Mr. Speaker, in response to part (a) of the question, a Veterans Service Agent’s screening of unmet needs and a Case Manager’s assessment of a Veteran’s overall wellbeing identifies needs. Veterans may access treatment benefits based on their needs and corresponding coverage entitlement linked to a disability condition recognized by Veterans Affairs Canada.
Under the Treatment Benefits Program, Veterans Affairs Canada covers the cost for mental health services for family members when the mental health professional who is treating the Veteran indicates it will have a positive impact on the Veteran’s mental health.
For participants in the Rehabilitation Program, Veterans Affairs Canada covers the cost for family members who need mental health services when the assessing or treating professional identifies that it will help meet the participant’s rehabilitation goals and that these services are not available through other programs.
Veterans Affairs Canada also provides support for a range of mental health services available to family members through the Veterans Affairs Canada Assistance Service program. Veterans, former Royal Canadian Mounted Police, or RCMP, members, their families and caregivers can access mental health services at no cost 24 hours a day, 365 days a year by calling 1-800-268-7708.
With respect to part (b) of the question, Case Managers and Veterans Service Agents access the Medavie Blue Cross portal to verify registered providers in the Veteran’s area. They then discuss them with their clients, who can choose their providers of choice.
With respect to part (c) of the question, Veterans Affairs Canada’s claims processor, Medavie Blue Cross, manages a comprehensive network of service providers across Canada to provide services to Veterans who are clients of Veterans Affairs Canada and are regionally dispersed, through the Federal Health Claims Processing Services contract.
Service provider eligibility criteria for individual health care practitioners and firms are implemented on the Provider Registration System and maintained by Medavie Blue Cross Provider Relations to ensure consistency and efficiency, as well as to validate that service providers’ eligibility remains current. Service providers’ credentials are reviewed when they initially register and then again, if they have a change to their address or want to obtain an additional provider identification.
Medavie Blue Cross develops an annual plan to outline and support the development and execution of Service Provider Relations’ activities for the period of the plan.
General objectives of Service Provider Relations related to service provider evaluation include: maintaining a rigorous recredentialing and reregistration monitoring program; maintaining, supporting and renegotiating Service Provider Agreements and Memorandum of Understanding; maintaining current approved service provider criteria and associations based on the requirements of partners, namely Veterans Affairs Canada, the Royal Canadian Mounted Police and the Canadian Armed Forces; and conducting annual Service Provider Inactivation to ensure that the Service Provider Registry remains current.
Since April 2022, Veterans Affairs Canada and Medavie Blue Cross implemented a new Service Provider Escalation Process to address concerns related to service provider quality of service and billing issues. Joint bi-weekly meetings are held between Veterans Affairs Canada and Medavie Blue Cross to investigate and address concerns. Resolutions include service provider education, follow-up with the regulatory body, and/or deactivation as a Veterans Affairs Canada’s service provider.