Moving intake upstream to reduce manual work at Glant Health

Glant Health, an endocrinology-focused specialist clinic group in Etobicoke, wanted to streamline intake and patient communication by replacing paper forms and manual follow-up with online forms, secure messaging, and automated reminders.

Before using Ocean, Glant Health was managing intake and communication through a more manual process. Patients completed paper forms at check-in, and staff then had to enter that information into Accuro by hand. Follow-up communication also took more effort, especially when messages were delivered by phone or email and were harder to track.

The clinic wanted to reduce paperwork, improve patient intake, save staff time, and create a more reliable way to manage patient communication before and after visits.

Why change, why now

The need was practical: Manual intake created duplicate work for staff and added friction at the front desk. Paper forms slowed down the start of visits, increased the chance of data entry errors, and made it harder to collect information consistently before appointments.

At the same time, the clinic wanted a more secure and manageable way to communicate with patients without relying so heavily on phone calls and email follow-up.

Glant Health decided to adopt Ocean to help shift intake work upstream. Instead of asking patients to complete forms in the waiting room, the clinic began sending Ocean eForms before the visit. Patients could complete their forms online, and the information flowed directly into Accuro.

Staff also began using Ocean to send and track secure patient messages using Ocean Health Messenger, while automated appointment reminders helped standardize another part of the communication workflow.

This was a workflow change more than a feature change. The goal was to reduce repeated handling of the same information, give staff better visibility into communication, and make visits easier to prepare for. In fact, Glant Health sends out roughly 4,000 secure messages and 10,000 reminders every year using Ocean, helping save countless hours of staff time on the phone.

As Hanan Safeer, Administrative Assistant, explained, the clinic was trying to reduce paperwork and manual data entry, improve patient intake, and save staff time by having patients complete forms electronically before their visit, with the information flowing directly into the chart and messages easier to track.

How Ocean supported the change

The improvements Glant Health described were specific and operationally meaningful.

Patient-facing impact

Staff and clinic impact

The clinic also noted stronger satisfaction on both sides of the process. Staff found the workflow smoother and more efficient, while patients appreciated the convenience of completing forms and communicating online before their visit.

In administrative assistant Hanan Safeer’s words: "Ocean eForms, secure messaging, and appointment reminders have made the biggest difference by streamlining patient intake, improving communication, and reducing administrative workload."

Why it mattered in practice

The change was simple but meaningful. Glant Health used Ocean to solve a set of practical administrative problems: too much paper, too much re-entry, too many manual touchpoints, and too little visibility into communication. By moving intake upstream and shifting communication into a secure digital workflow, Glant Health made visits easier to prepare for and reduced friction for both staff and patients.