⚠️ 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.
The TELUS CHR Connect app is a great way to connect with your patients. To deliver an optimal experience, you should be prepared to assist your patients if they encounter an error or cannot connect.
You can provide the following resources to your patients:
📌 Note: The troubleshooting article has tips for CHR Connect, as well as technical issues that may arise with their device.
General tips:
End all previous virtual visits once they are completed. Do this by selecting the Close button in your virtual visit window. Make sure the patient does not have an older visit open.
Basic instructions are provided in the virtual visit invitation. You can edit the invitation to include additional troubleshooting steps common for your patients. For more information, refer to Customizing appointment notifications for patients.
If you or the patient accidently leave the virtual visit, you can easily reconnect with them. In the pathway card, click Join video chat. Another invitation is sent to the patient.
As a precautionary measure, have your patient's up-to-date phone number in their chart so you can call them if they require assistance with connecting to the visit. Their number appears in the scheduled appointment and in their demographics.
If the patient has an issue with their access code:
Resend the virtual visit invitation. The patient may be using a code for a different visit. The code is unique to each visit and cannot be used twice.
If the patient has not received the automated invitation, resend the invite from the virtual visit window. Ensure that their email/phone number is correct.
The patient can create a CHR Connect account, and access the virtual visit without the code. They can do this on a computer, cell phone or tablet.
If the patient cannot connect:
Verify if the patient has successfully linked a CHR 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 also hover over the icon to verify the status.
If the patient is using a cell phone or tablet, they must download CHR Connect from Google Play or the Apple App Store. They cannot access the virtual visit via their web browser.
If the patient does not want to download the app, they must use a computer.
The virtual visit invitation is sent five minutes before the visit and contains a link for them to access the visit.
If they are on a cell phone or tablet and do not have the app installed, their app store opens and they must download the app.
If they are on a cell phone or tablet and have the app already installed, the app opens. They must log-in using the access code provided, or if they have an account they must sign-in using their login credentials.
If they are on a computer, https://chrconnect.telushealth.com opens in their default web browser. If they do not have an account they must log in using the access code provided, if they have an account they must sign in.
There are various technical issues that the patient may encounter, for more information refer to Troubleshooting TELUS CHR Connect virtual visits (for patients).
If you cannot connect:
There are various technical issues that may prevent the virtual visit from working correctly. For more information, refer to Troubleshooting - CHR loads slowly.
Ensure that your audio and video devices are functioning outside of the virtual visit. If you are using a headset and cannot hear, try without the headset.
Sometimes your Chrome browser settings block the camera/microphone; make sure your permissions are set to allow access. If allow does not work, set the camera/microphone permission to Ask instead. If set to Ask, you will get a pop-up when the virtual visit wants to connect to your camera/microphone. Click Allow in the pop-up.
Updated August 28, 2024