Gathering in Kamloops highlights their vital role in supporting access to care with less stress and fewer barriers
When community members are facing a serious illness, specialist appointment, cancer treatment or medical emergency, there is often more to manage than the health issue itself. Travel arrangements, changing appointments, accommodations and unexpected disruptions can quickly add stress during an already difficult time.
For patient travel clerks (PTCs) across the Interior Region, helping to remove that burden is at the heart of their work.
“I love the position because for me it’s there so that people can have less stress and less problems during a medical crisis,” said Sheila Vandecar, PTC for the Splatsin community in Enderby. “And that’s very, very, very important to try and take as much off of them as possible.”
That commitment to supporting community members through some of life’s most challenging moments was a common theme at the first Interior Region PTC Gathering, hosted by FNHA on June 17 in Kamloops, on the unceded ancestral territory of the Tk̓ emlúps te Secwépemc.
Approximately 50 PTCs, FNHA staff and community representatives attended the gathering, which focused on strengthening relationships, sharing knowledge and improving the delivery of medical transportation (MT) services for First Nations people throughout the Interior Region.
While much of the role involves coordinating travel logistics, participants described work that extends far beyond administration. PTCs often spend long hours supporting community members with compassion and empathy during some of their most difficult moments.
“In my 10 years doing patient travel, my number one mandate is the compassion and empathy for our clients,” Rosalie Saddleman, PTC with the Okanagan Indian Band. “They come first, nothing else…I follow their journey from beginning to end,”
For many attendees, the gathering highlighted the shared sense of purpose that connects PTCs across communities. It also provided a valuable opportunity to learn from one another, exchange ideas and strengthen professional networks.
“We have organized this get together to better support each other, and in order to better support our communities,” said Richard George, FNHA Director of Health Benefits and External Relations. “It’s really important to connect the PTCs, to share information and to share their stories.”
The gathering included updates on the MT program and discussions on topics such as Elder Supports, Benefits Exceptions, Data and Privacy, and Kucén, FNHA’s transportation trip-planning software. Designed specifically for the MT program, Kucén helps coordinate travel arrangements while reducing administrative workload through streamlined tracking and reporting functions.
The MT program continues to evolve as Nation and community feedback is implemented in order to streamline services and improve client outcomes.
Beyond learning opportunities, the gathering also created space for PTCs to provide direct feedback to FNHA on how MT services can continue to evolve to better meet community needs.
“This Gathering is an opportunity for FNHA to hear directly from those that are in community delivering MT for First Nations people because they can also bring suggestions or advocate change to our current policies—as they’re actually the ones implementing the MT program,” added Richard George.
As communities continue to shape the future of the program, participants emphasized that the ultimate goal remains unchanged: ensuring First Nations people can access the care they need with a few barriers, and as little stress, as possible.
For more information about the MT program, please visit: fnha.ca/benefits/benefits-guide/medical-transport-ambulance