Horizon extends virtual emergency care at Grand Manan and Charlotte County hospitals

Extension of Teladoc Health Canada partnership builds on proven patient outcomes and improved access to rural emergency care

(GRAND MANAN/CHARLOTTE COUNTY) – Horizon Health Network (Horizon) is extending its virtual emergency care partnership with Teladoc Health Canada (Teladoc) at Horizon’s Grand Manan Hospital (GMH) and Charlotte County Hospital (CCH).

The extension takes effect Thursday, Oct. 1 and will run through at least June 30, 2027.

The decision follows a successful pilot launched in 2024, which aimed to extend emergency department (ED) coverage and clinical capacity at both hospitals, including overnight coverage at GMH.

“This decision reflects our commitment to innovation and to ensuring that patients in rural communities are able to access safe, quality care and services close to home,” said Greg Doiron, Horizon’s VP of Clinical Operations. “This pilot has shown us that virtual care, when used thoughtfully and as a complement to in-person coverage, can make a real difference in the lives of patients and the health care teams who serve them.”

The extension will allow Horizon and Teladoc to continue refining the model, gathering data, and exploring further opportunities for virtual care to support equitable access to emergency services across New Brunswick.

Teladoc will remain in place three days per week at each site, providing evening and overnight coverage at GMH, while serving patients in the afternoon at CCH.

More than 2,200 patients have been seen by a virtual physician across both sites since June 2025, with the virtual system garnering positive feedback from patients, physicians and staff.

Ninety-six per cent of patients who were seen virtually at GMH, for example, were fully treated by the virtual physician, resulting in significantly fewer patients leaving the ED without being seen. Patients who received virtual care at GMH also reported an average patient experience rating of 9.7 out of 10.

Teladoc physicians facilitated 15 Ambulance New Brunswick transfers during the pilot period from Grand Manan, ensuring that patients requiring higher-level care were moved safely and efficiently to regional facilities.

Horizon physicians, meanwhile, have reported improved work-life balance with Teladoc’s program, while emergency department staff highlighted gains in patient care quality, workflow efficiency and workplace morale with 100% satisfaction working with Teladoc’s virtual physicians.

“We are proud to continue partnering with Horizon to provide timely, high-quality emergency care to the residents of Grand Manan and St. Stephen when and where they need it most,” said Joby McKenzie, Managing Director, Teladoc Health Canada. “Teladoc’s virtual emergency care program provides either complete physician coverage or additional clinical capacity alongside on-site physician coverage in emergency departments. By working collaboratively with on-site teams, we expand clinical capacity, improve access, support staff well-being, and help strengthen the sustainability of the health care system.” 

When a patient arrives at the emergency department, they are triaged and registered on-site as per standard processes. With the patient’s consent, a Teladoc emergency medicine physician, who is fully credentialed with Horizon and licensed to practise in New Brunswick, joins the patient’s visit virtually.

Working with an on-site nurse, the virtual physician assesses and diagnoses the patient using high-definition video and audio and connected diagnostic tools (e.g., digital stethoscopes and otoscopes). Together, they develop a treatment plan that may include tests, referrals, or prescriptions to support a seamless, high-quality experience.

At the end of the consultation, next steps are coordinated with the patient, including any follow-up care. If test results become available after the visit, a Teladoc nurse contacts the patient to review the results and answer questions.

Initiatives such as this align with Horizon’s Strategic Plan pillars of delivering excellence in hospital care and leveraging innovation to deliver quality, people-centred care.

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