Uncategorized – Eastern Health

Se rendre à un rendez-vous à Eastern Health

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Dans tous les établissements d’Eastern Health, les patients ne doivent pas arriver plus de 15 minutes avant l’heure prévue de leur rendez-vous.

Tous les patients qui reçoivent des services de soins de santé prodigués par Eastern Health doivent être inscrits avant de se présenter à leur rendez-vous afin de garantir l’exactitude, la confidentialité et l’intégrité de leur dossier médical.

Nous encourageons les patients à conserver leur carte du Régime d’assurance-soins médicaux (MCP) et à remplir les formulaires nécessaires à l’obtention de nouvelles cartes avant de se rendre à leurs rendez-vous à Eastern Health.

Vous trouverez des renseignements sur le Régime d’assurance-soins médicaux (MCP) de Terre-Neuve-et-Labrador sur le site https://www.gov.nl.ca/hcs/mcp/fr/.

Inscription téléphonique pour le Health Sciences Centre

L’inscription par téléphone est disponible pour tous les rendez-vous au Health Sciences Centre, à l’exception de l’imagerie médicale (rayons X, imagerie par résonance magnétique et tomodensitogramme), des prélèvements sanguins, des soins contre le cancer, de la chirurgie d’un jour, de la médecine nucléaire moléculaire et des consultations externes pour la santé des femmes.

L’inscription par téléphone est une autre façon de s’inscrire aux rendez-vous et offre un moyen plus rapide de s’enregistrer à l’hôpital.

Les inscriptions se font par téléphone du lundi au vendredi de 14 h à 16 h au 709-777-0908 ou au 1-888-770-6339.

Inscription en personne

Il est possible de s’inscrire en personne pour tout rendez-vous dans tous les établissements d’Eastern Health.

L’inscription à un rendez-vous peut être effectuée à l’entrée de l’établissement d’Eastern Health où le rendez-vous a été fixé.

Documents requis pour s’inscrire à un rendez-vous

Carte d’assurance-maladie valide (carte du MCP ou carte de santé provinciale)
Recommandation ou demande du médecin, si elle a été fournie pour le rendez-vous

Si la carte du MCP d’un patient a expiré au cours des 12 derniers mois, on lui demandera sur place de remplir un formulaire pour demander une nouvelle carte du MCP, et celle-ci sera consignée au dossier pour le rendez-vous.

Si la carte MCP du patient est expirée depuis plus de 12 mois, le patient devra remplir un formulaire pour demander une nouvelle carte du MCP; toutefois, cela entraînera la facturation du rendez-vous par Eastern Health.

Documents requis si le patient est originaire d’une autre province :

Une carte de santé provinciale valide.
Une recommandation ou demande du médecin, si elle a été fournie pour le rendez-vous

Si un patient présente une carte de santé de l’extérieur de la province, une photocopie de la carte sera faite par le commis aux enregistrements afin que la facturation puisse être faite à l’autorité sanitaire concernée.

Documents requis si le patient n’est pas un citoyen canadien (y compris les résidents de Saint-Pierre-et-Miquelon) :

Une recommandation ou demande du médecin, si elle a été fournie pour le rendez-vous
Les formulaires d’immigration.
Si le patient est un résident de Saint-Pierre-et-Miquelon, un document de la Caisse de prévoyance sociale est requis.

Pour les patients résidant à l’extérieur du Canada, une entente à l’intention des résidents étrangers sera remplie lors de l’inscription.

Si le rendez-vous est lié à une demande d’indemnisation pour accident du travail :

Les patients doivent connaître le numéro de la demande d’indemnisation pour accident du travail et être en mesure de désigner la partie du corps blessée qui fait l’objet de la demande, ainsi que la date de la blessure.

Renseignements requis pour s’inscrire à un rendez-vous

Pour confirmer l’identification positive du client, les informations suivantes seront recueillies lors de l’inscription à chaque rendez-vous :

Nom complet
Date de naissance
Numéro de la carte du MCP ou de la carte de santé de l’extérieur de la province
Prénom de la mère

Les informations suivantes seront confirmées lors de l’inscription, à chaque visite, afin de déceler et de tenir à jour toute information qui a changé depuis la dernière visite :

Expiration du numéro de la carte du MCP ou de la carte de santé de l’extérieur de la province
Adresse domiciliaire
Numéro de téléphone
Plus proche parent
Personne à aviser
Médecin traitant
Médecin de famille
Préférence pour la notification de rendez-vous (téléphone, courriel ou message texte)
Nom, adresse et numéro de téléphone de tout autre spécialiste que vous consultez, comme un cardiologue, un néphrologue ou un pneumologue

Se préparer pour aller à l’hôpital

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Les documents dont vous aurez besoin

Carte d’hôpital (cette carte vous sera remise à l’admission si vous n’en avez pas)
Carte du Régime d’assurance-soins médicaux (MCP) – si vous n’avez pas de carte d’hôpital
Carte d’identité avec photo (les enfants n’ont pas besoin d’une carte d’identité avec photo)
Carte d’assurance-maladie (le cas échéant)
Une carte de crédit valide ou des chèques personnels
Recommandations du médecin ou résultats de tests (le cas échéant)
Médicaments prescrits dans leur contenant d’origine

Étrangers

Si vous n’êtes pas citoyen canadien ou citoyenne canadienne, apportez ce qui suit:

Information sur l’assurance;
Formulaires de demande de remboursement et/ou numéros d’autorisation; ou
Documents annexés.

Services non assurés

Tous les services et fournitures proposés par l’hôpital ne sont pas gratuits. Par exemple, les services d’ambulance, les béquilles et les chambres privées doivent être payées par le patient.

Une liste des services non assurés est disponible auprès du service d’admission. Beaucoup de ces services exigent un dépôt, qui peut être payé en espèces, par carte de crédit ou par chèque personnel. Nos services d’admission disposent de machines de débit Interac pour vous faciliter la tâche.

Eastern Health n’accepte pas la responsabilité pour tout objet de valeur perdu ou volé.

