KHSC says change to urgent care hours aimed at making access more ‘predictable’

Kingston Health Sciences Centre (KHSC) announced changes to its urgent care centre hours beginning Wednesday, July 22, aiming to improve predictability for patients seeking non-emergency care. The revised schedule limits registration to specific times on weekdays and weekends, with the centre operating from 8 a.m. to 4 p.m. Monday through Friday and 8 a.m. to 2 p.m. on Saturdays and Sundays. This adjustment comes amid ongoing challenges related to physician staffing, which have led to daily patient intake caps since around July 2022. Executive vice-president of patient care Jason Hann explained that the new schedule is designed to offer more consistent access while ensuring continuity of care. He emphasized that the change does not mean reduced availability, stating that physicians and staff will continue providing services beyond the official registration hours. Patients registering close to the cutoff time will still receive assessment and treatment, even if they arrive near the end of the scheduled window. Hann noted that teams often stay past the listed hours, sometimes until 8 p.m., to finish necessary procedures such as imaging and lab tests. Despite these assurances, the revised hours have sparked concern among some patients and local representatives. There is uncertainty about where individuals can seek assistance once registration closes, especially given the closure of many walk-in clinics outside regular business hours. Hann acknowledged that patients might turn to the emergency department at Kingston General Hospital, though he stated there is no clear evidence that prior registration caps significantly increased emergency room visits. He added that patients arriving at the emergency department tend to present with more severe conditions. Local Member of Provincial Parliament Ted Hsu expressed support for the adjusted schedule, noting that it better aligns with current resource limitations. He pointed out that patients without access to after-hours services must rely on emergency departments, and while the change itself is unlikely to create additional strain, it reflects a broader need to enhance overall healthcare capacity. Hsu highlighted that the shift aims to manage expectations rather than indicate systemic cuts, stressing the importance of continued efforts to expand the region's healthcare infrastructure. To address potential gaps in care, KHSC plans to reallocate one urgent care physician shift to the KGH emergency department during evenings on weekends. This move is intended to alleviate wait times and ensure timely assistance for patients requiring immediate attention. Hann also mentioned that the hospital is actively recruiting emergency physicians and could consider extending urgent care hours if staffing levels improve. However, he warned that registration might still close early in rare cases if clinical teams determine it is unsafe to accept more patients. KHSC reiterated that the primary objective of the schedule change is to establish clearer, more dependable access for patients. While the revised hours may initially cause confusion, the hospital maintains that the adjustments are part of a larger strategy to optimize resource allocation and improve service efficiency. As the new schedule takes effect, further dialogue with patients and stakeholders will likely shape how this initiative unfolds in practice.