Northern Health triage initiative aims to increase rural virtual clinic access amid surging demand

PEACE RIIVER, B.C. — Northern Health says it is refocusing its virtual clinic to prioritize those living without a primary care provider in rural or remote areas, especially for people with chronic and complex health needs. 

Starting on Wednesday, April 23rd, patients who call the virtual clinic and have a primary care provider – defined as a “family doctor or nurse practitioner” – will be triaged and directed to more appropriate resources.

This starts with their own healthcare provider, a virtual clinic nurse or other healthcare provider, followed by local pharmacies and walk-in, virtual or urgent primary care clinics.

The aim of this change is to improve access and reduce wait times for patients without primary healthcare providers.

Northern Health told Energeticcity.ca this comes after year-over-year increases in demand for services from its virtual clinic.

“In 2021, the virtual clinic provided approximately 9,000 primary care appointments,” the health authority said.

“In 2024, the virtual clinic provided close to 22,000 primary care appointments. In 2024, approximately 30 per cent of people calling the Northern Health Virtual Clinic for primary care support had a regular primary care provider.”

It said these changes don’t apply to those accessing mental health and substance use services through the virtual clinic, patients who are being supported by virtual clinic nurses or to those who contact the virtual clinic seeking support or referrals in order to terminate a pregnancy.

Northern Health added the virtual clinic will continue to support smaller rural clinics who may not have access to specialized healthcare services.

This change comes after the health authority began booking appointments no further than 10 days in advance in February 2025.

“Patients who cannot be seen within 10 days will be placed on a waitlist and called back when an appointment is available,” Northern Health said.

“This measure is being taken to reduce the number of missed or cancelled appointments.”

The Northern Health Virtual Clinic is open seven days a week from 10 a.m. to 10 p.m. and can be reached at 1-844-645-7811. To learn more, visit the clinic’s website.