AboutFraser Health’s Digital Front Door acts a primary point of entrance – or front door – to health care, where patients can access services that cover the whole range of health care needs. This service allows users to ask for a callback from an Urgent and Primary Care Centre nurse. ImpactThe Digital Front Door initiative is fundamentally reshaping the way health care is accessed and delivered. By integrating advanced health analytics, it empowers patients with proactive, personalized care recommendations, ensuring they receive the right service at the right time. This shift from reactive to proactive care management not only improves health outcomes but also enhances operational efficiency by streamlining administrative processes and reducing unnecessary visits to urgent care or emergency departments. The platform’s ability to integrate with key functions—such as appointment scheduling, real-time feedback, and emergency department wait times— ensures a smooth, interconnected patient experience. Lessons learnedA key lesson from the Digital Front Door initiative has been the need to integrate it within the broader health care innovation ecosystem, rather than treating it as a standalone tool. Initially designed to guide patients to services, it now connects with critical functions like self-booking appointments, receiving reminders, viewing Emergency Department wait times, accessing resources, capturing real-time feedback, and providing AI-powered chatbot support. This interconnected approach ensures seamless care and a more cohesive patient experience. To fully capitalize on its potential, focus on progress over perfection—prioritizing iterative improvements, targeting high-impact pathways, and scaling gradually. Enhancing multi-lingual features and addressing cultural barriers are essential to ensure accessibility for diverse demographics. By adopting an agile, inclusive approach, the Digital Front Door can enhance patient engagement and deliver lasting value across the care continuum.CASE STUDY 12 Fraser Health: Opening the Gateway to a New Era in Health Care through Predictive and Prescriptive Health Analytics Lessons Learned Case Studies 9

EDISON Lesson Learned Case Study Annex 2025