Waterloo Region Hospitals Slash Ambulance Offload Times by 74%

The **Waterloo Regional Health Network** (WRHN) has achieved a remarkable reduction in ambulance offload times at its hospitals in Kitchener-Waterloo. Over the past five months, the average offload time at **WRHN @ Midtown**, formerly known as **Grand River Hospital KW Campus**, has plummeted from **107 minutes** to just **28 minutes**. Similarly, the offload time at **WRHN @ Queen’s Blvd**, previously **St. Mary’s General Hospital**, decreased from **83 minutes** to **27 minutes**.

Brandon Douglas, Vice President of Patient Care and Site Lead for Queen’s Blvd, emphasized the urgency to address this issue prior to the merger of the hospitals. “The urgency to solve the increasing offload times across the region was apparent,” he stated. The two legacy hospitals’ emergency departments began collaborating under a single leadership structure in January 2025, allowing for a unified strategy aimed at improving patient care.

Key Strategies and Improvements

Since the end of June, WRHN has successfully maintained ambulance offload times at **30 minutes** for approximately **90 percent** of patients. To achieve this significant improvement, the hospitals implemented several strategic changes. These included the introduction of standardized processes and enhanced collaboration with the **Region of Waterloo Paramedic Services**.

Douglas noted the importance of utilizing the same technology through WRHN’s joint **Electronic Medical Record (EMR)** system. “Introducing standardized processes, as well as socializing the fundamental concept that the offload area was a ‘horizontal waiting room’ and not a place to stay and be treated,” he added, played a crucial role in these improvements.

The Region of Waterloo has also taken steps to educate residents about when to call an ambulance, reinforcing the idea of appropriate emergency care access.

As the population of Waterloo Region approaches one million residents, the need for efficient emergency services has become increasingly critical. The upcoming construction of a new hospital in north Waterloo signifies ongoing efforts to enhance healthcare infrastructure in the area.

In light of rising emergency department visits for conditions such as pneumonia, which more than doubled last fall compared to the previous year, the improvements in ambulance offload times are particularly timely. This progress not only benefits the healthcare system but also aims to ensure that residents receive prompt and effective medical attention when needed.