How do I deactivate my Account?

Call Sylvan Family Health Centre at (403) 887-2224 during clinic hours and we will deactivate your account for you.  Your medical record will not be impacted in any way.

Where is my medical data stored?

The Sylvan Family Health Centre Patient Portal accesses the same secure offsite database that we use in our clinic.  The database is located in a secure data centre hosted by TELUS in Calgary, AB, which has been designed to be highly available and with rigorous security.

I noticed an error in my medical record – what should I do?

If you notice an error or inconsistency in your record, please contact Sylvan Family Health Centre at (403) 887-2224 and notify us about your concern.

How do I know my medical data is secure?

Our goal is to provide you with the best security currently available. Sylvan Family Health Centre's Patient Portal uses industry standard security practices to protect your personal information from unauthorized access, use or disclosure.
For example, your personal information is protected while it is in transit between your computer and our server using security techniques such as encryption, which ensures that your personal information cannot be read or modified while it is being transferred.

Will I be required to change my password?

No, there are no mandated time restrictions requiring password changes.

What if I forget my password?

There is a self-serve password recovery mechanism in the patient portal.  You will be prompted to answer the security questions you chose at registration.  If you are unable to reset your password, you will require a new registration PIN from Sylvan Family Health Centre.

How do you protect my personal information?

We are committed to protecting your personal information – both the information you provided for registration and the lab test information you access online. To prevent unauthorized access, several safeguards are used; such as complex passwords, encrypted information during transit, automatic log out of an account after a period of inactivity, and locking an account after several unsuccessful login attempts.

I have consented to give someone access to my medical record, but I now wish to revoke that consent. What do I do?

You may revoke your consent by faxing your intentions in writing to Sylvan Family Health Centre at (403) 887-2261. For more information, please call the clinic at (403) 887-2224.

I used to be able to see my child’s medical record, but their profile is no longer available. Why is this?

As a matter of policy, Sylvan Family Health Centre requires explicit consent for access to your child’s medical record after their 15th birthday. We believe that by establishing trust in the confidential nature of our relationship with your adolescent child, we can nurture a more open and forthright dialogue, resulting in better and more complete healthcare for your child. We hope that you will understand and respect that it is in your child’s best interest that we enforce this confidentiality policy to establish this trust relationship. Your child is welcome to have their own portal account at Sylvan Family Health Centre Patient Portal. If you have further questions regarding this policy, please contact the clinic at (403) 887-2224.

I have a question or concern about the privacy or security of my information. Who can I help me?

The security and privacy of your personal health data is extremely important to us. If you have any questions or concerns please call Sylvan Family Health Centre at (403) 887-2224 and ask to speak to the Privacy Office manager. We also encourage you to review the Health Information Act At-A-Glance for Individuals published by the Alberta Office of the Privacy Commission. It can be found here!

If you have any other questions regarding the Sylvan Family Health Centre Patient Portal, we encourage you to please contact the clinic during business hours at (403) 887-2224
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