St. Vincent Medical Centre cuts patient wait times by 35% with EmergConnect – 7

St. Vincent Medical Centre, one of Toronto’s busiest urban health facilities, faced persistent challenges with overcrowded waiting rooms and lengthy patient intake processes. With growing patient volumes and limited administrative capacity, the clinic sought a digital solution to improve operational efficiency and reduce wait times—without compromising care quality.

The Challenge

Before EmergConnect, the intake process at St. Vincent was entirely manual. Patients waited in long lines to register, staff were overwhelmed with paperwork, and clinicians lacked early insight into patient conditions. These inefficiencies contributed to:

• Long in-clinic wait times (averaging over 90 minutes)
• Delays in triage and care delivery
• Frustration among both patients and staff
• Difficulty prioritizing high-acuity cases quickly

The clinic needed a modern, user-friendly system that could accelerate intake, enhance triage, and reduce pressure on front-line staff.

The Solution

St. Vincent partnered with EmergConnect, implementing the platform across its same-day care and urgent care departments. The solution included:

• Digital Patient Self-Assessment: Patients complete a guided symptom check on their phone prior to arrival.
• Mobile Pre-Registration: Patients securely register through the app, reducing front-desk workload.
• Real-Time Triage Support: AI-generated insights help clinical staff triage faster and more accurately.
• Wait Time Predictions: Patients receive live updates, increasing transparency and reducing frustration.

Implementation took less than 4 weeks, including integration with existing clinic workflows and staff training.

The Results

After just 3 months of using EmergConnect, St. Vincent reported the following improvements:

• 35% reduction in average wait times
• 22% decrease in administrative workload at the front desk
• Faster triage and care prioritization for high-risk patients
• Improved patient satisfaction scores, especially around wait time transparency
• More time for providers to focus on care, not logistics
  
  
  

What They’re Saying

“We used to have lineups out the door and frustrated patients. With EmergConnect, people show up pre-registered and we know exactly who needs care first. It’s completely transformed how our clinic runs day-to-day.”

— Clinical Manager, St. Vincent Medical Centre