I step onto the fifth floor of the downtown Winnipeg Health Sciences Centre on a Tuesday morning in late November. The space buzzes with the gentle hum of conversation, occasionally interrupted by ringing phones. At first glance, it resembles any modern call center, but this one serves a unique purpose—keeping Manitobans out of emergency rooms when they don’t need to be there.
“We had a mother call last night about her 3-year-old with a fever of 102,” says Dr. Karyn McFee, adjusting her headset before taking her next call. “She was ready to rush to Children’s Hospital, but after our conversation, she realized she could safely manage it at home with proper monitoring and over-the-counter medication. That’s one less unnecessary ER visit.”
Dr. McFee is part of Manitoba’s recently expanded Health Links doctor hotline program, which now connects callers directly with physicians during peak hours. The initiative, launched province-wide last month, aims to reduce pressure on emergency departments already struggling with record wait times and staff shortages.
The expansion adds 12 physicians to the existing Health Links service, which has traditionally been staffed primarily by registered nurses. These doctors now cover the phone lines from 5 p.m. to midnight on weekdays and 9 a.m. to 9 p.m. on weekends—hours when many primary care offices are closed but concerns aren’t always emergency-room serious.
“About 40 percent of ER visits in Manitoba are for conditions that could be addressed in other settings,” explains Dr. Jasmine Toor, medical director for the expanded program. “Many people go to emergency because they’re worried and don’t have alternatives. Having a doctor’s reassurance over the phone can make all the difference.”
The provincial health department reports the program has already diverted an estimated 1,200 potential emergency room visits in its first month of operation. For a province where the average ER wait time reached 7.2 hours last quarter according to the Canadian Institute for Health Information, every diverted visit matters.
Back at the call center, the phones rarely stop. Katie Boudreau, a nurse who has worked with Health Links for eight years, welcomes the physician support.
“There’s always been a gray zone,” she says, sorting through the incoming call queue on her screen. “Cases where I knew the patient probably didn’t need the ER, but without a doctor’s assessment, I had to be cautious. Now I can transfer those calls directly to a physician.”
The service particularly benefits rural and northern communities, where healthcare access has long been a challenge. In places like Churchill and Norway House, the nearest hospital might be hours away by road—or completely inaccessible without air travel.
Mary Beardy from Split Lake, about 950 kilometers north of Winnipeg, recently used the service when her grandfather experienced dizziness and confusion. “The doctor asked very specific questions, had us do some simple tests at home, and determined it was likely his new blood pressure medication causing side effects,” she tells me over the phone. “They adjusted his dosage and scheduled a follow-up with the visiting doctor next week. Without this service, we would have arranged an emergency flight to Thompson.”
The program isn’t without critics. Dr. Michael Boroditsky, president of Doctors Manitoba, supports the concept but worries about its limitations. “Phone consultations can’t replace physical examinations for many conditions,” he cautions. “There’s also concern this could become a band-aid solution rather than addressing the fundamental physician shortage in our province.”
The Manitoba Nurses Union has expressed similar reservations. “While we support any measure that improves patient care, we need to ensure this program doesn’t draw resources away from other critical healthcare services,” says Darlene Jackson, the union’s president.
Manitoba Health Minister Uzoma Asagwara counters that the program actually maximizes existing resources. “Each doctor on this service can help dozens of patients during a shift, compared to seeing perhaps 15-20 patients in a clinic setting,” Asagwara explains during our conversation at her Legislative Building office. “It’s about working smarter with the healthcare providers we have.”
The program costs approximately $3.8 million annually, primarily funding physician compensation and technical infrastructure. Health economist Steve Morgan from the University of British Columbia considers this a potentially wise investment. “If the service prevents even a small percentage of ER visits, it likely pays for itself,” he explains. “The average ER visit costs the system between $400-$700, much more than a telehealth consultation.”
Indigenous communities have been particularly vocal supporters of the expansion. “Our people often face the difficult choice between traveling long distances for medical care or going without,” says Grand Chief Garrison Settee of Manitoba Keewatinowi Okimakanak, which represents northern First Nations. “Having a doctor available by phone provides a crucial middle option.”
As my day at the call center continues, I notice patterns in the calls: parents worried about childhood fevers, elderly patients experiencing medication side effects, and people with chronic conditions unsure if new symptoms warrant emergency care. Many callers express relief at speaking directly with a physician.
For Dr. McFee, the work brings different satisfaction than her regular family practice. “In clinic, I might see 25 patients a day. Here, I can help 40 or more,” she says between calls. “It’s a different type of medicine—more focused on education and triage—but incredibly valuable.”
As Manitoba moves through its first winter with the expanded service, health officials will closely track metrics like call volumes, resolution rates, and emergency department statistics to measure its impact. Early indicators suggest the program may become a permanent fixture in the province’s healthcare landscape.
“Healthcare innovation isn’t always about new technology or treatments,” Dr. Toor reflects as the evening shift begins. “Sometimes it’s about creating new pathways to connect existing resources with the people who need them most.”
