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eChat: A Strategy to Improve Client Access to Health Services
Alina Tarasenko, Intake PHNCindy Fielding, Intake PHNSeptember 25, 2014
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!
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.
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 . . .
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.
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”.
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.
How did we do it?
• Developing eCounsellor post-chat survey.
• Developing a communication plan.
• Developing training for staff.
• Developing staff buy in strategies.
Launch – November 2013
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%
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)
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
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.
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!!
Thank you!
For more information contact:
Alina Tarasenko, PHN
416-338-8537
For more information contact:
Cindy Fielding, PHN
416-338-8559
eChat: A Strategy to Improve Client Access to Health Services
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