Meet Becky, a Patient Access Manager

To help out the Healthcare Access Management world we are collecting links to helpful resources. Please contact us with any additions or corrections.

Discussion Groups and Social Media

Books and Guides

• Patient Access Director's Handbook
• Applying LEAN Process Redesign to Outpatient Registration

PatientWay is a leading provider of patient self-service technology and process improvement services. This is the PatientWay story … so far.

The PatientWay team is passionate about two things: healthcare and technology. These passions drive our mission to increase patient satisfaction and bring measurable efficiencies to the healthcare system.

PatientWay’s parent company has worked with 1,800 healthcare organizations in Ontario since 2004. We developed and continue to maintain the Ontario government’s most innovative and reliable accountability reporting systems. Our operational expertise combined with the insight that we gained into hospital processes and information systems led to the creation of PatientWay in 2009.

The Sunnybrook Health Sciences Centre in Toronto, one of Canada’s largest hospitals, has entered into an agreement with PatientWay to introduce self-service kiosks across the hospital. The touchscreen kiosks will feature PatientWay’s Wayfinding solution, which will make it easy for visitor’s to navigate through the hospital.

“We are excited to be working with Sunnybrook Health Sciences Centre. As a recognized leader in patient care, it’s an ideal site for showcasing PatientWay technology and expertise in hospital process improvement”, says PatientWay CEO, Jay Lawrence. “Our Kiosks will help Sunnybrook to further position itself as the premier centre of excellence for patient care in Canada.“

With the PatientWay Kiosk Wayfinding solution, patients will be able to navigate through a list of pre-determined destinations, while having the route displayed on the touchscreen in real time. Kiosks will be displayed at different stations around the hospital and patients will have the ability to view their route at any of these stations.  In addition, directions to services outside of the hospital such as parking and restaurants will also be available.

Sarina Cheng, Director Health Data Resources & Information and Telecommunication Services at Sunnybrook, comments “Today, Consumers are accustomed to online access as a convenient way to look up information when completing day to day tasks. The trend towards self service options in health care is on the rise. With Patient Way’s self service technology and kiosks for wayfinding, self check in and self registration Sunnybrook will enhance and continue to support the patient and visitor experience to provide the best possible service and satisfaction when visiting our hospital”.

PatientWay Kiosks, which have been installed in several hospitals including Southlake Regional Health Centre, the Stronach Regional Cancer Centre, the Kemptville District Hospital and the Campbellford Memorial Hospital to deliver services from patient self check-in to satisfaction surveys, will be installed at Sunnybrook this Fall, making wayfinding maps available to its visitors as a starter. A key feature of the product is that Sunnybrook will be able to easily change their wayfinding routes on their own when necessary.

The Excellent Care for All Act, 2010, introduced last year by The Ontario Ministry of Health and Long-Term Care, is driving hospital boards to change their Executive compensation models.

As was highlighted in The Sun Times a few days ago, look no further than the Grey Bruce Health Services as a great example of an organization that has responded to the Act by linking Executive compensation to quality targets.

This third and final part of our series on achieving shorter lines and fewer FTEs highlights the last three steps of our process redesign.

Step 3 – Organizational Realignment

The redesigned scheduling and registration flow will require positions and roles to change within your hospital. The goal is to re-centralize scheduling and registration (supported by self-service technology), and making these type of changes will require realignment of human resources and budget.