Dialing Down Barriers: A Quality Improvement Journey to Strengthen Connection and Equity

This webinar recording provides an overview of our QI methods, real-world data, and actionable next steps. We shared how QI leads, secretaries, and researchers came together with real-world data, plain-language scripts, and workflow analysis that make phone access an equity win for clients. We provided practical ideas for integrating digital tools, tracking key indicators, and fostering cross-team collaboration to turn phone-related frustrations into reliable, inclusive client pathways.

What is the problem we needed to solve?

What is the biggest barrier clients face when trying to reach us by phone? Is it the system itself? During the COVID-19 pandemic, our organization was tasked with vaccinating individuals without OHIP coverage. The high demand for services overwhelmed our phone systems, leading to long wait times, frustration, and difficulty accessing appointments. Although we expected these issues to subside after the pandemic, they persisted, even after introducing Ocean, an online booking platform. We realized that the problem extended beyond phone lines and staff availability, highlighting a larger communication issue related to shifting client preferences and technology. This underscored the need for systemic change in how we manage client communications.

Why it matters

This project brought critical insights to the challenges of clients, staff, technological resources, and organizational processes. It shifted us from assumptions about the root causes leading to the challenges and issues experienced by clients and staff to a more fact-based understanding. We can now better allocate resources and make strategic changes that will effectively improve service access and workflow processes for clients and staff.

For example, we had assumed clients were uncomfortable using Ocean online booking due to a lack of skills or access. While skills and access remain an issue for some, we understood from clients that our previous communication efforts were not sufficient to make them aware of this available service. From this project, we have identified numerous changes and have developed an action plan for implementing the findings and recommendations that span not only our phone system and Ocean but also our processes that surround these.

Find out more: https://accessalliance.ca/research-bl...