🎞️ View video overview: CHR Connect
⚠️ Important: This is a new feature being rolled out in phases. If you would like to start using TELUS CHR Connect, contact chrconnectsupport@telus.com.
Patients can use the TELUS Collaborative Health Record (CHR) Connect app to connect with your clinic. There are two tiers of CHR Connect: basic, and pro. The basic tier of CHR Connect comes free of charge. CHR Connect Pro is a paid subscription. For more information, contact chrconnectsupport@telus.com.
TELUS CHR Connect enables patients to:
Connect with new providers in their area and save the clinic to their CHR Connect account.
View and update some of their demographics.
Book appointments. For more information, refer to Overview of eBooking.
View, change and manage upcoming and historical appointments, if you allow them to. For more information, refer to Customizing clinic-wide eBooking settings.
Complete pre-visit Qnaires.
Manage their dependants' healthcare.
View and pay invoices, and securely store credit card details for you to easily process payments.
Communicate with you via our secure messaging system. For more information, refer to Sending messages to patients through the patient portal.
Conduct secure virtual visits with you. For more information, refer to Virtual visits and Attending virtual visits through TELUS CHR Connect (for patients).
Complete required tasks during their virtual visit.
Additionally with CHR Connect Pro, you can:
Give patients the ability to complete Qnaires and send a new message to a specific provider’s inbox.
Set up an automatic response to all patient messages received by your clinic.
Add your logo, and customize the color palette for your clinic's appearance on the CHR Connect app.
Send push notifications and clinic-wide broadcast messages.
To configure these settings, please refer to TELUS CHR Connect Settings.
Patients can access CHR Connect via the desktop version (https://chrconnect.telushealth.com) or by downloading the app from the Apple App Store or the Google Play Store. Patients must create a CHR Connect account to access the app, however they do not need an account to attend a Virtual Visit. Refer to our patient-facing article on how to get started: Setting up TELUS CHR Connect (for patients).
You can quickly verify that your patient has successfully linked their Connect account with your clinic. A CHR Connect icon appears in the patient header; when the icon is purple the patient has a linked account. You can hover over the icon to verify the status. You can also view some patient actions like connecting or disconnecting their account with your clinic, or if they've updated their demographics, in the activity log.
CHR Connect has the following sections:
💡Tip: For more information on each section, and how your patients use the app, refer to our patient facing articles.
The landing page for CHR Connect, or Home is an overview of all the patients' new or actionable items. For example, outstanding invoices or unread messages. Additionally, if you have CHR Connect pro, active broadcast messages appear.
If patients have multiple clinics connected to their account, they can select what clinic’s information they want to see in the My Clinics panel on the left-hand side.
Appointments
Patients can book appointments, view details for past and future appointments, and start a scheduled virtual visit.
📌 Note: Patients don’t see cancelled appointments or presenting issues.
The appointment status the patient sees on CHR Connect is connected to the appointment time or status in the CHR. For example:
Being seen and In room show as In progress.
Arrived shows as Checked In.
Visit Completed and Note Signed show as Completed.
Confirmation Required allows patients to confirm or decline their appointment directly in CHR Connect.
If the appointment time has passed, the appointment status is shown as Closed and moves from the Upcoming tab to the Previous tab. If it is a virtual visit and the pathway card is not closed, the appointment stays in the Upcoming tab and the appointment status is displayed for 24 hours.
Patients can join their scheduled virtual visit from the appointment. When the virtual visit pathway card is open, or 5 minutes before the visit is scheduled, Join virtual visit replaces View and allows the patient to start their visit.
📌 Note: If the pathway card is opened before the visit time, the patient sees Join virtual visit and can join the visit early.
Check In shows one hour before a physical visit. When a patient clicks Check In, the appointment status in the CHR updates to Arrived.
If the patient has linked dependants, the dependants’ appointments also appear and the patient can join their dependants’ virtual visit. If more than one parent or guardian has the same dependant linked to their CHR Connect account, they can all join the same virtual visit. For more information, refer to Linking your CHR Connect account with your dependants (for patients).
Messages
All of the messages you send to your patients appear in the Messages section. The patient is notified of new messages via their preferred notification method (email, SMS or push notification). Additionally if you have CHR Connect pro, patients can view new and old broadcast messages.
If the patient has a linked dependant, their messages also appear. For more information refer to Linking your CHR Connect account with your dependants (for patients).
Billing
Patients can easily view and pay their and their dependants’ private bill invoices on CHR Connect.
📌 Notes:
Provincial or other insured invoices do not appear on CHR Connect.
The exception to this is if your clinic uses eClaims.
You can give patients the ability to view and pay their private bills directly from CHR Connect. For more information, refer to TELUS CHR Connect Settings.
For patients to manage and pay their bills, you must have Stripe integrated in your CHR.
Documents
Patients can view and complete any self-initated Qnaires that you have configured. Refer to Setting up self-initiated Qnaires for CHR Connect.
📌 Note: Self-initiated Qnaires are available only with CHR Connect Pro.
Profile
📌 Note: The Profile section is accessed via the user menu.
Patients can view and confirm their demographics. They can update their display (preferred) name, gender and pronouns directly in CHR Connect. The patient's gender identity, preferred name and preferred pronouns will automatically update in the CHR. For all other demographics, such as sex, age, and phone number, patients are prompted to contact you. The phone number and email provided to the patient are from your clinic's account information settings. For more information, refer to Updating your clinic's account information.
To manage their dependant’s healthcare, patients can link to their dependant’s account. For more information, refer to Linking your CHR Connect account with your dependants (for patients).
Updated February 5, 2025