William Osler – Patient activation through technology

Technology that empowers patients to actively manage their healthcare is absolutely essential for better health outcomes, according to senior figures at Ontario’s William Osler Health System.

In a joint presentation at the 2019 eHealth Conference in Toronto, Mary Jane McNally and Andrew Asa, told delegates that a central plank of its five-year strategic plan is technology investments that enable patients to shape and manage their health care journey by building knowledge, skills and confidence.

‘Technology can truly enhance responsiveness and provides more time for patient/provider communication and connection,’ delegates were told. The current focus is on technologies and partnerships that facilitate information exchange between patients and their care teams, enhances care quality and improves operational sustainability.  

William Osler has already made great strides in optimizing the referral, appointment and results process, with a combination of technology from partners Sunnybrook and Savience and in-house developments.

Kiosks for patients to check-in for appointments were quickly adopted and account for an average of 5,350 appointment check-ins a month or more than 80% of the total number of appointments. There are no queues at reception. Self-registration takes on average 70 seconds, whereas face-to-face registrations took between four and six minutes. The move has helped free-up staff time.

Sending appointment reminders has dramatically decreased the number of missed appointments or ‘no shows’. With a choice of voice, text or email reminders, patients are sent reminders 48 hours in advance, giving the hospital the opportunity to fill the appointment slot if needed.