James Hilborn

James Hilborn

IT Business Analyst


I worked in IT for many different industries before coming to the WWLHIN almost three years ago. My move to health care wasn’t planned, but I did start here at the same time the CCAC was helping my mother go through assessments and tests for dementia. It gave me a different perspective. I felt like maybe I could bring my years of experience to the system and offer new ideas.

Working here has been even better than I expected. Every day is different. Every day, I’m challenged to be creative in my approach.

There’s been a big increase in how much technology is used in health care. I’m sure there will be more to come. A lot of the projects I work on are focussed integrating systems, and introducing new functionality so our systems can talk to health care providers. The goal is to cut down on data entry so healthcare workers have more time for direct patient care.

Our services are all people-oriented, so working here has a real human feel to it. It’s not about computers talking to computers. The bulk of the work we do here is about people. We never lose sight of that.

One project we’re working on involves getting our hospital intake computers to pass information to our systems so that if one of our home care clients presents in the emergency department or they get admitted, we can notify a service provider scheduled to go to the patient’s home. The patient who is in emergency may not be able to call, and it may not be top of mind for the family to call and cancel. Our resources are valuable. This functionality will help us cut down on waste and allow the family to focus on what’s important.

I always put the patient at the forefront of whatever project I’m doing. It’s critical that nothing we do hurts the people who are expecting to receive a service. If something goes wrong with the technology and an expected service or information isn’t delivered as a result, it can have a negative impact on the patient and their family. My goal is to make sure that doesn’t happen.

I like that even though I work on the technical side of health care, I can share information to help the people in my life. I live in a neighbourhood where a lot of us are part of the sandwich generation. There’s a man that lives across the street whose in-laws are struggling with their health. I was able to tell him that they don’t have to wait until their parents are in crisis to look at long-term care options and other services. He was so grateful that a casual conversation gave him the information he needed in a stressful time.

The people I work with have high standards, but at the same time, they make a point of taking a caring approach to the work. It’s not just about the work. It’s also about the people. I’ve always felt that people in health care are there for a reason. I believe they choose that path not because it’s a nice thing to do and a good career. It’s a calling.

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