If you need medical advice in New Brunswick, you expect a quick response. But recent changes to the provincial telehealth system tell a different story.

In July, wait times for Tele Care 811 nurses to call patients back increased by more than 1,300 percent. This massive spike happened right after the province switched from eVisitNB to Foundever’s Virtual Care NB, according to a report from CTV News.

The Numbers Behind the Delays

The provincial health department confirms callback wait times jumped from an average of 12 minutes to two hours and 53 minutes in July. By August, the wait stretched to three hours and 49 minutes. September saw a slight drop to three hours and 18 minutes.

The department notes that staff resolve 65 percent of calls within minutes on the first contact. You only wait for a callback if a nurse is not immediately available.

Patients Feel the Strain

Fredericton resident Hilary Quigley experienced these delays firsthand. She called 811 to ask about a new symptom and waited more than eight hours to speak to a nurse. The nurse recommended she visit a clinic, but local clinics were closed and the suggested online clinic had no openings.

Quigley felt completely overlooked and waited until Monday to receive care. She noted that the system creates barriers for people dealing with serious issues who need a referral but lack the means to access other care options.

Impact on Emergency Rooms

Long wait times push patients toward other options. Shelley Petit chairs the New Brunswick Coalition of Persons with Disabilities. She worries these delays increase pressure on struggling emergency rooms.

“If you’re sitting at home, and it’s your child that is sick, are you going to wait four hours? No. So where are they going? They’re going to the ER,” Petit said.

Government Response

Health department spokesperson Tara Chislet addressed the delays in an emailed statement. “Higher than normal call volumes in July and August, including increased demand related to Virtual Care NB, contributed to longer callback times,” she said.

Chislet added the department implemented improvements to streamline access. These include new automated options for prescription refills, lab requisitions, and follow up appointments.

Before the transition, Health Minister John Dornan promised a smooth process. “We’re putting it all together so you get the right care at the right time, in the right place,” he said in June. Dornan did not make himself available to CTV News for their story.

Frequently Asked Questions

Why did 811 wait times increase in New Brunswick?

Wait times increased due to higher call volumes and increased demand following the provincial switch from eVisitNB to Foundever’s Virtual Care NB.

How long is the average wait time for an 811 callback?

As of September, the average callback wait time was three hours and 18 minutes, up from just 12 minutes before the system change.

Do all 811 callers have to wait hours for help?

No. The health department states that staff resolve 65 percent of calls within minutes on the first contact. Callbacks are only necessary when a nurse is not immediately available.

What is the government doing to fix the delays?

The health department introduced new automated options for prescription refills, lab requisitions, and follow up appointments to help streamline access and reduce call volumes.