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Primary Care Access Improvement

Primary Care Access Improvement (PCAI) supports team-based primary care organizations to improve access to care using the Advanced Access model, so that patients receive timely, appropriate care while maintaining continuity with their care team.

An illustration of three individuals: a masked healthcare provider holding a tablet standing in a doorway facing two individuals, one of whom has their hand on the other's arm and the other individual has their hand on their own chest signifying gratitude.
Topics
  • Primary and community care
Audience

  • Community organization

  • Point of care provider

  • Quality or safety improvement lead

How the program works

Over 18 months, participating teams apply the five pillars of Advanced Access to balance appointment availability with patient demand. The aim is to drive sustainable change that results in better access for patients, achieved in ways that also strengthen provider and team well-being.

Teams in cohort 1 (September 2025 – February 2027) and cohort 2 (January 2027 – July 2028) are supported with up to $15,000 in seed funding, expert coaching, evidence-informed tools for implementing and measuring change, and a network of peers working toward the same goal.

HEC is helping transform how care is accessed in Canada through programs like PCAI, which is part of Care Forward - a growing movement to improve access to care by connecting and scaling what works across the country.

A proven model for clinics

The Advanced Access model is built around five pillars that can help improve access to care and optimize the roles of all healthcare professionals within a clinic. Clinics that have implemented this proven solution have reported:

Wait times reduced by an average of seven days within six months.

More appointments available within 48 hours.

Better provider experience and higher job satisfaction.

Reduced workloads and fewer administrative tasks.

What we're learning

Early improvements already point to meaningful changes in how patients and providers experience care. Teams are reporting gains in patient care, team satisfaction and clinic efficiency.

The experience of teams like Cowichan Collaborative Health shows the value of this work firsthand.

  • "The model has improved access to care. It has also reduced distress for our front desk and nursing staff, as they now have a tool to refer to when addressing the issues and challenges that patients bring at their first point of contact. The program has been energizing to the entire team, leading to a sense of accomplishment, gratification, and the power of strong teamwork."

    Mark SandersPhysician

  • "We have found that this model has improved care outcomes. Reducing complexity means fewer crises, fewer missed opportunities, and more meaningful care, which makes our work more sustainable. PCAI has given us the tools to redesign care in ways that work for the people we provide care to."

    Kirsten NelsonNurse

    Meet the teams

    Teams across Canada are applying Advanced Access in their own communities. The following list features cohort 1 teams, with cohort 2 information to be added once available.

    A coach shares what's working in primary care

    Coach Isabelle Gaboury on what changes when a clinic applies Advanced Access and what helps teams to sustain progress.

    Read the blog

    Moving Care Forward

    Care Forward, a pan-Canadian movement bringing people together to share knowledge and apply proven approaches to improve healthcare quality and safety for more people across Canada.

    Today, nearly hundreds of health and social care teams are working together through Care Forward to improve access to safe, connected, high-quality care closer to home and community.

    Learn more

    The Five Central Pillars of Contemporary Advanced Access

    Discover how contemporary Advanced Access helps primary care teams improve access, reduce wait times, and deliver timely, patient-centred care using five pillars.

    Learn more about the resource

    Explore other Care Forward programs

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