BTOES Insights Official
March 11, 2019

2019 AWARD FINALIST SPOTLIGHT: University Health Network - Finalist in the Technology Enabled Process Automation Project Category


Read this article about University Health Network, one of our finalists, in the category Best Achievement in Technology Enabled Process Automation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.


UHN Logo





UHN Learner Registration Program


University Health Network (UHN) is an international source for research, patient care and education and consists of four hospitals, five research institutes, and a post-secondary institution.  In order to meet the emerging health demands and respond to dramatic changes to our environment, University Health Network (UHN) is transforming our organization to be a Learning Health Organization; an organization that focuses on continuous learning to improve our efficiency and effectiveness on our patient care delivery.  Our clinical learners, which includes residents, fellows, medical students, nursing, and health professional (HP) learners, are valuable assets to our organization.  Each year, we welcome over 5500 clinical learners.  These learners are expected to provide patient care the first day they arrive at UHN. 

 UHN Learner Registration Team 2-1



Learners should have access to our Electronic Patient Record (EPR) the first day they arrive in order to provide clinical care, as they need access to read patient health history and order medications and tests.  The current delay in accessing clinical systems for learners has an impact on patient safety and workflow efficiencies.  Every July, we have approximately 1300 learners arriving at UHN within a 2-week period (see Figure 1 July Learner Onboarding).  To onboard thousands of learners in a short time period creates tension to our system.

We hear of learners waiting 3 to 5 days without access to electronic patient information.  Through survey feedback, only 40% of learners are getting access to EPR by the first day they arrive. 


Figure 1 UHN

Figure 1: July Learner Onboarding


Key Outcomes

The main driver for this program is safety.  Learners need prompt access to electronic patient information.  Our program has taken an innovative approach and used process automation in driving efforts to improve the onboarding process for our learners to ensure they have access to critical functions that allow them to provide safe and quality patient care.  As part of streamlining the onboarding process, we automated many antiquated processes, which resulted in saving approximately 7560 working hours annually (across various groups including education coordinators, learners, and technical support staff).  We decreased the actual work effort by 97%, 75%, and 88% in creating an Active Directory, Pyxis (Medication Dispensing), and EPR accounts respectively.  We increased the speed from requesting to getting an EPR account ­by 99%. 


Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)


Prior to automation, creating an EPR account took an average of 4 days from request to getting an EPR password; it now takes less than 7 minutes.  Furthermore, our organization went from more than 25 different registration processes for learners to now only one registration process.  Some additional benefits include the cost savings that we are able to achieve through automation.  We use a third party provider to conduct our account creations; through automation, we estimate our savings to be at least $300,000 annually.  Please see Figure 2: Key Efficiency and Cost Savings.


Figure 2 UHN

Figure 2: Key Efficiency and Estimated Cost Savings



About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.



Full-length speaking sessions from the Business Transformation & Operational Excellence World Summit, accompanied by featured articles from the Speakers themselves.



Submit an Article

Become a Regular Contributor

AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
Copy of Copy of btoes19 (1)

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Process Management Business Excellence Continuous Improvement Process Optimization process excellence Process Improvement Leadership Premium Change Management Enterprise Excellence Lean Execution Excellence Lean Enterprise Organizational Excellence Lean Six Sigma BTOES18 Capability Excellence Culture Transformation Changing & Improving Company Culture New Technologies end-to-end Business Transformation Execution & Sustaining OpEx Projects Agile Lack of/Need for Resources Leadership Understanding & Buy-In Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments Digital Transformation Healthcare and Medical Devices Culture Customer Experience Exclusive BTOES HEALTH BTOES Video Presentations Technology Innovation Strategy Execution Process Automation Report Manufacturing BPM Lean Manufacturing Agility Systems Engineering Process Design Awards Healthcare BTOES Presentation Slides thought leaders Insurance Robotic Process Automation value creation Customer Experience Excellence innovation execution Data Analytics Professional Services Banking and Capital Markets data management White Paper digital operations BTOES19 Consumer Products & Retail Operational Excellence Model Project Management Artificial Intelligence Automotive and Transportation business expansion revenue growth Digital Interview Operational Excellence Example Lean Culture NPS Net Promoter Score Six Sigma Data Frameworks Hoshin Planning Learning organization Pharmaceuticals & Life Sciences Primary Measure of succes Workplace Analytics business process automation investment banking transformation journey BTOES17 Business Growth Client Feedback Strategy Communication Denial Management Education HealthcareTechnologies Hospitality & Construction Human Centered Design Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Kaizen Oil and Gas Pharmaceuticals and Life Sciences Telecommunications Text Mining eHealth master text analytics virtual resource management Announcement BTOES18 Award Winners BTOES18 Awards Communications Infographic Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane