Complaints Registry for Denials of Non-Insured Health Benefits and Access Problems

Communique to First Nations Communities

February 15, 2008

TO: First Nation Chiefs and Councils; Provincial and Territorial Organizations; Tribal Councils and Treaty Groups; Health Directors, Nurses, Community Health Representatives and other Community Health Program Workers

RE: Complaints Registry for Denials of NIHB Benefits and Access Problems

Last year the AFN NIHB Caucus asked the Assembly of First Nations to set up a complaints registry for people who have been denied or who are experiencing trouble accessing Non-Insured Health Benefits (NIHBs). The purpose of collecting the information is not to lobby on a case-by-case basis, and will not replace the appeals process. While we will continue to find ways to help individuals experiencing access problems, the goal of the Complaints Registry Project will be to gather evidence-based information, stories and case studies that can be used to advocate for overall improvements services and funding. The confidentiality of individuals will be protected, their names will not be released publicly.

In May 2007, the AFN complied with the AFN NIHB Caucus' request to set up a complaints registry on the AFN website at www.afnhealthaccess.cato regions as per the instructions of the NIHB Caucus. It is hoped that if enough data is collected it will be possible to discover if there are regional trends in denials or access problems.. Without any advertising or promotion the site received more than 60 hits in only a few months. The data collected is being broken down regionally and will be made available

The Assembly of First Nations is now responding to a request made at a meeting of the Chiefs Committee on Health (CCOH) to advertise and promote the site and to devise ways to reach First Nations citizens who do not have computer access. It is hoped that if more people know we are collecting information and if we provide more accessible ways of collecting information we will get a larger response.

To promote the electronic complaints registry the following steps are being taken:

• The AFN is developing a radio public service announcement advertising the website;

• A button has been added to the AFN homepage to make the complaints registry easier to find;

• The site was promoted on APTN National News Contact during a call in show about health on January 23, 2008.

To make the process accessible to people without computer access the following steps are being taken:

• A brochure containing a feedback form is being developed for distribution in communities. We are
asking that these brochures be made available in your nursing station, health centre or band office.
We are working with the PTOs to identify individuals in the regions who can collect the feedback
forms and process the information on a monthly basis.

• Some people may prefer to register their complaints by phone.

In the Atlantic they may call: Amy Sark Pharmacy Technician Navigator

Atlantic Policy Congress of First Nations Chiefs 1-877-667-4007

In Quebec they may call: Chad O'Brien Coordonnateur interim, a la Sante et coordonnateur

technique aux SSNA at: 418-842-1540.

In other regions they can register a complaint by phone with Verna Stevens NIHB Policy Analyst

Assembly of First Nations 1-866-869-6789 ext 240

• The AFN is developing a poster with this telephone contact information. The poster will be distributed in an upcoming AFN Health Bulletin. We are asking communities to display these posters in their nursing station, health centre or band office.

For further information about the complaints registry please contact:

Verna Stevens, NIHB Policy Analyst Assembly of First Nations 1-866-869-6789 ext 240 or vstevens@afn.ca

Karyn Pugliese, Health Communications, Assembly of First Nations 1- 866-869-6789 ext 210 kpugliese@afn.ca

Source:
Assembly of First Nations
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