The people in NIHB who are trained to answer the phone are non-medical professionals. Sometimes they do hire medical professionals, as I mentioned, such as the national pharmacist, and there are regulated health professionals who are a part of that program, but largely it's just regular people without a medical background who follow the flow charts and decision-making processes given to them by Health Canada under NIHB. I have to advocate to these non-health professionals about somebody's personal health history and try to get across to them my medical decision-making process when they don't have any background or understanding about that.
On May 3rd, 2022. See this statement in context.