Beyond the Queue: A systems approach to addressing the root causes of wait times

Taming of the Queue 2013 invitational conference was held March 21-22, 2013 in Ottawa, at the Fairmont Château Laurier Hotel.

Patient vignettes are intended to support the conference theme of taking a systems approach to wait-time management and monitoring, and may be used by conference speakers and participants as reference points or examples during the discussion.


Day 1 - Thursday, March 21, 2013 

Keynote Address: Overview of International efforts to improve wait times

Taking a systems approach to wait times 

How are data and information systems being used to support a systems approach to wait times? 

Wait-time tools to support a systems perspective 

Discussant: Gail Attara, GI Society

Successful system models of care 

  • ALC: Samir Sinha, Provincial Lead, Ontario’s Seniors Strategy
  • Stroke: Michael Suddes, Calgary Stroke Program
  • Mental health: André Delorme, ministère de la Santé et des Services sociaux (Québec)

Discussants: Anna Reid, CMA, Gail Attara, GI Society 

Day 2 - Friday, March 22, 2013 

Keynote Address: Impact of NHS Constitution on improving timely access to quality care 

Coffee table panel: What policies and practices are required to adopt a systems approach to address the root causes of wait times? 


The Creation of National Maximum Wait Times Access Targets for Medical Imaging (MRI and CT)
Canadian Association of Radiologists

Access to Care: Telling the ALC Story: A More In-depth Understanding of ALC in Ontario
Cancer Care Ontario

Strengthening Performance Management Through Wait time Reporting
Cancer Care Ontario

Leadership and Sustainable Change:A Process Improvement Initiative in Endoscopy
Central Health (Newfoundland and Labrador)

Embracing the Patient’s Medical Home: A vision of patient-centredness and better health outcomes
College of Family Physicians of Canada 

Waiting to see the specialist.Patient and provider characteristics of wait times from Primary to Specialty Care in Ontario
ICES and Family and Community Medicine, University of Toronto

Measuring the Patient’s View of the Queue: Challenges and Strategies for Collecting Patient Reported Outcomes Data for Waitlisted Surgical Patients
Vancouver Coastal Health and University of British Columbia

Improving Wait Times Along the Breast Health Coninuum
Nova Scotia Breast Screening Program, Dalhousie University and QEII Health Sciences Centre

Referral and Consultation Process Toolbox: Tools for streamlining patient flow from primary to specialty care
Canadian Medical Association

Refinements for MRI Scheduling within a Diagnostic Imaging Unit
Department of Statistical and Actuarial Sciences, Western University

Improving hip fracture care by using the Bone and Joint Canada toolkit to reduce delays and improve clinical processes for an aging population
CHU de Québec (Centre for Excellence on Aging; HSFA; Department of Orthopaedic Surgery) 

Evaluating the Provincial MRI Process Improvement Project: Improving Access to MRI Services Using Lean Six Sigma Methodology
University Health Network

Thank you to our contributors

Invited Workshop

Modeling, Models & Management: A knowledge exchange workshop for researchers, managers and decisionmakers interested in improving access to scheduled health services

A pre-conference workshop was held Wednesday, March 20, 2013

Read More      Agenda