Articles à apporter avec vous

Les articles dont vous avez besoin, tels que vos lunettes, vos prothèses dentaires, votre appareil auditif, votre fauteuil roulant ou vos aides à la marche.
Des articles de confort, comme votre pyjama ou une chemise de nuit et une robe de chambre, des pantoufles couvrant tout le pied, des sous-vêtements, des vêtements et des chaussures d’intérieur confortables.
Les médicaments que vous prenez actuellement à la maison, pour que le personnel infirmier puisse les inscrire dans votre dossier médical. Ces médicaments peuvent vous être redonnés après avoir été consignés au dossier ou être conservés dans une armoire fermée à clé dans l’unité de soins infirmiers et vous être redonnés au moment de votre départ.
Un bloc-notes et un stylo ou un crayon pour noter les informations importantes dont vous devrez vous souvenir.

Les articles que nous vous recommandons de ne pas apporter avec vous

Montants importants d’argent comptant
Bijoux
Objets personnels de valeur
Tout équipement électronique
Sèche-cheveux personnels et fers à friser
Couvertures électriques et coussins chauffants
Produits parfumés

À propos d’Eastern Health

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Eastern Health reconnaît l’île de Ktaqmkuk (Terre-Neuve-et-Labrador)
comme le territoire traditionnel non cédé des Béothuks et des Mi’kmaq
et le Labrador comme les terres ancestrales traditionnelles
des Innus de Nitassinan, des Inuits de Nunatsiavut et des Inuits de NunatuKavut.

L’autorité régionale Eastern Health (Eastern Health) est l’autorité sanitaire intégrée la plus importante de Terre-Neuve-et-Labrador. Elle offre une gamme complète de services de santé et de services communautaires, y compris en matière de santé publique, de soins de longue durée et de soins actifs (hospitaliers).

Eastern Health est l’une des quatre autorités sanitaires régionales de Terre-Neuve-et-Labrador qui travaillent en collaboration avec le ministère de la Santé et des Services communautaires. Nous fournissons des services de haute qualité à plus de 300 000 personnes qui habitent entre Saint-Jean et Port Blandford, y compris toutes les collectivités des péninsules d’Avalon, de Burin et de Bonavista. En outre, nous sommes également responsables de plusieurs programmes provinciaux uniques. Par le biais d’un accord contractuel, nous fournissons également des soins médicaux spécialisés aux habitants des îles françaises de Saint-Pierre-et-Miquelon.

Nos quelque 13 000 professionnels des soins de santé et des services de soutien sont déterminés à fournir la meilleure qualité de soins et de services de santé qui soit dans la région et dans la province.

Nous sommes dirigés par un conseil d’administration bénévole nommé par le ministre de la Santé et des Services communautaires, conformément à la Regional Health Authorities Act.

Français

À Eastern Health, nous sommes fiers de fournir des soins et des services de haute qualité aux résidents de nos communautés, de notre région et de notre province. Cela comprend un engagement à améliorer l’accès aux services en français pour nos patients et clients francophones ainsi qu’à poursuivre et à améliorer les relations avec notre communauté francophone.

Pour en savoir plus sur les services offerts aux patients et aux clients francophones à Eastern Health, veuillez visiter les liens ci-dessous.

Nous joindre

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Bureau des services bilingues

Nos bureaux
Health Sciences Centre
300 Chemin Prince Philip, Suite 2764
Saint-Jean, T.-N.-L
A1B 3V6

Les visites en personne peuvent être organisées sur rendez-vous seulement.

Télécopieur: 709-777-8366

Navigatrice francophone du système de santé
Téléphone: 709-699-2409
Courriel: navigation.franco@easternhealth.ca

Mardis et mercredis, de 8 h 30 à 16 h 30
Jeudis de 8 h 30 à 12 h 00

Infirmière coordonnatrice
Téléphone: 709-777-7763
Courriel: services.francais@easternhealth.ca

Assistante administrative
Téléphone: 709-777-8361
Courriel: services.francais@easternhealth.ca

Lundi au vendredi, 7 h 30 à 15 h 30

Bureau d’interprétariat et d’accompagnement (BIA)

Le BIA offre des services d’accompagnement et d’interprétation aux clients de Saint-Pierre-et-Miquelon.

Ce bureau est exploité par le Réseau santé en français de Terre-Neuve-et-Labrador dans le cadre d’un partenariat entre la Fédération des francophones de Terre-Neuve et du Labrador et la Caisse de Prévoyance Sociale.

Coordonnateur et interprète francophone
Téléphone: 709-800-6190
Courriel: bia.sante@fftnl.ca

Interprète francophone
Téléphone : 709-800-6192

Heures d’ouverture
Lundi au vendredi, 8 h 00 à 16 h 00

Nos bureaux
Health Sciences Centre
300 Chemin Prince Philip
Suite 2205
St. John’s, T.-N.-L
A1B 3V6

Service Closures and Updates

This page has been moved.

Temporary health-care service closures or changes are now posted on NLHealthServices.ca at the following link: https://nlhealthservices.ca/find-health-care/updates/.

Thank you.

CEO Award of Excellence Recipients 2022

Eastern Health would like to congratulate the recipients of its annual CEO Awards of Excellence. The awards were presented this past Friday, June 24, during a special event as part of Employee Recognition Week 2022.

This year’s recipients, as described by their nominators are:

Client and Family-Centred Care – Staff: Harm Reduction Team, Primary Care

The Harm Reduction Team’s interactions and ability to provide on-the-spot response to needs, coupled with a judgement-free approach and environment, has significantly enabled our team to develop relationships and build trust so that clients feel safe to engage with members. This approach often leads to clients seeking additional services as well as spreading the word within their community.

Client and Family-Centred Care – Advisor: Long Term Care Resident Family Advisory Council, Long Term Care Program

The members of the advisory council are dedicated to the residents of long term care and are passionate about advocating for the best possible care. The Site-Specific Resident Family Council Policy and its accompanying guidelines will see the transition from facility led to family-led councils. This will modernize the resident family council process and make the councils more family and resident focused to ensure the needs, wants and preferences of the residents are identified and achieved through collaboration with the site and staff.

