How Grandview Medical Centre Reimagined the Clinic of the Future with CHIME

When Grandview Medical Centre in Cambridge, Ontario, began preparing for a move into their new building, they viewed it as an opportunity to rebuild not just their space, but their whole clinic workflow. With construction underway, they explored technologies that could help them design a more streamlined, patient-centred model of care.

Their introduction to CHIME, a clinic-orchestration system that automates front-desk operations and coordinates room flow, came at a healthcare innovation conference. After touring clinics that had already implemented the platform, Grandview chose to integrate CHIME into the design of its new site from the ground up.

Designing a Clinic That Moves With Patients

In their old building, patients often shifted between rooms depending on their care needs. A diabetes visit, for example, might require seeing a Medical Office Assistant (MOA) in one room before heading to another to see their physician.

The new building flips that model entirely.
Physicians keep private offices upstairs, but on the clinic floor, the care team moves to the patient, not vice versa. Patients stay in a single exam room for their entire visit, creating a calmer, more accessible experience.

Clinicians often carry laptops – supported by the AI scribe Heidi – and each pod includes extra charting stations for quick documentation between visits. But the real orchestration comes from CHIME.

Patient Experiences That Coordinate Themselves

The journey begins at a self-check-in kiosk that verifies patient information and places the patient on a digital queue. Waiting-room displays show estimated wait times, and a soft chime prompts patients when their room is ready, as well as the location (i.e., pod C, room 15) – patients are then able to follow clearly marked signs to direct themselves to the appropriate room, which will have a tablet next to the door with their name on it.

When a clinician enters the room, they tap “check in” on the tablet. After the appointment, one more tap “checks out” the patient and flags the room’s status for the rest of the team. Screens throughout the clinic show room availability in real time: occupied, free, or in need of cleaning.

Where AI Comes In: A System That Learns the Clinic’s Rhythm

One of the most transformative features happens behind the scenes: CHIME’s AI continually learns from real clinic operations.

As weeks go by, it begins to understand:

• which appointment types typically run longer
• which clinicians need more time for certain visits
• when bottlenecks tend to form
• how room availability fluctuates during the day

This learning allows CHIME to automatically adjust coordination cues and scheduling expectations to keep the clinic flowing as efficiently as possible. Instead of simply automating tasks, the platform becomes smarter over time and adapts to the real-world behaviour of the team and patients.

Eventually, Grandview plans to pull data from CHIME’s backend to support future planning and resource allocation.

Building the System: Six Months and 240 Hours of Focused Work

Although the full implementation process spanned six months, the Grandview team estimates that about 240 hours (roughly 30 workdays) were spent on:

• touring CHIME-enabled clinics
• workflow mapping
• defining appointment types
• staff engagement and buy-in sessions
• training and orientation
• troubleshooting and refining workflows

Workflow mapping was especially important. Appointment types were meticulously structured in Google Sheets, which fed into CHIME’s backend. Since CHIME only receives data from the EMR (and doesn’t write back), the team needed to ensure that the upstream input was accurate and workflow-ready.

Lessons for Clinics Considering CHIME

From Grandview’s experience, a few themes stand out:

• Expect early customizations, such as integrating online appointment booking platforms or managing multi-family appointments
• Older clinics may require new wiring
• Change management is essential – several buy-in meetings with the team provided ongoing dialogue that helped smooth out concerns
• The CHIME team provided fast, effective support throughout the process

A More Efficient, Patient-Centred Clinic

Today, Grandview’s clinic floor feels calmer, more coordinated, and more intuitive. Patients navigate their visits with ease, clinicians spend more time focusing on care, and AI-driven workflow orchestration keeps the day moving.

For clinics considering CHIME, or any AI-enabled workflow tool, Grandview’s story is proof that transformation is achievable and worthwhile when supported by thoughtful planning and change management.

If your clinic doesn’t have in-house resources for workflow mapping or implementation planning, our team can support you from exploration through go-live, ensuring a smooth and sustainable transition.