NH Connections - Frequently Asked Questions
FAQ – General
FAQ – Who can travel?
FAQ – Routes and Stops
FAQ – Booking
FAQ – Appointment Coordination
FAQ –Costs
FAQ – Patient Repatriation
FAQ – Aboriginal People
FAQ – Accommodations
FAQ – Wheelchairs, Medical Equipment and Other Questions for People with Special Needs
Q: Who can travel on NH Connections?
A: This service is for patients who are travelling for a physician-referred medical service or to access a health service that’s not available in their home community. This service also allows patients who have been ambulanced away from home to return to their communities.
Q: How do I make a reservation to travel on NH Connections?
A: Call 1-888-647-4997 and speak to a reservations agent. Please arrange your medical appointment before calling to book your seat on the bus, and have all relevant information ready, including your BC Care Card number and medical appointment information.
Q. How can I coordinate my appointment with the NH Connections service?
A. Book your medical appointment based on the NH Connections bus schedule. For short distance trips, request that your appointment be on the day the bus travels. For long distance trips, book the appointment for the following day. Please note that it may not always be possible to coordinate appointments with the NH Connections service.
Q: How do I get on the bus with my wheelchair?
A: Please tell us when you make the reservation that you require a wheelchair space. The driver is trained to assist wheelchair passengers. The mini-buses have two wheelchair spaces; the coach buses have four wheelchair spaces. Wheelchair passengers and their companions will be seated close together.
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Q: What if I have a Certified Assistance Animal?
A: Pets are not allowed on board the buses. However, NH Connections can accommodate passengers travelling with Certified Assistance Animals such as “seeing-eye guide dogs” as long as they can sit at your feet for the duration of your travel.
Q: Where does the bus pick up and drop off passengers?
A: Generally, passengers are picked up and dropped off at the hospital or major medical facility in their home community along the route. On routes using mini-buses, stops will also be made at other major medical buildings. Due to the size of the coach buses, only one stop will be made at the community's major medical facility. In Vancouver, passengers will be picked up and dropped off at the Quality Hotel Downtown, located at 1335 Howe Street (near St. Paul's Hospital).
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NH Connections - Frequently Asked Questions - General
Q. How do I get to the bus pick-up and drop-off location?
A. You must arrange to get to and from the pick-up and drop-off location. You are responsible for costs associated with getting there. Many Northern Health facilities have free parking.
Q. What if I am late and miss my bus?
A. You should arrive at least twenty minutes ahead of your scheduled pick-up time. The bus service runs on a schedule and must stay on track. You will have to reschedule your trip and medical appointment if you miss the bus. NH Connections does not offer individual pick-up or drop-off requests for passengers within communities.
Q. What if the bus does not pick up passengers in my home community?
A. If your home community is not on a NH Connections route, a pick-up location will be identified by your booking agent. It will be your responsibility to get to the nearest pick-up location.
Q. What if I miss my stop?
A. When boarding, ask the driver for the approximate arrival time at your destination. Know the name of the communities along the route. Be alert and anticipate arrival at your destination. The bus driver has to keep their schedule and cannot backtrack.
Q. What happens if I need to stay longer in the community where I’ve had my appointment?
A. You can reschedule your return trip at no cost. Call 1-888-647-4997 from that location to advise the reservation agent that you need to change the date of your scheduled return trip.
Q. Can I travel on the day of my medical appointment?
A. Yes. The short distance service operates as a same-day round trip. The service departs in the morning and returns in the late afternoon or early evening. When you book your medical appointment, let the medical office know you are travelling from out of town and need a mid-day appointment.
Q. Are the buses comfortable?
A. Yes. The buses are brand-new and have been custom-built with passenger comfort in mind.
Q. What is the difference between the short and long-distance services?
A. The two main differences between short and long-distance services are the distance travelled and the amount of time you are away from home. The long-distance service operates during the day and usually requires a full day of travel to the destination. When using the long-distance service, please plan to be away from home for a minimum of three days - two days for travel and one day for your medical appointment.
