Fonemed, the company behind the province’s 811 telehealth system, is responding to serious questions raised by the Newfoundland and Labrador Medical Association which recently acquired information on the company’s $31 million contract with government.

The NLMA, who received the information through an Access to Information request, has called on government to provide clarity on what appeared to be the discrepancy between what government was paying Fonemed for virtual care appointments and what physicians are paid for the same service.

CEO of Fonemed, Charlene Brophy, says the contract with government is “comprehensive” and offers a number of supports to residents, especially those without access to a family physician.

Brophy says likening the service they provide to that of physician appointments, and taking the $31 million and dividing it by the number of calls, is not an accurate representation of the value of their service or the cost of providing it.

She says every call is different and requires varying levels of time and expertise. While many calls can be managed by the 811 health care team virtually, some must be directed to seek in-person care. She says according to recent data, less than one per cent of patients who receive care form 811 need to seek additional in-person care, and over 70 per cent of those patients have indicated they do not have a family doctor.

The contract also includes access to the 811 custom-built App and pricing is based on best practices and “extensive industry knowledge.”