This project came from the desire to streamline access across the four CHU de Québec sites that offer audiology services and to have a clear understanding of the level of requests and resources needed to respond to them. When implemented, the service hub prevented service breakdowns and disparities in wait times while allowing physicians to see patients whose condition or reason for referral required timely treatment.

Two major projects were undertaken. The first called for a complete review of the request process and the prioritization of requests. The second involved creating a single wait list and centralizing request and appointment management. An extensive internal information campaign was organized at CHU de Québec that was also intended for all referring physicians in the Capitale-Nationale and RUIS Laval.

More than a year after implementation, the data collected and analyzed enable us to make informed decisions about our practices and workforce. It has also significantly reduced wait times for certain clienteles.  The process is now well structured, consistent and streamlined. It is easy for referring physicians to send us a request and simple for us to process it in a way that is fair and equitable to patients.

Project submitted by Joëlle Bélanger, audiologist at CHU Sainte-Justine