Horizon CEO Statement: Virtual care pilot at Horizon’s Sussex Health Centre and Charlotte County Hospital Emergency Departments designed to improve access, strengthen the way we deliver care

The following statement has been issued by Margaret Melanson, Horizon’s President and CEO with respect to the virtual care pilot at two of its community hospitals’ Emergency Departments.

(HORIZON) – The virtual urgent care pilot at Horizon’s Sussex Health Centre (SHC) and Charlotte County Hospital (CCH) Emergency Departments is a patient-focused solution designed to improve access and strengthen the way we deliver emergency and urgent care to New Brunswickers. We believe a sustained, trustworthy service for the communities of Sussex and St. Stephen is a basic requirement.

As we consider the impact to patient care, this trial has produced impressive results in a short period. As of January 31, 2025, 656 patients have received virtual care since the pilot began in November 2024. This represents 20% of overall patient visits to the SHC and CCH ED during this time. Patient satisfaction has also been overwhelmingly positive. Of 150 patients surveyed so far, the average patient rates their overall experience with this service a 9.5 out of 10.

We know face-to-face care provided by an emergency physician is the gold standard for emergency and urgent care. However, face-to-face care is not always possible, and we must consider other ways to provide New Brunswickers quality care when they need it. This solution is a very effective way to maintain services without compromising patient safety and standard of care.

This type of service has successfully been implemented in other provinces across the country, including Nova Scotia, Newfoundland and Labrador, and Saskatchewan, which – like most provinces – are experiencing similar recruitment challenges as New Brunswick.

We are aware that some stakeholders in New Brunswick, namely the New Brunswick Medical Society (NBMS), have important questions about this program. We share the same goals as the NBMS and its members with respect to providing patients with access to timely care when and where they need it most and are committed to working together to achieve them.

Considering some of the questions raised about this program, I’d like to share some additional information:

• Horizon’s virtual care pilot has been fully funded by the New Brunswick Department of Health at a cost of $865,595, which covers the cost of establishing and operating this pilot over the 2024-25 fiscal year.
• Teladoc is the organization helping us to deliver this pilot. While Horizon’s contract with Teladoc is confidential, we can confirm the contract covers a one-time procurement and licensing cost; the equipment required to provide virtual care, as well as the set-up of and any maintenance and technical support for that equipment; the coordination of care provided by the vendor; and physician remuneration. 
• Decisions with respect to possible program expansion will depend on the evaluation of this pilot.
• All patients who are eligible to be seen using this virtual model must first provide consent to be seen by a virtual physician. It is always a patient’s choice whether to participate in virtual care.
• We have a limited pool of emergency physicians in the Saint John area. This service will help reduce workload while still ensuring emergency services are available for patients if physician coverage is not available.
• Further, Horizon is committed to keeping the Sussex Health Centre Emergency Department open under its existing hours, and this tool brings us closer to returning to 24/7 emergency department service.

Margaret Melanson, President and CEO, Horizon Health Network

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