Authored by Andrea Tait, Global Senior Vice President, Patient Empowerment and Equity 

Access to timely, equitable, and effective care is a fundamental right, and my work has been dedicated to making this vision a reality. As the Senior Vice President of Patient Empowerment and Equity at Orion Health, I’ve witnessed firsthand the transformative power of technology in reshaping healthcare delivery.  

As discussed in my last article, I’ve had the privilege of working on two digital front door (DFD) initiatives in Canada that demonstrate this potential. Ontario’s Health811 integrates tools into a single omni-channel solution for triage and trusted health advice. Newfoundland’s MyHealthNL provides citizens access to complete health data and is expanding to include cancer screening and digital correspondence. Both projects have achieved remarkable results— Health811 is redirecting about 80% of its users away from traditional emergency departments to alternate care settings and MyHealthNL reached 70% user satisfaction within months of being live.  

Here, I’ll explore five of the lessons I’ve learnt from these initiatives and share practical steps to help you implement your own digital front door.  

1. Equity and access must be built into the solution by design  

Equity isn’t a feature you can add later; it must be a foundational principle. From the outset, our approach included working closely with patient advisory groups, particularly those representing underserved populations such as remote and rural communities, First Nations, refugees, and new immigrants.  

These groups were instrumental in helping us understand the unique needs of a diverse range of users. As we continue fulfilling the roadmap for the platform with new releases, we continue conducting rigorous testing to identify and address barriers to usability. This consistent feedback loop has been invaluable in making the platform as inclusive and effective as possible.  

For example, as users become more familiar with the platform, their needs evolve—they may want faster navigation or more intuitive search functions. Maintaining an adaptive mindset and regularly testing with diverse communities ensures the solution remains relevant and accessible over time.  

2. Leverage existing learnings and technology through partnerships  

Partnerships are at the heart of successful digital front door implementations. We’ve worked hand-in-hand with our health system clients to localize global best practices and adapt them to their unique needs. In Canada, where remote and rural populations face significant challenges in accessing care, we prioritized tools that specifically address these gaps.   

Our platform has health integration at its core, which enables us to connect existing tools and solutions already in use and bring in new tools from different technology partners to achieve the desired outcome. This also helps when thinking about the longer-term vision, whereby clinical and health teams are integrated into the experience so that, ultimately, everyone can see the same thing and make decisions on the next steps with an up-to-date view of assessments or conditions.   

Collaboration also goes beyond technology. By participating directly in our Canadian partners’ governance structures, we help them assess priorities, timelines, and budgets to maximize value for their citizens. This collaborative approach ensures that the solutions we implement are both practical and impactful.  

3. Take a strategic approach to building an ecosystem of tools  

Successful digital front doors don’t just provide a single solution—they create an ecosystem that supports citizens throughout their healthcare journeys. While the starting point for Ontario and Newfoundland was different, each took a strategic approach tailored to their unique priorities.  

With Ontario, we started with a core platform and integrated existing tools to create a unified access point for citizens. This approach allowed them to quickly give their remote and rural citizens easier access to care, and it quickly helped to divert unnecessary ED presentations by making it easier for low-acuity care, like prescription renewals or pink eye treatment, for example, to be managed more efficiently.   

With Newfoundland, they began by providing access to health data and are now integrating cancer screening programmes. Connecting these tools through a single front end makes it easier for citizens to find and access the support they need, often uncovering resources they didn’t know were available.  

4. Integrate patients and their care teams wherever possible to maintain continuity of care. 

Health systems worldwide are grappling with a scarcity of healthcare human resources and fundamental challenges with access to care for their citizens.   Digital front doors can play a pivotal role in optimizing resource allocation by matching patients to the right level of care.  

Using the same example of pink eye from above, pharmacists rather than doctors can often manage these low-acuity cases. Our platform can incorporate e-triage capabilities that direct patients to the appropriate provider—whether that’s a pharmacist, virtual consultation, or in-person care—based on the urgency and complexity of their needs.  The platform then records the interaction and notifies members of the patient’s care team according to clinician designed rules.  

This approach improves the patient experience by reducing wait times and frees up clinicians to focus on higher acuity cases while maintaining continuity of care. To maintain sustainable, responsive health systems, we need to make appropriate and cost-effective access to care a priority.  

5. Be agile: start where you can make the most impact  

One of the most common misconceptions about digital front doors is that you must define every potential pathway and priority at the beginning of the journey. In reality, agility is key. Start with a flexible platform that can integrate with existing tools, then prioritize delivering immediate value. Where can you start, and what can you do quickly that will make the most impact?   

For example, our Canadian clients began with clearly defined priorities—one focused on triage and the other on data access—and then expanded their platforms over time based on feedback and evolving needs. Regular engagement with patient advisory groups ensures the solutions continue to adapt to what citizens value most.  

By focusing on delivering quick wins and maintaining a continuous improvement mindset, you can build momentum and drive adoption more effectively than by trying to tackle everything at once.  

Final thoughts  

Remember, it’s not just about technology—it’s about rethinking how we deliver care in a way that empowers patients, supports clinicians and promotes access to care. Health systems can create solutions that truly transform healthcare delivery by prioritizing equity, leveraging partnerships, building ecosystems, optimizing resource allocation, and staying agile.  

As I reflect on the journey so far, I’m inspired by the impact these solutions are having on individuals and communities. The lessons we’ve learned in Canada are relevant not just here—they offer a roadmap for health systems around the world seeking to improve access, equity, and outcomes through digital transformation.  

If you’re considering embarking on your own digital front door journey, my number one piece of advice is to just start, then adapt, and continue working towards creating a future where healthcare is accessible, equitable, and patient-first. 


Did you miss Andrea’s first article on the different approaches of Ontario’s Health 811 and Newfoundland’s MyHealthNL? Catch up here –

Two approaches, one goal: transforming access to care with a digital front door