Troubleshooting - CHR performance issues

The TELUS Collaborative Health Record (CHR) is a cloud-based electronic medical record that runs using Google Chrome. Most functions should load in just a few seconds, except some more labour-intensive functions such as Analytics reports or performing chart exports.

When something is taking a long time to load, or you are having other performance issues, always try refreshing your browser as a first step. This reloads the CHR application on your computer.

If reloading does not work, try closing Google Chrome completely. On Windows, click the x in the top-right corner. On a Mac, click Chrome > Quit Google Chrome. Then reopen Chrome and log back into the CHR.

Several factors can influence the speed and performance of the CHR. While sometimes there are issues with the CHR, some common causes of performance issues are factors that are within your control.

If you are conducting a Virtual visit and the patient is having issues, the following can also be tested with them.

Factor	Possible solutions
Internet connection	Check your current internet speed on a speed test website, such as www.fast.com. We recommend a minimum of 15 Mbps download and 10 Mbps upload. You should compare the number you get with the one advertised by your internet service provider. If you notice your internet speed is not what it should be, you can consult your IT administrator. There are several factors that can affect your internet connection speeds. Congestion, too many people are trying to do too much on the same internet connection. Common causes are uploading/downloading, video/music applications, or other heavy usage software. Outdated devices, such as the internet modem. You can also try restarting your modem. Wi-FI signal, you might need to be closer to your router. VPN, or other software on your device.
Computer	Ensure your computer meets our hardware and software requirements.
Other applications	Try closing other applications running on the computer, such as: Music streaming applications (e.g. Spotify, Apple Music) Video conferencing applications (e.g. Zoom, Skype) Word processing applications (e.g. Microsoft Word, Pages) Other web browsers (e.g. Safari, Firefox) 💡 Tip: If you are having Virtual Visit issues, close all other applications that may use your camera (e.g. Skype, Facetime, Google Hangouts, Zoom, GoToMeeting).
Google Chrome	Ensure you are running the most recent version of Chrome. See Updating Google Chrome. 📌 Note: You must use Google Chrome. The CHR is not tested on other browsers.
Browser extensions	Check if there is a Chrome extension slowing down your browse. Open an Incognito window in Google Chrome, and then log into your CHR account. The Incognito window disables most Chrome extensions. If your speed improves significantly with this step, it suggests that there is an extension affecting the speed of the CHR. Consult your IT administrator, or disable the extension.
Cached browsing data and cookies	When you visit websites and use applications in your browser, such as the CHR, your browser saves images, webpages, passwords, and other content to allow you to quickly reload these pages in the future. Over time, the amount of information saved can become quite large, slowing down your browser. In addition, the CHR also saves some backend information, after a new release you may need to clear the old saved data. This does not slow down the CHR but rather results in features not working correctly. Refer to Clear browsing data for instructions on how to clear your browser data and cookies.
Large amounts of data in the CHR	If only a specific section of the CHR loads slowly, that section may have a large amount of data, making it difficult to load. You should reduce the amount of information that is loaded for that area. Two common examples are the Inbox and Patient Summary. If the Inbox loads slowly, use filters so that not everything needs to load at one time. For example, view one provider's Inbox at a time and only the message types relevant to you. For more information, refer to Filtering your inbox. If the Patient Summary loads slowly, look at your configuration to reduce the amount of data that loads when you first open the Patient Summary. This can be optimized by reducing the number of segments of the Patient Summary that auto-expand, and by minimizing the number of records that load in each section. For more information, refer to Customizing the patient summary.

If you are still experiencing performance issues after trying all of the above, please contact your clinic IT administrator or the TELUS Health support team through the support chat.

📌 Note: The TELUS Health support team is only trained on troubleshooting issues with the TELUS Collaborative Health Record (CHR), if the issue is specific to your device, you must consult your clinic IT administrator.

Updated February 23, 2024