Transforming Low Back Pain Care Across Ontario

Low back pain (LBP) is the leading cause of disability worldwide and a major burden on healthcare systems. In Ontario, prolonged wait times for spine specialists and fragmented care pathways often resulted in inefficiencies, unnecessary imaging, and suboptimal outcomes. To address these challenges, the Ontario Ministry of Health launched the Rapid Access Clinics for Low Back Pain (RAC-LBP) program in 2018, supported by Arthur Health’s CareNexus Platform.

The Challenge

Before RAC-LBP, patients faced:

• Long Wait Times: Delays in accessing appropriate care increased the risk of chronic pain.
• Fragmented Care: Multiple providers operated in silos, leading to inconsistent treatment plans.
• Administrative Burden: Manual referral and scheduling processes slowed patient flow.
• Limited Data Insights: Siloed information hindered performance monitoring and quality improvement.

What We Did

Arthur Health partnered with RAC-LBP to deploy CareNexus Rapid Access, a tailored digital solution that:

• Streamlined Referrals: Automated intake and triage ensured patients were directed to the right provider quickly.
• Optimized Scheduling: Coordinated appointments reduced wait times to an average of four weeks.
• Enabled Connected Care: Integrated hub-and-spoke model linked Advanced Practice Providers (APPs), primary care, and specialists.
• Enhanced Patient Engagement: Provided education and self-management tools via a secure portal.
• Delivered Data-Driven Insights: Real-time analytics supported continuous improvement across 16 regional hubs.

‍The Outcome

• Scale and Reach: Over 130,000 patients assessed since launch; 2,500 referrals processed monthly.
• Improved Access: Wait times reduced to approximately four weeks for initial assessment.
• Standardized Care: Evidence-based protocols implemented across all clinics.
• Virtual Care Resilience: Pivoted to telehealth during COVID-19 without service disruption.
• System Impact: Reduced unnecessary imaging and specialist referrals, improving efficiency and patient satisfaction.

Key Metrics

• Average Wait Time Reduction: From 6–12 months to 4 weeks for initial assessment.
• Referral Efficiency: >90% of referrals triaged within 48 hours.
• Virtual Care Adoption: 70% of assessments delivered via telehealth during COVID-19.
• Provider Network: 16 regional hubs, 150+ Advanced Practice Providers (APPs). 10,500+ Primary Care Providers registered
• Patient Satisfaction: 92% positive feedback on care experience.
• Cost Savings: Estimated $3M+ annual savings from reduced unnecessary imaging and specialist visits.
• Data Insights: Real-time dashboards tracking KPIs across all hubs.

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"The RAC-LBP program exemplifies how technology and clinical innovation can transform care delivery. By orchestrating a fragmented system into a coordinated network, we’ve enabled timely, high-value care for thousands of Ontarians. This is the way high-value musculoskeletal care should be delivered."
Christian Veillette, CTO, Arthur Health

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