FNHA Medical Transportation Bulletin
June 2023 | Vol 02 | No 5

Welcome! Wytkp! Gilakas’la! Shhweenustham!

We hope you enjoyed the May issue of the Journeys bulletin.

Journeys is now in its second year! Thank you for your readership as we strive to provide helpful content and updates for your community's Medical Transportation (MT) program. We sincerely appreciate your partnership in delivering and transforming the MT program.

Important Announcement: Funding Agreement Changes

MT Funding Agreement holders may notice modifications to their direct costs (funding associated with program expenditures) and administration costs. These adjustments reflect the ongoing impact of inflationary pressures. If you have any inquiries, please contact the Funding Arrangements Team at FA.Transportation@fnha.ca, and they will gladly assist you.

Kucén Updates

We are excited to share the progress made over the past year, particularly in developing the new administrative system for the MT Program, Kucén (pronounced koo-hen from the Secwepemctsin language). Kucén represents a significant leap forward in transforming the program. In April 2023, the FNHA MT Operations team began using it to ensure the application was ready for community use.

In preparation for community launch in Summer 2023, FNHA will collaborate with the Regions and the communities to develop an implementation plan, ensuring a smooth introduction of Kucén.

Kucén Webinar

On May 12, FNHA hosted a webinar introducing Kucén, demonstrating the system's features and sharing its benefits for booking patient travel within communities. If you missed the webinar or would like to review the content, please click here to view a recording of the May 12 webinar.

Additional dates for Kucén webinars will be announced in the future. Please contact mtproject@fnha.ca for any questions you may have.

Webinar Questions

Does Kucén replace the current reporting process?
Kucén captures the necessary data to replace program reporting (often referred to as “MT Logs”) and will automate this process. However, financial reporting will still be a requirement.
Is Kucén user-friendly?
Kucén was developed through close collaboration with MT Operations and PT Clerks from various communities. FNHA will also provide user training to ensure that Kucén offers a user-friendly and easy-to-navigate experience.
Will Kucén import data from a community's existing system?
During implementation planning, our team will work with each community/organization to determine what data needs to be migrated from their existing systems into Kucén in order to get started.
Who can access and view private/personal information within Kucén?
Kucén ensures strict privacy measures. Only authorized individuals within your community can access the information. Some features include two-factor authentication for user login, and a thorough 3-point verification process for PT Clerks before coordinating travel for a new client.
How will Kucén prevent duplicate trips for clients on the same date?
While specific, sensitive client details are not shared between different organizations, users can view basic trip information (such as date and location) generated by other communities using Kucén. This feature ensures the prevention of trip duplication.
Is it necessary to replace your current system with Kucén?
While communities that choose to adopt Kucén will have their current system replaced, it is important to note that the decision to adopt the new system is encouraged but not mandatory. We believe the system will be a great support to local PT programs and make the work of PT clerks easier, ultimately supporting a better experience for clients.
How are client reimbursements and travel payments handled in Kucén?
Kucén enables tracking client reimbursements; however, the actual transfer of payments to clients will continue to follow current procedures outside the Kucén system.
Does Kucén support exceptions and appeals?
At this time, Kucén does not support exceptions and appeals from within the system. However, there are plans to incorporate this functionality in future updates. For the time being, PT administrators can continue to follow the current process of submitting exception and appeal documentation to Health Benefits.
Will Kucén integrate with accounting systems?
Kucén does not integrate with accounting systems. However, it will generate reports to assist with reconciliation purposes to ensure consistency of reporting.
Is it possible to include an organization's logo on purchase orders and vouchers instead of the FNHA logo displayed in the demo?
Yes, you can customize purchase orders and vouchers with your organization's logo.

Kucén Survey

We encourage you to participate in our Kucén Survey to help us understand the interest and readiness of health leads and PT Clerks in adopting the Kucén system. Your feedback is greatly appreciated!

MT Benefits Schedule Updates

The MT Benefits Schedule was revised in April 2023 to enhance clarity and to incorporate updates based on feedback from PT clerks and health leads.

FNHA hosted a webinar on May 3, providing a detailed overview of the recent Benefits Schedule updates and an introduction to the new MT User Guide. If you missed the webinar or would like to review the content, please click here to view a recording of the May 3 webinar.

As a reminder, here are some of the important updates:

Closest Appropriate Provider
This policy was clarified based on feedback received from MT engagement sessions, highlighting some important considerations, such as cultural safety.

Escorts for Clients in Hospital
The Exception requirement has been extended from 3 to 5 days. Additionally, if a Client has been transferred by Emergency Services and requires travel assistance to return home, coverage may be provided for an escort to assist them, without an Exception.

Escort Coverage
PT Clerks may now determine if a Client requires an escort due to a language barrier without an Exception. Additionally, new sections were added to clarify "Requests for two escorts" and "Coverage for escort Travel."

The MT User Guide

FNHA has developed a User Guide to support PT clerks in evaluating client eligibility, assessing benefits and booking travel. The guide is supplementary to the MT Benefits Schedule and the training MT Operations provides. If you would like to request a copy, please contact transportation@fnha.ca.

Summer Accommodation Rates

With the high season underway, hotel prices are increasing across the province, particularly in Vancouver. When making a reservation, always inquire about a hotel's medical rate. However, during the busy summer months, hotels often do not offer discounted medical rates.

The table below serves as a reference to support planning. It outlines reasonable rates for each season. It is intended as a guide, keeping in mind that hotel prices can vary based on availability, location, and specific room requirements (e.g. wheelchair accessibility). If you are having difficulty finding a room at the rates listed below, consider exploring options outside the city center or contact MT Operations at 1-855-550-5454 for suggestions on where to book.

MT Training

The MT Operations team hosts regular training sessions throughout the year. If you or any member of your community would like to attend a training session on MT, please contact transportation@fnha.ca to sign up. One of our team members will be in touch about training dates and next steps.