EXAMINATION OF THE INSTITUTIONS - VETERANS AFFAIRS CANADA
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Observations et Recommendations (cont.)
5. Monitoring the application of the Official Languages Act in relation to health care
Every three years, the Department publishes the results of a client satisfaction survey at the SAH, which includes an appropriate question on service in the client’s preferred official language. The results of the 2003 survey indicated a 97% satisfaction rate regarding service in the client’s language of choice. The survey results are not surprising, given that most of the incumbents exceed the language requirements of their position.
There are no other monitoring mechanisms aside from this survey. Although we consider the survey to be a good initiative, we are of the opinion that it is not sufficient to fully ensure compliance with the Department’s linguistic obligations in relation to the provision of health care services.
In view of the preceding, we find that the Department does not fully satisfy this audit criterion.
| Recommendation 10 |
6. Third party transfer agreements in accordance with section 25 of the Official Languages Act, monitoring mechanisms and institutional transfers
Compliance with section 25 of the Official Languages Act:
a) The SAH enters into contracts to obtain services from health professionals such as speech-language pathologists, radiologists, physicians, psychiatrists, nurses and occupational therapists. All of the contracts that we reviewed contained an appropriate language clause.
b) However, we noted that the SAH does not have mechanisms in place to ensure that health professionals hired on contract actually have the required language skills. Moreover, there is no monitoring mechanism to assess the quality of services provided by these health professionals in both official languages.
Institution transfers: Paragraph 6(1)(a) of the Regulations, which involves restricted and identifiable clientele, came into effect on December 16, 1993, two years after the Regulations came into force.
In 1963, in response to the report of the Glassco Commission6, Cabinet approved the transfer to the provinces of 17 health care institutions managed by the Department of Veterans Affairs. Some institutional transfers were negotiated on the condition that a certain number of priority access beds remain available to veterans. Since the Regulations were passed on December 16, 1991, VAC has transferred two institutions to the provinces: the Perley and Rideau Veterans’ Health Centre of Ottawa in March 1992, and the Saskatoon Veterans’ Home in April 1995. An appropriate language clause was included in the transfer documents for the Perley and Rideau Veterans’ Health Centre. The Saskatoon Veterans’ Home, however, did not constitute a “significant demand” office under paragraph 6(1)(a) of the Regulations.
Operating agreements: The Department has signed agreements with almost 30 institutions located in nine provinces to house and provide care for veterans. All of the agreements signed since 1993 include a language clause, with the exception of the agreement with the province of Saskatchewan. However, there are still 12 institutions with agreements signed prior to 1993 that do not contain a language clause. The Department must review these 12 agreements when they are renewed and decide whether they should include a language clause in accordance with its obligations in relation to the provision of health care services in both official languages, as set out in paragraph 6(1)(a) of the Regulations.
In view of the preceding, we find that the Department does not fully satisfy the audit criterion concerning language clauses in third party agreements and associated monitoring mechanisms.
| Recommendation 11 |
| Recommendation 12 |
| Recommendation 13 |
