Project status as of May 13th, 2025
At CarePoint Health, the team knows that the first step into treatment can shape the entire client journey. So when delays between assessment to the first treatment session (Wait 3) began to rise, they saw more than just a scheduling issue, it was a barrier to timely care and trust in the process. To respond, the team launched a quality improvement initiative to reduce delays for clients seeking Ontario Structured Psychotherapy (OSP) services. By reviewing their data and identifying root causes, key strategies were identified: learning from top-performing clinicians, closely monitoring calendar and caseloads, and creating tip sheets to guide consistent practices across clinicians and managers. Early efforts include analyzing unbooked slots, reviewing clinician caseloads and involving staff in developing and testing process changes to improve client access to timely treatment.
“It’s about making sure no one waits longer than they need to for support which starts with smart, team-driven solutions.”
Project Highlights:
Problem/Opportunity Statement:
In July 2024, CarePoint Health’s OSP program experienced significantly higher than preferred Wait 3 times, delaying client access to treatment.
AIM Statement:
By March 31, 2026, CarePoint Health will achieve an average Wait 3 of 30 days (from assessment to first treatment session). Additionally, between April 2025 and March 2026, 70 per cent of clinicians will meet their session targets, and at least 48 unique new clients will begin treatment.