New Brunswick virtual health-care service violating Official Languages Act: report
New Brunswick's virtual health-care service is violating provincial law by failing to consistently provide services in French, the province's official languages commissioner says.
Shirley MacLean issued two investigation reports this week based on complaints received about eVisitNB Inc., saying its lack of service could have "dangerous consequences" for those being denied medical and mental-health consultations in the language of their choice.
MacLean issued a statement Wednesday saying she received seven complaints about deficiencies in eVisitNB's French-language services between October 2022 and February 2023, and a subsequent complaint led to a second investigation report.
Among the seven people who filed the initial complaints under the Official Languages Act, none was able to access the services requested.
"We are increasingly reliant on technology as part of our daily lives, and it is essential that the language rights of all New Brunswickers be given first consideration when new systems are implemented," the commissioner's statement says.
"Many New Brunswickers use this system to access primary health care, and my office continues to receive complaints about eVisitNB to this day."
The provincial government says eVisitNB provided about 280,000 virtual visits to New Brunswickers in the 2023-24 fiscal year.
MacLean's report includes a statement from eVisitNB that points to a problem that can occur after users register for a virtual appointment. All patients are initially asked to select their preferred language, but if they fail to do so, "they could be paired with a provider who may only speak English."
The company behind eVisitNB is a Toronto-based firm known as Maple, which provides online medical services across Canada. On Friday, Maple issued a statement confirming the discovery of a technical error that required users to manually change their language settings to receive care in their preferred language.
"We have worked diligently to resolve the issue, and it has already been fixed for any new registering users," Maple's statement says.
"We have proactively reached out to registered patients we believe have incorrect language settings to provide support and ensure they receive a provider to fit their language preferences. We regret this technical error and apologize for any inconvenience this has caused to our patients and providers."
In 1969, the provincial Official Languages Act made New Brunswick the only officially bilingual province in Canada. The act guarantees that a long list of New Brunswick institutions, including government departments and third parties, must provide services in French and English.
"The inability to access adequate health-care services in the official language of choice is more than a simple denial of legislated rights," MacLean said. "It may lead to misunderstandings on the part of either patient or provider that may in turn lead to dire or dangerous consequences."
MacLean's report also cites complaints from French-speaking clients who noted that when French services were available, the quality was often poor. As well, an automated message warns all users that selecting a language other than English "may increase the waiting time."
MacLean's report says that in most cases, the complainants submitted requests in French and, after waiting a certain amount of time, received the following message in English: "Unfortunately, I am not able to understand your request well enough to provide treatment."
The commissioner is recommending the department instruct eVisitNB to change its website and online app to ensure that all users "are not prejudiced in any way by their choice of language."
In an emailed statement, provincial Health Department spokesperson Sean Hatchard said the department has investigated each complaint and implemented several of the commissioner's recommendations.
"(The department) will continue working with the contractor to implement the remaining recommendations," Hatchard said. "The department has worked with the vendor to ensure it has staffing capacity in both official languages for each shift."
Hatchard said if a patient is using a mobile device, the eVisitNB site can detect the device's language setting. As a result, patients are being encouraged to select their preferred language in their device settings before they log on to the eVisitNB website or app.
This report by The Canadian Press was first published May 3, 2024.
For more New Brunswick news visit our dedicated provincial page.
CTVNews.ca Top Stories
'God forgives but we don’t': Loud outburst from stabbing victim’s family during sentencing hearing
An emotional outburst in a London, Ont. courtroom Friday disrupted the sentencing hearing of a woman who pleaded guilty for her part in the death of a 29-year-old Mohammed Abdallah.
How to keep insects out of your house, according to an entomologist and other experts
Now that temperatures have warmed up even more this spring, you may be anxious at the thought of bugs invading your home or you may already be battling the pests. Here are expert tips on how to keep them away.
Humboldt Broncos crash victims and families react to decision to deport truck driver
The family of one of the victims of the Humboldt Broncos bus crash in 2018 says they are 'thankful' for a decision by a Calgary immigration board to deport the driver of the truck involved.
Community mourns victims of fatal boat crash near Kingston, Ont.
The three people killed in last weekend's tragic collision between a speedboat and a fishing boat north of Kingston are being remembered Friday.
A woman took her dog to a shelter to be euthanized. A year later, the dog is up for adoption again
Exhausted and short on options after consulting two veterinary clinics, Kristie Pereira made the gut-wrenching decision last year to take her desperately ill puppy to a Maryland shelter to be euthanized.
Ford thanks Ottawa as minister cites 'deep concerns' over Toronto's decriminalization
Ontario Premier Doug Ford is thanking the federal government for rejecting Toronto's long-stalled pitch to decriminalize the possession of illegal drugs.
Emergency convoy delivers provisions to survivors of devastating landslide in Papua New Guinea
Survivors searched through tons of earth and rubble by hand looking for missing relatives while a first emergency convoy delivered food, water and other provisions Saturday at the site of a landslide that devastated a remote village in the mountains of Papua New Guinea and was feared to have buried scores of people, officials said.
What we know about the young missionaries and religious leader killed in Haiti
The local director of a mission group in Haiti and a missionary couple from the U.S. were attacked and fatally shot by gang members after leaving a youth group activity at a church, a family member told The Associated Press.
After toddler's near drowning in backyard pool, Quebec mom has warning for parents
A Quebec mother who saved her child from the bottom of a backyard pool last weekend has a message for other families.