N.W.T. to make medical travel policies easier to understand

The N.W.T.'s health department won't pay non-medical escorts or make people aged 60 and over automatically eligible for escorts, but it will make sure the people accompanying patients on medical trips know what they should be doing.

The Department of Health and Social Services has responded to the recommendations from a review of its medical travel program, especially the part that covers non-medical escorts for patients.

• Patient escorts are abusing N.W.T.'s $30M medical travel program, says report

Debbie DeLancey, the department's deputy minister, walked CBC News through which suggestions and recommendations the department will act on — and which it won't.

Paying non-medical escorts

"In a perfect world, it might be something to be contemplated, but the reality is it's not on the radar screen at any time in the near future. Escorts are providing a personal service based on a personal relationship with a patient. And we do cover their expenses."

DeLancey cited the already high cost of the program, which is projected to rise, but added that other programs such as Med Response also help "avoid unnecessary medical travel."

Making people aged 60 and over automatically eligible for non-medical escorts 

"The issue to me is you can't set an arbitrary age limit for who might require an escort. People might require an escort for interpretation, because they are old and infirm, or because of the nature of the medical treatment they're about to receive.

"I'm 64. If you told me that because I'm over 60 I need someone to travel with me on a routine medical appointment, I would frankly be offended."

Easier-to-use information for both the people administering and using the medical travel program 

The department is working on updated, user-friendly manuals for staff and is providing some customer service training. It's also working on a navigation booklet for patients and residents — a more plain language version of the dense policies provided on the department's website.

"It's a point well taken and it's an accurate point."

On assuming that people who appear physically unfit don't make good escorts 

"The escort may not be there to carry suitcases and give baths. Maybe they're there for translation or medical supports. People need to be a little cautious in jumping to conclusions."

Making escorts sign agreements that spell out their duties

"It's a great idea. It does at least provide a personal commitment to be responsible."

DeLancey added that when the territory finally moves to one health authority instead of multiple regional boards, it will be a lot easier to make the agreement a territory-wide one.

"It may stop short of training, but providing information and supports to escorts so they're really clear on what the expectations are before they agree to be an escort, some of that's being addressed in the navigation booklet that we're putting together for patients, which includes a section on how to choose the right escort."