Human Spirit: Medical-Surgical Intensive Care Unit (MSICU) – Critical Care Team, Critical Care

Located at the Health Sciences Centre, the MSICU is the only tertiary care unit in the province. Despite the challenges of the past two years, the focus remained the same: to provide exceptional patient care. All members of this team stood up, volunteered, sacrificed and made a difference. Their integrity in the face of uncertainty was an inspiration, not only to other teams, but to each other.

Innovation: Therapeutic Recreation Discharge Liaison Project (DLP), Mental Health and Addictions

DLP is an innovative program that highlights effective, timely, client-centred care for individuals with complex mental health issues by ensuring a direct continuum of care from inpatient to the community and has resulted in a measureable improvement of the patient’s quality of life. This project was awarded the “Innovative Practice in Therapeutic Recreation Award” by the Canadian Therapeutic Recreation Association.

Leadership: Melissa Coish, Primary Health Care

Melissa is an amazing leader and a fantastic human being! She challenges us to dream big, motivates us to succeed, while encouraging life-long learning so we can be more tomorrow than we are today. We appreciate Melissa for her guidance, her passion and her support. She inspires us every day.

Safety:

Infection Control Coordinators & Practitioners, Infection Prevention & Control Program

Eastern Health’s ICPs have shown steadfast leadership through the course of COVID-19 pandemic. In the face of the unknown, they demonstrated their commitment to safety by keeping staff and patients, clients and residents aware of the ever-changing safe work practices and procedures to prevent the spread of COVID-19 in our facilities by educating and advising best practices to all facets of Eastern Health. Their execution as a team ensured Eastern Health was able provide safe and effective services.

Occupational Health Nursing, Workplace Health Safety and EFAP Department

The occupational health nursing team’s position put them to the forefront of an unprecedented time in healthcare. Their dedication, passion, and commitment to their role allowed the organization to contain exposures, ensure employees returned to work safely, and guided affected management and staff.

Service: 4SA COVID-19 Medicine Care Team, Regional Medicine Program

During the early days of the COVID-19 pandemic, 4SA at the Health Sciences Centre was identified as the inpatient medicine unit for COVID-19 inpatient care. The nursing care team stepped up to the challenge, despite fear and anxiety about this novel virus, to provide stellar nursing care. The commitment of these experts to provide high quality care in a safe and healthy work environment remains strong 18 months into the pandemic response.

Vaccine clinics

Appointment-based COVID-19 vaccine clinics

Appointment-based COVID-19 vaccine clinics continue to be available for first, second, booster doses and pediatric doses throughout the Eastern Health region.

Eastern Health is modifying its approach to providing COVID-19 vaccine and boosters based on current demand at various locations. By April 1, 2023, clinics will be located in Eastern Health community health offices throughout the region. As well, bookings for vaccine and boosters have changed for some age groups and locations as outlined in the table below.

Location	Clinic Address	How to Book
Bay Roberts	Health and Community Service Clinic, Dawe Building, 11-17 Bareneed Road	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 786-5224 between 8:30 a.m. – 4:30 p.m.
Bell Island	Sir Walter Templeman Health Care Centre (Health and Community Service)	ALL Ages Call (709) 752-4018 between 8:30 a.m. – 4:30 p.m.http://www.gov.nl.ca/covid-19/vaccine/gettheshot/
Bonavista	Health and Community Service Clinic, 139-145 Coster Street	ALL Ages www.gov.nl.ca/covid-19/vaccine/gettheshot/
Carbonear	Health and Community Service Clinic, 15A Industrial Crescent	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 945-6512 between 8:30 a.m. – 4:30 p.m.
Clarenville	Health and Community Service Clinic, 5 Coish Place	ALL Ages www.gov.nl.ca/covid-19/vaccine/gettheshot/
Come By Chance	Town Hall/Community Services Building, Main Road	ALL Ages Call (709) 542-3507 between 8:30 a.m. – 4:30 p.m.
Conception Bay South	All Saints Parish Hall, 419 CBS Highway	ALL Ages www.gov.nl.ca/covid-19/vaccine/gettheshot/
Ferryland	Health and Community Service Clinic, Main Highway	ALL Ages Call (709) 432-2930 between 8:30 a.m. – 4:30 p.m.http://www.gov.nl.ca/covid-19/vaccine/gettheshot/
Grand Bank	Dr. S Beckley Health Centre, 3 Grandview Boulevard	ALL Ages Call (709) 832-1602 between 8:30 a.m. – 4:30 p.m.
Heart’s Delight-Islington	Health and Community Service Clinic, 395 Main Road	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 588-2565 between 8:30 a.m. – 4:30 p.m.
Holyrood	Health and Community Service Clinic, 363 Conception Bay Highway	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 229-1551 between 8:30 a.m. – 4:30 p.m.
Lethbridge	Health and Community Service Clinic, 73 Forest Drive	ALL Ages www.gov.nl.ca/covid-19/vaccine/gettheshot/
Marystown	Health and Community Service Clinic, 10-12 Industrial Park Road	ALL Ages www.gov.nl.ca/covid-19/vaccine/gettheshot/
Old Perlican	Health and Community Service Clinic, 438 Station Drive	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 587-2370 between 8: 30 a.m. – 4:30 p.m.
Placentia	Health and Community Service Clinic, 1 Corrigan Place	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 227-3641 between 8:30 a.m. – 4:30 p.m.
Placentia West (Burin Peninsula)	Placentia West Medical Clinic	ALL Ages Call (709) 443-2100 between 8:30 a.m. – 4:30 p.m.
St. Bride’s	Health and Community Service Clinic, Main Road	ALL Ages Call (709) 227-3641 between 8:30 a.m. – 4:30 p.m.
St. John’s and Surrounding Areas	Mount Pearl Vaccination Clinic, 760 Topsail Road Major’s Path Clinic, 35 Major’s Path	ALL Ages www.gov.nl.ca/covid-19/vaccine/gettheshot/
St. Mary’s	Health and Community Service Clinic, 2 Dillons Lane	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 229-1551 between 8:30 a.m. – 4:30 p.m.
Trepassey	Health and Community Service Clinic, Main Road	ALL Ages Call (709) 438-2890 between 8:30 a.m. – 4:30 p.m.
Whitbourne	Health and Community Service Clinic, 39 Main Road	12 years of age and over www.gov.nl.ca/covid-19/vaccine/gettheshot/11 years of age and under Call (709) 759-4022 between 8:30 a.m. – 4:30 p.m.
St. Lawrence	U.S. Memorial Health Centre, 1 Memorial Drive	ALL Ages Call (709) 873-2880 between 8:30 a.m. – 4:30 p.m.

