Service updates

A number of acute services that were previously impacted by the province-wide IT outage are continuing to resume. Progress continues with many program areas able to resume services at full capacity. Patients and clients are advised that periodic service interruptions are anticipated as systems are gradually brought online. 

 

Appointments

Appointments for the following areas are proceeding as scheduled. Patients will no longer be contacted directly to confirm that appointments are going ahead, and patients should proceed to their appointments as communicated by their health-care provider or appointment letter. 

For all other appointments, patients and clients are being contacted directly if their appointment is going ahead including those who need to travel a long distance for their appointment. This includes chemotherapy appointments in St. John’s and across the Eastern Health region; patients will be contacted directly with their appointment or advised of their next appointment during their visit to the health-care facility. 

If patients and clients have not been contacted directly, they should assume that their appointments have been cancelled.

  • Patients are advised to answer unknown telephone numbers as it may be your health-care team calling to schedule an appointment.
  • In addition, for those patients who are travelling long distances for an appointment, where possible, time will be given to accommodate those travel needs.

Eastern Health is working through a process to reschedule appointments based on clinical priority, and is starting to work on scheduling some surgeries and procedures that can be performed safely.

Patients who have questions regarding appointments, procedures and surgeries scheduled during this time period may call the temporary patient inquiries line: 1-833-777-1276 (Monday to Friday, 8:00 a.m. to 4:00 p.m.)

Email and fax systems have been restored. A listing of frequently called numbers, including health appointments phone lines by department area, is available on our contact us page at: https://www.easternhealth.ca/contactus/. Phone systems and voicemails are now largely operational.   

Patients who attend appointments at private doctors’ clinics are encouraged to check with those clinics directly.


Services that are going ahead

In addition to emergent and urgent services: 

Community-based services continue to be available through our community offices, as follows:


Service updates 

Children and Women’s Health services

  • Appointments have resumed at the Janeway Children’s Health and Rehabilitation Centre, as well as women’s health clinics at the Health Sciences Centre. Patients will be notified regarding their appointments. 

Out-Patient Ambulatory services

  • Patients will be notified regarding their appointments. 

Echocardiogram

  • Appointments have resumed and patients will be contacted directly to schedule echocardiogram appointments at the Health Sciences Centre and rural health-care sites.

Cardiac/Critical Care services

  • Patients scheduled for appointments or procedures, including appointments in the Cardiac Cath Lab at the Health Sciences Centre from Monday, November 29 to Friday, December 3, 2021, will be contacted directly to confirm their appointment.

Regional Surgical services

  • Patients scheduled for appointments or procedures from Monday, November 29 to Friday, December 3, 2021, will be contacted directly to confirm their appointment. 

Endoscopy services

  • Patients will be notified regarding their appointments. 

Online Booking: Blood collection at Major’s Path Clinic, St. John’s 

Blood Collection

Patients who were previously booked for outpatient blood collection starting on November 15, should proceed to their appointments. The process for those who have missed their blood collection appointments are as follows:

St. John’s and rural Avalon

  • Any patient who missed their appointment from November 1 to 12 must call their local number which can be found at www.easternhealth.ca/find-health-care/blood-collection/ to rebook their appointment starting on Monday, November 15.
  • Patients who are booking new appointments must bring their laboratory requisition to the appointment as physicians are unable to submit requisitions directly to the collection site.  Please note if your physician submitted the requisition before October 29, it will still be available at the designated site.

Clarenville, Bonavista and Burin Peninsulas

  • Eastern Health will contact clients directly to reschedule appointments which were missed from November 1 to 12.
  • Patients who are booking new appointments must bring their laboratory requisition to the appointment as physicians are unable to submit requisitions directly to the collection site.  Please note if your physician submitted the requisition before October 29, it will still be available at the designated site.

In addition, inpatient laboratory services have resumed effective November 12 and routine orders for laboratory services can now be placed.

Medical Imaging

  • As of November 26, 2021, all appointments for Medical Imaging are proceeding as scheduled, including: MRI (Magnetic Resonance Imaging), CT scan (Computed Tomography), ultrasound, mammography, X-ray, nuclear medicine, PET scan (Positron Emission Tomography) and BMD (bone mineral densitometry). Patients with scheduled appointments (as of Friday, November 26) can proceed to their appointments. 

Provincial Cancer Care Program Updates

  • Chemotherapy appointments: Chemotherapy appointments are proceeding at full capacity. For appointments in St. John’s, patients will be contacted directly with their appointment. For appointments in Gander, Grand Falls-Windsor, and Corner Brook, patients should follow their regular schedules as previously provided.  

  • Radiation therapy treatment appointments: Radiation therapy treatments are proceeding at full capacity. Patients should follow their regular schedule.   

  • Clinic appointments, Provincial Cancer Care Program: All clinic appointments are proceeding as previously scheduled. These include physician, social work, dietitian, and pharmacy appointments.  

  • Routine Cancer Screening: Routine cancer screening is now available.

