Echoplex Brings CHIME to Queen Square Doctors

Modern primary care clinics are under constant pressure to do more with less — more patients, more coordination, more complexity, without adding space or staff. At Queen Square Doctors (QSD) in Brampton, Ontario, those challenges were very real. With a large, high-volume practice serving tens of thousands of patients, even small inefficiencies had a noticeable impact on staff workload and patient experience.

That’s where Echoplex Healthcare Solutions stepped in.

The Challenge at Queen Square

Queen Square Doctors is a well-established, busy primary care clinic with a large team of physicians, nurses, and administrative staff. As patient volumes grew, so did operational strain. Front desk congestion, manual patient flow management, and inefficient room utilization were creating bottlenecks throughout the day.

The clinic wasn’t looking to expand its footprint or dramatically increase staffing. Instead, they needed a smarter way to manage what they already had.

Why CHIME?

CHIME is a clinic orchestration platform designed to manage patient flow, room usage, and staff coordination in real time. Rather than relying on manual processes, phone calls, or hallway coordination, CHIME provides visibility across the entire clinic — from patient arrival to checkout.

Echoplex worked closely with Queen Square Doctors to deploy CHIME in a way that fit their existing workflows, ensuring minimal disruption while maximizing impact. The implementation included patient self-check-in, live clinic status displays, and centralized dashboards that allowed staff to make informed decisions quickly.

Implementation with Purpose

Echoplex’s role went beyond installation. The focus was on planning, configuration, and change management — aligning CHIME with how QSD actually operates day to day. This included:

• Mapping real clinic workflows before deployment
• Training staff to confidently use the system
• Ensuring privacy, security, and compliance expectations were met
• Supporting the clinic through the transition period

The project was also supported through Ontario’s Innovating Digital Health Solutions (IDHS) program, helping bring proven digital health innovation into a community practice setting.

Real Results, Quickly

Within months of going live, Queen Square Doctors began seeing measurable improvements:

• Reduced front-desk congestion through patient self check-in
• Better utilization of exam rooms and clinical staff
• Less reliance on manual “runner” roles to move patients
• Improved staff efficiency and predictability throughout the day

Early analysis showed significant cost savings and a strong return on investment, but just as importantly, staff reported smoother workflows and less day-to-day friction. One clinic leader described CHIME as the most impactful operational improvement the clinic had ever made.

Building Capacity Without Expanding

What makes the Queen Square implementation stand out is that the clinic was able to increase efficiency and capacity without expanding physical space or hiring large numbers of additional staff. By orchestrating people, rooms, and time more intelligently, CHIME helped QSD focus on what matters most — patient care.

A Model for Other Clinics

For Echoplex, the success at Queen Square Doctors reinforces a simple idea: technology works best when it’s implemented thoughtfully, with a deep understanding of clinical realities. CHIME isn’t just software — it’s a tool that, when deployed correctly, can meaningfully improve how clinics operate.

As more healthcare organizations look to modernize without adding complexity, the Queen Square project serves as a practical example of what’s possible.

https://help.chimeclinic.com/case-studies/implementing-chime-at-qsd