Central Intake Pioneers in 2017
Northwestern Ontario’s journey toward digital health transformation began in 2017 with an initiative that would reshape healthcare delivery across the region. Lead by the Director of Regional Services at Thunder Bay Regional Health Sciences Centre and supported by the Regional Surgical Service Executive Committee, the region on this project to transition surgical services to an electronic OR booking system for all surgeons across four surgical hospital sites.
This effort improved operational efficiencies and established Northwestern Ontario (NWO) as a provincial leader in centralized intake processes. The transition from traditional paper-based systems to real time digital workflows started the beginning 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. Following the successful partnership, FSET provided project management to drive this initiative forward. These projects highlight the power of leadership, collaboration, and innovative technology in improving patient access and streamlining services.
Leadership for Regional Transformation
The 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, and Your Health, while supporting the needs of Ontario Health Teams (OHTs). With mature digital and project governance in NWO developed over years of experience, and in collaboration with Northwestern Ontario stakeholders, the initiatives remained based in the vision and provincial priorities throughout their development.
The region’s work since 2017 has positioned Northwestern Ontario as a leader in central intake processes, providing a strong foundation for continued innovation and expansion.
Building a Connected System
In close collaboration with regional partners, centralized intake care pathways were co-designed and established to streamline access to a wide range of clinical services. Building on the successful implementation of the electronic OR booking system, the project expanded to include surgical and diagnostic imaging pathways, such as CT, MRI, ophthalmology, and gynecology.
The integration of Novari’s health technology allowsedfor real-time waitlist tracking, eReferrals, and opt-in SMS/email notifications, which allowed for transparency and convenience for patients and providers. This technological infrastructure represents the culmination of years of digital health transformation.
Driving Operational Efficiencies Across the Region
The digital transformation that began with surgical services has enabled sophisticated coordination of regional resource allocation across five hospitals. Wait times have been reduced and efficiency improved through careful balancing of volumes for surgical and imaging services based on patient choice and geography.
Since 2018, care pathways have been developed for orthopedics, spine, urology, endoscopy, wound care, ENT, and gynecology, helping to alleviate emergency department pressures and improve access to community-based care. Each expansion has been built upon the successful digital infrastructure and processes established in previous years’ initiatives.
A First-of-Its-Kind Achievement
The result of this digital health transformation is the establishment of Northwestern Ontario’s first regional central intake process for diagnostic imaging referrals in Ontario. This single-entry model marks a significant breakthrough for healthcare in the region, supporting improved wait times, equity in access to specialized tests, load balancing, care close to home, data-driven programming, regionally integrated care, and optimal resource allocation.
The supporting technology allows a paperless real-time workflow with real-time protocolling that is cloud-hosted and accessible from any location. This patient-centric design ensures patients have timely, equitable access to specialty services, receiving the right care at the right place and at the right time, while taking patient preferences into account and driving health system efficiencies.
Inclusive Engagement and Change Management
Leaders and front-line staff across the region have worked closely with project teams, Indigenous health leaders, and community-based care representatives to ensure all perspectives were considered. The Regional Surgical Service Executive Committee’s ongoing support has been influential in maintaining momentum and stakeholder engagement.
Personalized change management strategies were implemented to guide both clinical and administrative teams through system adoption and improvement that were built on lessons learned from the original implementation of the electronic OR booking system.
Shaping the Future of Healthcare in Ontario
The digital health transformation initiative showcases Northwestern Ontario’s commitment to building more innovative, more accessible, and patient-focused healthcare systems. What began as digital approach to surgical booking has grown into a broad central waitlist management system that serves as a model for other regions.
FSET’s contributions to this transformation demonstrate the power of sustained digital innovation combined with deep regional knowledge and private/public partnerships. Through strategic governance, collaboration, and a commitment to continuous improvement, Northwestern Ontario is helping shape a sustainable, more equitable and connected future for healthcare within Ontario.
The region’s success story, from the groundbreaking 2017 electronic OR booking system to today’s central intake model, proves that sustained digital health transformation can deliver real improvements in patient care, operational efficiency, and system integration. As this work continues to evolve, Northwestern Ontario remains a leader in digital health innovation, setting the standard for patient-centred care delivery across the province.