  • Please note that the cancer care program is now able to accept telephone messages. To speak to a member of the cancer care team, please call 709-777-6480. Patients are also advised to answer unknown telephone numbers as it may be your health-care team calling to schedule an appointment. 

  • In addition, cancer patient navigators are located across the province to support patients and their families, and help to access services. To contact a cancer patient navigator, please call: 1-855-848-3888 (toll-free). 

Dr. L.A. Miller Centre

  • Palliative Care Consult Service: Individuals with a booked appointment or existing clients who require an appointment are asked to call 709-777-7303 to confirm or reschedule their appointment.
  • Geriatric Medicine and Rehabilitation Medicine: Some appointments will continue by telephone or video and clients will be called to schedule an appointment. In-person physician appointments are not proceeding. For more information, clients can call 709-777-2007 (Geriatric Medicine Physicians) or 709-777-2568 (Rehabilitation Physicians).
  • Day Hospital, Therapy, Prosthetic/Orthotics/Seating Appointments: Appointments are continuing for previously scheduled clients. For more information, clients can call 709-777-6501 or 709-777-6560 (Therapy Appointments) or 709-777-6470 (Prosthetic/Orthotics/Seating Appointments).
  • Chronic Pain and Disability Management: Appointments will continue by telephone or video, and clients will be called to schedule an appointment. For more information, clients can call 709-777-7048.
  • Medical Assistance in Dying: An update will be provided when this service resumes.
  • Home Dementia Care Program: Existing appointments for this week are going ahead. Scheduling of new assessments is on hold. Fax and email referrals are not being received at this time.

Mental Health and Addictions

  • DoorWays: Single session counselling services continue to be available in the region. Please contact the following numbers to discuss counselling options and arrange a session:
    • St. John’s: 709-752-4903
    • Rural Avalon: 709-945-6513/683-6899
    • Clarenville: 709-466-5700
    • Burin Peninsula: 709-279-7900
    • Bonavista: 709-468-5318
  • Psychiatry Clinics: Psychiatry clinics resumed on Friday, November 5, 2021. Clients who have a scheduled appointment and who have not already been contacted to confirm should call the appropriate clinic listed below, prior to their visit. Clients should be ready to provide their Medical Care Plan (MCP) number, the time of their appointment and their psychiatrist’s name at the time of their call. As message managers are not working at all sites and phone lines are busy, we appreciate your patience as we work through this process:

    • Janeway Hospital: 709-777-4197 or 709-777-4476
    • Geriatric Psychiatry, Dr. L.A. Miller Centre: 709-777 -6717
    • PIER Program: 709-777-3614
    • Terrace Clinic: 709-693-8926 or 709-685-0784
    • St. Clare’s Mercy Hospital: 709-777-5390
    • Waterford Hospital: 709-427-9602
    • Health Sciences Centre: 709-777-6740

    • For those that have missed scheduled psychiatry clinic appointments earlier in the week, you will be contacted to reschedule your appointment at a later date.
  • Day Treatment Program: All group programming for this week has been cancelled. Individual support is available; all current clients have been contacted.
  • Child & Adolescent Mental Health Addictions: Clients that have a previously scheduled mental health counselling appointment should call the appropriate service area listed below, prior to their visit. Clients should be ready to provide their Medical Care Plan (MCP) number, the time of their appointment and their clinician’s name at the time of their call:
    • Janeway Family Centre: 709-777-2011
    • Bridges Program: 709-777-7715
    • Janeway Outpatient Department: 709-777-4020
  • Clients who have a scheduled intake appointment with Child Central Intake, or would like to self-refer for service, can contact 709-777-2200.
  • Adult Mental Health and Addictions Services: Clients who have questions regarding a scheduled mental health or addictions counselling appointment, should call the phone number listed for their clinic below. Clients should be ready to provide their Medical Care Plan (MCP) number, the time of their appointment and their clinician’s name at the time of their call:
    • West Team, Mount Pearl Square: 709-752-4121
    • CBS Team, Villa Nova Plaza: 709-834-7921
    • Centre City Team, St. Clare’s Mercy Hospital 3W, Lemarchant House: 709-777-5622
    • Clarenville, Coish Place: 709-466-5700
    • Burin Peninsula: 709-279-7900
    • Bonavista, Hayley Building: 709-468-5318
    • Harbour Grace/Bay Roberts: 709-945-6513
    • Placentia/Whitbourne: 709-227-3641
    • Housing and Supportive Services: 709-777-1895 or 709-777-3341
    • Concurrent Addictions Specialized Treatment (CAST) / Sexology: 709-777-5074
    • Opioid Disorder Treatment (ODT) Hub, Building 532 Pleasantville: 709-752-4478
    • Grace Centre: 709-945-4500
    • The Recovery Centre: 709-752-4980 (Option 2)
    • East End Team/Terrace Clinic: Temporary new phone numbers are 709-693-8926 and 709-685-0784
    • FACT, St. John’s: The temporary new number is 709-777-3266
  • Services offered by the Flexible Assertive Community Team (FACT), Assertive Community Treatment Team (ACTT), CONNECT Teams and Trauma Program have not been affected and will continue at this time.
  • The HOPE Program: Services are going ahead unless clients are contacted. Clients who have questions may call 709-777-2041.
  • The Dialetical Behaviour Therapy (DBT) Rural Avalon group: Services are continuing, clients can reach out to their group facilitator if they are questions.
  • Virtual Addictions: Drop-in virtual groups are ongoing and participants can use the links provided from last week. Clients who have questions may call 709-752-4226.
  • Adult Central Intake: Clients who have a previously scheduled intake appointment with Adult Central Intake, or would like to self-refer for service, can call:
  • St. John’s: 709-752-8888. Fax and voicemail services are not available at this time.
    • Southern Avalon region (Holyrood, Whitbourne, Placentia Bay, St. Mary’s Bay): 709-227-3641. Voicemail is affected by the outage at this time.
    • Conception Bay North region (Bay Roberts, Harbour Grace, Old Perlican): 709-945-6513. Clients who do not receive a return call within 24-hours are encouraged to call again.
  • Mental Health Systems Navigator: Services are proceeding via phone at 709-752-3916 or toll-free at 1-877-999-7589. Email is not available at this time.

