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Practice Details

1

Implementing an efficiency initiative

Classification: Health

Regulatory Body

College of PHYSICIANS AND SURGEONS of Ontario

College of PHYSICIANS AND SURGEONS of Ontario

Description

Following a review of its processes, the College of Physicians and Surgeons of Ontario (CPSO) decided to restructure its registration department. It introduced a new administrative unit and implemented "case coordination" for more personalized communication with applicants.

CPSO also introduced an online tool for applicants to track the status of their applications.

As a result, CPSO has experienced a significant decrease in abandoned inquiries and an impressive decrease in service timelines: from seven to four weeks for traditional pathways to registration, and from 15 to five weeks for complex applications that have to be referred to the registration committee.

It audits the process quarterly to monitor and identify opportunities for improved efficiency.

It offers a survey to every applicant at the end of the application process to collect feedback about his or her experience.

This practice saves applicants time and reduces their frustration. It also contributes to improved staff morale.

Value to Regulator

  • Helps to improve communication with applicants.
  • Makes registration process more efficient and less complicated; timelines are improved, unnecessary steps are eliminated, use of resources is optimized.

Value for Applicants

  • Enables applicants to meet registration requirements in more efficient way; process is streamlined and registration requirements are relevant and fair.

Duties from Registration Practices Assessment Guides

This practice falls under the following duties from the Registration Practices Assessment Guides:

  • Information for Applicants
  • Fairness

Profession's Membership Size

Large (more than 10,000 members)

Date of publication:

Jun 26, 2013