A Warm Welcome

Lai Chu didn’t know what to expect when a sudden knee injury led her to the emergency department (ED) at SHN’s Birchmount Hospital.

A passionate community advocate and volunteer, Lai has lived in Scarborough for over 50 years and is well acquainted with the hospital system—but she had never experienced an ED quite like this. The entire process was smooth and organized, and she appreciated the clear communication and timely support from staff.

Lai’s visit to Birchmount was her first time in an ED in over 10 years, and things felt different from the moment she arrived. The layout had changed following renovations to support the rollout of AcceleratED Care in November 2023, and a staff member greeted Lai immediately and told her exactly where she could register using a self-serve kiosk and how to do it.

“It’s important to me to be acknowledged as a patient, especially when you’re feeling vulnerable,” Lai shared. “That simple welcome reduced my anxiety right away.”

Swift Triage, Seamless Care

Having checked in, Lai was led into a private triage bay in the waiting room within 10 minutes, where an RN assessed her condition and ordered the necessary bloodwork right away. The triage RN is able to order tests before the patient sees a doctor, shortening the time spent in the ED.

Lai was then sent to a Rapid Medical Evaluation room for assessment by a physician. The triage RN balances patient flow, allowing the next patient to be assessed quickly. This is part of AcceleratED Care’s “front-end model of care,” prioritizing faster assessment by both a nurse and a physician.

Within the hour, Lai was referred for an X-ray in the diagnostic imaging (DI) department and prescribed treatment right there in the ED. She was asked to return the next day for an ultrasound, where she also received same-day results. Patients with less serious ailments move into Fast Track Zones, while critical patients are sent to a High-Care Area, freeing up space and reducing bottlenecks.

“The old layout used to feel chaotic and cramped, with patients and families in close proximity,” Lai shared.
“Now, the space feels much more organized and calming. Doctors and nurses make use of the designated care spaces to keep patients moving and seen quicker.”

Transparent Treatment and Trustworthy Care

Another standout feature of AcceleratED Care was the open communication. Lai remarked that the staff were very attentive and happy to answer questions.

“The doctors and nurses were not just efficient—they were warm and open,” Lai shared.
“I’m glad to hear about AcceleratED Care and what it is doing for patients, especially at a time when improvements to emergency care are so critical.”

Building a Better ED for Scarborough

Building on these successes, the Deepa and Narinder Lal Emergency Department at General Hospital was retrofitted to accommodate this innovative care experience in December 2024, with similar positive results. The new Northpine ED at Centenary Hospital will become Canada’s first ED entirely designed around AcceleratED Care when construction begins later this year.

AcceleratED Care is a powerful example of SHN’s commitment to excellence in shaping the future of care. For Lai, it meant a shorter, much less stressful visit to the emergency department and confidence in the work being done to improve care in her community.