B.C. Health Minister Adrian Dix takes questions in the legislature by video link from his office, March 4, 2021. (Hansard TV)

B.C. Health Minister Adrian Dix takes questions in the legislature by video link from his office, March 4, 2021. (Hansard TV)

B.C. minister blasts Telus performance on 90-plus vaccine appointments

Telus CEO says hundreds more call centre agents are being added

B.C. health authorities are assigning additional staff to respond to pressure of thousands of callers seeking COVID-19 vaccine appointments, and expects Telus to live up to its contract to get the job done, Health Minister Adrian Dix says.

Dix told the B.C. legislature Monday that there was a particular failure to keep up with demand in the Vancouver Coastal Health region on the first day of booking for community residents aged 90 and up and Indigenous people aged 65 and up. He singled out Telus, which had no backup call centre service from Vancouver Coastal as the other four health regions have, and promised to “hold them accountable” for their performance.

“That contractor, Telus, failed us yesterday,” Dix said March 9, adding that the government’s main phone contractor has given assurances it will meet its obligations.

Telus CEO Darren Entwistle issued a statement Tuesday apologizing for the first-day performance, adding that by Tuesday afternoon it will have 250 agents taking calls, with hundreds more to come as the vaccine program ramps up.

“We know how crucial the vaccine rollout is for British Columbia, and we are incredibly sorry for the frustrations that British Columbians have experienced trying to connect to the call centres,” Entwistle said. “We can and will do better, and we are working diligently to make this right.”

The opening of phone appointments for all five regions Monday morning saw a huge rush of calls, with 1.7 million separate calls recorded in three hours. There are about 50,000 of the most elderly people eligible to make appointments this week, with vaccine clinics to begin next week and a larger group aged 85 and up invited to begin calling starting Monday, March 15. Details of the age-based system and phone numbers for each authority are available here.

Dix noted that 15,000 of the 50,000 eligible people did book appointments Monday, and response in Fraser Health, Interior Health, Island Health and Northern Health was “OK but not great” the first day. More than half of those successful bookings were in Fraser Health, the only region that was able to have an online booking system in place.

Story continues below

Dix said all five health authorities expect to have online booking in place by April, when the larger groups in the lower age groups become eligible. Provincial health officer Dr. Bonnie Henry said the online system is an urgent priority.

“I think we need to be aware that there is quite a large project in terms of developing a seamless online and phone system for April,” Henry said Monday. “Obviously we wanted it to be ready for weeks ago, but it does take time to get those things together. Fraser Health is the only health authority that had that type of an online booking system that was robust enough at this point.”


@tomfletcherbc
tfletcher@blackpress.ca

Like us on Facebook and follow us on Twitter.

BC politicsCoronavirus

Just Posted

RDEK is calling for nominations for their Volunteer of the Year award in all six electoral districts.
RDEK posts operating surplus as pandemic reduces costs

The RDEK has posted a operational surplus of $8 million as local… Continue reading

North Okanagan business Hytec Kohler set up a COVID-19 vaccination clinic at the Spallumcheen plant Friday, May 14. (Jennifer Smith - Morning Star)
More than half of eligible adults in Interior Health vaccinated

Over 365,000 vaccine doses have been administered throughout the Interior Health region

New Border Bruins owner Dr. Mark Szynkaruk reps team colours with his young sons and wife Tracey. Photo courtesy of the Grand Forks Border Bruins
KIJHL’s Border Bruins sold to Grand Forks doctor

The league announced the sale Friday, May 14

RCMP are looking for information on an alleged shooting attempt near an elementary school in Smithers March 10. (Phil McLachlan/Capital News/Stock)
Three arrested after break in at local landfill

Three suspects were arrested after RCMP were alerted to a break in… Continue reading

The Salmon Arm RCMP seize hundreds of grams of drugs in a raid in Sorrento on March 20, 2021. (Black Press file photo)
RCMP have suspect identified in rash of local thefts

Police have a suspect in a rash of recent thefts from local… Continue reading

Daily confirmed COVID-19 cases reported to B.C. public health, seven-day rolling average in white, to May 12, 2021. (B.C. Centre for Disease Control)
B.C. preparing ‘Restart 2.0’ from COVID-19 as June approaches

Daily infections fall below 500 Friday, down to 387 in hospital

On Friday, May 14 at Meadow Gardens Golf Club in Pitt Meadows, Michael Caan joined a very elite club of golfers who have shot under 60 (Instagram)
Crowds at English Bay were blasted with a large beam of light from an RCMP Air-1 helicopter on Friday, May 14. THE CANADIAN PRESS/Marc Grandmaison
Police enlist RCMP helicopter to disperse thousands crowded on Vancouver beach

On Friday night, police were witness to ‘several thousand people staying well into the evening’

People shop in Chinatown in Vancouver on Friday, February 5, 2021. THE CANADIAN PRESS/Jonathan Hayward
Vancouver community leaders call for action following 717% rise in anti-Asian hate crimes

‘The alarming rise of anti-Asian hate in Canada and south of the border shows Asians have not been fully accepted in North America,’ says Carol Lee

Sinikka Gay Elliott was reported missing on Salt Spring Island on Wednesday, May 12. (Courtesty Salt Spring RCMP)
Body of UBC professor found on Salt Spring Island, no foul play suspected

Sinikka Elliott taught sociology at the university

The first Black judge named to the BC Supreme Court, Selwyn Romilly, was handcuffed at 9:15 a.m. May 14 while walking along the seawall. (YouTube/Screen grab)
Police apologize after wrongly arresting B.C.’s first Black Supreme Court Justice

At 81 years old, the retired judge was handcuffed in public while out for a walk Friday morning

Dr. Steve Beerman, of Nanaimo, shows off his Dr. David Bishop Gold Medal, awarded for distinguished medical service. (Karl Yu/News Bulletin)
Queen presents Vancouver Island doctor with award for global drowning prevention

Dr. Steve Beerman receives Royal Life Saving Society’s King Edward VII Cup at virtual ceremony

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Join Black Press Media and Do Some Good
Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

Most Read