Info-Santé wait times near two hours as flu season starts early

Santé Québec says the current average wait time to reach Info-Santé (811) is just under two hours.

The surge is due in part to an early start to the flu season, according to the agency.

“We are seeing an increased volume in the number of calls being made to 811,” said Santé Québec spokesperson Lisa Fiset. “We see about 118-minute wait for somebody to be able to speak to a nurse at 811.”

The 811 service provides health-care advice, symptom evaluation and guidance on when to seek emergency care.

In light of the long wait times, Fiset said callers can register to receive a call back instead of staying on the line.

“A nurse will be able to guide you and tell you what best practices to take to be able to care for yourself or a loved one at home, they will also be able to redirect you,” she explained.

With emergency rooms across the province experiencing prolonged wait times — including 15 Montreal hospitals currently operating above 100 per cent capacity and two exceeding 200 per cent — Quebecers are being urged to call 811 before heading to the ER.

READ MORE: Quebecers urged to avoid ERs amid flu and respiratory virus ‘maelstrom’

“The majority of people who are waiting in the ER are what are called p4 or p5 cases. Those are non-urgent cases. If you go to the ER and you’re presenting with an urgent case, and you are deemed to be a priority, you will be seen quickly. So it’s difficult to say exactly what the wait time is, because it does vary on how you’re triaged and what your priority is,” Fiset said.

Fiset is also advising the public to consult the Santé Québec website, where a self-care guide is available in both French and English.

“If you’re experiencing symptoms, if you’re feeling unwell, you feel that you have a fever, you have gastroenteritis symptoms, the holidays are approaching, try to avoid going into crowded places,” she said.

“If you have to go somewhere, let’s say you need to go make a last-minute trip to the mall, wear a mask if you can, to keep from spreading whatever virus you may be carrying to other people.”

While the agency said it does not have influenza-specific data, Santé Québec confirmed that more than 2,000 people with flu-like symptoms have recently visited emergency rooms.

From Dec. 8 to Dec. 21, an average of 69,260 appointments per day with a health-care professional were offered, according to the agency.