Rest Assured, Your Confidentiality is Protected
Physicians are well versed in the importance and necessity of maintaining and protecting patient confidentiality. You can have confidence that the Physician and Family Support Program (PFSP) operates with confidentiality as a cornerstone of services provided.
- The PFSP functions independently from the College of Physicians & Surgeons of Alberta, Alberta’s health agencies, and the universities.
- All conversations with the PFSP and its contractors or third-party service provider remain confidential.
- No identifiable caller information is shared with the AMA or the core PFSP team.
- Calls to the PFSP Assistance Line and referrals to therapists are not documented in the provincial electronic health record.
- Only non-identifiable caller information is shared with the core PFSP team.
- Informed consent practices are in place when sharing of information is required to meet the needs of the client.
- Confidentiality is reviewed at the start of each call to the Assistance Line with an Assessment Physician, and you are welcome to ask any questions you may have.
The PFSP Assistance Line (1.877.767.4637)
All services on the PFSP Assistance Line are provided by contractors who are external to the PFSP and to the AMA. Caller identity and any other personal information provided during the call is known only to the third-party service provider who answers the Assistance Line and the Assessment Physician who speaks with the caller. The information shared during this call is used by the third-party service provider to source the best fit therapist or any other resources that may apply.
All information shared through the PFSP Assistance Line is non identifiable by PFSP/AMA and is confidential.
Calls to the PFSP Assistance Line and referrals to therapists are not documented in the provincial electronic health record.
What are the Roles of the Third-Party Service Provider and the Assessment Physicians?
Third party service provider:
- Operates the PFSP Assistance Line and answers all calls 24/7/365.
- Manages all referrals to therapists for the PFSP.
- Receives your call and will collect your contact information and ask for a brief explanation of why you're calling to determine eligibility and to provide basic triage for your situation.
- With your agreement, they will arrange for a PFSP Assessment Physician to contact you in a timely manner.
Assessment Physicians:
- The PFSP contracts with Assessment Physicians who rotate call on a weekly basis to support the Assistance Line and provide peer support.
- They are committed to the health and safety of their colleagues and understand the challenges and issues that can arise for physicians, resident physicians and medical students.
- They do not act as a treating clinician but provide support and advice in the management of your health concerns and help to identify resources that may be useful to you, including access to a therapist.
- If a referral to a therapist is agreed upon as a suitable resource for you they will ensure the third party service provider contacts you to make arrangements in a timely manner.
Limits to Confidentiality
In a situation where the Assessment Physician or Case Coordinator was obligated by law or regulatory standards, they would be required to take reasonable steps to ensure the safety of the caller and the safety of others. This could include reporting to the appropriate authorities. In this case these concerns would be discussed with the caller transparently with the goal to come up with a plan that the caller is comfortable with.
CPSA Standards of Practice
All physicians in Alberta are bound by the College of Physicians & Surgeons of Alberta's (CPSA) Standards of Practice (SOP), which stipulate a physician's responsibility to "notify CPSA of incidences or circumstances that may impact their ability to provide safe care". See CPSA's SOP