12 Canadian Forces Health Services Centre (Wainwright)

Patient Partnered Care

The guiding principles for 12 CF H Svcs C (Wainwright) are:

1. To promote respect by proactively listening to, honouring, and respecting patient and family perspectives and choices, incorporating them into the planning and delivery of care.

2. The sharing of information by communicating with patients, families, and chains of command in appropriate, useful, and affirming ways. This will help to enhance informed decision-making to ensure patients, families, and chains of command are true partners in care with timely, complete, and accurate information.

3. To promote partnered-participation by ensuring patients and families are encouraged and supported to participate in care and decision making to the level they choose.

4. To support collaboration by establishing partnerships with patients, families, and chains of command to work together in areas such as policy and program development, quality improvement, evaluation, and care delivery.

We hope to engage you, our patients, through the following:

1. Bring any partner in your healthcare to your appointments to ensure everyone that you want is involved in your care.

2. Join the Quality Improvement & Patient Safety Committee / Patient & Family Advisory Committee as a Patient Representative by contacting the Primary Care Nurse at +WRT 12 CF H Svcs C Primary Care Nurse@12 CF H Svcs C@Wainwright (DWAN only) for more information.

3. We are constantly striving to improve our quality of care and are looking for your:

Feedback
Suggestions
Areas of improvement or
Areas to sustain

Do you have a complaint or concern about the care you

received or would you like to provide feedback about

your experience at one of our clinics? Please click the link below.

Click here

Clinic Hours

The 12 CF H Svcs clinic is open Monday to Friday, 07h30-11h30 and 13h00-15h30, excluding federal holidays.

For emergencies or services outside of these hours, please go to the nearest medical facility (Wainwright Health Centre).

Identification

In order to improve care and patient safety, all patients will now be requested to present their military ID or other government issued identification when seeking care at 12 CF H Svcs C (Wainwright).

No show/missed appointments - Medavie Blue Cross

Effective immediately, the benefit code for missed medical and dental appointments has been terminated from the respective four Programs of Choice. Missed appointments will no longer be covered for CAF members under the Federal Health Claims Processing Service. Should the civilian health providers choose to bill for a ‘no show’ or missed appointment, they will be directed by Medavie Blue Cross to bill the member directly. Clinics should inform local chains of command and their patients of their personal responsibility to attend their appointments and of the possible personal consequences of outside health care provider missed appointments.

Services

Primary Care

Care Delivery Unit (CDU)

Care Delivery Unit

Hours of Operation

Sick Parade Hours: Monday to Friday 07h30-10h00

Booked Appointment Hours: Monday to Friday 10h30-11h30, 13h00-15h30

Urgent Care Walk-in Hours: Monday to Friday 10h00-11h30, 13h00-15h30

The CDU is an interdisciplinary team of military and civilian health care providers who work collaboratively to meet the health needs of its CAF members and units, ensuring seamless continuity of care over time.

Below are a few elements that constitute the CDU.

CDU Staff

The CDU core team generally consists of a mix of civilian and military Physicians, Physician Assistants (PAs) and Nurse Practitioners (NPs), along with military Medical Technicians, a Primary Care Nurse (PCN), and two civilian administrative support staff. The team is generally augmented by in-house physiotherapists, pharmacists and mental health professionals who provide care either in collaboration with the team or through direct intervention.

Collaborative Care

Within the CDU, each patient with chronic or ongoing health care needs will be assigned to a primary clinician to maintain continuity of care but at different times the patient might be seen and treated by other members of the CDU care team. The goal of this collaborative team approach is to ensure the patient sees the “right clinician” at the “right time” to address their needs in a flexible, efficient, and holistic manner. Therefore, the patient may see a med tech, PCN, NP, or a PA instead of a physician, depending on the patient’s health issue(s). The CDU staff may refer directly to a pharmacist, a physiotherapist or a mental health provider following a brief triage, without requirement to wait for a physician prescription or referral.

