🎞️ View webinar recording: Engaging patients as active participants in their own care

If you participated in the webinar, we would love your feedback!

Webinar description

Your CHR is built for the new realities of care delivery. It enables true collaboration between patients and health care providers. With patient engagement at its core, the CHR helps drive clinical and administrative efficiencies, while making patients active participants in their own care. In this webinar, we will guide you through an overview of:

  • eBooking

  • Automated reminders

  • Encrypted messaging

  • Video visits

  • Digital health Qnaires

  • TELUS CHR patient apps

  • And more!

Participant questions and answers

We have more than one clinic location that patients can select from when using the CHR eBooking tool. How can I prevent my patients from requesting the incorrect location when using eBooking?

If you have one CHR domain with multiple locations, you cannot prevent a patient from booking various locations. You can, however, add detailed descriptions about each location. When requesting an appointment online, the patient can click on a Click here for more information link under the location name to see more details. You can also allow your online booking title and description to appear in a new window when the patient selects the location. See Adding or modifying location descriptions for eBooking.

📌 Note: You are in control of your patient’s appointment requests. You can reject a requested appointment with or without a message about why it was rejected. Alternatively, if you see that the patient selected the incorrect location, you can change the location when you approve the requested appointment.


What about noting allergies? Does the patient document that in their intake Qnaire? Due to the fact the medication was suggested in the chart.

You can create a clinic-specificIntake Qnaire or medical history Qnaire and add any relevant questions to your clinic. See Creating Qnaires. As seen in the webinar demo, the patient’s answers appeared in the provider’s Rash encounter since the clinic used a Rash Encounter template.

In the Qnaire, patients can be asked to document any allergies. These can then appear in the encounter with all the other responses.


I want to only allow patients already seen to be able to book follow-up appointments. How do we let patients know how to do this? And what are the names of the appointments?

You can create a follow-up appointment type. See Creating and modifying appointment types. You can configure this appointment type to allow only existing patients (i.e., patients with a chart in your CHR) to request them online. See Allowing new and current patients to self-book an appointment type).
There are various ways of informing your patients on how to book a follow-up appointment. One efficient way is to send a patient a direct message using a message template. See Creating message templates. In the template, you can advise your patient how to book a follow-up appointment and even include the link to your clinic’s eBooking site: www.yourclinicname.inputhealth.com/ebooking.


Can you indicate on a schedule where a specific appointment type can be booked? For example, same day appointments for new patients only between 9am and 11 am.

Every provider at your clinic has a schedule. You must configure working hours for each provider by specifying the days, times, location (virtual or in-person), and appointment types available for booking. Therefore, you can decide where a specific appointment type can be booked in the providers’ schedule. See Setting up provider schedules.

You can also set minimum and maximum booking notices per appointment type, ensuring patients can make same-day appointments. See Creating and modifying appointment types.


Dr A works 9am-5 and only wants to see walk-ins from 9-11am. Can that be done on the schedule.

Yes, this is possible to configure in Settings > Scheduling. See Setting up provider Schedules


Is there a way to make 20 min or 75 min appointment?

Yes, you can choose the length of an appointment type your clinic offers. See Creating and modifying appointment types. When you book or approve these appointments, you can change the appointment length if necessary.


Is there a way to update the health profile from within the encounter? I see it pulls but not sure how to change it once the data is pulled in i.e. medication, allergies etc.

Providers can click into the Health Profile variables in an encounter template to edit them. These edits update Health Profile in the patient chart upon saving the encounter. See Health Profile.


Can you delete an encounter/ encounter template? For example, if a patient booked his online appointment with presenting issue of X, but when in the room with the provider, the patient was actually treated for Y.

Suppose the patient’s appointment is associated with a presenting issue linked to an encounter template, in that case, you must change the presenting issue before you open the encounter that is associated with the patient’s appointment.
Alternatively you can click Template in the top-right corner of the encounter to add a new encounter template to the original one. See Starting an encounter.


If a patient showed up for an appointment and did not complete the Qnaire, is there a quick way to resend the Qnaire for them to do, or do we have to resend the Qnaire?

If you see that the patient has not completed their pre-visit Qnaires, their appointment status is Action required in the schedule, you can:
a) Ask your patient to login to their patient portal. Click Appointments > select today’s appointment and click Start Pre-visits task, or
b) Ask your patient to login to their patient app and either tap on the actual appointment or tap the Qnaire icon in the bottom row.


When is the patient portal activated? Is it something patients can currently access? And how do patients access it?

Patients can access the patient portal as soon as your CHR domain is live. See Allowing patients to access the patient portal. Your patients can access it by entering the URL in their web browser: www.yourclinicname.inputhealth.com/portal in their browser.


If you have multiple providers offering the same appointment type (walk-in or same-day), how do you differentiate on the schedule so that patients can book these only when we want them offered?

You create a separate schedule for each provider. For example, provider A can see walk-ins in the morning and provider B can see walk-ins in the afternoon. Patients can only request to see provider A in the morning, and provider B in the afternoon.

If you want to allow only certain patients to book an appointment online, you can create a status tag, apply the tag to those patients and configure your appointment type conditions to allow only the tagged patients to book that appointment. See Applying conditions to appointment types. For example, you could create an appointment type called “Do not allow eBooking” and set all appointment types to have a rule where patients with this status tag cannot book.

If you do not want to allow your existing or new patients to request appointments online, you can configure your appointment type. See Allowing new and current patients to self-book an appointment type).


Is there a way to view default notifications?

Yes. From the main menu, select Settings > Notifications, and under Email or SMS, select the notification that you want to view (and modify).


Can you review a group appointment with multiple allied health professionals/ Multiple providers in one group appointment? Wondering about documentation for all personnel.

More than one provider can be added to a group appointment. See Booking group visits. However, each provider has to create their own encounter note in the patient’s charts.


What is the Cost of one sms? My patient requests to receive sms notifications only.

As part of your TELUS Collaborative Health Record (CHR) monthly subscription, every licensed provider can send 1000 SMS messages from the TELUS Collaborative Health Record (CHR), per month for free. If the number of SMS messages exceeds your monthly limit, we charge every additional SMS message at $0.10 each. See Avoiding SMS overage charges.


If you select the same day appointment type can that only be booked by the patient via the portal.
As a CHR user, you can book any type of appointment at any time with any provider. You can control when an appointment can be requested by a patient. The same day appointment type is usually one with a minimum booking notice of Same day and maximum booking notice as Same day. See Creating and modifying appointment types.


Updated: April 25, 2022

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