West Parry Sound Health Centre (WPSHC) has launched a new Virtual Waiting Room (VWR) for Emergency Department patients with eligible, non-urgent, conditions. Developed in partnership with Luma Health, and funded by the West Parry Sound Ontario Health Team, the WPSHC Virtual Waiting Room gives eligible patients the option to wait at a location of their choice, rather than in the Emergency Department prior to accessing in-person care. Patients who join the Virtual Waiting Room will receive text-message updates and instructions via SMS and will be notified when to travel to WPSHC.
The initiative is intended to improve the patient experience while supporting more efficient
patient flow through the Emergency Department. Expected benefits include improved patient experience by allowing more restful wait in the comfort their home, enhanced infection prevention and control, improved patient flow within the health centre and improved access to care across the health care system.
“We are pleased to introduce a Virtual Waiting Room that gives eligible patients more choice in how and where they wait for care,” says Victoria Langley, Chief Nursing Officer at WPSHC. “For patients with non-urgent concerns, waiting at home can be more comfortable, convenient, and supportive of their health. We also anticipate that this technology will help our care teams manage patient flow and improve infection control within our Emergency Department.”
During the initial phase, up to five patients per day will be able to join the VWR, though this
number is anticipated to be able to expand. To be eligible for the use of the WPSHC Virtual
Waiting Room patients need to:
• Be 4 months or older.
• Have access to a device that enables them to receive SMS texts.
• Experiencing an approved, non-urgent conditions. These conditions include:
o Cough, cold, sore throat
o Earache
o Rashes
o Dental pain
o Prescription renewal
o Suture or staple removal
o Minor cuts and scrapes
o Sprains and strains
o Burning with urination
The Virtual Waiting Room is not an online medical assessment, or triage service. Patients will
not be clinically assessed until they arrive at the Emergency Department. The VWR is not
intended for anyone experiencing a medical emergency, who feels their medical condition is
urgent, or is concerned that they need immediate medical attention. Anyone with these
concerns should call 911 or go immediately to their nearest Emergency Department.
As Emergency Departments across Ontario continue to experience periods of high demand,
WPSHC’s Virtual Waiting Room is one way that our team is using technology to improve the
experience of our patients, while supporting critical health measures such as improved infection
prevention and control. As in every Emergency Department, patients are treated according to
the seriousness of their condition, not according to their arrival time or Virtual Waiting Room
status. Estimated wait time may change should an urgent medical need arise within our
Emergency Department.
“This initiative is about creating a better and more informed experience for patients while
continuing to ensure that those with the most urgent needs receive immediate attention,” says
Donald Sanderson, Chief Executive Officer at WPSHC. “It is an important step in our ongoing
work to improve access, communication, and coordination for the patients and families we are
privileged to serve.”
The Virtual Waiting Room is available when staffing and conditions within the Emergency
Department allow team members to safely oversee its use. Availability is subject to
change based on operational demands.
To determine whether the Virtual Waiting Room is currently available, to learn more about a
health concern is eligible, or to find instructions to join the queue visit
https://www.wpshc.com/wpshc-virtual-waiting-room/.
