Emergency department (ED) wait times have been a persistent challenge in hospitals across Ontario. Limited access to primary care, rising emergency visits, staffing shortages, and capacity constraints have only made the situation worse. These challenges often lead to long delays, leaving patients frustrated and uncertain while waiting for urgent medical attention.
For Jessica* and her 18-year-old daughter, Maya*, these concerns were all too familiar. Until they went to Scarborough Health Network (SHN).
On March 1, Maya finished work with an aching wrist, the pain from a growing cyst becoming unbearable. Knowing they needed medical help, the two headed to SHN’s Birchmount ED, bracing themselves for what they assumed would be a long night.
“I hate going to the emergency department,” Maya says. “The waiting, the uncertainty, being in an environment full of sick people—it’s always been really stressful for me.”
Except this time, the experience was completely different.
From the moment they arrived at 10 p.m., things moved quickly. Maya was registered immediately, triaged in less than 10 minutes, and seen by a doctor within 20 minutes. In just 50 minutes, she had received an assessment, a referral for surgery, and her discharge papers. “We were in and out so fast,” Jessica shares. “It was such a relief not to have to spend hours waiting.”
This seamless experience was made possible by AcceleratED Care, SHN’s innovative approach designed to revolutionize emergency care. AcceleratED Care is a patient experience that uses a “front-end” model through which most patients are seen quickly by both a nurse and a physician, allowing tests and treatments to begin sooner. SHN is the first in Canada to implement this model, setting a new standard for emergency care nationwide. The success of the study has drawn national attention. A hospital team from Nova Scotia recently visited SHN to study the model, hoping to replicate its success in their own ED.
“At SHN, our focus is on providing exceptional care that meets the growing needs of our community,” says Dr. Elan Ambalavanar, Chief and Medical Director of the Department of Emergency Medicine at SHN. “Our goal has always been to make healthcare more accessible, compassionate, and efficient. By embracing this innovative model, we ensure that patients receive the best care possible right when they need it most.”
The redesigned system includes Rapid Medical Examination Rooms for immediate assessments, Fast-Track Zones for less urgent cases, and Private High-Care Areas for critically ill patients. These improvements create a more organized, efficient, and stress-free environment.
Maya’s visit was a testament to the program’s success. “I thought we’d be there for hours,” she says. “But everything happened so fast, it barely felt like an emergency room visit.”
Jessica, who had endured long, frustrating hospital visits in the past, was equally impressed. “Normally, we’d be stuck waiting. We even left the hospital once after waiting for over six hours about three years ago,” she says. “This time was completely different. The staff were kind, efficient, and everything just flowed.”
The success of this new front-end care model was first evident in May 2023 after seeing great results during a pilot initiative. Initially, 33% of patients were seen within the first hour of arrival. By May 2024, this improved to 54%. During the busy months of November and December 2023, no patient waited more than three hours to see a doctor, despite an increase in patient volumes. In 2024, SHN saw the highest number of ED visits in its history and still excelled at keeping wait times down.
Building on the success of the pilot initiative at Birchmount, SHN’s General Hospital officially launched AcceleratED Care at the Deepa and Narinder Lal Emergency Department in December 2024. This milestone followed months of renovations and careful planning to improve workflows and redesign the patient journey.
Next, SHN is preparing to expand the AcceleratED Care experience to Centenary Hospital. Construction of the new Northpine Emergency Department at Centenary is set to begin in spring 2025. It will become Canada’s first ED designed specifically for this innovative care model.
“None of these transformative changes would be possible without the immense support of the community, donors, and government partners who have played an instrumental role in bringing these innovative improvements to life,” says Alicia Vandermeer, President & CEO, SHN Foundation. “Among the most significant contributions is the extraordinary gift of $20 million from The Northpine Foundation, which has been pivotal in supporting SHN’s Love, Scarborough Campaign.”
*Name has been changed to protect the privacy of patients.