Redesigning the Emergency Department (ED): Lessons from ED at Southlake RHC


The emergency department (ED) of Southlake Regional Health Centre (Southlake RHC) started a waiting time management project in June, 2011. Since then, the time to physician initial analysis (TPIA) has dropped significantly. In this report, we document the key changes and empirically investigate their impact on four key performance measures: 90th percentiles of TPIA, and the lengths of stay of admitted patients (AdmLOS), non-admitted acute patients (AcuLOS), and non-admitted non-acute patients (NonAcuLOS). We use daily scale data on volume, resource capacity, and seasonal fluctuation. Based on our statistical analysis, we find that TPIA is decreased by nearly two hours; AdmLOS is decreased by more than five hours,; AcuLOS drops one hour when TPIA effect is taken into account; NonAcuLOS drops 15 minutes when TPIA effect is taken into account. Moreover, the total number of patient treated in the ED increased by 23.9% since the project started and until June, 2016. Our findings support the implementation of similar projects to improve the waiting time management in other EDs.

By Opher Baron. Jointly w.: Dmitry Krass, Marko Duic, and Tianshu Lu


June 28th,2018



Opher Baron, University of Toronto


Room 104, School of Information Management & Engineering, Shanghai University of Finance & Economics