Clinics available through www.gov.nl.ca/covid-19/vaccine/gettheshot/.

Location	Date	Clinic Details
Bay Roberts, Health and Community Service Clinic, Dawe Building, 11-17 Bareneed Road	Wednesday, September 13, 2023	9:30 a.m. to 12:00 p.m.
Bonavista, Health and Community Service Clinic, 139-145 Coster Street	Wednesday, September 20, 2023	10:00 a.m. to 12:00 p.m.
Carbonear, Health and Community Service Clinic, 15A Industrial Crescent	Tuesday, September 5 and 19, 2023	1:30 p.m. to 4:00 p.m.
Clarenville, Health and Community Service Clinic, 5 Coish Place	Wednesday, September 6 and 27, 2023	1:30 p.m. to 3:30 p.m.
Lethbridge, Health and Community Service Clinic, 73 Forest Drive	Wednesday, September 6, 2023	10:00 a.m. to 12:00 p.m.
Marystown, Health and Community Service Clinic, 10-12 Industrial Park Road	Wednesday, September 13, 2023	1:00 p.m. to 3:00 p.m.
Mount Pearl, Mount Pearl Square, 760 Topsail Road	Wednesday, September 6, 13, 20 and 27, 2023	10:00 a.m. to 4:00 p.m.
Whitbourne, Health and Community Service Clinic, 39 Main Road	Monday, September 25, 2023	9:30 a.m. to 12:00 p.m.

For current and former clients

Credit monitoring and identity theft protection for clients

Who can enroll

Clients who have received services from Eastern Health at any time are being offered access to credit monitoring and identity theft protection services for a period of two (2) years from the date of enrollment, at no cost to them. Individuals who have previously registered for these services, do not need to register again. Current and former employees, who have also been clients, do not need to sign up with Equifax twice, and should enroll for the Equifax service as current or former employees.

The deadline to register for these services was September 30, 2023.

NL Health Services is working with Equifax to directly notify applicable individuals that coverage for credit monitoring and identity theft protection services has been extended from two (2) years to five (5) years. This adjustment from 2-year to 5-year coverage ensures that all those individuals impacted by the privacy breach in October 2021, who chose to register for Equifax services prior to the deadline of September 30, 2023, receive the same length of coverage regardless of the type of information they had taken during the cyber-attack.

A client is a person who receives health–care services.

Eligibility

This service is available to any clients over the age of eighteen (18) who have a Canadian credit file. For those living outside of Canada, coverage will depend on the availability of the service in their region. This service allows individuals to monitor their credit and identity information, as well as detect and respond to fraudulent credit activity.

The deadline to register for these services was September 30, 2023.

Service details

Clients who enroll will have access to the Equifax Complete™ Premier service package and will receive the following benefits for a period of two (2) years from the date of enrollment:

Lost Wallet Assist: One-stop assistance in cancelling and reissuing your credit or debit cards, driver’s license, SIN card, insurance cards, passport, and traveler’s checks when your wallet is lost or stolen;
WebDetect™ (Internet/web scanning): Receive alerts when Equifax detects your personal information (e.g. SIN or credit card number) is being used on the Internet;
Daily credit monitoring with email notifications of key changes to your credit profile;
Unlimited access to your Equifax Credit Score™ and report;
Identity Restoration: A dedicated Identity Restoration Specialist will work on your behalf to restore your identity should you become a victim of identity theft;
Up to $1,000,000 of identity theft insurance (further terms, conditions, and exclusions relating to coverage will be available in your policy upon enrollment);
Ability to view how your score trends over time.

NOTE: In order to avail of the WebDetect™ (Internet/web scanning) feature, users must first complete the Equifax enrollment process and then, they must set up the web scan feature through their Equifax account. This benefit is included in the Equifax coverage but requires an extra step to set up.

Expiry information for clients

The unique activation code for clients expired on September 30, 2023.

Support

Equifax assistance for clients

Clients who have questions about the Equifax enrollment, product information or related inquiries, can call the dedicated Equifax assistance line for clients at 1-866-547-2429, from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

Eligible individuals who are not able to enroll on the Equifax credit monitoring services, are encouraged to seek out a support person (caregiver, family member or friend) to assist them with this process on their behalf.

Provincial call centre

Clients who have any questions about their personal health information as it relates to this cyber-attack can contact the toll-free provincial information line at 1-833-718-3021.

Further information, including a list of frequently asked questions, is available on the Government of Newfoundland and Labrador website.

Mental health resources for clients

We recognize that this is stressful for many people. Below is a list of mental health supports available to you:

Bridgethegapp.ca: Online mental health and wellness resources
CHANNAL Warm Line: 1-855-753-2560
Provincial Mental Health Crisis Line: 811
Doorways in-person counselling mental health services.
Wellness Together Canada Portal: https://wellnesstogether.ca/en-CA
Full listing of mental health and addiction services at: mha.easternhealth.ca.

