Newfoundland and Labrador (NL) Health Services has launched a new provincial central intake system for cataract and hip and knee replacement surgeries which will help improve access for people waiting for these procedures.

Developed with strategic innovation partner, Mobia Health Innovations, NL Health Services is introducing a new digital central intake process that allows primary-care providers to refer patients to a single waitlist and be triaged and matched to the next available surgeon in their zone, instead of remaining on individual surgeons’ waitlists. This clinically proven model makes it easier for patients to access the care they need and helps the health-care system use surgical resources more efficiently.

“We’re always striving to find innovative ways to improve access for patients and to enhance the quality of our services,” said Cassie Chisholm, vice president of Transformation – Provincial Hospital Systems, NL Health Services. “Central intake allows us to prioritize patients based on urgency and match them with the next available surgeon. Not only does it help us make sure that those who need care most are seen first, this new digitized solution gives us visibility on important factors such as where referrals are coming from, how many people are waiting, and for how long. We are proud to be leading the country in implementing this best practice in Newfoundland and Labrador.”

NL Health Services introduced central intake for ophthalmology in February 2025 and for orthopedics in May 2025. Cataract and joint replacement surgeries have some of the longest wait times in the country. Centralized intake models have been shown to substantially reduce wait times and are a recommended solution to improve access.

“As a surgeon, an effective central intake process is a tool that is as important to me as my surgical instruments,” said Dr. Will Moores, orthopedic surgeon and medical lead for NL Health Services’ provincial surgery network. “This is how to gain control over long wait lists – I look forward to seeing the central intake model in many other parts of the health-care system where people are waiting for care.”

NL Health Services’ central intake is powered by ACCESS NAVIGATOR, a digital platform co-developed with Mobia Health Innovations, an Atlantic Canadian technology partner. ACCESS NAVIGATOR logs referrals, applies clinical decision-making logic, and dynamically directs referrals to the most appropriate provider with the earliest availability.

“This work is about supporting clinicians with the tools they need to deliver care more efficiently,” said Nevin Pick, president of Mobia Health Innovations. “We’ve been honoured to co-create this platform with NL Health Services, using real-time data to help clinicians make timely, equitable decisions for patients.”

Collaborating with industry partners and subject matter experts to support innovation is an important part of NL Health Services’ Innovation Strategy which aims to:

• improve health-care services through the application of innovative solutions;
• maximize health systems efficiencies and minimize associated costs by leveraging the innovation ecosystem to build partnerships and generate revenue; and,
• generate economic development in the province and increase employment.

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