The eReferral and Central Intake Playbook provides Ontario regions with a standardized framework to implement and scale eReferral and Central Intake (CI) models. It supports consistent, patient-centred intake processes that improve access, reduce wait times, and streamline referral pathways. This playbook guides Ontario Health regions and delivery partners (including hospitals, health care organizations, and community providers) in deploying eReferral and establishing Central Intake. It outlines the foundational standards, workflows, governance, and use of the referral management system (RMS) needed to support future digital integration.

Designed as a practical toolkit, it offers a structured approach to planning, readiness assessment, and implementation. While adaptable to local contexts, the framework aligns with provincial standards to ensure a seamless transition to integrated eReferral and Central Intake processes.

What’s Inside

eReferral and Central Intake Overview

• Purpose and role of the tools in improving patient care
• Key features that streamline referrals and communication
• How the tools enable coordinated, integrated care across providers and settings

Central Intake Hub Implementation Guidance

• Requirements for successful implementation
• Roles and responsibilities of partners
• Core processes and workflows for operating Central Intake hubs

Together, we are building a more connected, efficient, and equitable health system for all Ontarians.

Click here to read the eReferral and Central Intake Playbook.