Exclusive: MUHC cancels phone line for booking blood tests

Citing a labour shortage and the need to cut costs, the McGill University Health Centre is cancelling its telephone line for patients to arrange appointments for blood and other tests, The Gazette can reveal.

Patients will have no other choice than to go online using the Clic Santé website to set up a rendezvous to draw their blood — a process that is far from simple for some patients. The decision has angered the president of the Central Users’ Committee of the MUHC, who warned that discontinuing the phone line will unduly penalize older patients, some of whom may not have a computer or access to the internet.

“This decision risks causing harm to many patients who do not have internet access or who have difficulty navigating Clic Santé,” Pierre Hurteau said, noting that spots on the website are often full weeks in advance.

“This is not a step in the right direction, and no mitigating measures appear to have been adopted,” Hurteau added. “This is yet another budget cut, and patients are paying the price. This decision was also taken without consulting patients and the users’ committee.”

Pierre Hurteau, president of the Central Users’ Committee of the MUHC, speaks during a news conference on May 25, 2017.

The discontinuation of the phone line will not just affect the hospitals that belong to the MUHC like the Royal Victoria, the Montreal Children’s and the Montreal General. Other hospitals that are part of the MUHC’s Optilab service will be affected, including the Jewish General, St. Mary’s, the Lakeshore General and LaSalle.

The cancellation of the phone line was to occur on May 1, but a Gazette reporter confirmed Tuesday that anyone calling the line hears an automated message urging patients to go online instead to book blood tests.

In an internal email to staff on April 23, Selda Elmas, who oversees project management and client services for Optilab-MUHC, explained the rationale behind eliminating the phone service.

“In the context of a labour shortage and due to a budget deficit affecting the continuity of this service, we must adjust our operating procedures,” Elmas wrote in the email.

“We have therefore decided to close the Clic Santé telephone line at 514-934-8228, effective May 1, 2026. From this date forward, appointments must be booked exclusively via the QR codes or site-specific links already in place.”

“A phased communication approach has been implemented to ensure a smooth transition and keep patients well-informed using voicemail,” Elmas added. “Information has also been sent to the managers of the blood collection centres, including QR codes, to facilitate the dissemination of information on the ground. We ask that you coordinate communications with the managers of the outpatient clinics to guarantee seamless access to your services.”

A longtime MUHC physician condemned the cost-cutting measure.

“People seem pretty upset about this and its impact on marginalized or older or less tech-savvy adults getting timely bloodwork,” said the doctor, who declined to have their name published so they could speak candidly about the issue.

“Is this penny-wise but pound-foolish?” asked the doctor. “I mean, I guess providing less care does save money if I’m being totally cynical.”

Difficulties with Clic Santé

Critics have charged that it’s become increasingly difficult to schedule blood tests under the public system using Clic Santé, while appointments at private labs that charge fees — sometimes in the hundreds of dollars — can easily be found the next day

Bianca Ledoux-Cancilla, a spokesperson for the MUHC, noted that patients using the phone service were often put on hold for a considerable length of time.

“The decision to discontinue the Clic Santé telephone line is part of a broader effort at the McGill University Health Centre to improve overall access to appointments rather than simply maintaining a phone service,” Ledoux-Cancilla said in a statement.

“Due to high demand of appointments at the test centre, users sometimes had to wait on the phone without any guarantee of securing a booking.”

“Any financial savings associated with this change are expected to be marginal,” she added. “The main objective is to reduce overall delays in accessing care. The MUHC will be able to redeploy human resources previously dedicated to phone support toward administrative activities.”

Still, Ledoux-Cancilla acknowledged that some patients may find it hard to adjust.

“The MUHC recognizes that some patients, particularly seniors, may feel more comfortable using the telephone. To support these individuals, alternative measures are in place, including working with … clinics in assisting these patients and managing long-term follow-ups, redirecting patients to services close to their homes.”

“We are aware that any change requires an adjustment period, and we are committed to supporting those affected throughout this time,” Ledoux-Cancilla continued. “This transition is intended to reduce overall wait times, benefiting all patients, including the most vulnerable. Our priority remains the health and safety of all our patients.”

The discontinuation of the phone line follows a decision by the MUHC less than two years ago to restrict blood tests to patients who are being followed by its doctors, and not by family physicians who are unaffiliated with the hospital network.

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