USER’S HELP GUIDE

Customer service

Pre-requisite to access to the portal

Procedures and installation

Frequently Asked Questions (FAQ)

At any time, you can contact us at cliniquesmedicales.servicesenentreprise@telus.com.

You can also contact us, Monday through Friday between 8 am and 5 pm EST at 514-499-2777 x 3610 or 1-800-499-1394 x 3610 (toll free).

Customer service

This section provides you with additional information to help you navigate the Well-being Portal. You will also find answers to frequently asked questions. Please select the appropriate subject on the left to view the relevant content.

If you have any problems, you can use one of the following resources:

  • The Frequently Asked Questions included in this section offer tips and solutions to the most frequent issues experienced by users of the portal.
  • At any time, you can contact us at cliniquesmedicales.servicesenentreprise@telus.com. Please describe your problem, and specify the version of Windows or Mac that you are using, as well as your browser version. We will respond to you within 24 business hours.
  • You can also contact us, Monday through Friday between 8 am and 5 pm EST at 514-499-2777 x 3610 or 1-800-499-1394 x 3610 (toll free). In order to answer your questions promptly, please make sure that you have your username, the version of Windows or Mac that you are using, as well as your browser version handy. Please note that we will ask a few questions in order to validate your identity.

Pre-requisite to access to the Well-being Portal

Operating System

The following operating systems are supported by the Well-being Portal:

  • Microsoft Windows XP
  • Microsoft Windows Vista
  • Microsoft Windows 7
  • Apple Mac OS X

Web browser

The following web browsers are supported by the Well-being Portal:

  • Internet Explorer version 7.0 or higher
  • Firefox version 2.0 or higher

 

* Safari, Opera and other web browsers are not supported .

Procedure and installation

Latest version of Adobe Reader

It is strongly recommended to install the latest version of Adobe Reader if you want to visualize and print your health report or other documents available on the portal. To download the latest version, you can follow this procedure:

  • Navigate to the following link:
    http://get.adobe.com/reader/.
  • Click on the "Download" button.
  • A download window will appear. Save the file under your "My documents" folder.
  • Close all Windows programs, including your Internet browser.
  • Navigate to your "My documents" folder, and run the downloaded file by double-clicking on it (It is possible that you will only see the file name without the ".exe" extension).
  • It is also possible that Windows will require a confirmation in order to run the program. If this is the case, please approve it.
  • Follow the instructions until the end of the installation.

Procedure and installation

Procedures to activate JavaScripts

JavaScript is a script language used to build interactive web pages.

Complete the following instructions to activate and enable JavaScript in Internet Explorer:

  • In the "Tools" drop-down menu, select "Internet Options".
  • Next, select the "Security" tab.
  • Select the "Internet" zone (earth icon).
  • Click the "Custom level" button.
  • Scroll down through to the "Scripting" section and select the "Enable" radio button from the "Active Scripting" heading.
  • Then click the "Ok" button to apply the setting.
  • Answer "Yes" to the following confirmation box.
  • Hit "OK" to close the "Internet Options" window.
  • Restart your browser.

Complete the following instructions to activate and enable JavaScript in Firefox:

  • In the "Tools" drop-down menu, select "Options".
  • Select the "Content" tab.
  • Check the "Enable JavaScript" checkbox.
  • Click "OK" to close the "Options" window and save your changes.
  • Restart your browser.

Note: You might have to enable "Cookies", JavaScript, or "pop-up" to access the site.

Procedure and installation

Procedure to enable cookies

Enable cookies in Internet Explorer

  • In the "Tools" drop-down menu, select "Internet Options".
  • Select the "Privacy" tab.
  • Move the slider to "Medium High", "Medium", "Low" or "Accept all cookies".
  • Click "OK" to close the "Internet Options" window and save your changes.