Q. Would I ever have to travel for two days just to get to an appointment?
A. Yes. If you are referred to seek medical treatment in Vancouver you will require two consecutive days of travel (unless you live in Prince George or Quesnel). You will travel part of a day to Prince George and will stay there overnight at your expense. The next day you will travel from Prince George to Vancouver. The return trip also takes two days.
Q. How much luggage are we allowed to bring?
A. The luggage limit is one standard carry-on bag (that fits in the overhead storage) and two standard suitcases (with a total allowable weight of 50 lbs) per person. Please bring all of your medication, cash and electronic items in your carry-on bag. Checked luggage restrictions include oversized items, dangerous goods, animals, foul smelling items and improperly packaged items in paper or plastic bags. The shipment of luggage on any NH Connections bus is done at your own risk as Northern Health assumes no responsibility for any damage or loss of luggage.
Q. What else should I plan for in advance?
A. The long-range service will only have a few drop-off locations in the larger centres. Most often it will be at the hospital. Please keep these details in mind:
- On the first afternoon or evening when you arrive, you will have to get from the drop-off location to your hotel.
- It is to your benefit to choose a hotel near the drop-off location. Use the full day of your medical appointment to do any local travel on transit or taxis.
- On the morning of your return trip, you will have to get from your hotel back to your drop-off location. This is also your point of departure.
- You are responsible for all of your personal expenses at the destination including accommodation, transportation, meals, and personal shopping.
Q. What are the Grande Prairie pick-up and departure times, given the time change in the winter?
A. All times in the NH Connections schedule are local.
Q. Is there an opportunity to provide feedback if something isn’t working or could work better?
A. Yes. There is currently a publicly available feedback form on the website.
Q. Is the NH Connections program being used to move services out of our community?
A. No. The purpose of NH Connections is to support existing referral patterns.
Q. If a patient is being discharged and wants to take NH Connections, will they be able to get breakfast before traveling?
A. Please tell the nurse that you want to use NH Connections and they will make arrangements for you to get breakfast.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections - Frequently Asked Questions - Who can Travel?
Q. Who can travel on NH Connections?
A. NH Connections is for patients who are traveling for a physician-referred medical service or to access a health service that is not available in their home community. NH Connections also allows patients who have been transported by air-ambulance to other communities to return home.
Q. Can someone take NH Connections for an orthodontist appointment?
A. Yes. NH Connections can be used for any medically necessary service that is not offered in a patient’s home community.
Q. Do I have to use this service?
A. No. Northern Health thinks the service will provide a benefit for people of limited means who have few options for travel for health care, and may be deferring access to health care services that can improve their health and quality of life.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections - Frequently Asked Questions - Routes and Stops
Q. Does the mini-bus bus drop off at the medical office where my appointment is scheduled?
A. Generally yes. Patients travelling on the mini-bus are dropped off at the major medical facilities in the community where their appointment is scheduled. Time before and after your appointment is free time for you.
Q. Does the bus stop along the way?
A. Yes. Buses will make scheduled stops to pick up or drop off patients and for meal and rest breaks. The actual bus schedule varies based on the number and location of passengers. The driver plans the rest and meal stops every 2 to 3 hours.
Q. How will Prince Rupert link to Kitimat if people need to see the orthopod in Kitimat?
A. NH Connections offers a same day route to Terrace on Monday and the long distance route from Prince Rupert to Prince George goes through Terrace every day but Friday in one direction or the other. Once a patient has arrived in Terrace, he/she can connect with one of the regularly scheduled Skeena transit bus runs from Terrace to Kitimat (please advise the NH Connections call centre when you book your trip that you will need to connect to the Skeena transit service).
Q. Will the Kitimat-Terrace bus route (Skeena Regional Transit System) connect with the long-haul bus?
A. Yes.
Please let your driver know so that the Skeena Regional Transit System can be notified.
