Ricoh Streamlines Referrals
Ricoh Canada Implements Referral Management Technology for Ontario Health's Central Intake Across Regions
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Ricoh Canada has signed an agreement to power Ontario Health's new Central Intake system across multiple regions, bringing digital referral management to a healthcare network still heavily dependent on fax machines. The deal covers the Toronto and West regions, with National Post reporting that the technology will route specialist referrals through centralized digital hubs rather than the current tangle of manual hand-offs.
The move is part of Ontario's broader "Patients Before Paperwork" push, which aims to free up an estimated 95,000 hours of physician time annually, according to the provincial government. Family doctors currently spend roughly 19 hours a week on administrative tasks, The Observer notes — a burden the OMA calls a primary driver of physician burnout.
How the Central Intake Hub Model Actually Works
Under the old system, a family doctor would fax a referral to one specific specialist and wait — often with no confirmation it arrived. The new Central Intake model replaces that with a single digital entry point. Referrals are received, triaged by clinical urgency, and routed to the provider with the shortest wait time, according to Pembroke Observer.
Ricoh's platform also adds automated data validation. That means a referral won't be rejected just because a form field was left blank. The rollout begins with high-volume procedures: MRI and CT scans, orthopedics, and cataract surgeries. A second stage will expand into mental health and addictions services.
Ontario's Fax Problem Is Bigger Than It Sounds
The stakes behind this deal are significant. Ontario's Information and Privacy Commissioner found that 63% of all unauthorized health data disclosures in the province were caused by misdirected faxes. The province launched its "Axe the Fax" initiative in February 2023, setting a five-year deadline to eliminate healthcare faxes entirely.
Progress has been slow but measurable. As of early 2026, 62% of Ontario family physicians and 31% of specialists are now using eReferral tools, according to Ontario Health. The province has committed $3.4 billion to its primary care modernization plan. Ricoh's VP of Digital Services, Kartik Rajan, said the goal is to replace "manual processes and multiple hand-offs" with "a single point of access."
Ricoh Wins Toronto; Novari Gets the Rest of Ontario
Ontario Health split the province between two vendors in March 2026. Ricoh Canada was awarded the Toronto and West regions. Novari Health — a company recently acquired for $43.6 million, partly on the strength of its Ontario contracts — took the North East, North West, East, and Central regions, according to Edmonton Examiner.
Health tech analysts describe this as a "competitive duopoly." The split may push both vendors to perform better. But it could also create uneven experiences for patients and doctors depending on which region they are in.
Privacy Fears and Political Pushback Shadow the Rollout
Not everyone is celebrating. Ontario Liberal MPP Adil Shamji, a physician, has raised alarms about third-party vendors handling sensitive health data. His concerns sharpened after a March 2025 ransomware attack on a separate medical vendor exposed the data of 200,000 patients connected to Ontario Health atHome, as Fort McMurray Today noted.
The Ontario Health Coalition goes further, arguing the province should invest in more doctors and nurses instead of proprietary software platforms. The Ontario College of Family Physicians is more cautious. They "welcome any meaningful steps" to cut red tape but warn that technology alone is not a "silver bullet" — especially without increased per-patient funding.
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