New virtual care solution available in Sussex Health Centre, Charlotte County Hospital Emergency Departments

(SUSSEX / ST. STEPHEN) – Horizon Health Network (Horizon) is pleased to announce the launch of a new virtual care option in the Sussex Health Centre (SHC) and Charlotte County Hospital (CCH) Emergency Departments (ED).

This one-year pilot project, powered by Teladoc Health Canada technology, has been successfully launched at both sites with the goal of enhancing the patient experience by offering an alternative pathway to care and potentially quicker access for those experiencing urgent, non-life-threatening medical issues.

Since late November 2024, over 270 patients have been seen through Teladoc, and feedback has been positive.

This virtual care option will complement existing on-site physician coverage in the ED and aims to reduce wait times and enhance access to care while supporting operations in our smaller, rural emergency departments.

Horizon and the provincial government are also working toward establishing a community care clinic in Sussex in 2025 that will provide an important primary care option for residents close to home and help to further ease the pressure being faced by the ED.

This type of service has successfully been implemented in other provinces across the country, including Nova Scotia, and Newfoundland and Labrador.

“The introduction of virtual care at both sites is an investment in the local hospital and the community,” said Greg Doiron, Horizon’s VP Clinical Operations. “This tool is designed to strengthen the way we deliver care, providing patients with more options and improving access to timely care when and where they need it most.”

How the virtual care option works

Upon arrival at the ED, patients will be assessed by the on-site triage nurse and registered as usual. If the patient’s health concern is determined to be suitable for virtual care, they will then be offered the option to see a physician remotely through Teladoc’s industry-leading technology.

Some examples of health concerns that may be treated virtually include:

• Vomiting and diarrhea
• Urinary tract infections
• Mild respiratory issues
• Mild aches and pains
• Rashes or allergic reactions
• Mild abdominal pain
• Minor infections

With the patient’s consent, they will then consult a remote physician via high-definition video and audio in a private room. The virtual physician, working with the on-site nurse and other clinicians, will diagnose and prescribe treatment – including tests or medications – and coordinate any necessary follow-up care.

Teladoc’s platform allows for a seamless, high-quality patient experience using remote diagnostic tools and connected devices, including stethoscopes.

These virtual physicians are fully credentialed through Horizon and authorized to practice in New Brunswick and will work closely with the on-site ED team to ensure the patient receives appropriate care.

Once the consultation is complete, the physician – with support from on-site clinicians – will follow up with the patient to provide any required tests or prescriptions and guide them through next steps.

This initiative not only enhances patient care but also serves as a valuable tool for maintaining ED operations in rural communities.

In the event there are days where a physician cannot be physically present in the ED, only virtual urgent care services will be offered via the Teladoc solution. This will help ensure patients experiencing non-life-threatening medical needs will continue to have access to care in their community.

We would note that in these situations – which will be communicated to the public well in advance – all patients in need of immediate emergency care or who are experiencing potentially life-threatening symptoms should still call 911.

“This virtual care solution ensures emergency departments in Sussex and Charlotte County can continue to meet the needs of the community,” said Horizon President and CEO Margaret Melanson. “While the service will primarily support patients with urgent or non-urgent medical needs, our teams remain focused on delivering safe and quality care for all patients.”

Virtual care has already been successfully implemented in other Horizon programs – including Telestroke services in emergency departments, and patients across New Brunswick have benefited from telehealth solutions for years, demonstrating the safety, efficiency, and quality of virtual care models.

This initiative aligns with Horizon’s commitment to engaging with staff, physicians, and patients to enhance health care delivery. This program will be closely evaluated to determine its effectiveness and explore potential expansion opportunities to other hospitals and communities.

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