Lakeridge Health Launches New Patient Passport and Personalized Emergency Department Wait Times

Posted on Tuesday March 28, 2023

DURHAM REGION – People arriving at the Emergency Departments (EDs) at Lakeridge Health’s Ajax Pickering, Bowmanville, Oshawa, and Port Perry Hospitals will now receive a new Patient Passport and a personalized predicted range for how long they can anticipate waiting to see a physician.

“We’re excited to bring this latest innovation to our EDs and provide patients with more information about their experience,” said Dr. Ilan Lenga, Chief Information Officer, Lakeridge Health and Regional Chief Medical Information Officer, Central East Hospitals.

“We recognize that waiting in an ED can be stressful for many people,” said Dr. Michael Howlett, Chief and Medical Director, Emergency Services. “With more information about their visit, we believe the new Patient Passport and personalized ED wait times will help to improve the overall patient experience and ease some anxiety through enhanced communication.”

This personalized Patient Passport not only indicates the patient’s estimated wait time range, but also illustrates their ED journey from triage to registration and the waiting room, to initial assessment, treatment, and finally discharge. Patients will also see more wait time related information displayed on large, wall-mounted monitors, including the total number of patients waiting, number of patients being seen, and whether predicted wait times are on track.

The new Patient Passport is powered by the same Artificial Intelligence (AI) that predicts the stock market and helps in outer space flight. AI is the simulation of human intelligence processes by computer systems.

“We’re proud to have partnered with Durham College’s Hub for Applied Research in Artificial Intelligence to bring these emerging technologies to the people of Durham Region and set a new standard for the ED patient experience,” said Dr. Lenga.

The new Patient Passport and personalized ED wait times are part of the second phase of the online ED Wait Times Tracker project. Launched last fall, the ED Wait Times Tracker is available on Lakeridge Health’s website at It is refreshed every 15 minutes and the wait time is based on the state of the ED over the preceding four hours.


About Lakeridge Health
With five hospitals, four emergency departments, three critical care units, a long-term care home, a full range of medical and surgical specialties, and more than 20 community health-care locations, Lakeridge Health offers some of the broadest and most comprehensive range of acute care, ambulatory care, and long-term care services in Ontario.

Lakeridge Health is home to several regional specialty centres and services, including the Central East Regional Cancer Program, R.S. McLaughlin Durham Regional Cancer Centre, The Shoulder Centre, and eye care and chronic kidney disease services. Additionally, we are proud to serve our community with a full suite of inpatient, ambulatory, and community-based mental health and addictions services, as well as provide safe, high-quality, compassionate care in our state-of-the-art long-term care home, Lakeridge Gardens.

Guided by our vision of One System. Best Health. and supported by a dedicated team of more than 7,700 staff, physicians, and volunteers, Lakeridge Health is working in collaboration with its Durham Ontario Health Team, primary care, and community partners to foster a truly integrated, regional system of care. Together, we are focused on empowering people to live their best health and fostering an accessible, inclusive, and equitable environment for all.

For information contact:
Sharon Navarro
Manager, Public Relations and Digital Communications
Lakeridge Health