To Humber River Health (Humber), innovation is not just a luxury but a necessity, which is critical for Ontario’s busiest Emergency Department (ED). To better ensure effective and positive patient flow, safety, and experiences, Humber is preparing to implement an AI-enabled online queuing system into their Apotex Emergency Department (ED). Supported with a $1.5 million grant from SCALE AI, the introduction of such technological advances helps to transform patient care in emergency services.  

The Challenge 

Welcoming almost130,000 patients annually, Humber’s ED is the busiest in Ontario, hosting almost double the number of ambulances received by neighbouring hospitals. Not only is this population large, but it is diverse, as Humber is in the heart of one of the province’s most economically and ethnically diverse communities. This high volume can impact both resources and patient satisfaction, which is why Humber is building a digital health platform that will ultimately reduce the time patients spend waiting in the ED. 

The Solution 

The AI-enabled online queuing system uses artificial intelligence (AI) and Machine Learning to predict patient queues and determine advanced timeslots based on urgency and resource availability. Patients, with less emergent cases, will be able to choose to receive a future timeslot to self-manage their wait, improving their overall experience and ensuring patients receive efficient, effective, timely care. In collaboration with Deloitte and the MEDITECH Collaborative to test the initiative, Humber ensures the queuing system aligns with the Hospital’s operational needs. The goal of this tool is to enhance patient flow, reduce wait times, and optimize the use of resources.  

Humber River Health is lighting new ways in healthcare – and they are just getting started.