Choice of Clinician

Uniformed personnel must receive their care from the clinic or from specific health care providers designated by the CFHS. Preferences for care providers can be discussed with the CDU Primary Care Nurse for consideration, but ultimately the ability of a clinician to provide appropriate care to the patient will be the deciding factor in assigning clinicians. Preferences may be considered for:

Male or female providers;
French-speaking or English-speaking providers / translators as available; and
Provider with special skills or knowledge (e.g. able to perform joint injections, gender reassignment, etc.).

Services

Sick Parade / Walk-in Service

Sick Parade and Urgent Care Walk-in are not the same as a civilian acute care emergency room. Any member with injuries or illnesses that pose imminent risk to life or limb should seek care at the nearest civilian Emergency Department, or contact 911 immediately.

Sick Parade

Sick Parade is held by the CDU every morning that the clinic is open. You should report to the CDU for care at 07h30. Patients will be seen based on acuity and medical necessity rather than by arrival time. Except in cases of acute illness interfering with work, patients should contact the CDU to schedule an appointment. To do otherwise may lead to long wait times before being seen, create delays for other patients and increase the burden on staff unnecessarily. Your understanding and patience is always appreciated.

Sick Parade is generally utilized to manage acute health care needs that cannot be delayed to a booked appointment time. These include but are not limited to the following:

New onset issues or sudden worsening of chronic issues;
Recent Musculoskeletal injuries;
Cold / Influenza-like symptoms that have lasted longer than 10 days (or worsened in the last 48h), a fever of 39°C or higher, earaches, difficulty swallowing;
Severe pain;
Shortness of breath / wheezing; and
Acute mental health issues.

*For COVID-like symptoms you must contact the CDU at ext 530-1720 before presenting to Sick Parade.

Sick Parade should generally not be utilized for the following:

Chronic issues (existing beyond 72h)
Prescription refills – plan ahead for refills by booking appointments in advance
Chit extensions – plan ahead by booking follow-up appointments in advance
Administrative needs

**Note – Unit Chains of Command may grant up to two continuous calendar days of sick leave without recommendation of a Medical Officer (MO) (QR&O Vol 1, Ch. 16.16)

Booked Appointments

Appointments can be booked with a clinician at your CDU by contacting the CDU reception by phone. Wait times for appointments vary but generally range from 1-4 weeks. Providing the CDU Clerk a general overview of what issue(s) you would like to discuss with the clinician will allow them to determine what type of appointment is required and whether a virtual or in-person appointment is most appropriate.

Please do not email or contact clinicians directly to schedule appointments as you will be re-directed to the CDU Clerk.

Appointment types available:

Initial Assessments / Consults
Follow-up assessments
Administrative appointments (Chits, Medical Employment Limitations (MELs), etc)
Prescription renewals
Periodic Health Assessments (PHAs) / Medicals – including Aircrew & Dive Medicals
OUTCAN / Isolated INCAN screening appointments
Release Medicals
SISIP Medicals

Periodic Health Assessment (PHAs) / Medicals

A Periodic Health Assessment serves as a means for the CAF to assess members’ health at regular intervals to both plan appropriate preventive health care and confirm that there is not a medical condition that would prevent the member from meeting the CAF Operational Fitness Standard or performing the duties required for their occupation, as outlined in the CAF Generic and MOSID task statements.

PHA General Information

PHAs generally include a Part 1 & Part 2 assessment, which may or may not be completed on the same day. The Part 1 assessment is conducted with a Medical Technician to assess baseline vital signs, height & weight, visual acuity, hearing acuity and also includes a generic patient questionnaire. Blood work may be required for your PHA depending on your age and any known health conditions. The Part 2 assessment is a visit with a Health Care Practitioner for review of the questionnaire and examinations completed during the part one and for a full assessment of overall health and wellbeing. Your primary care provider may also discuss some forms of cancer screening, which include but are not limited to:

Cervical Cancer Screening (PAP test);
Breast Cancer Screening (mammogram); and
Colorectal Cancer Screening (various methods – 50 years and over)

Important information before your PHA Appointments:

If you will be undergoing blood work, you must abstain from alcohol consumption for 48 hours prior to your appointment.
You are encouraged to drink water up until the time of your part 1 appointment.
You may take your prescribed medications as usual.
Bring a list of all medications you take regularly.
Contact Lenses should not be worn for 12 hours prior to your part 1 medical; bring your eyeglasses (if applicable)
Part 1 appointments generally take roughly 30 minutes
Part 2 appointments generally take roughly 60 minutes

