New Brunswick health officials are moving to resolve problems that emerged after the province switched virtual-care contractors on June 30, following patient complaints about delays when seeking prescription renewals.
What went wrong
Health Minister Dr. John Dornan said the volume of renewal requests was far higher than the government expected because the previous provider did not share usage data. The province replaced the earlier contractor, eVisitNB, with a new private provider, Foundever, at the end of June.
Some patients publicly reported having to book virtual appointments through an already busy telehealth line just to request a refill. That process created longer waits and frustration for users dependent on timely access to medications.
Planned fixes and next steps
Officials have identified immediate changes intended to streamline prescription renewals. One key adjustment will allow patients to request renewals online directly, bypassing a symptom-checker stage that had been required.
- Direct online renewal requests to be enabled.
- Operational changes with the new provider, Foundever, to handle unexpectedly high demand.
- Ongoing monitoring by the department to ensure service levels meet patient needs.
“I take the blame for saying the transition would be seamless,”
Dornan said he still has confidence that Foundever can provide adequate service to New Brunswickers as the fixes are rolled out.
Local impact and practical information
The changeover affects residents who use the province’s virtual-care platform for routine tasks such as prescription renewals. Until the online renewal pathway is fully available, patients may continue to face delays if they follow the symptom-checker route or if they try to secure appointments through telehealth during peak periods.
Pharmacists have also voiced concerns that they were not adequately integrated into the new system, citing difficulty when patients need timely refills. The health department has said it will adjust the service to better accommodate renewal workflows.
| Key date | Event |
|---|---|
| June 30, 2026 | Transition from eVisitNB to Foundever as virtual-care provider |
| Mid July, 2026 | Province announces fixes including direct online renewal requests |
Patients who rely on the platform should watch for updates from the Department of Health about when the direct renewal option becomes available and consider contacting their local pharmacist or primary-care provider for interim support with medication needs.
The department's acknowledgement of data gaps from the former provider underscores broader questions about continuity when private contractors deliver public health services. Health officials say they will continue to monitor Foundever’s performance as changes are implemented.
Zoe Novak, InfoRadar New Brunswick.