Community Supports Program

  • Clinical Services: Community health nurses, social workers and other clinicians are continuing to deliver services; however, there may be some delays. As well, new requests for flu vaccine for house-bound and very frail individuals, who are unable to access the vaccine through public clinics, pharmacies or physicians, are temporarily on hold.

  • Financial Services: Financial services for home support and other financial community supports are continuing.

    Please note, if you are unable to reach your case manager/financial assessment officer or need to reach Community Support for a referral, please call the temporary numbers 709-680-0147, 709-680-4314 or 709-597-9314 between 8:30 a.m. and 4:30 p.m., Monday through Friday.

    This service will collect your contact information and a summary of your inquiry and relevant staff will return your call. Please note that some calls may be returned from an unknown caller number so please make every effort to answer these calls if you are expecting a return call from Community Support.

  • After Hours Social Worker On-Call for Evenings and Weekends: Community Support clients, who have an urgent situation that requires immediate attention after hours or on weekends, can reach the social worker on-call at 709-631-9175.

  • Adult Protection Inquiries: Inquiries regarding adult protection can continue to be directed to 1-855-376-4957.

  • Special Assistance Program for Medical Equipment and Medical Supplies: Requests for medical equipment and repairs to medical equipment is continuing. New requests for medical supplies are being processed. Urgently required supplies are being prioritized as there are delays in regular medical supply deliveries. To inquire about medical supplies that are required on an urgent basis, please call the temporary number 709-327-7872 between 8:30 a.m. and 4:30 p.m., Monday through Friday.

Grief and Bereavement Services and Provincial Ethics Services

  • In addition, grief and bereavement services and provincial ethics services can be contacted by phone at 709-777-8940.

Remote Patient Monitoring (RPM) program

  • The reporting of patient’s health session data has been affected by the ongoing outage that is affecting Eastern Health’s IT systems.
  • Program staff are working to contact clients individually at this time and are available by phone at 709-777-3905 or toll-free 1-844-455-3905 should any issue of concern arise.
  • Please note that the voicemail system is also affected, and clients may have to call again if they receive a busy signal.
  • Clients of the program are advised to continue to follow the program’s protocols, and to contact their primary care provider or 811 Healthline if they require urgent care or 911 for emergencies.

Recruit: Online Job Postings and Applications

  • The eRecruit website, which includes internal and external job postings at Eastern Health, is currently unavailable. Closing dates for all current postings will be extended when the IT outage is resolved.

Email, phone and fax systems

  • The Eastern Health email system is now operational, and we are now starting to receive email from external email addresses across the organization.
  • Most phone systems are now operational.
  • The faxing system has been restored and referrals are proceeding.

Eastern Health suppliers and vendors

  • Payment processing for suppliers and vendors as well as email correspondence is affected. Those who currently receive payments via cheque are strongly encouraged to provide the required information for electronic funds transfer (EFT).
  • EFT information can be mailed or dropped off to the following address: Eastern Health Business Office, Attention: Accounts Payable, 760 Topsail Road, Mount Pearl, NL, A1N 3J5. Suppliers and vendors can make inquiries via telephone to 709-752-4534.

Questions?

  • If you have questions about the status of your hospital appointments, procedures and surgeries scheduled for this week, patients may call the following temporary patient inquiries line: 1-833-777-1276.
  • If you have any questions about your health, please contact your health provider directly.
  • If you feel there has been a change in your health status, please contact your physician or nurse practitioner for an appointment. If you do not have a family doctor or a regular health provider, please call the 811 NL Health Line (811 / TTY 1-888-709-3555) to speak to a registered nurse 24 hours a day, seven days a week about any health issue or concern.
  • If you are experiencing an emergency, please go the nearest emergency department, or call 911 for an ambulance.
  • If you are experiencing a mental health crisis, please call 709-737-4668 or toll-free at 1-888-737-4668.
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Last updated: 2021-11-26