Accessing mental health and addictions care can be overwhelming – particularly for individuals already navigating complex and often urgent needs. At Lakeridge Health, Central Connect was designed to change that experience. Three years after its launch, the program is demonstrating how a coordinated access model can transform how patients connect to care.
Introduced in April 2023 as part of Lakeridge Health’s Together, Best Mental Health strategy, Central Connect provides a single point of entry to mental health and addictions services across Durham Region. By consolidating more than 30 referral pathways into one streamlined system, it simplifies access for both patients and providers and ensures individuals are connected to the right care, the first time.
“Central Connect is about removing barriers at a critical moment – when someone reaches out for help,” says Beth Brannon, Senior Director, Mental Health and Addictions. “We’ve created a model that takes the complexity out of the system and replaces it with a clear, compassionate path forward.”
Today, Central Connect supports access to more than 50 outpatient programs and services, spanning community mental health, addictions care, and specialized supports. Through one phone number, email, and e-referral system, individuals can initiate care in a way that is accessible and person-centred.
At the heart of the model is a comprehensive intake process. Every referral is reviewed by a dedicated team who conducts standardized assessments and works directly with clients to understand their needs. Individuals are then matched to appropriate services and provided with resources such as crisis planning, peer and family supports, and “while you wait” tools to support them before formal treatment begins.
“For many people, navigating mental health services can feel fragmented and confusing,” says Dr. Kevin Chopra, Chief of Psychiatry and Medical Director, Mental Health and Addictions Program. “Central Connect changes that by ensuring individuals are assessed once and connected to the right care quickly, with a clear plan and the supports they need along the way.”
This approach improves both navigation and timeliness. Central Connect aims to connect individuals to support within 72 hours of referral, with high-priority clients consistently accessing care within 24 hours.
Demand for coordinated access continues to grow. In the 2025–2026 fiscal year alone, Central Connect received approximately 18,400 referrals, reflecting both increasing need and growing confidence in the model.
“Behind every referral is a person seeking support, often during an incredibly difficult period in their life,” adds Brannon. “What matters most is that they feel heard, supported, and confident that they are on the right path.”
That impact is reflected in client feedback and frontline experiences. Individuals frequently describe feeling reassured and hopeful after their first interaction – leaving the intake process with clear next steps, an understanding of wait times, and access to immediate supports.
Central Connect has also strengthened coordination across the health system. By working closely with primary care providers, community agencies, and regional partners, the program helps ensure individuals are connected not only within Lakeridge Health, but to the broader network of supports available in Durham Region. This approach aligns with Ontario’s Roadmap to Wellness, which emphasizes improving access through integrated models of care.
“Partnership is essential to delivering effective mental health care,” says Dr. Chopra. “Central Connect allows us to work more seamlessly with our community partners so that individuals receive care that reflects their unique needs, wherever that care is delivered.”
Importantly, Central Connect was co-designed with clients, families, and frontline staff, ensuring the model reflects real-world needs and experiences. This collaborative foundation continues to guide its evolution as the team refines processes and responds to growing demand.
“Three years in, Central Connect stands as a leading example of how health systems can rethink access to mental health and addictions care,” says Kirsten Burgomaster, Health System Executive, Clinical, Lakeridge Health. “By simplifying entry points, improving timeliness, and centring care around the individual, Lakeridge Health is helping to ensure that people receive the right support - when and where they need it.”
“As demand for mental health services continues to rise, we have a responsibility to design systems that truly work for people,” adds Brannon. “Central Connect is one way we’re delivering on that commitment – by making access simpler, faster, and more compassionate.”
More information about Central Connect is available on our website.