GAP à l’urgence is an innovative pilot project that is unique to the CIUSSS de l’Est-de-l’Île-de-Montréal. The project optimizes client experience by redirecting them to the appropriate clinical service. The moment they get to the emergency room, the patient is welcomed by a member of the GAP team, either an administrative officer or a nurse. Administrative and nursing staff members are tasked with screening patients prior to triage. This filter helps relieve pressure on emergency triage while educating the urgent care clientele by informing them about other services available to them. Patients take control of their own care by making an informed choice about redirection after being assessed by a member of the administration or nursing staff. Emergency care is therefore optimized by leveraging nursing expertise at the right time and for the right clients. In light of the current labour shortage, GAP à l’urgence modifies existing processes without compromising quality of care and safety. This cross-sectional collaboration, which also involves clients, ensures that clients are redirected to the front line for comprehensive care if needed.

The pilot project is conducted in close collaboration with emergency teams to meet the needs of citizens by redirecting them to the appropriate service, which helps reduce second-line overcrowding.

Project submitted by Anne Dubé, DSM Assistant Director – Operations

Other contributors: Caroline St-Denis, DSM, Lina Spagnuolo, DSI, Geneviève Chouinard, DSI Coordinator, Laurence McBeth, DSI Nursing Advisor, Marie-Pier Lehoux, Front Line Coordinator, DSM, Delphine Alberto, Emergency Coordinator, DSP, Coralie Laflamme-Lefebvre, GAP Department Head and Réal Barrette, DSP and MSSS Front Line Medical Coordinator