Calgary Counselling Centre pilot

The Calgary Counselling Centre began using phone and secure online connections for all sessions to help protect clients and staff during the COVID-19 outbreak as of March 17.

They may experience a slight delay in submitting supporting documentation, such as reports, as they the transition to remote counselling. Please be patient. The CCC is following the guidelines set out by the government and AHS. Members will be kept informed of any future changes to operations. 

The CWC PCN is committed to providing physicians with resources to improve patient access to mental health supports.

The Calgary Counselling Centre pilot program is a strategic partnership between CWC PCN and the Calgary Counselling Centre, whereby the CWC PCN has secured a set number of counselling hours with eight registered and provisional psychologists and social workers. This pilot program allows all physician members and CWC PCN Patient Care Team (PCT) staff to refer patients who meet the eligibility criteria. The program is offered on a first-come, first-served basis, and the fees for the counselling service are covered by funding from CWC PCN.

Due to the rising need for mental health support for patients, we wanted to explore mental health services available in our community and to support connecting patients to appropriate care.

This partnership was vetted through the CWC PCN Board and was developed as a result of the clear need for more mental health services for CWC PCN patients.

Our intention is to improve access to mental health services for patients of all members.

As a result of the pilot, patients will have increased access (shorter wait times) to mental health support and physicians will benefit from allied healthcare support in the community.

The CWC PCN is testing the program to evaluate its effectiveness; we want to ensure the partnership is effective in meeting the needs of our physicians and patients.

The Calgary Counselling Centre pilot program is offered on a first come, first served basis. Supplies are limited. There is no set distribution amongst physician members, as patient panels vary. Patients must fit the eligibility criteria (see referral form).

Physician members are asked to speak with their PCT staff before referring. It is important to leverage in-clinic resources, including BHCs and RNs, as a first step before considering referring patients to the Calgary Counselling Centre pilot program, which is available while supplies last.

The CCC referral criteria are:

• Does the patient have moderate depression (a PHQ-9 score of 10 or greater)?
• Does the patient have moderate anxiety or agitation (a GAD-7 score of 10 or greater)?
• Is the patient experiencing physical or mental abuse or high emotional stress?

Note: Please add information from any assessment tools and results not mentioned here in the Reason for Referral section of the referral form.
Important: If the patient is in severe distress or is an imminent harm to themselves or others, refer to high-risk pathway and contact emergency services.

The CCC pilot program is available to patients of all ages who meet the referral criteria.

Both physician members and PCT members can refer patients using the referral form.

There is an official referral process for this program, and it is different than referring to CCC directly. Following the CCC pilot program referral process ensures your patients are accepted as part of the pilot program, which is offered at no cost to patients (costs covered by the CWC PCN).

For eligible patients, PCT members or physicians can complete the referral form and fax it to the number on the form. When PCT members refer, they must also record this action in the EMR so the physician is aware of the referral.

CCC will pick up the process from that point, contacting the patient to set up the first appointment.

CCC will fax the physician a confirmation of date/time of appointment as well as a followup to first visit or a report of a cancellation/no show for that visit.
The Calgary Counselling Centre pilot program is offered on a first come, first served basis. Supplies are limited. There is no set distribution amongst physician members, as patient panels vary. Patients must fit the eligibility criteria (see referral form). 

The Calgary Counselling Centre Referral Form is available on The Examiner website.

Please note, the CWC PCN will respond to you directly if the patient referral form requires more information.

Your patient will be contacted by CCC within two to four business days to book their first appointment.

Steps from the patient perspective

1. Seen by physician or PCT member
2. Receive phone call from CCC to set first appointment
3. Attend initial appointment and receive a patient information sheet from CCC
4. Continue to attend appointments until improvements occur

Steps from the physician/PCT member perspective

1. Eligible patient seen by physician or PCT member
2. Physician or PCT member to fax referral formto the CWC PCN
   • If PCT member, send note to physician (EMR)
3. The CWC PCN receives form
4. The CWC PCN to verify if information is correct
   • No, send communication back to referring provider (END)
   • Yes, enter data (data we record at CWC PCN to track program usage by member physicians)
5. CWC PCN to fax referral form to CCC
6. CCC receives referral form
7. CCC connects with patient
8. Reached the patient?
   • No, fax communication form to physician “can’t reach” (END)
   • Yes, book initial appointment, and fax communication form
9. Patient attends first appointment
   • No, show or cancellation (END)
   • Yes, initial appointment (CCC to provide patient information sheet to patient)
10. Patient continues to attend appointments
11. Is patient improving?
    • Yes, complete care (CCC to fax communication form and signal graph to physician) (END)
    • No, consult with supervisor
12. Patient improving by session 6 - 7
    • Yes, complete care (CCC to fax communication form and signal graph to physician) (END)
    • No, counsellor contacts physician to consult (CCC to fax first page of signal graph to physician)
13. Further sessions, as needed
14. Complete care (CCC to fax communication form and signal graph to physician) (END)
15. Discharge from CCC and follow up with family physician.

Updates on program usage will be posted on the Examiner website. You will be notified via email when the pilot program is completed.

Please contact your Physician Liaison if you have any questions, concerns, or comments.