When a provider or employee leaves your clinic, a TELUS Collaborative Health Record (CHR) administrator must deactivate their CHR user account. Users are never deleted, for medico-legal reasons. You can always re-active their account if the person returns to work at your clinic.

⚠️ Important: If the deactivated user has an appointment schedule with appointments booked in the future and has outstanding Qnaires, move them to another provider. Otherwise, all appointments will be cancelled and Qnaires removed.

In Ontario, if the user was configured for MDBilling, they are automatically disconnected from MDBilling. The provider or clinic will not receive any new information regarding that provider’s claims that were previously submitted or received.

📌 Note: You require the permissions Edit Other Users to deactivate a clinic user's account. See User Permissions.


  1. From the main menu, click Settings > Account.

  2. Under Users List, find the user to deactivate and click the delete icon.

    A practitioner data window appears, prompting you to cancel or move any pending appointments and Qnaires (recurring and sent) to an existing user.

  3. For each category (Appointments, Recurring Scheduled Qnaires, Send Qnaires), select Move to another practitioner and choose the new provider.

  4. Click Deactivate.

  5. When prompted to confirm, click Ok.

  6. When prompted, type your account password to confirm and click Submit.

    Once deactivated, the user appears in a list of Deactivated Users at the bottom of the users list.

  7. To reactivate the user again, click the lock icon.

Updated July 23, 2021

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