1. eChat: A Strategy to Improve Client Access to Health Services Alina Tarasenko, Intake PHN Cindy Fielding, Intake PHN September 25, 2014

2. What is eChat? eChat is: another channel of communication! in real time and on demand! in a secure environment! more relevant and suitable to our clients changing communication behaviour!

3. So why eChat? Over the past few years: telephone calls were down, e-mails were up feedback and experience were indicating that certain groups of clients were not being served(youth, new immigrants, persons with disability and seniors) the need to reach out to a wider demographic by means other than the telephone became apparent.

4. eChat Demonstration We would now like to take the opportunity to take you, in the role as a client, through an eChat with an Intake PHN...

5. How did we do it? In the beginning the: business case went forward & was approved options were evaluated and eChat was selected Steering Committee was formed business and IT requirements were identified environmental scan was conducted vendor hosted solution was purchased.

6. How did we do it? The Intake Manager + 3 Intake PHNs formed a subgroup to take responsibility for operationalizing daily function of eChat which included: Identifying and establishing “Best Practice for TPH Intake eChat”. Developing “eCounselling Process Guidelines”.

7. How did we do it? Developing “Strategies to Address Challenging eVisitors”. Developing a list of “Canned Responses” and “Canned URLs”. Selecting TPH web pages for eChat icon placement. Developing pre-chat & post-chat surveys for eVisitor.

8. How did we do it? Developing eCounsellor post-chat survey. Developing a communication plan. Developing training for staff. Developing staff buy in strategies.

9. Launch – November 2013

10. How have we done so far? eChat by age < 20 …………………. 4.21% 20 – 49 ……………... 84.7% 50 – 64 ……………... 7.10% 65+ ………………….. 1.77% Prefer not to answer 2.22% Time in Canada 0 – 5 years ………… 17.29% 6 – 10 years ……….. 7.76% Born in Canada ….. 45.45% Over 10 years ……. 26.16% Prefer not to answer 3.33%

11. How have we done so far? English as first language No …………………. 24.39% Prefer not to answer 1.33% Yes ………………... 74.28% Persons with disability Multiple ……………….67% None ……………….. 91.8% Other ……………….. 2.88% Physical ……………. 2.00% Prefer not to answer 2.00% Sensory ……………….67% (hearing or vision)

12. How have we done so far? # of contacts = 860 (Jan. to Aug. 2014) Questions/concerns successfully addressed = 81% Average wait time for the eChat to be accepted + 4 seconds eVisitors have indicated appreciation of the ease, speed and efficiency of accessing a health professional

13. What have we learned? The importance of: observing and understanding the change in the public’s way of communicating to access specifically health information. forward thinking that lead to the development of attaining this channel of communication. collaboration with the relevant programs and service teams across Toronto Public Health.

14. What have we learned so far? The importance of: Intake team working together collaboratively and cooperatively to support the new initiative. being ready for any type of question! having fun!!

15. Thank you! For more information contact: Alina Tarasenko, PHN 416-338-8537 atarase@toronto.ca For more information contact: Cindy Fielding, PHN 416-338-8559 cfieldin@toronto.ca

16. eChat: A Strategy to Improve Client Access to Health Services Questions??