Central Intake Pioneers in 2017
Northwestern Ontario’s digital health journey began in 2017 with a initiative that would reshape healthcare delivery across the region. Led by the Director of Regional Services at Thunder Bay Regional Health Sciences Centre, and supported by the Regional Surgical Service Executive Committee, the region transitioned surgical services to an electronic OR booking system across four hospital sites.
This shift improved operational efficiency and established Northwestern Ontario (NWO) as a provincial leader in centralized intake. The move from paper-based systems to real-time digital workflows marked the start of a seven-year digital health transformation — from 2017 to 2025.
FSET’s Parentship in Central Waitlist Management
FSET has proudly partnered with the Surgical Program Lead to advance central waitlist management in Northwestern Ontario. Through dedicated project management, FSET helped drive this initiative forward — demonstrating the power of leadership, collaboration, and technology to improve patient access and streamline services.
Leadership for Regional Transformation
Project teams led the design and execution of the Central Waitlist Management Project, aligning efforts with:
- Northwestern Ontario Health’s Digital Health Strategic Roadmap
- Ontario Health’s Patients Before Paperwork (PB4P) initiative
- Your Health provincial priorities
- The needs of Ontario Health Teams (OHTs)
Built on years of mature digital governance and regional collaboration, every initiative stayed grounded in a shared vision and provincial priorities throughout development. This foundation has positioned Northwestern Ontario as a recognized leader in central intake processes.
Building a Connected System
Working closely with regional partners, the team co-designed centralized intake care pathways to streamline access to a wide range of clinical services. Building on the electronic OR booking system, the project expanded to cover:
- Surgical and diagnostic imaging pathways
- CT and MRI services
- Ophthalmology and gynecology referrals
The integration of Novari’s health technology enabled real-time waitlist tracking, eReferrals, and opt-in SMS/email notifications — bringing greater transparency and convenience for both patients and providers.
Driving Operational Efficiencies Across the Region
The digital transformation has enabled smarter coordination of regional resources across five hospitals. By balancing surgical and imaging volumes based on patient choice and geography, the region has meaningfully reduced wait times and improved efficiency.
Since 2018, care pathways have been developed for:
- Orthopedics and spine
- Urology and endoscopy
- Wound care, ENT, and gynecology
Each expansion builds on the digital infrastructure established in earlier phases — reducing pressure on emergency departments and improving access to community-based care.
A First-of-Its-Kind Achievement in Ontario
The result of this transformation is Northwestern Ontario’s first regional central intake process for diagnostic imaging referrals in Ontario. This single-entry model delivers:
- Improved wait times and equitable access to specialized tests
- Load balancing across the region
- Care close to home, guided by patient preferences
- Data-driven programming and optimal resource allocation
The supporting technology is cloud-hosted, paperless, and accessible from any location — enabling real-time workflows and protocolling. This patient-centred design ensures people receive the right care, at the right place, at the right time.
Inclusive Engagement and Change Management
Leaders and front-line staff across the region worked closely with project teams, Indigenous health leaders, and community-based care representatives to ensure all perspectives were included. The Regional Surgical Service Executive Committee provided ongoing support that was key to maintaining momentum.
Personalized change management strategies guided both clinical and administrative teams through system adoption — drawing on lessons learned from the original OR booking system implementation.
Shaping the Future of Healthcare in Ontario
What began as a digital approach to surgical booking has grown into a comprehensive central waitlist management system — one that now serves as a model for other regions across Ontario.
FSET’s role in this transformation reflects the value of sustained digital innovation, deep regional knowledge, and strong public-private partnerships. Through strategic governance and a commitment to continuous improvement, Northwestern Ontario is helping build a more equitable, connected, and sustainable healthcare future.
From the 2017 electronic OR booking system to today’s central intake model, this journey proves that long-term digital health transformation delivers real results — for patients, providers, and the broader health system.
