Immigration Medical Toronto decreases wait times with WaitWell

About the project

Improving patient flow and wait times at Immigration Medical Toronto

Immigration Medical Toronto, a busy medical clinic with two downtown locations, faced challenges managing patient flow during the COVID-19 pandemic. To reduce waiting times and improve the overall patient experience, they implemented WaitWell’s virtual queue and appointment management system. This resulted in a 75% reduction in in-office waiting and a more efficient process for handling patient intake and COVID waivers.

Overview

Immigration Medical Toronto plays a crucial role in helping individuals on their path to Canadian citizenship by providing essential medical exams and related services. However, managing walk-ins, appointments, and waiting room capacity—particularly during the pandemic—became a significant challenge. With many patients unable to book online due to language or internet access barriers, the clinic needed a solution to accommodate walk-ins while maintaining social distancing.

“WaitWell gave us a solution to control patient flow and manage our waiting area during the pandemic, improving the experience for both staff and patients.”

Dr. Danny Chan
Panel Physician, Immigration Medical Toronto

By implementing WaitWell, Immigration Medical Toronto was able to reduce in-office waiting by 75%, enhance patient tracking, and streamline the intake process.

Challenge

Managing walk-ins and reducing in-clinic waiting times

During the pandemic, Immigration Medical Toronto had to limit the number of patients allowed in the waiting room, resulting in many patients having to wait outside in extreme weather. Additionally, the clinic needed a way to securely manage intake forms and COVID waivers without overburdening front desk staff. Immigration Medical Toronto required a solution to handle patient flow efficiently while maintaining a positive experience for both staff and patients.

Solution

WaitWell’s virtual queue and paperless intake process

In 2021, Immigration Medical Toronto implemented WaitWell’s virtual queue system. Patients could join the queue by scanning a QR code or texting the clinic, allowing them to wait in the comfort of their car or nearby cafe until it was their turn. This feature reduced crowding and minimized patient wait times. Additionally, WaitWell’s paperless system enabled the clinic to collect and review COVID waivers and medical intake forms digitally, streamlining the process for both staff and patients.

WaitWell’s system also offered valuable features like prioritizing patients in the queue, placing patients on hold when necessary, and tracking patient progress at a glance. These tools allowed staff to manage patient flow more effectively, ensuring a smoother and more efficient operation.

Results

Reduced wait times and improved patient flow

The implementation of WaitWell led to a 75% reduction in in-office wait times at Immigration Medical Toronto. The system allowed for more efficient patient flow management, while paperless intake and waiver processes lightened the workload for staff. Patients no longer had to stand in long lines outside, and staff could focus on providing high-quality care without the added burden of manual intake processes. These improvements enhanced both patient satisfaction and operational efficiency at the clinic.