Thousands of letters to patients sat unclaimed in community mailboxes for a year, NLHS says

Newfoundland and Labrador Health Services (NLHS) is currently dealing with a significant issue involving about 20,000 pieces of returned mail that were left unclaimed in community mailboxes for over a year. Tina Edmonds, interim vice-president of quality and learning health systems at NLHS, stated that many of the letters were intended for patients and suppliers of the health authority.

In response to the situation, NLHS has initiated a review process to address the volume of returned mail and the potential impact on patients. Edmonds emphasized the importance of mitigating any patient risks and ensuring that missed appointments or delayed communications are identified and resolved promptly. Fortunately, no patient impacts have been identified thus far, with the issue primarily affecting the Eastern-Urban area, including the greater St. John’s region.

The root cause of the problem was determined to be a Canada Post issue, specifically related to a backlog of return-to-sender mail resulting from last fall’s labour disruption. Canada Post spokesperson, Lisa Liu, acknowledged the role of the strike in contributing to the backlog but assured that efforts are underway to address the issue and expedite the processing of returned mail.

To prevent similar issues in the future, NLHS is urging patients to update their contact information with the health authority. Patients can call 1-877-336-4170 to update their information, ensuring that appointment notices and other communications reach them in a timely manner. Additionally, a patient relations office is available at 1-877-444-1399 for individuals with concerns about missed appointments or other issues.

Looking ahead, NLHS is implementing a new health system scheduled to launch in April, which will allow patients to update their information online, reducing the reliance on traditional mail for communication. The new system will also include appointment scheduling functionality, enhancing the overall patient experience and reducing the likelihood of returned mail incidents.

Despite the challenges posed by the returned mail issue, NLHS remains committed to providing quality healthcare services to the residents of Newfoundland and Labrador. By addressing the current situation and implementing systems improvements, the health authority aims to enhance communication with patients and ensure the efficient delivery of essential healthcare information.