'Close to crisis': Confrontations reach peak at Newmarket vaccination centre: mayor

As confrontations near a crisis point at Newmarket’s COVID-19 vaccination centre as a result of a “very confusing” rollout, workers “are at their wits’ end,” according to Newmarket’s mayor.

“At Ray Twinney centre, we’re having what is close to a crisis in confrontations. I think it’s safe to say that there (are) workers at their wits’ end at being treated poorly. It’s not acceptable to treat anyone poorly, but it’s also understandable at times when people who think they are eligible are turned away, there’s confusion,” Mayor John Taylor told medical officer of health Dr. Karim Kurji yesterday at a special regional council meeting.

“It’s very confusing for residents to understand if they’re eligible, under what conditions they’re eligible, or if they’re not. And some may want to take advantage of that confusion, but most are just confused,” he said. “They go to get vaccinated and get turned away.” 

Taylor questioned if some of the confusion could be allayed if residents and workers in York Region could book their vaccine appointments at local clinics using the provincial system.

York Region launched its own appointment booking system two weeks prior to the provincial system so it could begin vaccinating seniors outside of long-term care and retirement homes on March 1.

“Would (that) maybe change that issue of conflict that is really, really challenging… we have employees who are very frustrated by all of the confusion and the abuse they take over it.”

“My understanding is that Markham Stouffville, which is … using the provincial system has far less confrontations with residents vis-a-vis frontline workers,” Taylor told Kurji.

As of yesterday, York Region has aligned its vaccine eligibility with the province’s rollout, which should hopefully “correct” the confusion, Kurji responded.

While York Region initially intended to migrate its appointment bookings to the provincial COVAX system, the “many many challenges” reported by other public health units changed that decision, he explained.

While that decision continues to be evaluated, Kurji said it would be “a huge negative” now to transfer data from one system to the other, and that the York Region system would need to be maintained for the second dose appointments. 

He added that the public health unit continues to also receive complaints from residents using the provincial system.

“I don’t think we could expect any reduction in the calls coming to you or going to us if we transitioned over to COVAX, as we already get many such calls just now with respect to complaints about … the provincial system.” 

“Those are ongoing discussions that are being held, and at the right time … we would transition to COVAX,” he added.

 “The only thing I would say, Dr. Kurji, is I’m not worried about the calls, I can do that, but I’m very worried about frontline staff. I believe we’re going to lose staff … (who) are not going to keep doing that under these circumstances."

He suggested the region explore “every possible way” to reduce conflict for staff, as well as residents, “who in all fairness,” have a reason to be to be confused and frustrated.