Frequently asked questions for clients

What is Eastern Health doing in response to this privacy breach?
How do I know if my information has been affected?
What benefits are included in the Equifax program?
If my information is misused before I receive an activation code, will the Equifax protection and insurance apply?
Are the estates of deceased clients eligible for Equifax coverage?
If I received an error message while trying to enroll in Equifax, is my SIN or other information now at risk?
When and how will I receive an alert after I have enrolled in the Equifax Complete™ Premier service?
What happens if my Equifax account is flagged with an alert for fraudulent activity?
What does Identity Restoration entail?
What is included in the fraud insurance?
Can Equifax determine if a specific fraud alert is linked to the recent cyber events in NL?
Is Eastern Health offering enrollment in TransUnion as well?
Should I sign up for both Equifax and TransUnion?
What if I have further questions?
What is identity theft and why should I be concerned about it?

1. What is Eastern Health doing in response to this privacy breach?

Eastern Health has been engaged with the Newfoundland and Labrador Centre for Health Information (NLCHI), along with the Department of Health and Community Services and other regional health authorities, as they worked to restore provincial health-care IT systems and investigate the nature and impact of this incident.

The Newfoundland and Labrador Office of the Information and Privacy Commissioner (OIPC), the RCMP, the Canadian Centre for Cyber Security, and other external agencies were immediately notified, and investigations are now complete.

To help protect your personal health information, Eastern Health has entered into a contract with Equifax. Affected clients who have received services from Eastern Health at any time were offered access to credit monitoring and identity theft protection services for a period of two (2) years from the date of enrollment, at no cost to them. This service is available to any client over the age of eighteen (18) who has a Canadian credit file. For those living outside of Canada, coverage will depend on the availability of the service in their region. This service allows individuals to monitor their credit and identity information, as well as detect and respond to fraudulent credit activity. The deadline to register for these services was September 30, 2023.

Eastern Health patients whose SIN and banking/financial information was breached are offered five (5) years of credit monitoring and identify theft protection at no cost to them.

Equifax has established a dedicated support line for clients about questions related to Equifax enrollment, product information and other related inquiries. The support line can be reached at 1-866-547-2429. It is open from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

A provincial call centre has been established for general inquiries related to this incident. The toll-free number is 1-833-718-3021.

2. How do I know if my information is affected?

Currently, it has been determined that some personal health information relating to clients who received services from Eastern Health at any time was taken from Eastern Health systems. While some patients were notified directly by mail, all clients could avail of credit monitoring and identity theft protection services at no cost to them by the September 30, 2023 deadline.

In addition, it has been determined that social insurance numbers (SINs) for some patients were involved in this breach. Approximately 1,970 Eastern Health patients had SINs breached and, because more than half of these patients are now deceased, approximately 900 Eastern Health patients were sent direct notification by mail. In December 2021, letters were sent to Eastern Health patients whose SIN was breached with an offer of five (5) years of credit monitoring and identify theft protection at no cost to them. It has since been determined that SINs for less than 20 patients and banking/financial information for less than five patients was involved in the breach (reported December 2022). These individuals were sent direct notification by mail with an offer of five (5) years of credit monitoring and identify theft protection at no cost to them.

If you believe your information may be impacted, you can take steps to protect your identity and credit. If you suspect that your Social Insurance Number is being used fraudulently, Service Canada advises taking the following steps:

File a complaint with the police. Ask for the case reference number and the officer’s name and telephone number. If you choose to obtain a copy of the police report, make sure it states your name and SIN.
Contact the Canadian Anti-Fraud Centre at 1-888-495-8501. The national anti-fraud call centre is jointly managed by the Royal Canadian Mounted Police, Ontario Provincial Police and Competition Bureau Canada. They provide advice and assistance about identity theft.
Contact Canada’s two national credit bureaus (Equifax or TransUnion). Ask for a copy of your credit report. Review it for any suspicious activity. Also check to see if your credit file should be flagged (fees may be applicable). To obtain additional information regarding fees and other requirements, please contact: Equifax: 1-800-465-7166 and TransUnion: 1-800-663-9980.
Inform your bank and creditors by phone and in writing about any irregularities.
Report any irregularities in your mail delivery to Canada Post, for example, opened envelopes, missing financial statements or documents.
Visit a Service Canada office and bring all the necessary documents with you proving fraud or misuse of your SIN. Also bring an original identity document (your birth certificate, or immigration or citizenship document). Service Canada officials will review your information and provide you with assistance and guidance.

Alert the CRA: You can report suspected fraud or identity theft with the Canada Revenue Agency by calling them at 1-800-959-8281.

3. What benefits are included in the Equifax program?

Each individual who enrolled will have access to the Equifax Complete™ Premier service package and will receive the following benefits for a period of two (2) years from the date of enrollment:

Lost Wallet Assist: One-stop assistance in cancelling and reissuing your credit or debit cards, driver’s license, SIN card, insurance cards, passport, and traveler’s checks when your wallet is lost or stolen;
WebDetect™ (Internet/web scanning): Receive alerts when Equifax detects your personal information (e.g. SIN or credit card number) is being used on the Internet;
Daily credit monitoring with email notifications of key changes to your credit profile;
Unlimited access to your Equifax Credit Score™ and report;
Identity Restoration: A dedicated Identity Restoration Specialist will work on your behalf to restore your identity should you become a victim of identity theft;
Up to $1,000,000 of identity theft insurance (further terms, conditions, and exclusions relating to coverage will be available in your policy upon enrollment);
Ability to view how your score trends over time.

NOTE: In order to avail of the WebDetect™ (Internet/web scanning) feature, users must first complete the Equifax enrollment process and then, they must set up the web scan feature through their Equifax account. This benefit is included in the Equifax coverage but requires an extra step to set up.

4. If my information is misused before I receive an activation code, will the Equifax protection and insurance apply?

Equifax agents can assist with an issue that is discovered as part of the enrollment process. A change in your credit file will only trigger an alert after you have enrolled in the program. However, as part of the enrollment process, you will be provided with a fresh copy of your credit report, which will allow you to review and detect issues that occurred prior to enrollment. You may then be able to avail of the identity restoration services or make an ID theft insurance claim. Please ensure you inform the restoration agent or insurance carrier that the issue was discovered as part of the enrollment process.

If you notice unusual activity in your accounts, please report it to the appropriate authorities and contact your providers immediately.

