CWC PCN PATIENT CONNECT FAQ

What is CWC PCN Patient Connect?

CWC PCN Patient Connect is a digital health platform that provides patients the option to meet with PCN team members or physician members remotely across any device, increasing their access to care. The simple, secure platform is powered by software from OnCall Health and supports interactive forms, online scheduling for phone and video appointments, video conferencing and instant messaging. It also facilitates communication and collaboration among healthcare professionals to keep everyone up to date on patients’ progress.

OnCall Health is a Canadian technology company located in Toronto. They specialize in partnering with healthcare organizations and connecting healthcare professionals with their patients.

Who will benefit most from using CWC PCN Patient Connect for their appointments?

Individuals who have difficulty attending in-person appointments because of challenges with mobility, travel, childcare, work schedule or mental health can benefit from a digital health platform. A survey by American Well in 2017 found that 66 percent of people would be willing to use video for their appointments. During times of medical emergency, virtual care is one important way physicians can continue to care for their patients while ensuring the patient's safety as well as that of the physician and their staff.


Does CWC PCN Patient Connect comply with privacy legislation?

CWC PCN Patient Connect complies with all relevant national and provincial privacy legislation, including the Health Information Act and the Personal Information Protection and Electronic Document Act. The underlying technology – OnCall Health’s software – is regularly audited by a third party to safeguard privacy obligations, and all of their servers are privately hosted and located in Canada. You can learn more about OnCall’s commitment to privacy on their website.


How do I gain access to CWC PCN Patient Connect?

If you are interested in using Patient Connect for your appointments, please email memberservices@cwcpcn.com. Once your license is purchased, you will be sent everything you need to use the app, including download links, login credentials and resource materials.

With the introduction of any new technology into a clinic setting, it’s necessary to update the clinic Privacy Impact Assessment. However, in times of emergency it is necessary to approach compliance obligations in a way that does not increase the risk of exposure to COVID-19.

In the urgent and changing situation that physicians and patients are currently operating, physicians should focus on adopting virtual care solutions that are safe for their patients and work on their PIA as time permits, while being mindful of exchanging detailed patient information on unsecured platforms.


How do I bill for virtual communications with patients?

The following codes are available to support virtual communications between physicians and patients. Further details regarding the use of the codes can be found in the AMA Fee Navigator.

03.05JR $20 Physician Telephone Call Directly to Patient to Discuss Test Results. Maximum of 14 per week per physician.

03.01S $20 Physician to Patient Secure Electronic Communication. Maximum one per patient per week to a maximum 14 per week per physician.

03.01T $20 Physician to Patient Secure Videoconference. Maximum one per patient per week to a maximum 14 per week per physician.

03.01AD $20 Telephone Advice to Patient or their Agent during a Viral Epidemic. Maximum one per patient per physician per day.

**Reactivated code to help minimize risk of exposure to the COVID-19 virus.

For further information or questions on virtual care billing codes, please contact norma.shipley@albertadoctors.org.


How does the PCN use CWC PCN Patient Connect?

Team members of the Patient Medical Home, Senior Services and Social Work teams are able to use secure video conferencing and instant messaging to communicate with patients, caregivers and guardians to provide care. Team members can also connect with you and a patient for a joint virtual appointment or suggest using the platform to communicate with you if you do not overlap in clinic.


How do patients join an appointment using CWC PCN Patient Connect?

Patients who choose to use Patient Connect are sent an email – and two reminders – with more information about their appointment and setting up their account. Prompts guide them through the setup process and how to join their appointment when they first visit the platform.


Is there technical support for physicians, team members and patients?

Yes. Technical assistance is available 24/7 in English or French to all physicians, team members and patients by emailing support or calling 1.888.687.9288, ext. 1.


What are the technical requirements?

The technical requirements are minimal: a laptop, computer or mobile device with a camera and microphone. A reliable internet connection of at least 5MB/s is recommended to maintain the quality of a video session. If your connection is slower, contact support for help with alternatives.


Are there any costs for the clinic or the patient to use CWC PCN Patient Connect?

There is no cost to patients or physicians for the app or underlying OnCall subscription.


Does CWC PCN Patient Connect integrate with Electronic Medical Records?

No. Currently, CWC PCN Patient Connect does not integrate with the Electronic Medical Record (EMR) systems used by member clinics.


What information will be collected and housed in CWC PCN Patient Connect?

CWC PCN Patient Connect only collects the information that is absolutely necessary to deliver the service and guarantees it will never be shared outside of the PCN. From healthcare professionals, it collects their name, business contact information and specialization. From patients, it collects their name and email, date and time of appointment, and any pertinent files or forms attached in Patient Connect (e.g., patient resources, AISH application forms, patient experience surveys, etc.). Instant messages exchanged within the platform are stored in the system and completely expunged when the account is deleted.


Do patients provide consent before using CWC PCN Patient Connect?

Yes. All patients who choose to use CWC PCN Patient Connect will need to agree to an “Informed consent to online services” and the terms of service/privacy policy before their first appointment. For the full terms of service and privacy policy, please consult OnCall’s privacy page or the full policy.