20-Jan-2016 1:00 PM - 2:00 PM


Change of Date!

Newfoundland and Labrador Chapter presents
Client Pull – Reducing a Waitlist from Nine Months to Nine Days.

  January 20, 2016
  1:00 p.m. to 2:00 p.m. Newfoundland Time
11:30 a.m. to 12:30 p.m. Eastern Time

Featured Speaker: Cathy Hoyles BScPT, MHM, CHE, Regional Professional Practice Consultant, Physiotherapy, Eastern Health, Newfoundland and Labrador

Long waitlists for routine services are common in most provincial health systems.  The waste associated with these services are significant, most notably the rate of cancellations, failure to attend, time spent on waitlist management and contacting clients.  This webinar presents an example of system redesign using the concept of “client pull” for a publically funded  outpatient Physiotherapy service in Newfoundland and Labrador.  This redesign has allowed for improved access for the client at a time that is right for them and  less time spent on managing waitlists for staff.  Equally as important in this process redesign is the self selection of motivated clients, thus this presentation has carry over applicability of principles for any service that needs motivated clients to sustain clinical results.

Cost: (Taxes Included)

CCHL Member:
NL CCHL Member:
Student Member:


*Webinar details will be provided following registration

Cathy Hoyles is a physiotherapist and manager in health care in Newfoundland.  Her educational background includes a Master of Health Management Degree ( McMaster 2013)  and a Certified Health Executive designation from the Canadian College of Health Leaders.  As Professional Practice Consultant at Eastern Health she lends her support to staff and managers that are interested in system redesign based upon the principles of excellent client care at a time that is most appropriate for the client.  Working in ways that are congruent with LEADS and LEAN are guiding management principles for Cathy; the goal is always to improve client outcomes and the client experience.

Attendance at this program entitles certified Canadian College of Health Leaders members (CHE / Fellow) to 1 Category I credits toward their maintenance of certification requirement.