5. Are the estates of deceased clients eligible for Equifax coverage?

Once a credit file is flagged as deceased, it is locked and cannot be monitored by Equifax. If you are the spouse of a deceased Eastern Health client, please call the provincial information toll-free line 1-833-718-3021 to obtain an Equifax Activation Code.

6. If I received an error message while trying to enroll in Equifax, is my SIN or other information now at risk?

No, Equifax is a secure website. Your information is not at risk from the Equifax enrollment process.

7. When and how will I receive an alert after I have enrolled in the Equifax Complete™ Premier service?

Individuals who sign up for the Equifax Complete™ Premier service will receive two different types of alerts, as follows:

1. Credit Monitoring

- Equifax will alert you by email if there’s a change in your credit report. You will receive an alert for any of the following changes:
- New hard credit inquiries
- New deposit account inquiries
- Name change
- New collection accounts
- New accounts
- New bankruptcies
- New or changes to public records
- Changes to existing accounts
- Change of address

Once you are enrolled, you have the ability to change the settings for which alerts to receive. You also have the ability via the settings in your Equifax account to request alerts if your credit score drops below a certain level (you set the level), rises above a certain level (you set the level), or changes status (for example, from ‘Good’ to ‘Fair’). These alert setting can be customized through your Equifax Complete™ Premier account.

2. WebScan (Dark Web / Internet Monitoring)

Once you enroll, you will have the ability to set up Dark Web scanning in your account settings.

Equifax will search suspicious websites for information. The options for Dark Web scanning include searches for: your SIN, passport, bank accounts, credit cards, and email addresses. If any of the information you enter is found on the internet, you will receive an alert.

Equifax will then provide recommendations and instructions on how you should address the alert. The instructions may vary depending on the nature of the alert.

8. What happens if my Equifax account is flagged with an alert for fraudulent activity?

If you receive an alert from Equifax that there is possible fraudulent activity associated with your personal information, Equifax will provide instructions in response to the alert. Any questions relating to these instructions should be directed the dedicated Equifax assistance line for clients at 1-866-547-2429, from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

If you notice a suspicious charge on your credit card statement, or suspicious activity in your bank account, you should reach out immediately to the credit card issuer or bank. You should also reach out to Equifax to inquire if you are eligible to avail of the identity restoration service or the ID fraud insurance included in your Equifax service.

9. What does Identity Restoration entail?

Equifax’s Identity Restoration service includes access to an Identity Restoration Specialist who will:

Guide you step by step through the Identity Restoration process and help you understand your options as a victim of identity theft;
Contact creditors, merchants, financial institutions, and other third parties where identity theft occurred to alert them of fraud, dispute transactions, and resolve identity theft;
Place fraud alerts with Equifax and TransUnion;
Document and organize correspondence in case of additional fraud events.

10. What is included in the fraud insurance?

If you become a victim of identity theft, Equifax will reimburse the identity up to $1,000,000 for certain out of pocket expenses, such as:

Lost wages from time taken to re-establish identity;
Fees associated with re-filing applications for loans, grants, or other credit;
Costs for notarizing affidavits or other similar documents, long distance telephone calls, travel and postage from your efforts to report an identity fraud
Legal fees up to $125 per hour, for defense of any legal action brought against you as a result of the identity fraud

Please note that the fraud insurance included in your Equifax Complete™ Premier service does not cover “recovery of actual financial losses of any kind from acts of fraud or identity theft.” Other terms and conditions are set out in the insurance policy.

11. Can Equifax determine if a specific fraud alert is linked to the recent cyber events in NL?

No, if you receive an alert on your Equifax account suggesting fraudulent activity, Equifax is unable to determine whether the fraudulent activity is associated with any particular event or breach of information.

12. Is Eastern Health offering enrollment in TransUnion as well?

No, Eastern Health is offering protection to individuals through Equifax only. If you choose to enroll in TransUnion, you are solely responsible for any cost associated with that service.

13. Should I sign up for both Equifax and TransUnion?

Whenever credit is issued, the body issuing the credit (for example, a bank) will check your credit history via either Equifax or TransUnion prior to issuing the credit. If your SIN is used fraudulently to obtain credit, the initial credit check by the issuing body may occur through TransUnion instead of Equifax.

If you are enrolled in both TransUnion and Equifax, you would receive an alert on one of these accounts prior to the credit being issued, depending on whether the issuing body uses TransUnion or Equifax. As a result, you may be able to act in time to prevent the credit from being issued.

If you are enrolled in Equifax only and the credit issuing body checks your credit history via TransUnion instead of Equifax in response to someone fraudulently attempting to obtain credit using your SIN, you will not receive an alert through your Equifax account until the credit has been issued.

The Equifax Complete™ Premier credit monitoring will alert you when any new credit is issued that is associated with your Social Insurance Number regardless of whether the third-party issuing the credit checks your credit via Equifax or TransUnion. Therefore, if your social insurance number is used to fraudulently obtain credit in your name, your Equifax account will be flagged and you will be alerted when the credit is issued. You will then be able to take steps to correct the fraudulent activity and have it cancelled.

According to Equifax, Equifax accounts for approximately 70% of the market in Canada.

As noted, Eastern Health is offering protection to individuals through Equifax only. If you choose to enroll in TransUnion, you are solely responsible for any cost associated with that service.

14. What if I have further questions?

A provincial call centre has been established for inquiries related to this incident. The toll-free number is 1-833-718-3021.

If you have questions related to your patient, client or resident Equifax enrollment, product information or other related inquiries, please call the dedicated Equifax assistance line for clients at 1-866-547-2429, from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

15. What is identity theft and why should I be concerned about it?

For more information about identity theft and why you should be concerned about it, please see Digital Government and Service NL’s guidance on “Reducing the Risk of Identity Theft.”

For current and former employees, physicians and locums

Credit monitoring and identity theft protection

Who can enroll

Current and former employees, physicians and locums of Eastern Health over the past 28 years (prior to the October 2021 cyber-attack) are being offered access to credit monitoring services for a period of five (5) years from the date of enrollment, at no cost to them. This service is being offered to current and former employees, physicians and locums for five (5) years as opposed for the two (2) years being offered for patients given the difference in the type of information that was stolen. The deadline to register for these services was September 30, 2023.

