Review Before Appointment
Our Primary Care Network (PCN) respects patient confidentiality and privacy.
When a patient receives health services from the PCN, the PCN will collect individually identifying health information in accordance with the provisions of the Alberta Health Information Act (HIA).
The PCN will collect this health information directly from the patient, except in the limited circumstances where the PCN is authorized under HIA to indirectly collect such information.
The primary purpose in collecting your health information is to:
- Provide diagnostic, treatment, and care services to you
- Verify eligibility or obtain and process payment for health services
- Health-related educational communications
The PCN will only collect, use, and disclose patient health information in accordance with the provisions of the HIA.
Information in the patient’s medical chart will be kept strictly confidential and will not be revealed to any other person or agency without written consent except in circumstances permitted by legislation which include:
- Ongoing care and treatment: Your provider(s) will consult with your care team and provide updates as necessary to your physician.
- Harm: There are some situations where health professionals are required to reveal information obtained during sessions to other persons or agencies without patient permission, but, ideally, not without awareness. These situations involve: Danger to self, danger to others, or child abuse. The sharing of information in these situations is to ensure that those persons who are in imminent danger are kept safe.
- Subpoena: Notes, reports, and other information kept on file can be subpoenaed in a court of law (i.e. the mental health therapist is required to provide the court with these documents).
- Emergency: In the event of a medical, psychiatric, or psychological emergency, a health professional can contact a family member, physician, psychiatrist, or EMS.
The PCN will also protect patient health information from unauthorized access, use, disclosure, or destruction per the privacy provisions of the HIA and any other applicable legislation.
For more information please contact the PCN’s Privacy Officer at 780-539-9204.
The PCN has a zero-tolerance policy around abusive language or behaviour; if a patient is abusive towards any PCN staff, services will be terminated, and the patient will be discharged.
Patients should be ready to attend their appointments. If a patient is not ready to attend appointments at the PCN the patient will be discharged. The patient can be rereferred back to the PCN when they are able to attend.
All patient appointments should be mutually agreed upon and the PCN aims to provide a courtesy appointment reminder via text or email at least 72 hours before the appointment.
If you need to cancel a previously scheduled appointment, please notify us as soon as possible by calling 780-539-9204 between the hours of 8:30AM – 4:30PM Monday – Friday. If necessary, you may leave a detailed voicemail message. We will return your call as soon as possible and you will be asked to book another appointment at that time. If we do not hear from you after a cancellation or No Show, your file may be closed. If a patient cancels their appointment three consecutive times they will be discharged from the program.
If a patient no shows to an appointment and does not contact the PCN within 5 business days, we will assume that the patient does not require service, and the patient’s file will be discharged.
If a patient no shows twice in an episode of care (with the same provider), the patient’s file will be discharged.
It is the PCN’s policy to avoid appointment cancellations wherever possible. Patients should only be cancelled and rearranged in exceptional circumstances after all other options have been explored.
Following a cancellation by the PCN, patients will be contacted in a timely manner and offered an alternative appointment, at a mutually agreeable date and time. Please be aware that in some circumstances you may be contacted by an alternate PCN provider if your regular provider is not available.
We will send out a link to your virtual appointment roughly 24hrs before. If you do not have this, please check Junk and/or Spam folder before calling us to resend.
Click HERE for information on troubleshooting connection and technical issues with your virtual appointment.
Be Ready To Check For Notifications
A virtual link will be sent to you the day before your appointment. If you have not received this, please first check your spam or junk folders in your email before contacting us.
Decide Where You Will Take Your Call
Try and use a quiet, private space where you feel comfortable and will not be interrupted or distracted.
Click HERE for tips on how to prepare for your virtual visit.
Before You Start Your Appointment
- Make sure your webcam is working.
- Check your volume controls and make sure your sound is not muted.
- Try out and test your microphone.
- Make sure your computer or mobile device is either fully charged or plugged in.
- Wherever possible use a wired connection which is less likely to experience connection issues.
- If you are on a mobile device (such as your phone or iPad) and you are experiencing bandwidth issues, try connecting to your home’s Wi-Fi.
- Close unnecessary apps or programs. Having too many other things running on your computer or device can reduce the quality of your call. Before starting a virtual visit, close as many unnecessary programs as possible.
The Social Work and Mental Health Services at the PCN provide many benefits to our patients; however, there are also risks that we want patients to be informed of prior to engaging in our services.
Social Work Assessment and Treatment
Benefits: GP PCN social work services are strictly voluntary. GP PCN social workers strive to assist patients in navigating the complexities of the social systems. For individuals who demonstrate the capacity to engage in services, social workers will actively encourage them to make informed decisions on their own behalf.
Risks: The amount of time a patient remains involved with social work services can depend on the complexity of the social concern and the patient’s level of engagement and participation. Despite best efforts of both the patient and social worker, a favourable result for the patient is not always achieved. Although, frustrations may arise from this process, there is an expectation of respectful dialogue with the social worker during appointments and telephone conversations. Patients that do not believe a therapeutic rapport is being established with the social worker may request a transfer to another social worker by either discussing this with the social worker or their supervisor.
Mental Health Assessment and Treatment
Benefits: An abundance of evidence suggests that psychotherapy provides significant benefits. The therapeutic experience can often be improved when the patient provides feedback to the therapist about the therapy process and the impact it is having on reducing harm and overall discomfort. Therapy is most effective when the patient fully participates and is comfortable with the therapist.
Risks: Psychotherapy may lead to uncomfortable thoughts and feelings or recollection of troubling memories. At the end of the initial session, patients often feel sad, irritable, or anxious. It is completely normal to feel this way. If you are feeling this way after your initial appointment or any appointment with your therapist, you are encouraged to talk with them and provide feedback to support comfort in the therapeutic relationship. Most patients feel better within a couple of therapy sessions. Patients that do not believe a therapeutic rapport is being established with the therapist may request a transfer to another therapist by either discussing this with the therapist or their supervisor.