PHA Periods of Validity:

Aircrew / Diver / Submariner: Valid 1 Year
Under 40 Years old: Valid 5 Years
Over 40 Years old: Valid 2 years
Recruit Medicals on enrolment: Valid 2 years

PHA Required Forms:

DND 2552: Generic Health Assessment (Part 1) (accessible only on the National Defence network)
CF HSS Hearing Assessment
DND 2452: Aircrew and Diver Health Examination (Aircrew / Dive only)(accessible only on the National Defence network)

*These forms can be completed in advance or will be completed at the time of your appointment.

OUTCAN / Isolated INCAN Medical Screenings

OUTCAN / Isolated INCAN Screenings are conducted within the CDU. Upon receipt of your OUTCAN / Isolated INCAN posting screening message, you should contact the Psychosocial Services Department to schedule the psychosocial screening for you and your family. Next, you should contact the CDU to schedule the Medical portion of the screening. Ahead of your appointment, you may request an appointment with the Primary Care Nurse (PCN) to ensure that you understand all of the required forms and how they need to be completed ahead of your appointment.

The following documentation is required for OUTCAN / Isolated INCAN screening appointments:

DND 4164 – Outside Canada Posting Checklist (if applicable)
DND 4176 – Posting Screening for Isolated Posting & Isolated Units (if applicable)
DND 4342 – *Statement of Health for Dependant Postings Outside Canada or Isolated Locations within Canada – Signed by their healthcare provider
Vaccination Records for each dependent on your MPRR if they are accompanying you on the posting

*required for each dependent on your MPRR, regardless of whether or not they will be proceeding to the posting location with you or not)

Outside Referrals

All referrals initiated in the CDU for outside services will be processed by the referrals clerk and sent to the appropriate specialist providers as indicated by your healthcare provider. You will then be contacted with the corresponding appointment dates and times once booking occurs. These appointments are dictated by outside agencies and we have no influence over wait times for external providers.

Foreign Service Members

Foreign Service members attached or posted to CAF units and their dependents posted with them are entitled to regular care via 12 Canadian Forces Health Services Centre (Wainwright). Members or their dependents should report to the CDU to which the member is rostered. Provision of care for dependents can be outsourced to community providers for ease of access as appropriate.

Contact Information

CDU

Reception (780) 842-1363 ext 530-1720
Fax : (780) 842-1809

Case Management

Nurse Case Management (NuCM)

Services

Nurse Case Management section is a collaborative and client-centered process for providing services associated with the coordination of health care, health related activities and benefits for ill and injured CAF members. Nurse Case Managers (NuCM) assist members to navigate the health care system by coordinating their care as they return to duty or transition to civilian life and the provincial health care system.

The CAF has recognized the importance of quick and efficient health care for our members. Both regular and primary reserve force personnel who are being medically released or have been placed on a permanent or temporary medical category, and/or those who have complex health care needs, are eligible to utilize the services of the Nurse Case Management Program via referral from a treating clinician. A Nurse Case Manager is a degree prepared registered nurse who is part of the primary care team within the Canadian Forces Health Services.

The case management program is not designed to replace the current military health care services, but to support members in accessing the various existing resources.

Note

If you think the Nurse Case Management Service would be of benefit to your file, please discuss with your General Practioner (GP) further and a referral may be generated, if appropriate.

Contact Information

Telephone: Reception - (780) 842-1363 Ext 530-1762

Mental Health

After Hours Mental Health Care

Other Mental Health Resources

AHS Mental Health Helpline (External link)- 1-877-303-2642
AHS Detox Centre (External link) – (780) 427-4291
AA Meetings – Area 78 (External link)(area78aa.org)
Edmonton AA (closest crisis centre) - (780) 424-5900
AHS Health Link (External link)– 811
CFB Wx Padre - (780) 842-1363 ext 530-1438
Suicide and Crisis Lifeline (External link)
Veterans Crisis Lifeline (External link) (Dial 1 after being connected, or Text 838255)