Eligibility

This service is available to current and former Eastern Health employees, physicians and locums, over the age of eighteen (18) who have a Canadian credit file. For those living outside of Canada, coverage will depend on the availability of the service in their region. This service allows individuals to monitor their credit and identity information, as well as detect and respond to fraudulent credit activity. The deadline to register for these services was September 30, 2023.

Service details

Each current and former employee who enrolls will have access to the Equifax Complete™ Premier service package and will receive the following benefits for a period of five (5) years from the date of enrollment:

Lost Wallet Assist: One-stop assistance in cancelling and reissuing your credit or debit cards, driver’s license, SIN card, insurance cards, passport, and traveler’s checks when your wallet is lost or stolen;
WebDetect™ (Internet/web scanning): Receive alerts when Equifax detects your personal information (e.g. SIN or credit card number) is being used on the Internet;
Daily credit monitoring with email notifications of key changes to your credit profile;
Unlimited access to your Equifax Credit Score™ and report;
Identity Restoration: A dedicated Identity Restoration Specialist will work on your behalf to restore your identity should you become a victim of identity theft;
Up to $1,000,000 of identity theft insurance (further terms, conditions, and exclusions relating to coverage will be available in your policy upon enrollment);
Ability to view how your score trends over time.

Expiry information for current and former employees

Activation codes for current and former employees, physicians and locums expired on September 30, 2023.

Support

Equifax assistance for current and former employees, physicians and locums

Equifax has established a dedicated support line for current and former employees with questions related to Equifax enrollment, product information and other related inquiries. The Equifax assistance line for current and former employees is 1-866-820-9143. It is open from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

Provincial call centre

Current and former employees who have any questions about their personal health information as it relates to this cyber-attack, can contact the toll-free provincial information line at 1-833-718-3021.

Further information, including a list of frequently asked questions, is available on the Government of Newfoundland and Labrador website.

Mental health resources

We recognize that this is stressful for many people. Below is a list of mental health supports available to you:

Bridgethegapp.ca: Online mental health and wellness resources
CheckWithEva.ca: Virtual assistance that connects current and former employees with the most appropriate mental health support. This resource is 100% confidential and anonymous.
Full listing of mental health and addiction services at: mha.easternhealth.ca.

Frequently asked questions for current and former employees, physicians and locums

What is Eastern Health doing in response to this privacy breach?
How do I know if my information has been affected?
What benefits are included in the Equifax program?
Is the Equifax coverage the same for both current and former employees?
I am a current or former employee, and I have also received health services from Eastern Health, do I need to enroll twice with Equifax?
If my information is misused before I receive an activation code, will the Equifax protection and insurance apply?
Are the estates of deceased former employees eligible for Equifax coverage?
If I received an error message while trying to enroll in Equifax, is my SIN or other information now at risk?
When and how will I receive an alert after I have enrolled in the Equifax Complete™ Premier service?
What happens if my Equifax account is flagged with an alert for fraudulent activity?
What does Identity Restoration entail?
What is included in the fraud insurance?
Can Equifax determine if a specific fraud alert is linked to the recent cyber events in NL?
Is Eastern Health offering enrollment in TransUnion as well?
Should I sign up for both Equifax and TransUnion?
Where can I direct further questions?

1. What is Eastern Health doing in response to this privacy breach?

To help protect your personal information, Eastern Health has entered into a contract with Equifax. Affected individuals who have worked for Eastern Health any time in the 28-year period prior to the October 2021 cyber-attack were offered access to credit monitoring and identity theft protection services for a period of five years from the date of enrollment, at no cost to them. This service is available to all current employees and former employees, physicians and locums over the age of 18, who have a Canadian credit file. For those living outside of Canada, coverage will depend on the availability of the service in their region. This service allows individuals to monitor their credit and identity information, as well as detect and respond to fraudulent credit activity. The deadline to register for these services was September 30, 2023.

Equifax has established a dedicated support line for questions related to Equifax enrollment, product information and other related inquiries. The Equifax assistance line for current and former employees can be reached at 1-866-820-9143. It is open from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

A provincial call centre has been established for inquiries related to this incident. The number is 1-833-718-3021.

2. How do I know if my information is affected?

Some of the personal information of current and former employees, physicians and locums was taken during a cyber incident in October 2021. This includes information such as: name, address, contact information, and social insurance number (SIN) of employees of Eastern Health over approximately the last 28 years (prior to the October 2021 cyber-attack). In addition, some human resources and administrative information has been affected by the breach. Affected individuals will be notified of this breach by mail. Individuals should follow the regular process, as previously outlined, to register for credit monitoring and identity theft protection services by the September 30, 2023 deadline.

If you believe your information may be impacted, you can take steps to protect your identity and credit. If you suspect that your Social Insurance Number (SIN) is being used fraudulently, Service Canada advises taking the following steps:

File a complaint with the police. Ask for the case reference number and the officer’s name and telephone number. If you choose to obtain a copy of the police report, make sure it states your name and SIN.
Contact the Canadian Anti-Fraud Centre at 1-888-495-8501. The national anti-fraud call centre is jointly managed by the Royal Canadian Mounted Police, Ontario Provincial Police and Competition Bureau Canada. They provide advice and assistance about identity theft.
Contact Canada’s two national credit bureaus (Equifax or TransUnion). Ask for a copy of your credit report. Review it for any suspicious activity. Also check to see if your credit file should be flagged (fees may be applicable). To obtain additional information regarding fees and other requirements, please contact: Equifax: 1-800-465-7166 and TransUnion: 1-800-663-9980.
Inform your bank and creditors by phone and in writing about any irregularities.
Report any irregularities in your mail delivery to Canada Post, for example, opened envelopes, missing financial statements or documents.
Visit a Service Canada office and bring all the necessary documents with you proving fraud or misuse of your SIN. Also bring an original identity document (your birth certificate, or immigration or citizenship document). Service Canada officials will review your information and provide you with assistance and guidance.

