Patients in Kamloops needing hip and knee replacements are seeing wait times cut dramatically — with many now receiving surgery in less than three months — thanks to an innovative, team-based approach to orthopedic care.
Orthopedic surgeon Dr. Jeffrey Poon has led the charge in transforming how care is delivered in Kamloops, increasing his clinic’s patient capacity by 20% over the past year. With support from the Consultant Specialist Team Care program (CSTC) — a provincial initiative jointly funded by Doctors of BC and the Ministry of Health — Dr. Poon and his team have mapped internal processes, streamlined workflows, and introduced new technologies to reduce bottlenecks and improve patient access. “My office manager and I were able to significantly improve efficiency by mapping our processes and analyzing our scheduling,” said Dr. Poon. “With some small tweaks, we can now see a few more patients per day — and that adds up.”
As a result, Kamloops now boasts some of the shortest orthopedic surgical wait times in Canada. According to Dr. Poon, patients can often be assessed within a month and undergo surgery within three months — well below the national benchmark of 26 weeks.
Small Changes, Big Results
During a recent interview with RadioNL, Dr. Poon detailed the specific changes that led to such notable improvements. These included:
- Labeling and grouping administrative tasks to reduce redundancy.
- Collecting detailed medical histories prior to appointments to streamline visits.
- Adopting artificial intelligence tools to reduce paperwork.
- Using digital platforms like Oceans to improve patient communication.
- Hiring additional staff to manage the increased patient flow.
The cumulative impact of these minor adjustments, he noted, is significant. “We improved things about 1% at a time,” Dr. Poon explained. “It’s all about making each other’s lives easier — and ultimately making patients’ lives better.”
A Collaborative Culture
Dr. Poon is quick to point out that this isn’t a solo effort. The Kamloops Orthopedic group, which includes 10 surgeons, has embraced a culture of continuous improvement. The group collaborates on various efficiency projects, including starting operating rooms on time and streamlining surgical tools to reduce turnover between procedures. “We don’t just train as surgeons — we train as teams,” Dr. Poon said. “We bring our nursing staff to educational sessions and even fly them to conferences to ensure everyone is on the same page.”
Support from CSTC Program
Central to the success of this transformation is the Consultant Specialist Team Care (CSTC) program, which equips specialists with the tools, training, and funding to restructure their practices using team-based care models.
Garth Vatkin, a portfolio liaison with the Specialist Services Committee, which oversees CSTC, said the program was created to help specialists cope with rising patient demand while avoiding burnout. “We’re not producing specialists fast enough to meet the demand,” Vatkin said. “So we need to get more efficient — and this program is showing that’s possible.”
So far, CSTC has helped dozens of specialists across the province, often seeing a 20–30% increase in capacity within the first year. The program provides training in process mapping, access to mentorship, and funding for things like staff hiring, travel, and technology adoption.
Local Access vs. Medical Tourism
Dr. Poon also hopes these improvements help dispel the myth that British Columbians must travel abroad to receive timely orthopedic care. “We know some patients are still going overseas for joint replacements,” he said. “But we’re now offering faster, safer care right here in Kamloops.”
He emphasized that receiving surgery abroad can pose risks — including incompatible hardware, lack of follow-up care, and higher complication rates. “We have the resources here. We encourage people to stay local and get care that’s coordinated, consistent, and close to home.”
The Road Ahead
While much progress has been made, Dr. Poon says there’s still more to do. One ongoing focus is improving access to trauma surgery on weekends, a need driven by Kamloops’ role as a major trauma referral center. Barriers such as limited staffing and OR availability remain, but the team is actively exploring ways to address them. “The hospital never closes,” Dr. Poon said. “And we’re committed to finding ways to take care of people faster and better.”
Learn More
Specialists interested in improving their practices can apply for the next CSTC cohort when registration opens in November. Vatkin says the program offers more than just operational improvements — it also supports better work-life balance for physicians. “We’re shifting how care is delivered in B.C.,” said Vatkin. “And that’s exciting.”
About the CSTC Program
The Consultant Specialist Team Care program is delivered by the Specialist Services Committee, one of four Joint Collaborative Committees — a partnership between Doctors of BC and the Ministry of Health. The program helps specialists implement team-based care models to increase efficiency, improve patient outcomes, and build more sustainable practices.