Enable cookies in Firefox

  • In the "Tools" drop-down menu, select "Options".
  • Click the "Privacy" tab.
  • Set "Firefox will:" to "Use custom settings for history".
  • Check "Accept cookies from sites" to enable cookies.
  • Click "OK" to close the "Options" window and save your changes.

Procedure and installation

Procedure to enable "pop-ups"

Enable pop-ups in Internet Explorer

  • In the "Tools" drop-down menu, select "Internet Options".
  • Select the "Privacy" tab.
  • Check "Turn on Pop-up Blocker" checkbox from the "Pop-up Blocker" section.
  • Click the "Settings" button.
  • Type address url in the box "Address of website to allow" and click "Add".
  • Set the "Blocking level" to "Medium: Block most automatic pop-ups".
  • Click "Close" to exit the "Internet Options" window.

Enable pop-ups in Firefox

  • In the "Tools" drop-down menu, select "Options".
  • Click the "Content" tab.
  • Check the "Block pop-up windows" checkbox.
  • Click "OK" to close the "Options" window and save your changes.

Frequently asked questions (FAQ)

Who is TELUS Health?

TELUS Health is the leading Canadian provider of healthcare services to corporations and individuals. Through its national network of facilities, including offices in Montreal, Quebec City, Ottawa, Toronto, Calgary, Edmonton and Vancouver, TELUS Health has been delivering preventive, diagnostic and consultative healthcare services for over 25 years.

What should I do if I need assistance with the program?

If you have any questions that are not answered by the "Help" section, you have the following options:

  • Do not hesitate to contact us at cliniquesmedicales.servicesenentreprise@telus.com. Please, describe your problem or question and specify the version of Windows or Mac, as well the version of internet browser that you are using. We will respond to you as soon as possible or at the latest the next working day.
  • From Monday to Friday, between 8 am and 5 pm EST, you can contact user support by dialing 514-499-2777 x 3610 or 1-800-499-1394 x 3610. You should have your user name, the version of Windows or Mac that you are using, as well as your browser version handy. Please note that we will ask you specific questions to verify your identity.
I have forgotten my password

If you forget your password, you can change it by using the procedure available on your portal:

  • On the welcome page of the Well-being Portal, click on the link "I have forgotten my password".
  • You will need to complete all of the fields specified in the following 3 steps. Click on the icon "Next" after each step and click on the "Submit" icon after step 3 in order to validate the information.
  • A message confirming your password change will then appear on the screen.
I have forgotten my username

If you have forgotten your username, please contact customer service, from Monday to Friday, between 8 am and 5 pm EST by dialing 514-499-2777 x 3610 or 1-800-499-1394 x 3610.

Please note that we will ask you several questions to verify your identity.

I can't connect to the site

Here is some trouble-shooting that you can try out:

  • Verify that the browser you are using is supported by the Well-being Portal. The browsers that are supported are Explorer 7.0 or higher as well as Firefox 2.0 or higher.
  • Verify that the address in the address bar of your browser is the one provided.
  • Verify that your Internet connection is active. Please try to navigate to another Internet site to verify this. If it does not work, please contact your internet service provider.
  • Verify that your system meets all of the requirements (see the first section of this document, entitled "Requirements to access the Well-being Portal").
I can’t connect to my account
  • Verify that your username, password, and your security image are the same as the ones that you chose when you registered.
  • Make sure that the "Caps Lock" on your keyboard is not on before entering your password.
What is the security image for?

You will note that in addition to your username and password, a security image is associated with your account. This image is an additional authentication measure which optimizes the security of your account.

This extra measure protects you from fraudulent action by people attempting to obtain personal information to steal your identity.

Each time you connect to the portal you will need to confirm that the security image which appears on screen is the one you chose when you registered.

When will I receive my results?

Between 5 and 10 working days after your follow-up visit with the nurse, TELUS Health will send you an email to advise you that your report is available in your Well-being Portal.

How do you protect my personal information?

Your personal information is strictly confidential. Please read our Privacy Policy which is available on the portal. You can access it using the link on the bottom of most pages of the portal.