Previously, most patients were able to access audiology services at the Jewish General Hospital of the Integrated Health and Social Services University Network for West-Central Montreal only after they had seen an otolaryngologist (ENT specialist). Requisitions from family doctors or other specialists were sent to the ENT specialist, resulting in extra steps and delaying access to the necessary tests. Patients would end up waiting for months—sometimes up to a year—to be seen by an ENT, plus another six to nine months before getting an audiology appointment.

Our project transforms this process. The Audiology Department now receives referrals directly from non-ENT physicians, and the ENT performs a brief triage to ensure clinical safety. Eligible patients receive audiology exams quickly, and those that first need to be assessed by the ENT specialist are seen immediately—often the same day. This model reduces delays, eliminates unnecessary steps and ensures that each patient is directed to the right services.

We also optimized the organization’s day-to-day activities by revamping our appointment times, improving the use of booths and specialized rooms and aligning staff availability with demand. Patients needing both services have an appointment scheduled on ENT clinic days, limiting travel and repeat visits.

Lastly, our documentation has been modernized. By using the Centro platform, reports that were previously processed in two to three weeks are now generated using standardized templates that are countersigned electronically and automatically added to the medical record. Cutting the use of physical documents speeds up access to information, strengthens interdisciplinary communication and supports faster decision-making for all.

Lead:
Hsin-Hua Clémence Kao, Chief of Audiology and Speech-Language Pathology

Contributors:
Mercy Lii, Audiologist
Paraskevi (Voula) Tsagaroulis, Audiologist
Chantal Tran, Audiologist
Aparna Arasaratnam, Audiologist