If you rely on Virtual Care N.B. for medical help, you know the system experiences growing pains. New Brunswick Health Minister John Dornan admits the province’s new virtual care system fails to meet expectations for service in both official languages.

The admission comes as the language rights watchdog investigates three complaints against the service. Patients allege a severe lack of access to care in French.

Watchdog Investigates Complaints

Ashley Beaudin speaks for official languages commissioner Shirley MacLean. Beaudin confirms the office received three complaints since the service launched in June. Two complaints arrived last week and one in early July. The office declines to comment further while investigations remain active.

Virtual Care N.B. replaced the former eVisitNB system. The government awarded the contract to Foundever. This company also operates the Tele Care 811 system in New Brunswick. Foundever beat out 10 other companies during the request for proposals process.

Bilingual Staffing Shortages

Dornan told reporters in Saint John that he is aware of the issue. He expects Foundever to make immediate improvements.

“One of our concerns about virtual care in New Brunswick was access to both official languages,” Dornan said. “And with the advent of the new program Virtual Care N.B., we have not done as well as we wanted to do with bilingual access.”

The minister notes that very few nurse practitioners currently working for Virtual Care N.B. speak both English and French. The province recently hired two more francophone nurse practitioners to bridge the gap. Dornan expects this hiring trend to continue.

The government evaluates Foundever at regular intervals to ensure the situation improves. The province refuses to provide translation services on the platform while the company hires more staff.

Patients Face Long Wait Times

A quick look at the booking system reveals stark differences in access. On Wednesday morning, patients looking for a French appointment only had two available days in late August. A week prior, the system showed zero available French appointments.

English appointments also face delays. Patients booking on Wednesday cannot see a care provider until September 1. Appointments remain open every day after that until September 18.

Political Leaders Voice Concern

Opposition leaders argue the government needed to secure bilingual service before awarding the contract.

Progressive Conservative MLA and health critic Bill Hogan warns these barriers push more patients into overcrowded emergency rooms.

“New Brunswickers are the ones that are paying the price for this,” Hogan said. “New Brunswickers are suffering because they can’t get a virtual appointment through this service.”

Green Party Leader David Coon receives regular calls from residents facing hardship without reliable virtual care access.

“There are real victims here,” Coon said. “People who are not getting the health care that they were getting through eVisitNB now aren’t getting any. That is a big problem, and the minister has a lot to account for.”

Frequently Asked Questions

What is Virtual Care N.B.?

Virtual Care N.B. is the provincial online health care service. It allows residents to book virtual medical appointments. The service replaced the former eVisitNB platform in June.

Why is the official languages watchdog investigating the service?

The watchdog received three complaints regarding a lack of access to care in French. The commissioner investigates these claims to ensure compliance with language rights.

Who operates Virtual Care N.B.?

A company named Foundever operates the service. Foundever also runs the provincial Tele Care 811 system.

Are there enough bilingual nurse practitioners?

No. Health Minister John Dornan admits very few current nurse practitioners on the platform are bilingual. The province recently hired two more francophone practitioners to address the shortage.