I get very positive feedback from patients about their ability to get an appointment in a timely fashion and to be seen in the clinic more or less on time.

AIM was a success! Overall access improved, clerical staff is now scheduling patients (versus the nurses) and offices are re-arranged to decrease the disruptions, increase space and ease the finding of materials.

We knew we had a problem with a long wait time for assessment. However, until we measured, we had no idea of the magnitude of the problem. The measurement results galvanized us into action.

Our clinic has seen wait times for appointments drop from 5 weeks to just 10 days. As well, patient experience surveys have been very positive and the number of patients not showing up for their appointments has dropped from 10 to 5 per cent. AIM helped us find ways to be more efficient and measure our success.

AIM has given us hope that frontline can make a difference – they can have a say in how a program can evolve to better support the clients they serve!

Our providers involved in AIM report they are finding they have more control, less guesswork about their capacity, more consistency in flow, more confidence in periods of stress that things will even out, and less mental energy is spent on scheduling, pick decisions, etc.

We have learned how to manage our panel sizes and our appointment times, and AIM has gotten us to a point where we can be more responsive to patients.

We empowered our team by empowering staff to make the changes we really needed.

An improved approach to healthcare delivery = more efficient, cost-effective programs surrounded by an atmosphere of collaboration (all working together). Thank you!

AIM was a success! The biggest gains were having processes in place and learning to think and approach change in a different way.

AIM changed the way of thinking for our whole team and it made the impossible, possible.