Nova Scotia surpasses two years and 200,000 electronic referrals with positive feedback from patients

More than 200,000 referrals and counting, Nova Scotia’s electronic referral tool is being called a game changer for physicians, healthcare teams and patients.

Two years after launching eReferrals, Nova Scotia Health and IWK Health are transforming how patients access care, making the process faster, clearer, and more connected. 

“This is a big milestone, but the positive impact on patients is what we’re most excited about,” said Robin Lake, acting director of the Nova Scotia eServices Program, created to oversee the ongoing use and expansion of the tool. 

“For the first time in Nova Scotia’s history, the use of eReferrals is providing Nova Scotia a centralized, digital record of referrals to help us work as a system to connect patients with the care they need. It also helps us prevent lost, misdirected or duplicate referrals, supports health service planning and allows us to keep patients and healthcare providers up to speed on the status of their referrals.” 

Dr. Ajantha Jayabarathan (Dr. AJ), a primary care provider who also sits as an eReferral clinical advisory member, compares Nova Scotia’s eReferral journey to building a cathedral — something big, lasting, and built together over time.

“eReferrals are a shining example of what is possible in Nova Scotia,” said Dr. AJ. “It has brought together care providers, product vendors, service users and an army of dedicated Nova Scotia Health and Department of Health and Wellness staff that have collectively applied their shoulders to the stuck wheel of the referral process.

“Like the people who built cathedrals long ago, often without knowing exactly how they'd turn out, we've started something that will take shape over time and continue to grow, even beyond our own involvement,” she said.

Patients who provide an email address with their referral automatically receive an email confirming their referral was sent. They also get an email if an expected wait time is added to their eReferral and when an appointment is booked. 

Last fall, Nova Scotia began surveying patients who provided an email address with their original eReferral. Of the patients who responded to the survey, 86 per cent reported that eReferrals improved their healthcare experience.

“As we expand the use of electronic referrals to support access to care, it is important we continue to learn from the experiences of patients and healthcare providers,” said Lake. 

A clinical advisory committee involving primary care providers and specialists also offers input into the electronic referral process, tools, and forms, which has led to many improvements that make for a more user-friendly experience.

Dr. Martina De Sousa is on the committee and has seen firsthand the direct benefits of the eReferral tool.

After completing her family medicine residency in Ontario, De Sousa moved back to Nova Scotia to start her family practice. 

“I quickly realized I didn’t know which specialists were best to refer to. I spent a lot of time trying to pick and choose to whom to refer my patients. And because I didn’t always hear back or might get a response weeks or sometimes months later saying they didn’t offer that service, I often had to resend referrals, which took up a lot of extra time. There was also the aspect of having to chase referrals once they were sent off into the ether,” she said.

“With eReferrals, I no longer have to spend time trying to figure out where to send referrals -- that is taken care of for me -- and I can easily check the status of my eReferrals, without having to reach someone. This has truly been a game changer for my practice and my patients.”

First launched for surgical referrals in April 2023, use of eReferrals has now expanded to include referrals for magnetic resonance imaging (MRIs), ultrasounds, bone mineral density testing and most recently, gastroenterology eReferrals. Planning continues to allow further expansion to other services and health care providers.