We are trying to ensure that all of our staff are up to date, they understand the policies, they understand the policies that exist.

We are actually doing a medical travel review and modernization to improve the medical travel experience. One of the things that we’re doing is focusing on client service and making sure that all of our medical travel staff have gone through and are certified as customer service agents, which means they will be able to work better with our clients.

In the case the Member is describing, I would certainly be happy to look at it to make sure everything worked out, or

if it didn’t, we can fix it to

make sure it doesn’t happen again. We are trying to ensure our staff are trained. We are trying to ensure they understand the policies. We are trying to ensure they know what latitude they have. But at the end of the day, everything around medical travel is going to require some sort of medical practitioner’s recommendation for changes, so we still need to make sure that the medical system is involved. Thank you, Mr. Speaker.