams have approached reducing wait times on the phone. For each session, two speakers will review what interventions they have tried at their site, what happened, and what they learned. All team members are encouraged to attend so that faculty, staff, and patient partners across our DFCM academic sites can share, reflect, and learn with each other.

For a summary of the findings from the Share & Learn sessions, including information on how teams identified and approached understanding the problem, common change ideas and their impact, and the key lessons learned, view the Share & Learn Report: 

Share & Learn Report: Helping Patients to Access Care

Past Share & Learn sessions

Improving wait times on the phone (June 13, 2022)

Watch video recording

Presenters:

Southlake Regional Health Centre

  • Dr. Navsheer Gill, Newmarket, ON

Mount Sinai Hospital

  • Dr. Sakina Walji, Toronto, ON

Moderators:

Dr. Debbie Elman, Family Physician, Sunnybrook Health Sciences Centre & Dr. Erica Li, Family Physician, Michael Garron Hospital

Resources:

Improving wait times on the phone (May 17, 2022)

Watch video recording

Presenters:

Royal Victoria Regional Health Centre

  • Dr. Melissa Witty, Barrie, ON
  • Dr. Lynda Ekeh, Barrie, ON

St. Michael's Hospital

  • Dr. Noor Ramji, Toronto, ON
  • Mr. Mo Alhaj, Toronto, ON

Moderators:

Dr. Debbie Elman, Family Physician, Sunnybrook Health Sciences Centre & Dr. Erica Li, Family Physician, Michael Garron Hospital

Resources:

Improving wait times on the phone (May 2, 2022)

Watch video recording

Presenters:

Toronto East Health Network - Michael Garron Hospital, 

  • Dr. Blaise Clarkson, Toronto, ON

Trillium Health Partners - Credit Valley Hospital

  • Dr. Ali Damji, Mississauga, ON
  • Ms. Christina Enchev, Mississauga, ON

Moderators:

Dr. Debbie Elman, Family Physician, Sunnybrook Health Sciences Centre & Dr. Erica Li, Family Physician, Michael Garron Hospital

Resources: