Beacon Community Services Transition

patient with caregiver

Beacon Community Services and Island Health partnered for many years to provide home support services to thousands of Greater Victoria and Gulf Islands residents. On November 1, 2019, all Beacon Community Services Home Support Services transitioned to Island Health. This transition will ensure a consistent approach as Island Health revitalizes its community services in line with government’s team-based primary and community care model.

Frequently Asked Questions

The following FAQs were developed with input from current Beacon home support clients and families.

Will anything change about my care because of this transition?

Island Health and Beacon Community Services worked closely together to prepare for a seamless transition of services on November 1, 2019. You will still receive the same level of home support services by the same dedicated team of home support workers that you received before, and that will only change if your health needs change. Early next year, Island Health will begin shifting towards a neighborhood team model of care to improve the integration of services we provide to you. We will communicate with you about any changes to your care workers that may result as we move forward on implementing the model.

With the transition into Island Health, all community health workers and their LPN supervisors were provided with iPhones, to be used for work purposes. Workers and their LPN supervisors will use their iPhones to check their schedule, check in and out of their client visits, access clients’ care plans, and remain accessible to the care team at their health unit. We wanted you to be aware of this in case you notice your worker using their Island Health iPhone.

What is the community neighbourhood team model?

The community neighbourhood team model means that a team of clinicians and support staff including physiotherapists, dietitians, nurses, case managers, community health workers, and home support schedulers, will work together to ensure the care provided is responsive to your needs. The model means that your care providers will now be in frequent communication with each other, working collaboratively within the same work site and in the same geographic area. As Island Health implements a neighbourhood care model in early 2020, it is possible some clients will experience shifts in their care team over time. Island Health will communicate with you about any changes to your workers as we move forward on implementing the model. Island Health will be working toward consistency and continuity of your care so that clients will ultimately come to know and rely on a core team of workers.

Will I still be able to access my online web schedule?

Yes. Clients or authorized family members who wish to access their schedule electronically can sign up for Island Health’s WebSchedule viewer. Even if you previously used Beacon’s WebSchedule viewer, you will need to register for Island Health’s WebScheduler viewer by following these steps:

  1. Email: hss@viha.ca or call 250-519-6799 to request enrollment to view your (or your family member’s) home support schedule, including the community health workers assigned for each visit.
  2. Once your account has been set up, you will receive a confirmation email or phone call with your personal login ID and password. Family members and authorized delegates (who must be noted in client file), will have their own username and password to view their family member’s schedule.
  3. On an internet browser, go to hss.islandhealth.ca  
    • Enter the username you were provided within your confirmation email
    • Enter the password you were provided over the phone
    • Click ‘Login’

If you have any questions about this process, please email: hss@viha.ca or call 250-519-6799. If you have questions about your schedule before you are able to register and access your WebSchedule, please contact your health unit.

If I received a monthly bill from Beacon, will my bill payments still come out automatically?

Clients who used pre-authorized payments to pay their bill with Beacon and wish to continue with this method will need to set up new pre-authorized payments with Island Health. To continue with pre-authorized payments, clients need to complete and return the form that was mailed out in mid-October. If you need a copy of this form, please contact Island Health billing at 1-866-995-3299 or email revenuehsbilling@viha.ca.  

Beginning December 15, you will also be able to make payments through your bank (the payee name is “Vancouver Island Health Authority”). Or you can mail in your cheque or credit card payment, or pay in person (cash, debit, credit card or cheque) at any of these sites:

  • Royal Jubilee Hospital, 1952 Bay St., Victoria Monday – Friday, 8:30 a.m. – 4:00 p.m.
  • Victoria General Hospital, 1 Hospital Way, Victoria Tuesday – Thursday, 8:30 a.m. – 4:00 p.m.
  • Nanaimo Regional General Hospital, 1200 Dufferin Cres, Nanaimo Monday – Friday, 8:30 a.m. – 3:30 p.m.

By Mail: Island Health Revenue Billing Department, 1952 Bay St., Victoria, BC, V8R 1J8

Please note that your billing rate has not changed as a result of the transition from Beacon to Island Health. If you have any billing questions please contact Island Health billing at 1-866-995-3299 or email revenuehsbilling@viha.ca.

Who do I contact to change my schedule or talk to someone about my care?

Your community health workers are now based out of an Island Health Community Health Services (CHS) health unit. If you have questions about your home support services, including your hours, workers or schedule, please call the health unit in your area at the phone number listed below. If you are unsure about which CHS health unit coordinates your care and your workers, please call the Community Care Access Line at 250-388-2273; they will let you know which health unit to contact.

  • Downtown/Vic West Community Health Services Unit: 250-388-2396
  • James Bay/Oaklands Community Health Services Unit: 250-388-2395
  • Esquimalt/Westshore/Sooke Community Health Services Unit: 250-519-3492
  • Oak Bay/Gordon Head Community Health Services Unit: 250-519-6945
  • Peninsula Community Health Services Unit: Phone: 250-544-2500
  • Saanich Community Health Services Unit: 250-519-5200
  • Salt Spring Island Community Health Services Unit: 250-538-4820
My family/neighbour/power of attorney handles things on my behalf. Will Island Health know how to reach them?

Yes. Island Health and Beacon worked together to coordinate and transfer the information relevant to your care. This includes the information related to whom you have designated to manage things on your behalf.

Will there be an opportunity for me to provide input about my experience with home support services?

Yes. Island Health has worked with Beacon to develop a survey for home support clients. Some clients, or their designated decision makers, were contacted by telephone to participate in a survey prior to the transition. The survey results will help inform quality improvement efforts within Island Health’s new integrated care teams. We will be conducting another survey of home support clients in early 2020. You may be contacted by phone to ask about your home support services following the integration of home supports into Island Health. This survey is optional. If you do not wish to participate in the telephone survey (in early 2020) you can call Island Health’s Community Care Access Line at 250-388-2273 or 1-888-533-2273 to let us know.

Clients who have concerns, complaints or compliments about their service are encouraged to share their input directly with their care team within the Community Health Services health unit. Care providers and their supervisors are best positioned to respond to concerns at the time and place in which they occur. If you have already pursued this option and your concerns remain unresolved, you may wish to contact the Patient Care Quality Office (PCQO) at patientcarequalityoffice@viha.ca. More information about PCQO can be found at www.islandhealth.ca.

Contact 

Clients and families with questions or concerns about the transition can contact the Community Health Services (CHS) health unit in your area (listed below), or call Island Health’s Community Care Access line at 250-388-2273 or toll-free at 1-888-533-2273.

  • Downtown/Vic West Community Health Services Unit: 250-388-2396
  • James Bay/Oaklands Community Health Services Unit: 250-388-2395
  • Esquimalt/Westshore/Sooke Community Health Services Unit: 250-519-3492
  • Oak Bay/Gordon Head Community Health Services Unit: 250-519-6945
  • Peninsula Community Health Services Unit: Phone: 250-544-2500
  • Saanich Community Health Services Unit: 250-519-5200
  • Salt Spring Island Community Health Services Unit: 250-538-4820

General Information on Beacon Community Services Transition

Referral Required?
Required
How to Get Referral

To access home support services, contact your local Community Health Services office.

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