NYGH launches cloud-based communication system

TORONTO – In a bold move that signals a new era for healthcare communications, North York General Hospital has rolled out one of the country’s first fully integrated, cloud-based communication systems across its entire network.

Powered by TELUS and Avaya, this transformative upgrade covers six hospital sites and serves a population of over half a million, marking a pivotal moment in the modernization of healthcare infrastructure.

By shifting from on-premises telecommunication systems to a state-of-the-art cloud platform, the hospital is positioning itself as a leader in digital healthcare innovation.

This 18-month overhaul, which kicked off in early 2022, tackled a critical issue facing healthcare institutions: how to modernize communication systems without disrupting vital services.

The seamless migration, powered by TELUS and Avaya, replaced North York General Hospital’s legacy phone system with a future-ready cloud solution, ensuring the hospital’s communications are as dynamic as the evolving healthcare landscape.

Duska Kennedy, vice president of strategy, digital health and chief digital officer at NYGH, who led the strategic rollout, emphasized that this project was about more than just upgrading technology – it was about forging partnerships to create a resilient, flexible infrastructure that supports the hospital’s growth and innovation.

“The transition to cloud technology is not just about keeping up with the times,” Kennedy explained. “It’s about ensuring we can continue to deliver exceptional care while
adapting to the future of healthcare.”

With the new system, all communications – voice calls, video, messaging, and more – now run through TELUS’ private, secure network, processed and routed via dedicated, fully redundant TELUS data centres.

This high-tech solution frees the hospital from the complexities of infrastructure management, empowering more than 5,000 staff and physicians to connect seamlessly via mobile devices, computers, and office phones – all while maintaining the highest security standards.

The collaboration introduces a comprehensive, integrated communications platform, combining voice, video, chat, and messaging. This cutting-edge approach aligns with the hospital’s broader goal of leveraging technology to improve patient care and healthcare delivery.

A standout feature of this implementation was its cost-effectiveness. The hospital was able to retain its existing equipment, minimizing both operational disruption and expenses while unlocking new features and boosting reliability.

This compatibility with existing hardware demonstrates how healthcare institutions can modernize their communications without the usual headaches of replacing entire systems.

Operating on a flexible subscription model, the cloud system departs from the traditional upfront investment in infrastructure. It enables the hospital to scale services as needed, with built-in redundancies to ensure continuous operations.

Running on TELUS’ secure network, it offers high availability and essential backup for critical healthcare communications and sensitive data management.

Heather Tulk, president, commercial and public sector at TELUS, a key figure in the project, highlighted the significance of the successful launch: “This marks a monumental step in Canada’s healthcare digital transformation. By enhancing communication and collaboration, we’re ensuring that healthcare providers can deliver even better care to patients – securely and efficiently.”

Brian Silverstone, president and general manager of Avaya Canada, commented on the broader implications of the partnership: “TELUS has been at the forefront of digital transformation, consistently demonstrating an ability to deliver mission-critical communication solutions to enterprises across Canada. Their deep expertise in cloud and AI technologies, combined with their extensive knowledge of the Canadian market, makes them an ideal partner for Avaya as we continue to expand our cloud offerings.”

This technological leap forward is setting a new standard for healthcare communications, offering a practical roadmap for other institutions looking to modernize their own systems.

As Canada’s healthcare sector watches closely, this success story proves that digital transformation is not just possible – it’s essential. By combining innovative technology with cost-effective strategies, North York General has demonstrated that modernizing communication infrastructure can enhance patient care without sacrificing operational efficiency.