Q. Will the NH Connections bus be able to stop in places like Abbotsford if passengers have family there?
A. Yes. Depending on individual needs and provided requests are reasonable and do not interfere with the buses’ schedule, stops can be arranged at the discretion of the driver.
Q Will NH Connections provide a route to Kelowna for cancer and cardiac care?
A. At this time, NH Connections is not offering a route to Kelowna. NH staff undertook an extensive consultation process to decide which routes would be run. While many patients from the north do travel to Kelowna for services, our consultations indicated that service to Vancouver was of greater need. We will continue to monitor our NHC services in relation to patient use, and will consider changes to routes if needed in the future.
Q. Will the NH Connections service include a route to Hinton in the future?
A. At this time, NH Connections is not offering a route to Hinton. NH staff undertook an extensive consultation process to decide which routes would be run.
In the Robson Valley, the referrals of community physicians were reviewed to determine where patients were travelling to. In McBride, the vast majority of patients travelled to Prince George. In Valemount, approximately half of referrals were to Kamloops, while half were to Prince George. There were very few patients who were referred to Hinton for health care services. As a result, the Robson Valley is served by a route to Prince George, as well as one to Kamloops.
Q. Will the minibus go to major medical buildings in Prince George?
A. Yes. The minibus is also capable of accommodating passenger requests for drop off in Prince George at the drivers’ discretion.
Q. Would it be possible to stop in Topley at the Topley Grocery or Country Grill?
A. Yes. Depending on individual needs and provided requests are reasonable and do not interfere with the buses’ schedule stops can be arranged at the discretion of the driver.
Q. Will NH Connections stop at the cancer lodge in Vancouver?
A. The Vancouver cancer lodge does not currently have space for the bus to safely stop and unload. NH is investigating possible alternate stop locations.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections - Frequently Asked Questions - Booking
Q. How do I book a trip on NH Connections?
A. Call 1-888-647-4997 and speak to a booking agent. Please arrange your medical appointment before calling to reserve your bus tickets, and have all relevant information ready, including your personal health number and medical appointment information.
Q. Can we spend extra days in the community when we use the short distance service?
A. The short-distance service is designed to provide passengers same day round trips. If you choose to stay longer, advise the reservations agent when you call to book your tickets. However, please note that on many of the short distance runs a return trip will not be available until a week later. If you do not return home on your scheduled travel day, you must re-book the return ticket by calling 1-888-647-4997. There are no refunds for unused portions of tickets.
Q. Can I get a ticket on the bus at the pick-up point on the day of travel?
A. No. The service is set up to accept patients and companions with pre-booked medical appointments and travel arrangements. Bookings should be made at least 24 hours prior to departure.
Q. How do I know whether to use the short or long-distance service?
A. When you call to book your ticket the booking agent will determine which bus will get you to your destination for your appointment.
Q. What if extra passengers show up?
A. Pre-registration applies for all patients using NH Connections, walk-ups cannot be accomodated.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections - Frequently Asked Questions - Appointment Coordination
Q. How can I coordinate my appointment with the NH Connections service?
A. When booking your appointment be sure to mention that you would like to use NH Connections and so need to have an appointment on a certain day and time. It will not always be possible to coordinate appointments with the NH Connections service.
Q. How will Northern Health coordinate appointments between the bus schedule and physician offices?
A. NH has been working with northern physicians offices to keep them informed and updated on the service provided by NH Connections. As most physicians work independently of Northern Health, it is not always possible to coordinate the bus service with patient appointments. However, we have asked physicians to work with us in helping to accomodate those patients who are interested in using the service. To assist this process, patients should tell their physician’s office that they want to take the NH Connections bus to their appointment, and would like their appointment to be scheduled around the days that the bus operates.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections - Frequently Asked Questions - Costs
Q. Are companion fares the same?
A. Yes. All passengers pay the same fares whether they are patients or companions.
Q. Are unused fares refundable?
A. In cases that are beyond the patient's control, we'll work with patients and families to adapt to their changing travel schedules. We know that medical scheduling can be unpredictable, so we encourage users of NH Connections to contact the call centre at 1-888-647-4997 to change to their reservations. There is no cost to change a booking. But if you book a seat and then travel by another means, we can't refund your fare except under extenuating circumstances. For more information, please contact the reservation centre.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections – Frequently Asked Questions – Patient Repatriation
Q. What if I'm flown via air ambulance to Vancouver and then need to arrange a return trip back home - can I use the bus?
