Renfrew County’s VTAC marks five years of health-care innovation

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RENFREW — A health-care initiative developed in Renfrew County in response to the COVID-19 pandemic has reached its fifth anniversary, continuing to provide essential services to residents without access to primary care.

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The Renfrew County Virtual Triage and Assessment Centre (RC VTAC) was launched on March 27, 2020, as a collaboration between family doctors, the County of Renfrew Paramedic Service, primary-care teams, local hospitals, and the Renfrew County and District Health Unit. The initiative was established to alleviate pressure on emergency departments while ensuring residents without a family physician, or those unable to reach their doctor, could receive appropriate medical care.

To commemorate the milestone, Deputy Premier and Minister of Health Sylvia Jones visited Renfrew on March 27, touring the Clinical Assessment Centre and Paramedic Base. She was joined by new Renfrew-Nipissing-Pembroke MPP Billy Denault, local officials, RC VTAC staff, and other guests for a formal ceremony at Renfrew County Place.

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During the event, Jones presented Renfrew County Warden Peter Emon with a certificate of achievement to recognize the anniversary. Additionally, Paramedic Chief Michael Nolan was acknowledged for his response to a February plane crash at Toronto Pearson Airport and presented the minister with a helmet and epaulettes, naming her an Honourary Paramedic Chief.

“On behalf of Premier Ford and our entire government, I want to congratulate the world-class team at the Renfrew County Virtual Triage and Assessment Centre on a successful five years,” said Jones. “The innovative model of RC VTAC and the services you provide are a critical piece of our government’s work to connect more people to the care they need, when they need it, close to home.”

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Denault was excited to welcome Jones to the riding to celebrate the innovative and local asset of RC VTAC.

“RC VTAC’s five years of service to our community marks a milestone that is befitting of an asset so important to provide care to those who need it. It is a testament to our government’s commitment to provide access to quality care that we have achieved this together in partnership with the County of Renfrew and the Province of Ontario,” Denault said.

RC VTAC continues to expand to meet the needs of the community, as approximately 30,000 residents in Renfrew County remain without a family doctor. In 2024 alone, the service received nearly 74,000 calls and helps divert around 1,000 emergency room visits each month. Physicians and paramedics assess and manage health concerns through phone and video appointments, in-home assessments, diagnostic testing, and referrals to additional services such as mental health support. Patients can also be directed to in-person Clinical Assessment Centres in Pembroke, Renfrew, Arnprior, Petawawa, and Eganville, where paramedics and physicians collaborate on diagnoses. Efforts to expand clinic locations are ongoing.

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“RC VTAC continues to play a crucial role in providing accessible health-care services to residents across Renfrew County. RC VTAC helps bridge the gap in health-care access, ensuring that residents receive timely medical advice and support without needing to travel long distances,” said Emon. “Since its inception in March 2020, RC VTAC has emerged as a trusted and essential component of the local health-care system, ensuring that residents receive the care they need while alleviating pressure on traditional health-care facilities.”

An integral component of RC VTAC is Integrated Virtual Care (IVC), a hybrid model designed for patients without access to a family physician or Family Health Team. Led by the Petawawa Centennial Family Health Centre, IVC includes satellite locations at the West Champlain Family Health Team in Pembroke and the North Renfrew Family Health Team in Deep River. The program’s physicians mostly operate remotely while being supported by local interdisciplinary health-care professionals, including dietitians, social workers, pharmacists, respiratory therapists, midwives, registered practical nurses, and nurse practitioners. IVC patients receive both virtual and in-person care as needed. To date, nearly 7,000 patients have been connected with a named family physician, with more than 30,000 physician appointments recorded.

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RC VTAC secured permanent funding in March 2023, with the Government of Ontario committing an annual $3.2 million investment through the Ministry of Health and Ontario Health. The program has received multiple accolades, including the Peter J. Marshall Innovation Award from the Association of Municipalities of Ontario in 2022, the Community Impact Award from the Upper Ottawa Valley Chamber of Commerce Business Excellence Awards Gala, and the Bright Lights Award from the Association of Family Health Teams of Ontario in 2023.

“RC VTAC enhances timely access to integrated health-care services for all residents, addressing any non-emergency medical concerns they may have. It has served tens of thousands of residents, leading to fewer 911 calls and emergency department visits, thereby preserving these critical resources for those experiencing life-threatening emergencies,” Paramedic Chief Mike Nolan said.

According to the County of Renfrew, patient feedback has indicated high satisfaction with RC VTAC services, with 86 per cent of respondents expressing satisfaction or high satisfaction. Virtual appointments received an 89 per cent approval rating, hybrid appointments 92 per cent, and in-person paramedic appointments 98 per cent.

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