How Quebec found relief in testing times

From siloed systems to connected communication

Fighting the pandemic requires fast testing, clear communication, and timely analysis. With a new end-to-end screening, scheduling, and result-delivery platform, Deloitte helped the provincial health ministry move from reactive processes to proactive strategies.

At the outset of the COVID-19 pandemic, both public and private organizations were forced to develop fast, piecemeal solutions to tackle the challenges. But Quebec’s Ministry of Health and Social Services had a vision: to combat outbreaks among its citizens by optimizing the province’s testing and screening processes. Its goal was to reduce complexity, improve connectivity, automate manual tasks, and create a more efficient patient experience. Deloitte Canada’s goal was to create a centralized platform that gives citizens their appointments and results faster, and ministry workers the tools they need to get ahead of the virus in their community. 

Deloitte put together a highly experienced, multidisciplinary team of specialists in operations, digital services, and change management to build a customized ConvergeHEALTH Connect solution, powered by Salesforce technology. The province’s new platform connects and optimizes every step of the testing journey for members of the public and health workers alike. Citizens can now find all the information and tools they need on a single, easy-to-use platform. And health and ministry staff are spending less time triaging operations and more time reducing outbreaks. 

Within 12 weeks of launch, more than 100 testing centres in 34 health institutions across Quebec were using the ConvergeHEALTH Connect management platform. It has supported more than 20,000 appointment bookings per day and reduced wait times for results from three days to less than 16 hours. Crucially, public health leaders have fast and efficient access to real-time results data. That’s giving them the insights they need to be nimble, strategic, and proactive in the fight against COVID-19 in their communities.