Scarborough Health Network (SHN) is making it easier for patients and their families to access our services.
In June, we completed a months-long transition to a centralized patient scheduling (CPS) model.
Previously, patient scheduling was decentralized across more than 100 outpatient areas, and patients were tasked with calling multiple outpatient clinics for appointment inquiries. Now, with the new CPS model, SHN will continue to contact patients directly to schedule any new appointments, while patients will be able to reschedule, cancel, or ask questions about their upcoming appointment through a single point of contact, by calling 416-431-8167.
The CPS office also features extended service hours including evenings and weekends (Monday to Friday 8 a.m.-8 p.m., Saturday and Sunday 8:30 a.m.-4:30 p.m.).
Alternatively, patients may sign up for MyChart Central East Ontario to access information about past and upcoming appointments at any hospital across the Central East region of Ontario.
This initiative is not just a step forward for patient care; it is a leap towards significantly better patient access experiences throughout Scarborough, supporting SHN’s mission of improving lives through exceptional care.
We look forward to the positive impact this new model will have on our community.
Get to know some of our scheduling agents
SHN’s new Centralized Patient Scheduling office is made up of dedicated and compassionate scheduling agents who are committed to providing exceptional quality care. Get to know some of our team members and learn more about their roles and the part they play in supporting patients and their families.
Meet Sarah Cowal!
Sarah’s journey with SHN began as a young child, when her mother, a nurse at General Hospital, would bring her to work. Sarah is now a patient access scheduling clerk and goes above and beyond to make patients feel important and comfortable.
Q: What drew you to work at SHN?
A: I was drawn to work at SHN by my mother, who was a nurse at General Hospital, and brought me to work as a child. I enjoyed being on the unit and helping with charts and call bells. I also took the Medical Office administration program at Centennial College and did my student placement at SHN in diagnostic imaging. I came back to work at SHN after a short time elsewhere, and felt like I was coming back home.
Q: How do you support exceptional quality care at SHN?
A: I treat every patient as if they were one of my family members. I love to go above and beyond to make patients feel important and comfortable. I build trust with them and work to find solutions by coordinating multiple appointments on a single day to save them time, money, and stress. I work closely with doctors and technologists to accommodate patients’ cultural and personal preferences, such as offering the option of a female-only staff.
Q: What excites you most about your role?
A: I get to use my extensive booking knowledge and experience from different diagnostic imaging departments to provide the best service to our patients. I also have the opportunity to learn new things and expand my skills in the patient access department.
Q: Do you have a story that you would like to share with us about a time you delivered or witnessed SHN’s corporate values (compassion, inclusion, courage, innovation) in your role?
A: I once helped a woman who had a lump in her breast, and showed up at the breast clinic very distraught. I called the patient’s doctor and arranged for her to get a mammogram, ultrasound, and see a surgeon all in the same day. I wanted to help relieve the patients’ stress and anxiety, and worked on getting her an answer right away.
Q: What do you love about Scarborough?
A: I love the diversity of Scarborough, the different cultures, religions, and backgrounds of the people who live there. I also love the variety of food that Scarborough offers, from roti, to samosas, to Hakka Chinese cuisine. Scarborough is the world in a single place!
Meet MaryAnn Quilang!
MaryAnn’s journey with SHN began in 2007, in Bed Allocation, Patient Registration. Now, MaryAnn is a patient access scheduling clerk and loves helping patients schedule their appointments and tests.
Q: What drew you to work at SHN?
A: I was drawn to work at SHN by the welcoming and friendly language of the job posting for the vaccine clinic screeners. While I was looking for jobs, other job descriptions seemed more restrictive and discouraging, while SHN’s posting was more inviting and inclusive. What drew me to my new role is my desire to be part of the changes and innovations that are happening at SHN, experiencing and learning from them.
Q: How do you support exceptional quality care at SHN?
A: I work to create a lasting impression for the patients and their family members
I speak with on the phone. I work closely with my colleagues to find convenient and timely appointments for patients, especially those who have difficulty coming in for their appointments, or have multiple appointments. I cater my speed and service to different ages and language barriers, and take extra time to make patients feel included and valued. I try to apply my learnings from the continued training provided at SHN, like the PeopleFirst: Compassionate Care training program.
Q: What excites you most about your role?
A: I enjoy talking on the phone and interacting with different community members and patients. I appreciate that the centralized model allows me to work with my colleagues to find the most convenient and timely appointments for our patients. The changes and innovations that are happening at SHN are very exciting for me.
Q: Do you have a story that you would like to share with us about a time you delivered or witnessed SHN’s corporate values (compassion, inclusion, courage, innovation) in your role?
A: I don’t have a specific story, but once in a while, I encounter patients on the phone who do not speak English but I am able to communicate with them in Dari/Farsi. They truly appreciate being able to express themselves freely in their preferred language without relying on others for interpretation. I feel they are happy for me to be working here. I have also used SHN’s telephone interpretation services and encourage more staff to take advantage of this valuable resource.
Q: What do you love about Scarborough?
A: I love the diversity of Scarborough, which allows me to experience a more interesting life. I hope the younger generations and newcomers feel included and empowered to continue shaping the future for a better Scarborough for all residents.
Meet Zakria Rahime!
Zakria’s journey with SHN began in 2021 when he was a vaccine clinic screener. Now, Zakria is a patient access scheduling clerk who is steadfast on creating positive lasting impressions for patients and their families.
Q: What drew you to work at SHN?
A: I was drawn to work at SHN by the welcoming and friendly language of the job posting for the vaccine clinic screeners. While I was looking for jobs, other job descriptions seemed more restrictive and discouraging, while SHN’s posting was more inviting and inclusive. What drew me to my new role is my desire to be part of the changes and innovations that are happening at SHN, experiencing and learning from them.
Q: How do you support exceptional quality care at SHN?
A: I work to create a lasting impression for the patients and their family members who I speak with on the phone. I work closely with my colleagues to find convenient and timely appointments for patients, especially those who have difficulty coming in for their appointments, or have multiple appointments. I cater my speed and service to different ages and language barriers, and take extra time to make patients feel included and valued. I try to apply my learnings from the continued training provided at SHN, like the PeopleFirst: Compassionate Care training program.
Q: What excites you most about your role?
A: I enjoy talking on the phone and interacting with different community members and patients. I appreciate that the centralized model allows me to work with my colleagues to find the most convenient and timely appointments for our patients. The changes and innovations that are happening at SHN are very exciting for me.
Q: Do you have a story that you would like to share with us about a time you delivered or witnessed SHN’s corporate values (compassion, inclusion, courage, innovation) in your role?
A: I don’t have a specific story, but once in a while, I encounter patients on the phone who do not speak English but I am able to communicate with them in Dari/Farsi. They truly appreciate being able to express themselves freely in their preferred language without relying on others for interpretation. I feel they are happy for me to be working here. I have also used SHN’s telephone interpretation services and encourage more staff to take advantage of this valuable resource.
Q: What do you love about Scarborough?
A: I love the diversity of Scarborough, which allows me to experience a more interesting life. I hope the younger generations and newcomers feel included and empowered to continue shaping the future for a better Scarborough for all residents.
Who to contact
For all appointment inquiries, please contact Centralized Patient Scheduling at 416-431-8167 from Monday to Friday from 8 a.m. to 8 p.m., and Saturday and Sunday from 8:30 a.m. to 4:30 p.m.
For questions about your healthcare, please contact the relevant clinic directly.