TELUS CHR Connect (for patients)

🎞️ View video overview: CHR Connect

You can use the TELUS CHR Connect app to connect with your clinic and provider. Using TELUS CHR Connect, you can:

Connect with new providers in your area.
View your demographics and update your preferred name, gender identity or preferred pronouns.
Book appointments and, if your clinic requires, pre-pay appointment fees. The CHR integrates with Stripe to process payments securely.
View, change and manage upcoming and historical appointments.
Communicate with your clinic via our secure messaging system, including sending and receiving images and other attachments.
Manage your dependants' healthcare.
View and pay invoices, and securely store credit card details for your clinic to easily process payments.
Attend secure virtual visits with your provider. For more information, refer to Attending virtual visits through TELUS CHR Connect.
- Complete required tasks during your virtual visit.

You can access TELUS CHR Connect via the app (cell phone or tablet) or on our website (computer). For more information, refer to Setting up TELUS CHR Connect.

If you have multiple clinics on your account, you can switch between them using the My Clinics panel:

For desktop users: Use the sidebar on the left.
For mobile app users: Select the three lines in the top-left corner.

CHR Connect has the following sections.

📌 Note: You can also access additional sections via the user menu.

Home

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.

Your clinic may also publish messages in the Broadcast section, typically these messages are generic and not specific to you. To ensure you see these messages confirm that you have Commercial/marketing consent enabled.

📌 Note: If you have multiple clinics connected to your account, you can select the clinic on the left.

💡 Tip: For quick actions, click the + icon at the bottom-right corner. For example, New appointment or Find new clinic.

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.

Field	Description
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 Linking your TELUS CHR Connect account with your dependants (for patients).
Location	Shows Virtual visit or, for physical appointments, shows the location address.
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 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.

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.

To send a new message, click Compose in the top-right corner. In the To field, you can search for and select which provider you want to send a message to. To add an attachment to your message, click the paperclip icon beside Send.

📌 Note: Your clinic or specific providers may not allow new messages or replies to some messages.

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.

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.

📌 Note: If you clinic sends claims electronically to your insurers, you may also see paid claims.

You see the following information associated with your invoice.

Field	Description
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. For more information, refer to Linking your TELUS CHR Connect account with your dependants (for patients).
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:

To pay a bill using the TELUS CHR Connect app, your clinic must be configured to accept payments.
You can add a payment method to your account so that your clinic can easily process payments.

Updated December 13, 2024