Manitoba Government Reverts Home Care Changes, Hires 32 Clerks

URGENT UPDATE: The Manitoba government has just announced a significant reversal in its home care system, hiring 32 new scheduling clerks following widespread criticism of a centralized scheduling rollout this spring. As of Thursday, October 5, 2023, the province will revert to a geographic-based scheduling system to stabilize appointments for clients.

Health Minister Uzoma Asagwara addressed the media this morning, stating, “There was a change that happened earlier this year … with the intentions of improving those services, and that transition did not go the way that it should have.” Families across Winnipeg experienced severe disruptions, leading to frustrations and uncertainty in their home care services.

The Winnipeg Regional Health Authority (WRHA) centralized its scheduling in March 2023, aiming to enhance communication and efficiency. Instead, the changes led to increased dissatisfaction among both staff and clients. Asagwara confirmed that the government intervened after realizing the rollout was failing to meet its goals.

Home-care employees reported that the new system worsened workflow, with increased expectations but no additional staffing. “I think it’s gotten worse actually, because we’re still having seasoned staff leave,” one anonymous worker said, highlighting ongoing staffing shortages.

The cancellation rate for home care appointments saw a minor drop recently, with an average of 3 percent cancellations last Sunday, down from 5.59 percent earlier this year, according to internal WRHA data.

In a bid to address ongoing staffing challenges, the WRHA has hired over 250 new home-care aides since the fall of 2023, with a recent recruitment drive attracting 300 applicants. However, many positions remain unfilled, including in the scheduling department.

Darlene Jackson, president of the Manitoba Nurses Union, expressed hope that the new changes will facilitate better communication between clerks and aides. “Because that’s how this whole system works and is successful,” Jackson stated.

The previous centralized system was criticized following the 2023 death of cancer patient Katherine Ellis, who was denied timely home care due to a misclassification. The previous government launched a review that resulted in 21 recommendations, including the shift to a centralized model, which has now been largely abandoned.

The Manitoba government is committed to restoring stability to its home-care system, with ongoing efforts to fill vacant positions and recruit more staff. Asagwara concluded, “We are listening to the concerns raised and will continue to make necessary adjustments to improve the quality of care for our residents.”

Stay tuned for further updates as this situation develops.