Virtual Triage & Assessment Centre.

Project overview.

Melicaa Management Consulting supported the United Counties of Prescott and Russell in designing and implementing a regional Virtual Triage and Assessment Centre (VTAC). The initiative improves access to primary care, reduces pressure on emergency departments, and strengthens healthcare coordination across the region.

Melicaa provided project planning, governance development, clinical pathway design, Electronic Health Record (EHR) integration support, and operational readiness planning to help establish a sustainable virtual care model aligned with Ontario’s healthcare priorities.

Project highlights.

• Regional VTAC supporting Ontario’s primary care attachment objectives
• Service delivery across urban, rural, and underserved communities
• Integration with existing primary care clinics and healthcare partners
• Focus on non-physician provider models (paramedics, nurses and nurse practitioners)
• Emphasis on interoperability, privacy compliance, and operational readiness

Key outcomes.

• Established a scalable virtual care model aligned with Ontario’s healthcare priorities
• Improved access to care through coordinated triage and navigation services
• Strengthened continuity of care through integrated provider and system connections
• Enabled compliant and sustainable service delivery aligned with provincial frameworks
• Enhanced coordination across the regional healthcare system through structured governance

Melicaa’s role.

• Led project planning, governance framework development, and risk management
• Assessed and advised on billing models and financial sustainability strategies
• Developed clinical pathways
• Supported Electronic Health Record (EHR) integration, including TELUS PS Suite and future readiness for EPIC
• Ensured alignment with PHIPA and provincial virtual care regulations
• Designed clinical triage, assessment, and referral pathways
• Led team building, training, and operational readiness planning
• Supported pilot implementation, performance evaluation, and sustainability planning

The impact.

Melicaa supported UCPR in establishing a scalable VTAC model that advances Ontario’s primary care attachment mandate by improving access to virtual triage, connecting unattached residents to appropriate primary care resources, and strengthening coordination across the local healthcare system. The approach reduced implementation risk and positioned the program for long-term operational and financial sustainability.

Why it matters.

Attaching residents to primary care is a cornerstone of Ontario’s healthcare strategy. This engagement demonstrates Melicaa’s ability to deliver complex, policy-aligned healthcare initiatives that integrate clinical care models, digital infrastructure, funding considerations, and community engagement to achieve durable, system-level outcomes.