📌 Note: This information does not apply to users in PEI, and may not apply to all clinics in all provinces. This is our standard pricing model. Refer to your contract for your clinic's pricing model.
TELUS Health bills are dynamically based on the number of active users and the month’s actual usage of your Collaborative Health Record (CHR). The TELUS Health Billing team reviews the usage of the CHR for the month and maps all of the active users into a specific license type and usage category (full time, part time, or casual). This means that each month you are billed for only the usage of active users of the CHR. 📌 Note: There is a minimum monthly charge for an active user account, even if the user has not used the CHR for that month.
The monthly usage fee includes 1,000 SMS messages per provider; additional SMS messages are billed at $0.10 per message. For more information, see SMS overage charges.
The dynamic billing is initiated on your go-live date and the invoice is generated at the beginning of the first month after your go-live. The TELUS Health Billing team uses the information from the CHR to apply your variable monthly billing.
Invoicing is done by CHR domain (i.e. per CHR database or URL). If you have multiple physical sites that use the same domain (CHR URL), TELUS Health provides only one invoice. We are not able to provide an invoice per physical location.
License types and usage
All active CHR users are charged according to their license type and monthly usage. An active CHR user is defined as a user who is listed under Settings > Account > Users List and can access the CHR. The license type on your invoice may vary month-to-month, depending on which features you used that month.
⚠️ Important: Once a user is added to the CHR they are considered active, even if they have not yet started using the system. There is a minimum monthly charge for an active user account.
Note: Locums are considered active CHR users and are charged accordingly. A locum is a health professional who temporarily takes the place of another health professional for reasons such as vacation, maternity leave or short-term illness.
CHR license types | Features |
CHR Lite (typically Allied Health Professional, Nurse) | Scheduling, record-keeping, questionnaires, patient messaging, eBooking, appointment reminders, advanced analytics, generic UpPatient app |
CHR Lite + Virtual Visits (typically Allied Health Professional, Nurse) | All CHR Lite features + virtual care |
CHR+ (or CHR Plus) (typically Doctor, Nurse Practitioner) | All CHR Lite features + labs, prescriptions, virtual visits, and provincial billing integration |
Administrative Staff | Non-provider functionality only |
Usage category | Hours |
Full time | >64 hours/month |
Part time | 32-64 hours/month |
Casual | < 32 hours/month |
📌 Note: Users are charged based on their license type and usage, regardless of their role in the clinic. The "typical" roles in the table above are for reference only; your clinic setup and usage may differ for those roles.
📌 Note: The following users will not be charged:
Users that were deactivated for the entirety of the billing month. (If a user account was active for at least one day in the month, a minimum monthly charge applies).
User types that were granted complimentary access to the CHR (such as residents, students, or exam rooms). If you want to set up a new user that should be non-billable, please contact our CHR account management team at: CHRAccountManagement@telus.com.
⚠️ Important: We recommend you conduct periodic (e.g. quarterly) reviews of the CHR users in your domain, and deactivate any users who are no longer working at your clinic so you are not billed for them. There is a minimum monthly charge for an active user account. (A user is considered active if they are listed in Settings > Account > Users List, even if they have not used the CHR for that month.)
Questions?
For questions about your invoice, email the TELUS Health Billing team at chrbilling@telus.com.
💡 Tip: If you are not receiving your invoices, check your email's junk or spam folder. If you still cannot find your invoice, contact the TELUS Health Billing team to verify we have the correct email address.
For support with billing in the CHR, contact CHRAccountManagement@telus.com.
Updated January 9, 2024