A. Yes. When calling to book your one-way ticket, you will be asked for information about your ambulance trip, including transport date, and your original departure and destination points - so please have this information ready when you call.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections – Frequently Asked Questions – First Nations people
Q. Does NH Connections offer service to residents of First Nations communities in the North?
A. Status First Nations people are welcome to use NH Connections. Ticket books can be purchased in advance by First Nations bands to allow them to pay for their members' transportation.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections – Frequently Asked Questions – Accommodations
Q. Do I need to arrange a place to stay?
A. Yes. You have to arrange the overnight accommodation of your choice for the number of nights you are away from home. (Northern Health is developing an accommodation service to benefit patients and companions). There are a number of travel details to plan and organize for a trip to any destination, whether it is Prince George, Vancouver or Grande Prairie, Alberta. Remember, you are responsible for all of your personal expenses while away from home.
A. Does NH Connections offer low-cost accomodation options?
Northern Health (through the NH Connections program) has partnered with several accommodation providers in BC and Alberta to offer medical rates for patients who are traveling for specialized health appointments and need an overnight stay. For more information, click here.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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NH Connections – Frequently Asked Questions – Wheelchairs, Medical Equipment and Other Accommodations for People with Special Needs
Q. Does NH Connections provide reclining seats to help people with circulatory, back and other health problems?
A. Passenger seats do recline to help those who require extra comfort due to health problems.
Q. Does the NH Connections bus provide an area where lower limbs can be elevated (like a table in front of one of the seats)?
Northern Health is currently investigating the construction of foot rests. The bus also stops on a frequent basis to allow passengers to stretch and move around.
Q. What if I need help to get my wheelchair on the bus?
A. Please inform your booking agent when you make your reservation that you require a wheelchair space. The driver is trained to assist passengers in wheelchairs. The mini-buses have two wheelchair spaces; the coach buses have four wheelchair spaces. Passengers in wheelchairs and their companions will be seated close together.
Q. What if I have a Certified Assistance Animal?
A. NH Connections can accommodate passengers travelling with Certified Assistance Animals such as “seeing-eye guide dogs” as long as they can sit at your feet for the duration of your travel. Household pets are not permitted on board the buses.
Q. How does the NH Connections bus washroom meet accessibility standards?
A. The washrooms onboard the NH Connections highway coaches are, to the best of our knowledge, the first fully wheelchair-accessible washroom ever built onboard a coach bus. The washroom was designed by engineers at Prevost Car (the manufacturers of the coaches) after consultation with health care providers and advocacy groups, including the BC Paraplegic Association.
The design meets and exceeds the standard proposed by the Americans with Disabilities Act (ADA) for Inter-City Railway Cars. Several enhancements were made that exceed the ADA standard, including a modified entry door, longer grab bars, and the addition of a patient lift attached to the roof of the washroom.
Q. Can any accommodations be made for very large passengers?
A. Passengers with special needs will be accommodated to the best of our ability.
Q. What happens with post-op daycare patients? Can they be on the bus 12 to 24 hours post-op?
A. Once a patient is discharged, they no longer require ongoing care. Northern Health encourages patients to bring a companion in these circumstances.
Q. What is NH doing pertaining to medical oxygen on the NH Connections bus?
A. Medical oxygen will be transported on the NH Connections bus as long as it can be safely accommodated.
Q. Will my wheelchair fit in the NH Connections bus?
A. The maximum wheelchair dimensions that can be accommodated are 31” wide and 48” long.
If you have a question that is not addressed here please fill out a NH Connections Feedback Form or call 1-888-647-4997.
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