The West Carleton Family Health Team invites all of our patients to utilize our Patient Health Portal. The Patient Portal is a secure online tool for you, our patient, to receive and review your health information.
If this is your first time accessing TELUS CHR Connect, at the bottom of the login screen, select Sign Up.
Note: If you've accessed TELUS CHR Connect before (even if it was for another clinic) log in using your previously set credentials.
If you've forgotten your password, select Forgot Password. Once you've logged in, you can then add this clinic to your account and switch to the new clinic.
Select Sign up with email, or to use single sign-on, Sign up with Google or Sign up with Apple. (If you select a single sign-on option, skip to step 5.)
On the Create a new account screen, fill in your email address and create your unique TELUS CHR Connect password.
Note: The password must have at least one uppercase, lowercase, digit, and special character. The password must also be at least 8 characters long.
Click the checkboxes to confirm the Terms of Use and Privacy and Consent Information.
Click Sign up or, if using single sign-on, select Continue.
Your TELUS CHR Connect account is created, and a window appears advising that a confirmation email has been sent. If you do not receive the email, click Resend email. Once the confirmation email is sent, the window disappears and you are taken to the CHR Connect Log in screen.
Open the confirmation email, and select the Confirm your email button. If you are on a mobile device, the CHR Connect app opens. If you are on a computer, the desktop version opens in a new browser window.
If you are on a mobile device, select if you would like to Log in with biometrics.
On the Add Clinic screen, use the Search clinics field to search for your clinic by name. West Carleton Family Health Team.
Tips:To confirm you've found the correct clinic, select location(s) under the clinic name to view the clinic details. All of the locations for that clinic appear with their addresses.
You must search by the clinic name, you cannot search by location or phone number.
Select the + icon beside the clinic name to add the clinic.
Type the required information about yourself in the appropriate fields.
Note: As you are already a patient at the clinic, click I have visited this clinic before. Ensure that you add the same information the clinic has on file. CHR Connect uses first name, last name, date of birth and health number in order to match you with your patient profile at the clinic.
Select Submit. As you are a patient at the clinic TELUS CHR Connect should link with your patient profile at the clinic if you entered the information correctly. Click Connect.
If the system is unable to link with your existing patient profile, a No match found or Contact your clinic message appears. Clickthe X to close the window. Verify that the information you entered is accurate and try again. If you still cannot connect, contact your clinic to confirm that you are adding your information the same way they have it on file.
Your account is successfully connected to the clinic and the homepage section of TELUS CHR Connect opens.
Linking/UNLINKING your account with your dependants
Important Considerations
The linked account must be for a minor, under 12. A minor can also create their own CHR Connect account. You as their guardian have access to the same information as them.
If you connect your child’s account to yours before they turn 12, you continue to have access to their account after they turn 12.
To add a dependant, you must have your own CHR Connect account and belong to the same clinic.
Steps
From the CHR Connect app, or website, click Profile.
Note: If you have multiple clinics connected to your CHR Connect account, ensure that you are in the clinic that you would like to add your child to. (To ensure you are in the right clinic, click Home > My Clinics).
The Profile section opens, at the bottom of the Profile section, click Manage family.
If you have already linked a dependants’ account, their full name, sex and age shows.
TO REMOVE A DEPENDANTS PROFILE CLICK THE TRASH ICON NEXT TO DEPENDANTS NAME
To add a dependent, click Add a child.
In the Add a child section, type the required information about your child in the appropriate fields. You also need to specify your relationship, for example, Mother.
Tip: If the child is already a patient at the clinic, ensure you add the same information the clinic has on file. CHR Connect uses first name, last name, date of birth and personal health number in order to match your child with their patient profile at the clinic.
Select the checkbox to confirm that you are the parent or legal guardian of the minor.
To link your account with the minors, click Save.
Notes: If your dependant is not a patient of the clinic, a warning message appears and the dependant's account is not connected. Contact the clinic directly for more information.
To unlink the account, click the trash can icon beside the child's name. To edit the child’s account, under Manage family, click the child’s name and select Edit in the top-right.
To edit the child’s account, under Manage family, click the child’s name and select Edit in the top-right
account information and preferences
CHR Connect has a user menu containing helpful actions, such as logging out, or selecting your preferred language for viewing the app. For desktop users: The user menu appears as a sidebar on the right-hand side. For mobile app users: The user menu is accessed by selecting your profile icon at the top-right corner. Here are the main sections in the user menu: Account Settings
You can view and change your account information, such as your email, password, or notification and marketing preferences.
Note: To ensure you receive Broadcast Messages from the clinic, confirm that you have Commercial/marketing consent enabled
To delete your account, beside Account, click Delete.
Notes: The clinic keeps a record of your file for legal and safety reasons. Deleting your account does not affect your status with your provider, but you can no longer book appointments online. If you have any booked appointments, the system does not cancel them. Contact the clinic directly to cancel these appointments if needed.
Profile(s)
If you are connected to multiple clinics, ensure the correct one is selected in the My Clinics panel on the left-hand side. You have a separate profile for each clinic.
You can view and confirm your demographics in the profile section. You can update your display name, gender identity and pronouns.
If you have dependants, you can manage their healthcare by linking your account with theirs. For more information, refer to to the FAQ option above.
You can also remove a clinic from your CHR Connect account. To remove a clinic, ensure you have it selected, and in the Personal information section, click the garbage can icon beside your name.
