Digital Front Door to Rapid Access Addictions Medicine in Canada

Share this initiative

Key Details

Organisation Name

Health Sciences North

Location

Health Sciences North 127 Cedar Street Sudbury, ON
Canada

eMHIC Member Status

Community Member

At a Glance

Description

The Digital Front Door to Rapid Access Addictions Medicine (RAAM) is a virtual platform that allows clients to virtually “walk-in” to a RAAM clinic for immediate access to evidence-based substance use care.

Implementation Status

Routine service delivery

The DFD to RAAM currently operates out of 21 clinics across Ontario providing services throughout the province by 8 organizations. There are other jurisdictions in Canada also implementing this solution.

Target Population

Client with Substance use health concerns

Individuals 16+ looking for support for substance use concerns (alcohol, opioid, stimulant, cannabis, benzodiazepine, other)

Clients with Co-Occurring Mental Health needs

Individuals with substance use health needs that also have co-occurring mental health needs

Impact & Outcomes

2024/25 and 2025/26 fiscal year
The DFD to RAAM has had over 110,241 virtual visits since launching. Clients are triaged within 90 seconds and see their first clinician within 15 minutes on average. 11% of clients seen were located in rural and remote communities. 96% of clients were satisfied or very satisfied with their care.
Access
Visits, patients served, length of engagement
Wait times
Time to triage, time to seeing first clinician
Reach
Percent of population served in rural and remote areas
Experience
Client and clinician satisfaction rate
Access
Visits, patients served, length of engagement
Wait times
Time to triage, time to seeing first clinician
Reach
Percent of population served in rural and remote areas
Experience
Client and clinician satisfaction rate
Given me the experience of feeling understood and hopeful

Client Feedback 1

Exactly what I needed to keep me motivated

Client Feedback 2

I wish more health care services were set up this way.

Client Feedback 3

I was shocked at how quick and easy it was to access this service on-line.

Client Feedback 4

I like the fact that I can receive the services from home.

Client Feedback 5

Such an important program to have in the community

Client Feedback 6

Related Articles
Knowledge Bank images-2025 (21)
China Global Dialogue Forum: Digital innovation driving mental health transformation

Interconnected Magazine

Now accepting submissions of interest for the upcoming issue.

Interconnected is the world’s only digital mental health magazine.

Want to be featured?

Email [email protected]

Initiative Overview

The Current Gap

Canada continues to face a substance use health crisis with high rates of morbidity, mortality, emergency department visits and hospitalizations. In Ontario, rural, remote and northern communities are disproportionately affected by the negative impacts of the substance use health crisis, yet continue to have access to fewer services. Vast geographical distances, lack of transportation options and low numbers of health human resources have led to decreased equitable access to evidence-based substance use treatment across the province.

Our Solution

A collaborative of publicly funded Rapid Access Addictions Medicine (RAAM) Clinics came together to co-create the Digital Front Door (DFD), allowing clients to virtually “walk-in” to a RAAM clinic for immediate access to care wherever they need it.

The DFD was designed to overcome barriers for rural/remote areas, and intentionally increase services to rural and Northern communities underserviced by in-person RAAM clinics. Our partnership model [including people with lived and living expertise (PWLLE)] was crucial to the launch and growth of the program, now operating in 21 clinics across Ontario.

Key Features

1

Virtual walk-in

Provides virtual, web-based access to a RAAM clinic without the need to download anything or schedule an appointment

2

Interprofessional team access

Access to all clinical providers present in a RAAM clinic including medical providers, counselling and navigation staff

3

Patient care status

Built-in tracking, prioritization and organization for clients who present in person, online or by phone.

4

Key performance indicators

Built in data collection and reporting on key performance indicators including visits, wait times and client satisfaction.

5

Caregiver involvement

Provides the ability to include family and care providers involved in the clients' care within the platform

6

Integrated care pathways

Connects services to RAAM, ranging from community agencies, emergency departments, inpatient hospital units, withdrawal management services, shelters and more

Collaboration in Action

Main Collaborators

Addictions Services Central Ontario
Centre for Addiction and Mental Health Toronto
Grand River Community Health Centre
Lakeridge Health
Royal Ottawa Health Care Group
Stonehenge Therapeutic Community
Women’s College Hospital

Join Our Global Community

Three ways to get involved:

Choose the level that fits.

Key Learnings

• Human health resource challenges,
• Internet Connectivity Challenges especially in remote and rural regions,
• Sustainable funding aligned with increased service usage and growth
Co-design and partnership with wide representation of organizations, frontline staff and clinical users and people with lived and living experience is essential to drive innovation, ensure it meets the needs of those using the platform and evaluate its success.

Organizational support for change is essential in ensuring teams can learn the technology, suggest changes to ensure it meets their needs and to ensure clients receive the best experience

Integrating the digital health solution into the broader system is key to ensuring clients have the appropriate support.

Clear performance indicators and partnerships and pathways are critical to success.
Co-design and partnership was essential in the development of this program. The DFD was designed with collaborative organizations, staff and people with lived and living experience. It led to innovations and transformation in our services, ensured it met the needs of clients and clinicians, was essential in evaluating success and ensuring client needs were met.

Looking Ahead

We will be shortly launching accessraam One Front Door. A single point of access website that seamlessly links individuals to the closest available RAAM DFD to wherever they are.
Access RAAM One Front Door will provide anyone across Ontario access to evidence based treatment for substance use care. Once this launches we will be able to provide full provincial coverage to individuals with internet access and will be able to support clients for their immediate needs and link them to services closer to home.
eMHIC Directory_Key Contacts (3)

Key Contact

Michael Roach
Clinical Manager, Regional Outpatient Addictions
Health Sciences North
female_icon.png

Key Contact

Dr Kim Corace
Chief Science & Innovation Officer
Canadian Centre on Substance Use and Addiction

PROMOTION

Directory Banner Placements (9)