Welcome to Mosaic PCN: Community Health Navigation Services

Welcome to Mosaic Primary Care Network (PCN) community health navigation (CHN) services. You have been referred by one of our Mosaic team members. Our community health navigators (CHNs) are here to offer you support and meet your health goals as part of the larger multi-disciplinary team at Mosaic. This document will help you learn about what CHN services offer and how our team members can work with you to help you manage your health.

Appointments and What to Expect:
  • Once referred, you will be connected with a CHN directly to coordinate your first appointment.
  • CHN services do not provide urgent, crisis or “walk-in” support.
  • Appointments are required for services.
  • Your CHN will provide you with direct contact information to schedule ongoing appointments and
    necessary support.
  • You will be connected to a CHN for up to three months. Please discuss with your CHN if you require
    more time.
  • CHN services do not replace your professional healthcare providers. They work in partnership with you
    and collaborate with your healthcare team
Cancellation and No-Show Policy:

If you cannot make a scheduled appointment, please contact your CHN directly at least 24 hours prior to your appointment to cancel or reschedule. This allows us to offer that time to another patient who needs support. If you do not respond after two (2) contact attempts, we will assume you have ended your participation, and you will be discharged from CHN services and require a new referral from a Mosaic team member to access CHN support.

Limits to Confidentiality and Sharing Information:

Your privacy is important to us and what you talk about is confidential. We use an electronic medical record (EMR) system to keep brief notes about your participation in this service. Any Mosaic team members that are working with you will have access. Notes may also be shared with your referring Primary Care Provider to help keep them updated. If information needs to be shared with other organizations on your behalf, we will require your signed permission to do so, and your provider will require you to fill out a Release of Information (ROI) to support you.

There are three types of situations where we are required by law to report a safety concern and don’t need
your permission:

  1. You are at immediate risk of harming yourself or someone else
  2. You report the abuse or neglect of a child/minor or vulnerable person (including adults with a disability or an elderly person)
  3. Mosaic PCN’s records are subpoenaed by the courts
Your Rights as a Participant of CHN Services:
  • You choose how participation happens. This includes joining voluntary or stopping services at any time. This can be for any reason, without explanation
  • You can access information about resources that fits personal goals, with the choice to use those resources
  • Expectations around timely responses from your CHN during regular business hours
  • Care with dignity and respect, regardless of identity or background
  • Respect of privacy and confidentiality, including not being approached in public spaces unless contact is started by the client
Your Responsibilities as a Participant of CHN Services:
  • Communicate respectfully and appropriately with your CHN
  • Maintain and respect the professional boundaries agreed upon by you and your CHN
  • Remain an active partner in your own care. We will work together on your goals, but need your help to know what’s helpful or where you’re feeling stuck
Continuity of Care:

Relationships are a big part of our work. We believe the best care happens when you can work with someone who knows you and your goals. If your CHN is away for an extended period of time, we will offer you support from someone else on our team.

If you have any concerns or feedback about the services you receive or would like to work with a different CHN, please contact 825-414-7027 or patientrelations@mosaicpcn.ca.

Urgent Services / Resources:
  • For urgent or walk-in social service support, call 211
  • If you are in crisis and need to speak to someone, call the Distress Centre at 403-266-4357
  • For emergencies, call 911
  • Rapid access counselling: www.communityconnectyyc.ca

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Sunridge Mall Clinic (Mosaic) Location:

#221 – 2525 36 Street NE
Calgary, AB T1Y 5T4.