Alert the CRA: You can report suspected fraud or identity theft with the Canada Revenue Agency by calling them at 1-800-959-8281.

3. What benefits are included in the Equifax program for current and former employees?

Current and former employees, physicians and locums who enrolled, will have access to the Equifax Complete™ Premier service package and will receive the following benefits for a period of five (5) years from the date of enrollment, at no cost:

Lost Wallet Assist: One-stop assistance in cancelling and reissuing your credit or debit cards, driver’s license, SIN card, insurance cards, passport, and traveler’s checks when your wallet is lost or stolen;
WebDetect™ (Internet/web scanning): Receive alerts when Equifax detects your personal information (e.g. SIN or credit card number) is being used on the Internet;
Daily credit monitoring with email notifications of key changes to your credit profile;
Unlimited access to your Equifax Credit Score™ and report;
Identity Restoration: A dedicated Identity Restoration Specialist will work on your behalf to restore your identity should you become a victim of identity theft;
Up to $1,000,000 of identity theft insurance (further terms, conditions, and exclusions relating to coverage will be available in your policy upon enrollment);
Ability to view how your score trends over time.

4. Is the Equifax coverage the same for current, former employees and clients?

The benefit package offered by Equifax for credit monitoring and identity theft protection is the same for both current and former affected employees.

This service is being offered to current and former employees, physicians and locums for five (5) years as opposed for the two (2) years being offered for patients given the difference in the type of information that was stolen.

5. I am a current or former employee, and I have also received health services from Eastern Health, do I need to enroll twice with Equifax?

No, if you are or were a current or former employee at any time in the 28-year period prior to the October 2021 cyber-attack, as well as a client of Eastern Health at any time, you do not need to enroll in the Equifax service twice. To obtain the maximum benefit, use the Activation Code that was provided to you as an employee or former employee to enroll in the service and avail of the Equifax package for five (5) years.

This service is being offered to current and former employees, physicians and locums for five (5) years as opposed for the tow (2) years being offered for patients given the difference in the type of information that was stolen.

6. If my information is misused before I receive an activation code, will the Equifax protection and insurance apply?

Equifax agents can assist with an issue that is discovered as part of the enrollment process. A change in your credit file will only trigger an alert after you have enrolled in the program. However, as part of the enrollment process, you will be provided with a fresh copy of your credit report, which will allow you to review and detect issues that occurred prior to enrollment. You will then be able to avail yourself of the identity restoration services or make an ID theft insurance claim. Please ensure you inform the restoration agent or insurance carrier that the issue was discovered as part of the enrollment process.

If you notice unusual activity in your accounts, please report it to the appropriate authorities and contact your providers immediately.

7. Are the estates of deceased former employees eligible for Equifax coverage

Once a credit file is flagged as deceased, it is locked and cannot be monitored by Equifax. If you are the spouse of a deceased former Eastern Health employee, please call 1-833-718-3021 to determine if you are eligible for Equifax coverage related to this incident.

8. If I received an error message while trying to enroll in Equifax, is my SIN or other information now at risk?

No, Equifax is a secure website. Your information is not at risk from the Equifax enrollment process.

9. When and how will I receive an alert after I have enrolled in the Equifax Complete™ Premier service?

Individuals who sign up for the Equifax Complete™ Premier service will receive two different types of alerts, as follows:

Credit Monitoring

- Equifax will alert you by email if there’s a change in your credit report. You will receive an alert for any of the following changes:
- New hard credit inquiries
- New deposit account inquiries
- Name change
- New collection accounts
- New accounts
- New bankruptcies
- New or changes to public records
- Changes to existing accounts
- Change of address

2. WebScan (Dark Web / Internet Monitoring)

Once you enroll, you will have the ability to set up Dark Web scanning in your account settings.

Equifax will then provide recommendations and instructions on how you should address the alert. The instructions may vary depending on the nature of the alert.

10. What happens if my Equifax account is flagged with an alert for fraudulent activity?

If you receive an alert from Equifax that there is possible fraudulent activity associated with your personal information, Equifax will provide instructions in response to the alert. Any questions relating to these instructions should be directed to the dedicated Equifax telephone line. The Equifax assistance line for current and former employees can be reached at 1-866-820-9143. It is open from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

11. What does Identity Restoration entail?

Equifax’s Identity Restoration service includes access to an Identity Restoration Specialist who will:

Guide you step by step through the Identity Restoration process and help you understand your options as a victim of identity theft.
Contact creditors, merchants, financial institutions, and other third parties where identity theft occurred to alert them of fraud, dispute transactions, and resolve identity theft.
Place fraud alerts with Equifax and TransUnion.
Document and organize correspondence in case of additional fraud events.

12. What is included in the fraud insurance?

If you become a victim of identity theft, Equifax will reimburse the identity up to $1,000,000 for certain out of pocket expenses, such as:

Lost wages from time taken to re-establish identity.
Fees associated with re-filing applications for loans, grants, or other credit.
Costs for notarizing affidavits or other similar documents, long distance telephone calls, travel and postage from your efforts to report an identity fraud.
Legal fees up to $125 per hour, for defense of any legal action brought against you as a result of the identity fraud.

Please note that the fraud insurance included in your Equifax Complete™ Premier service does not cover “recovery of actual financial losses of any kind from acts of fraud or identity theft.”

13. Can Equifax determine if a specific fraud alert is linked to the recent cyber events in NL?

14. Is Eastern Health offering enrollment in TransUnion as well?

Eastern Health is offering protection to employees through Equifax only. If you choose to enroll in TransUnion, you are solely responsible for any cost associated with that service.

15. Should I sign up for both Equifax and TransUnion?

According to Equifax, Equifax accounts for approximately 70 per cent of the market in Canada.

As noted, Eastern Health is offering protection to employees through Equifax only. If you choose to enroll in TransUnion, you are solely responsible for any cost associated with that service.

16. Where can I direct further questions?

A provincial call centre has been established for inquiries related to this incident. The number is 1-833-718-3021.