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2013 Archive

MBT Bulletin - Improving Service (November)

Nov Bulletin


Health Care closer to home

Update


Telehealth arrives in four First Nations Addiction Treatment Centres

MBTelehealth in partnership with the National Native Alcohol and Drug Abuse Program (NNADAP), First Nations and Inuit Health Branch-Manitoba and the Assembly of Manitoba Chiefs have implemented telehealth services into four First Nations Addictions Treatment Centres within the province of Manitoba. Whiskyjack Treatment Centre, Nelson House Medicine Lodge, Peguis Al-Care Treatment Centre and the Sagkeeng Mino Pimitiziwiin Family Treatment Centre now have videoconferencing for educational, administrative and televisitation purposes.

The Whiskyjack Treatment Centre is located 40 km from Cross Lake with road access connecting the centre to all surrounding communities. The centre has 20 beds for residential treatment services dedicated to solvent abuse and other addictions. Each treatment session is four months in length and the centre offers three sessions per year. The program is designed to accommodate First Nations youth, ages 12 to 17. The program is based on providing effective holistic healing for youth and their families within a safe environment of respect, trust and love.

The Nelson House Medicine Lodge is located approximately 75 km west from Thompson, with both air and road access connecting the community to Thompson. The Medicine Lodge is a 21 bed non-medical, residential and outpatient healing centre that uses a holistic approach, involving aboriginal traditional and contemporary teachings, methods and practices to assist people who have been spiritually and psychologically impacted by life's circumstances.

The Peguis Al-Care Treatment Centre is located 190 km north of Winnipeg. The centre’s program offers 20 beds for residential treatment services of addictions to alcohol, hallucinogens, narcotics and prescription drugs. The centre recently began a three week outpatient treatment program where clients attend the centre during the day and return to their homes each evening.

The Sagkeeng (Mino Pimatiziwin) Family Treatment Centre is located 160 km northeast of Winnipeg. The centre offers a seven week traditional and holistic treatment program in a residential setting for First Nation and Inuit families struggling to overcome drug and alcohol addictions. The program is based on culture and tradition, with emphasis on the family component as a whole. The centre consists of self-contained suites for up to four families, a day care, classroom, family room, and sweat lodge.

The implementation of telehealth services within these sites will enable staff to access education and administrative events and the residents to access clinical supports outside of the treatment centre. In addition, televisitation events can be requested by the health care provider at the treatment centre and these events allow families who have been separated due to the extended stays to visit together through videoconferencing.


MBT Bulletin - Improving Service

Improving Service


MBT Bulletin - Improving Service

As part of our ongoing commitment to provide a high level of customer service, MBTelehealth (MBT) recently reviewed our scheduling practices with our customers. Based on feedback received, we have identified ways to improve the services we provide. Below you will find new information regarding the way in which we manage scheduling requests and answers to questions that are frequently asked at our service desk. Please share this important information with all telehealth users at your site. We are continuing to implement further recommendations from our review and will notify you as they unfold.

IMPORTANT: Starting January 2, 2013 all event scheduling activities will be directed to the MBT Schedulers including same day event changes, cancellations and additions.

When to call the MBT Schedulers – 204-975-7714 or 1-866-667-9891 Option 2

  • All event scheduling activities
  • *NEW: Same day (see definition below) event changes, cancellations and additions
  • Hours of Operation: Monday to Friday 0800-1700

Note: When you call the Schedulers your call is placed into a queue; if you hang up and call back you will be placed at the end of the queue. If you choose to leave a message, you can expect a response within 1 to 2 hours.

When to call the MBT Service Desk – 204-975-7714 or 1-866-667-9891 Option 1

  • All urgent technical concerns regarding videoconferencing events
  • Hours of Operation: Monday to Thursday 0730-2100 and Friday 0730-1700

Note: When you call the Service Desk your call is placed into a queue; if you hang up and call back you will be placed at the end of the queue. The Service Desk is unable to provide information or assistance for scheduling activities; as noted above, contact the MBT schedulers for all scheduling requests.

Same Day Additions

  • Same Day means any event being booked between noon the day before the event and the scheduled start time of the event
  • The following criteria must be met to be eligible to schedule a same day event
    • Both sites available – Requester must know rooms and equipment at both sites and have discussed the event booking with a local site contact
    • Both sites are independent in the use of the equipment - No assistance for equipment delivery, set up, connection or patient navigation is required
  • You cannot add a same day multi-site event or add an additional site(s) to an existing site to site event (i.e. an event that is not already a multi-site event)

Note: MBT will provide best efforts to connect same day out of province sessions. It is not always possible due to circumstances beyond our control. The requester must provide contact information for the other site in order to facilitate this request.

No Shows

  • It is the responsibility of the client site to inform MBT of a client no show. After informing the provider, contact the MBT Service Desk so the event can be updated accordingly. MBT provides utilization statistics to RHAs and other partner organizations to help inform decision making. Ensuring that No Shows and Cancellations are properly tracked helps make sure the information we provide is accurate.

Provider Late Start

  • If the provider site has not connected by 15 minutes past the scheduled event start time, the client site contact may call the MBT Service Desk. Service Desk staff will confirm that both sites are on the network and inform the client site to contact the provider directly.

Note: If the event is cancelled, it is the client site’s responsibility to contact the MBT Service Desk to inform them of the cancellation.

Cancellations

  • For clinical events, it is the responsibility of the provider (or designate) to inform MBT of the cancellation. Clients are to contact the providers directly to inform them if they are unable to attend an appointment.
  • For non-clinical events, it is the responsibility of the event organizer to inform MBT of event cancellation or if sites are unable to attend.

Note: It is important to cancel events (or sites) as soon as possible to free up resources (videoconferencing equipment and room) for alternative uses. Non-clinical events that are repeatedly cancelled without notification to MBT will be reviewed and options for recurring bookings may be limited.


If you have any questions or concerns please feel free to contact MBTelehealth at info@mbtelehealth.ca.