C L I E N T H I G H L I G H T
Queen Square Doctors & Family Health Team
Family Health Team • 36 Rooms • Brampton, Ontario
“Before [CHIME] we would have four different staff members who would be bringing patients into rooms … we can now do that with two.”
— Steve Sheldrick, Chief Executive Officer
About Queen Square Doctors & Family Health Team
We’ve been providing primary care in Brampton since 1964. The Family Health Team was established in 2011, partnering with Queen Square Doctors to enhance access to high-quality, collaborative healthcare. Our team includes physicians, NPs, RNs, RPNs, social workers, chiropodists, pharmacists, dietitians, and occupational therapists, all supported by a dedicated administrative and leadership team who collectively care for 30,000+ patients.
Results & Highlights
As a large and busy primary care clinic in Brampton, Ontario, we were interested in CHIME primarily as a way to address rising overhead costs and growing operational inefficiencies. CHIME enabled us to dramatically reduce operating costs, automate routine clinic workflows, and improve the staff and patient experience without reducing quality of care or clinic capacity. Here are a couple of highlights…
Large & Measurable Financial Impact
$160,000+ in annualized cost savings identified within three months
Savings achieved primarily through automation of reception and runner workflows
Automation that Scaled Clinic Operations
The vast majority (~80-90%) of patients check-in via kiosks and are auto-roomed
Big increase in weekly administrative task completions via staff redeployment
Improved Experience for Staff & Patients
Physicians & staff report better ability to stay on time and reduced daily stress
Patients consistently report that wait-time visibility is very useful
Our Biggest Challenge was…
Adopting new technology is always difficult and we did face some challenges in implementing CHIME. However, the single biggest challenge we faced was managing rapid, clinic-wide change in a live, high-volume environment — not the technology itself.