Moncton resident Samantha Melanson has expressed deep frustration with New Brunswick's new virtual care service, saying she 'gives up' after a disappointing experience. The service, launched to improve access to healthcare, left Melanson feeling abandoned and unheard.
Patient's Ordeal
Melanson, who has been seeking medical attention for ongoing health issues, turned to the virtual care platform as an alternative to in-person visits. However, she encountered long wait times and a lack of continuity in care. 'I waited over an hour for a consultation, and when I finally spoke to a doctor, they didn't have my medical history,' she said. 'It felt like starting from scratch.'
The virtual care service was introduced by the provincial government to reduce pressure on emergency rooms and provide quicker access to primary care. According to the Department of Health, the service has handled thousands of calls since its launch. But Melanson's experience highlights potential gaps in the system.
Systemic Issues
Melanson is not alone in her frustration. Social media posts and online forums show other patients reporting similar issues, including difficulty booking appointments and technical glitches. 'I've spent hours trying to navigate the system,' one user wrote. 'It's not the solution we were promised.'
The virtual care service is part of a broader effort to modernize healthcare in New Brunswick, which has faced chronic shortages of family doctors. The province has invested millions in telehealth infrastructure, but critics argue that technology alone cannot replace the need for consistent, personal care.
Government Response
A spokesperson for the Department of Health acknowledged the challenges but defended the service. 'We are aware of some initial teething problems and are working to address them,' the spokesperson said. 'Virtual care is a valuable tool, but it is not a replacement for a family doctor. We encourage patients to provide feedback so we can improve.'
For Melanson, the experience has been disheartening. 'I don't know what to do anymore,' she said. 'I need a doctor who knows me, not a screen.' Her story underscores the ongoing struggle for accessible, quality healthcare in the province.
