We’ve all sat in the ER waiting room for hours, watching the clock, wondering if it’s even worth staying. When you don’t have a family doctor and the hospital is your only option, but your case doesn’t exactly fall into the “urgent” category, the wait can be very, very long.
So when I saw a post about Cornwall Community Hospital’s new online tool for the Emergency Department, I had questions. Who hasn’t thought about ways to improve and streamline visits to the ER? I certainly have. To me, this is a step in the right direction, and I’m happy to see the implementation of tools to achieve just that.
Here are my questions to CCH about the new initiative.
1. What prompted CCH to launch this, and how exactly will it help reduce wait times?
We hear and understand the concerns around Emergency Department wait times. Our new Minor Ailment Pathway (MAP) is one of several initiatives we’re introducing to improve access to care and the experience for patients and families coming to the Emergency Department. We’re hopeful that suggesting arrival times for certain eligible patients will help streamline patient flow and, in turn, reduce emergency wait times.
2. What kinds of illnesses or injuries qualify, and who can use it?
MAP is currently available to adult patients seeking care for urinary tract infection (UTI) symptoms or an extremity injury. These categories were selected based on demand and trends. Categories may expand as we continue to refine and improve the program.
3. If this isn’t an appointment, what should someone expect when they show up at their suggested time? Could they still wait several hours?
MAP is focused on improving and streamlining patient flow within the Emergency Department. Suggested arrival times help spread patients out throughout the day, which may help reduce wait times. Wait times may still vary depending on the number of patients arriving, the care they need and available resources.
4. Is anyone reviewing the online screening, and what happens if someone’s condition gets worse while they’re waiting at home?
Eligible patients are offered a suggested arrival time within 24 hours. The online screening process also provides instructions on what to do if symptoms worsen, which may include calling 9-1-1 or coming directly to the Emergency Department.
5. Are you adding staff to support this, or is the goal to spread out arrivals with the staff you already have?
At this time, no additional resources have been added specifically for MAP. The initiative is designed to make better use of available resources by directing eligible patients to the appropriate care pathway and helping manage patient flow.
6. What can people do if they don’t have internet access or aren’t comfortable using the online tool?
Patients who cannot access or use the online screening tool, or don’t feel comfortable using it, can come directly to the Emergency Department for care. They will be assessed based on the urgency of their condition.
7. How will you know if it’s working, and will you share those results with the public?
We will monitor program data, trends and feedback from patients, caregivers, healthcare providers and staff to assess how the program is working and identify opportunities for improvement. As we pilot this program, we appreciate the community’s patience and support as we explore new ways to better meet your needs.
8. What security measures are in place to ensure patients’ data is safe and secure throughout the process?
Protecting our patients’ privacy is a top priority. The online MAP booking system is managed in accordance with Ontario’s Personal Health Information Protection Act (PHIPA) and CCH’s privacy and security policies. It collects only the minimum information needed to complete the screening process. Patient information is protected through multiple layers of security, including encryption, 24/7 monitoring by cybersecurity professionals and safeguards designed to detect and block malicious activity. Access to patient information is restricted to authorized staff who need it to support patient care.
You can visit their website to learn more and complete the screening tool to see if you are eligible: https://cornwallhospital.ca/en/Emergency
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