The Department of Health says a new provider for virtual health care is expected to improve the service currently provided by eVisitNB to New Brunswickers
eVisitNB, a virtual medical platform operated by Maple, launched in 2020. The River Valley Sun, an independent local newspaper in the Western Valley of New Brunswick, first reported that the contract would not be renewed and would instead move to a company called Foundever Group.
On Feb. 7, eVisitNB emailed users to say that “provincial virtual care services will transition to a new provider. As a result, eVisitNB will conclude its current service on March 31, 2026.”
Department of Health Deputy Minister Eric Beaulieu came before public accounts on Tuesday and was questioned about the transition. He said the department was satisfied with eVisitNB.
He said 50 per cent of eVisitNB users had a primary care provider. Beaulieu said the goal is to better integrate virtual health care with primary care, meeting the growing needs of patients and ensuring a continuum of care.
He cited one individual who accessed eVisitNB 90 times in a single year.
“I want to make sure I’m clear, the conversation was never about moving away from a New Brunswick company or moving towards any other company. The conversation was about ‘lets assess the services we have right now.” – Eric Beaulieu, Department of Health Deputy Minister
The Department of Health would not confirm to The Courier which company it is in negotiations with. However, CBC New Brunswick and the River Valley Sun both reported it is Luxembourg-based Foundever, which already provides 811 Telecare.
Beaulieu avoided a question from Liberal MLA for Shediac-Cap-Acadie Jacques Leblanc on what New Brunswickers could expect from the shift, instead outlining some of the requirements for the request for proposals (RFPs).
Those included ensuring communication among the virtual service, primary care providers, and pharmacies; a triage system to access the right services; care in the individual’s language of choice; and the ability to schedule appointments.
Complaints about language requirements
In March 2024, the Office of the Official Languages Commissioner published a report finding the department failed its duty under the Official Languages Act ensuring eVisitNB met language requirements.
“The eVisitNB system, as it functioned for the complainants in this investigation, did not demonstrate the true and substantive equality of the two official language communities,” Shirley MacLean said in her report. “It is the institution’s responsibility to do so and, in the case at hand, to ensure that its third party complies with the linguistic obligations of the institution on whose behalf it provides services.”
MacLean reiterated that her office continues to get complaints, including New Brunswickers being told they would face longer wait times if they chose to receive service in French.
“This is not equality of service to our two official linguistic communities,” she said in her report. “In addition, although my office continues to receive and investigate numerous complaints about the MyHealthNB platform, the Department of Health has taken no steps to ameliorate the situation and implement my recommendations.”
Beaulieu also faced questions from Woodstock-Hartland Progressive Conservative MLA Bill Hogan.
“My colleagues and I have been contacted by upset New Brunswickers who want to know why the government would change something that was working so well for them and provided by a New Brunswick company,” Hogan said.
Hogan said his understanding is that the virtual platform was designed to act as a bridge for orphan patients — or patients without a primary care provider — while collaborative care clinics are being established across the province. Beaulieu confirmed eVisitNB recorded 301,000 in the last fiscal year.
Hogan said the number signals the service is vital to health care in New Brunswick.
“We did see a need to continue to advance the process and continue that integration of health care services,” Beaulieu said.
Beaulieu said the commitment to virtual care for New Brunswickers remains the same regardless of the provider.
‘Another proponent met the requirements’
“The new provider that we’re discussing with currently for a contract to come into place has operation in New Brunswick and has been in New Brunswick for almost three decades,” Beaulieu said in response to Hogan’s questions.
According to Beaulieu, the company has more than 150 employees in the province.
“We have a commitment to New Brunswickers both from an employment standpoint and as well as on health care delivery,” he said.
Hogan asked whether the government had been lobbied by any particular company about offering the service, Beaulieu said he did not recall any formal meetings or lobbying.
He added that the province decided to issue a full request for proposal (RFP) — a process in which the government outlines the project requirements and invites contractors to submit bids.
“I want to make sure I’m clear; the conversation was never about moving away from a New Brunswick company or moving towards any other company. The conversation was about ‘lets assess the services we have right now.”
Beaulieu said eVisitNB was aware of the request for proposals before others because of its relationship with the operator.
“The organization that is currently providing the services was able to submit and be evaluated just like everyone else within that process,” he said. “It would have made my life and the life of government much easier had the same proponent that is offering it today been the successful proponent providing the best service going forward.
“They were not selected because the proposal we received from another proponent met the requirements stronger.”
Dr. Hanif Chatur, the founder and CEO of eVisitNB, said in a statement he was disappointed eVisitNB was not chosen to continue the service.
“Over the past four years, eVisitNB has completed more than one million consults for more than 300,000 patients, with our team of over 165 Nurse Practitioners from New Brunswick and across Canada,” he said in a statement to The Courier.
Chatur said eVisitNB acted quickly when concerns were raised by MacLean in 2024, which concerned complaints about accessing service in their preferred language.
“On Jan. 21, 2025, the DOH confirmed that these matters were successfully addressed to their satisfaction as of Summer 2024 and that no new complaints have been filed since then,” he said in the statement. “Furthermore, the DOH explicitly stated there has never been a complaint regarding the quality-of-care parity between English and French services provided by eVisitNB.”
He said he wanted to reassure New Brunswickers that eVisitNB will remain available until the end of March.
Health Minister Dr. John Dornan said in a statement that virtual care is an integral part of New Brunswick’s health-care system, noting the service of virtual care will remain available.
Dornan confirmed many of the points Beaulieu made to the Standing Committee on Public Accounts.
“The selected vendor has strong Canadian roots, all patient records will be securely stored in Canada, and the company brings more than 28 years of experience serving New Brunswickers in both official languages, with 150 employees here in the province,” he said in the statement. “Contract negotiations are now underway.”
Dornan said the aim is to ensure a seamless transition between the providers eVisitNB and the new provider to avoid any disruption to virtual care services.
