Dialing Down Barriers: A Quality Improvement Journey to Strengthen Connection and Equity

What is the biggest barrier your clients face when trying to reach you by phone? Is it the system itself?

Join this 45-minute session to see how Access Alliance redesigned its phone system to cut wait times, improve language access, and embed equity in every client interaction.

Discover how QI leads, secretaries, and researchers used real-world data, plain-language scripts, and workflow analysis to turn phone frustrations into inclusive client pathways. Learn practical ways to integrate digital tools, track key indicators, and foster cross-team collaboration.

Session Goals

• Strengthen collaboration among QI, research, and operations staff.

• Explore common barriers clients face when calling.

• Understand how Access Alliance’s redesign supports connection and equity.

• Share your experiences and solutions.

Learning Outcomes

• Apply QI methods to improve phone and communication access.

• Learn from pilot projects integrating digital tools.

• Understand newcomer experiences with phone systems.

• Exchange ideas with peers.

Who should attend:
QI leads, managers, secretaries, research staff, and frontline providers in CHCs, primary care, and settlement sectors.

To register, please click here.