in Frontenac, Lennox and Addington

February 13, 2025.

Health care is evolving, and so are the ways people access it. Online appointment booking (OAB) is transforming how people connect with care, offering greater convenience and efficiency. To gain a deeper understanding of this innovation, we spoke with Ali Somers, Digital Health Lead for the Frontenac, Lennox, and Addington Ontario Health Team (FLA OHT), about the benefits, challenges, and growing adoption of OAB.

Online Appointment Booking at a glance

Online appointment booking is a digital tool that allows people to schedule medical appointments through an online platform, eliminating the need to call or visit a clinic in person to book. This system enables users to view available appointment time slots, select appointments that fit their schedules, receive automated reminders, and complete paperwork online before appointments.

By enhancing convenience and accessibility, online appointment booking is reducing barriers to accessing primary care across region. “For those with internet access and basic digital literacy, it provides the convenience of booking appointments online at their convenience as opposed to trying to call during clinic hours and wait on hold,” explains Ali. Providing this option for a large portion of the population means that those without the ability to go online are able to call and speak to the clinic without experiencing long wait times.

Increasing adoption: From 1 to 100+

Online appointment booking has seen remarkable growth across our region since its early days. “In 2022, we started with just one clinic participating in the  program,” says Ali. “Many providers were cautious initially, largely due to past challenges with technology or concerns about whether the system would suit their needs.” However, targeted education and hands-on support through the FLA OHT helped build trust and confidence in the system among hesitant providers. By 2023, the adoption of online appointment booking had grown to include 33 providers across five clinics.

Today, that number has more than tripled. “As of the 2024-25 fiscal year, we have 103 providers set up across nine clinics in our region,” explains Ali. “We’re also seeing similar adoption trends in other Ontario Health Teams (OHTs) throughout the East region. It’s exciting to see this transformation.”

For providers initially reluctant to embrace the program, hearing success stories from their peers has been transformative. “The feedback from clinics already using online appointment booking has been really motivating,” says Ali. “The program is saving their administrative staff countless hours on the phone, freeing up lines for people with more complex needs, and improving overall efficiency.”

The ability to send appointment reminders and pre-appointment forms has also proven invaluable. “These features streamline workflows and administrative tasks and enhance the overall experience for community members,” she explains. 

Public response to online appointment booking

The response from people in our region has been very positive. Satisfaction surveys conducted across primary care clinics show that roughly 85 per cent of people are satisfied with the system. “People report the system is easy to use, provides a better experience for appointment booking than calling, and that they would recommend it to others,” shares Ali. 

The survey also identified areas for improvement with the system, including increasing the number of appointment types available and reducing wait times for appointments. The FLA OHT continues to work with its primary care partners to address these concerns and recently brought on a dedicated change management resource to help primary care providers work through the more complicated aspects, including managing complex appointment types.

A ‘game-changer’ at Kingston Community Health Centres

Kingston Community Health Centres (KCHC) has seen firsthand the impact of online appointment booking. Meghan O’Leary, Director of Clinical Services, highlights how KCHC has leveraged this tool across multiple access clinics. “The use of online appointment booking at Kingston Community Health Centres for our various access clinics for people without a primary care provider, such as sexual health/IUD clinics, Midtown Kingston Health Home access clinic, and the Well Baby Care Clinic has been a game changer,” shares Meghan.

“As we intentionally focused on leveraging tools for digital efficiencies, online appointment booking quickly proved effective at streamlining the intake paperwork process and appointment booking workflow and reduced pressure on our limited medical secretary staffing. Clients appreciate the simplified approach and convenience of filling in paperwork online and booking their own appointment time, based on provider schedule availability. The quick uptake and positive feedback from the community who book access to care through our online booking links has reinforced the value of this digital enhancement to our workflow.”

Looking ahead

The FLA OHT is committed to expanding online appointment booking adoption across all primary care clinics and Health Homes in the region to further enhance access and people’s experience with appointment booking. “Sustainability funding is our priority as we recognize that the ongoing cost of licenses can be prohibitive for many clinics,” Ali underscores. “The FLA OHT continues to work with Ontario Health to advocate for provincial solutions that are more cost-effective for our partners and ensure a consistent experience for people and providers.”