Payment Method
Payment method is only visible if your clinic has itenabled.
You can securely store your credit card details for your clinic to easily process payments.
Notes:
The clinic would only process a payment with explicit consent by you.
Your credit card details are securely stored on Stripe, a secure and common payment processor, and are not visible to the clinic.
NAVIGATING THE HOME SCREEN
Home is the landing page for CHR Connect, and is an overview of all your new or actionable items. For example, outstanding invoices or unread messages. Basic information shows for each item. You can click the item to open it without navigating to that specific section on the CHR Connect app.
West Carleton Family Health Team may also publish messages in the Broadcast section, these messages may be generic (ex. holiday hours) or you may have been targeted for the message specifically (ex. preventative care due). To ensure you see these messages, confirm that you have Commercial/marketing consent enabled under settings for account information as listed in the FAQ above.
Tip: For quick actions, click the + icon at the bottom-right corner. For example, New appointment
VIEWING/BOOKING APPOINTMENTS
You can book appointments, pre-pay appointment fees, view details for past and future appointments, and start a scheduled virtual visit in the appointments section. You see the following information associated with your appointment.
Upcoming and Previous tabs - Appointments are listed according to date.
Type - Shows the appointment date, provider, and type, for example, physical exam or new patient
Visit Time - Shows the appointment date, time and length.
Patient - If you link your account with your dependants', the dependants’ name shows for their appointments. For more information, refer to relevant FAQ above.
Status - Shows the appointment status, for example, In progress, Checked In or Completed.
Click a Confirmation Required status to confirm or decline your appointment.
Click an appointment with the Action required status to complete Previsit Questionnaires.
If the appointment time has passed, it’s shown as Closed and moves from the Upcoming tab to the Previous tab.
View, Join virtual visit and Check In buttons
Click View to see more information about your appointment, cancel or change the appointment, and fill out any required questionnaires.
When your provider opens the visit or 5 minutes before the visit is scheduled, Join virtual visit replaces View. Click Join virtual visit to start your visit.
Check In shows thirty minutes before a physical visit. Click Check In to let your provider know you have arrived. (coming soon)
MESSAGES
All messages for you and your dependants appear in the Messages section. You are notified of new messages via your preferred notification method (email, SMS or push notification).
You can send new messages, or reply to an existing message. You can also attach PDF, JPG or PNG files to your message. Once your provider closes the conversation, you can no longer reply.
In addition, you can write Drafts and view Archived or Sent messages. Messages are never archived automatically; you must click Archive. And you can Restore archived messages if needed.
You can use the filters to view only unread messages, messages sent by a specific provider, or only your messages or the messages of one of your dependants. Use the search field to search for messages.
If your clinic uses broadcast messages, you can view new and old messages in the Broadcast tab. To ensure you see these messages, confirm that you have Commercial/marketing consent enabled.
BILLING
You can easily view and pay your and your dependants’ private bill invoices in the billing section. To see the full invoice, click the invoice.
You see the following information associated with your invoice.
Outstanding and Paid tabs - Within each tab, the invoices are listed by date.
Tip: To get a copy of an invoice, from the Paid tab, click the invoice and click Request PDF.
Invoice Number - Shows the invoice number and provider.
Patient - If you link your account with your dependants', the dependants’ name shows for their invoices.
Due Date - Shows the date the bill is due.
Status - Shows if the bill is Paid or Unpaid.
Total - Shows the total amount of the bill.
Pay - For unpaid bills, click Pay to quickly pay your bill.
Notes:
You can add a payment method to your account under account information and preferences to your account so that your clinic can easily process payments.
DOCUMENTS & QNAIRES
Qnaires are questionairres, surveys, or otherwise that provides the ability for our clinic to gather structured information from you. They can be either clinic initiated or self-initiated.
Clinic initiated qnaires may be sent to you prior to an appointment to gather specific information about your or your condition, or may be sent to you to offer the opportunity to give us more information or send a photo.
Self-initiated qnaires are automatically loaded within everyone's account. These are available in the CHR Connect under "Documents". Our Medication Refill Request and Immunization Reporting Qnaires, among others, are available here. We continue to explore opportunities for more
You can view and complete any Qnaires enabled by our Clinic. We will be notified when you complete the Qnaire.
Click a Qnaire to open and complete it in a new window.
Note: If you have linked dependents, you can complete Qnaires on behalf of dependents.
Still having trouble linking your account? Try these things:
Ensure you selected the clinic "West Carleton Family Health Team" (Not WCFHT)
Ensure you entered your name exactly as it is written on your Health Card
Ensure the information you are entering is the same as what the clinic has on file (ie. the same email address that you get notifications from the clinic to)
This is a service offered free of charge to all WCFHT patients. You must create an account and add our clinic. We encourage all users to login and regularly review and verify their basic demographic and contact information regularly and update as needed. In particular, contact information should be kept up to date. Clearing your account and logging in is easy, and your only need your Health Card number, date of birth, and the email address or mobile number on file.
Email Policy: we will send you notifications to the email address we have on file to let you know when you have a new portal message. It is suggested that you use a personal email account that you check frequently – we don’t like to receive out of office notifications when there is important health information to communicate. In particular, due to Personal Health Information Privacy regulations, all users over 14 years of age should be have their own email address on file associated with their Portal. You may update your email address at any time in the Patient Portal.
