Listening, redesigning, digitizing: 50 years of commitment to better care experiences
Across five decades, CGI has helped healthcare organizations rethink how care is delivered by connecting digital innovation with the needs of patients and clinicians. At Kateri Memorial Hospital Centre in Kahnawà:ke, that approach helped keep an outpatient-care modernization initiative moving through the disruption of COVID-19 and create a path toward more connected, efficient care.
In March 2020, Kateri Memorial Hospital Centre began an initiative to digitize its end-to-end outpatient care journey. When the pandemic disrupted normal working conditions, CGI proposed a remote collaboration approach using digital design-thinking tools, enabling the hospital and project team to continue the work through virtual workshops and project checkpoints.
CGI first helped the hospital develop a comprehensive business case. The work documented existing processes, from diagnosis and intervention to recovery and discharge, and identified how technology could improve the experience for patients, physicians and hospital staff.
With many outpatient processes still relying heavily on paper, CGI assessed available electronic medical record solutions and provided a functional and financial analysis to help the hospital select an appropriate path forward. CGI and hospital teams then used a collaborative design-thinking approach to redesign processes across scheduling, patient information, diagnostics, prescriptions and follow-up care.
The new digital care model was designed to support more secure information sharing, improve coordination between healthcare professionals and give physicians easier access to patient records. It also aimed to reduce administrative effort, support faster clinical decisions and improve the continuity of patient care.
This initiative showed how flexible collaboration and thoughtful process design can lay the groundwork for more connected, patient-focused care.
