Posted on Oct 1, 2025
Kamloops patients seeking joint replacements are experiencing significantly shorter wait times, thanks in part to the innovative work of Dr Jeffrey Poon through the Doctors of BC Consultant Specialist Team Care (CSTC) program.
Dr Poon, an orthopedic surgeon based in Kamloops, embarked on a journey to optimize his practice, resulting in increased efficiency, happier staff, and improved patient outcomes thanks to a dramatic reduction in wait times for crucial procedures.
The CSTC program—an initiative of the Specialist Services Committee, a partnership between Doctors of BC and the Ministry of Health—supports specialists to implement a team-based care model within their community practices. Dr Poon, a participant in the program’s second cohort, focused on decreasing the time patients waited to see a surgeon by increasing administrative and office capacity.
"The program provided the time and space to really evaluate our business practices, something that most doctors aren't trained in," Dr Poon explained. "It allowed us to look at our operations with fresh eyes and identify areas for improvement."
Rather than immediately hiring additional staff, Dr Poon and his medical office administrator, who has since been promoted to office manager, focused on optimizing existing processes. This involved process mapping, analyzing patient scheduling, and streamlining workflows. The results were remarkable. He saw a 20% increase in the number of patients seen, with no increase in overhead.
"We were able to significantly improve our office efficiencies with just some small tweaks," he said. "It was about empowering my staff and fostering a sense of shared ownership within the practice."
The impact extended beyond just numbers. Dr Poon highlighted the importance of the intangible benefits, particularly the increased engagement and commitment of his office staff. He emphasized that his team now shares a sense of responsibility for patient care, with his office manager advocating proactively for their needs.
He also highlighted the collaborative aspect of the CSTC program, emphasizing the value of sharing best practices. "The greatest value was really networking," he said. "Chatting with other physicians and learning from their experiences was invaluable."
Improved office efficiency has led to significantly shorter wait times in his practice.
"If you want a total joint [replacement] done in Kamloops, you can often be seen within a month and operated on within three months," Dr Poon proudly stated.
Dr Poon also highlighted the significant work done to reduce wait times by his colleagues in the Kamloops Orthopedics group and investments by Interior Health, including expanding operating room capacity, hiring more surgeons, and centralizing the referral system.
This success underscores the need to correct perceptions about the availability of orthopedic care in Kamloops. Dr Poon noted that some patients have sought joint-replacement surgery outside the country at their own expense, to their detriment. These procedures may not always meet the required standards, he noted, potentially leading to the need for corrective surgery upon their return.
Dr Poon stressed that Kamloops has ample capacity for hip and knee replacements and encourages residents to seek care locally.
His experience demonstrates the power of collaborative, team-based care in improving patient outcomes and enhancing the overall health care experience.
"I'm engaged as a physician, my staff are engaged, and we enjoy what we do," he concluded.
This work was funded by the Specialist Services Committee, one of four joint collaborative committees of Doctors of BC and the Ministry of Health.