Mental Health

Hours of Operation

General: Monday to Friday 07h30-11h30, 13h00-15h30

Mental Health Intake Services: (Walk-in or same-day virtual appointments) Monday to Friday 07h30-11h30, 13h00-15h30

All other Mental Health Services (PSS, GMH, OTSSC & Addictions): Virtual or in-person appointments Monday to Friday 07h30-11h30, 13h00-15h30

Services

12 Canadian Forces Health Services Wainwright offers a dynamic Mental Health Department comprised of several different sections: Mental Health Intake Services (MH Intake), Psychosocial Services (PSS), General Mental Health (GMH) and the Operational Trauma and Stress Support Centre (OTSSC).

Mental Health Intake

MH Intake Services are often the first point of contact for CAF members seeking mental health care at 12 CF H Svc C (Wainwright). Employing a team of MH nurses and social workers, MH Intake Services offer same-day walk-in services or telehealth appointments for CAF members seeking MH care. After conducting an intake, the MH professional will collaborate with the patient to develop a care plan, liaise with the member’s Primary Care clinician and facilitate referral to the appropriate mental health service in the MH Services dept. The MH Intake Services section is located in Bldg 633.

Psychosocial Services

Psychosocial Services are available at 12 Canadian Forces Health Services Wainwright to help CAF members deal with issues such as family-related concerns, and compassionate posting issues. Social Workers and MH Nurses staff the Psychosocial Services Program and are located in the MH department of Bldg 633, before the Physiotherapy department. CAF members may be referred by MH Intake Services or Primary Care clinicians.

The following services are available through the Psychosocial Services Program:

Short Term Counselling Services

Short-term individual and couples counselling services are available to address psychosocial related issues. Members can self-refer through MH intake or be referred by their primary care provider.

Pre-Deployment Screenings

Prior to deployment it is mandatory that all CAF members undergo a pre-deployment screening. The service member and spouse will be interviewed. Units with significant numbers preparing for deployment will have the medical component of their DAG coordinated through the AAG/DAG Coordinator via

+WRT 12 CF H Svcs C Primary Care Nurse@12 CF H Svcs C@Wainwright (DWAN only)

Post-Deployment Screening

Every CAF member should receive an enhanced post deployment screening 90-120 days after returning from theatre of operations, which involves completing a post-deployment screening questionnaire and interview. Members who deployed on short term taskings (59 days or less) do not require an interview. To book an appointment call MH Intake Reception, local 530-1503.

OUTCAN Screening

As part of the screening process for postings outside of Canada, psychosocial screenings are completed by social workers with the whole family unit. To book an appointment, call MH Services reception, local 530-1503.

Social Work Reports

Psychosocial assessments are completed by Social Workers to provide Commanding Officers (COs) with professional assessments of the exceptional personal circumstances of CAF members and their families in order to assist in making decisions and recommendations related to those circumstances. No medical or clinical information is shared outside the clinical team. Common requests that warrant a social work report include Contingency Cost Moves, Compassionate Status or Postings and Early Release for Compassionate Reason.

Family Violence Advisory Team (FVAT)

The role of the FVAT is to be a focal point for coordinating education and interventions in the matter of family violence. This includes providing professional development training to units and Commanding Officers, as well as providing assistance to Commanding Officers and CAF members dealing with family violence.

Operational Trauma and Stress Support Centre (OTSSC)

The OTSSC program offers clinical assessment and treatment for various psychological, psychiatric, and substance-related issues that may or may not be linked to military taskings and operational deployments. This team of Social Workers, Psychologists, and Clinical Chaplains provides specialized treatment for traumatic stress injuries.

Referrals to the OTSSC must come from a Primary Care clinician (PA, NP, MD). Self-referral will not be accepted. The OTSSC is located in the MH department.

General Mental Health Services (GMH)

The GMH program offers assessment and treatment for all other psychological, psychiatric, and substance-related issues. They are located in the MH department in Bldg 633, before the Physiotherapy department.

The GMH Program is an interdisciplinary team consisting of Psychiatrists, Psychologists, Social Workers, and Addictions Counsellors.
Referrals for diagnostic assessments are assigned to appropriate teams and patients are accordingly scheduled for an appointment with a psychologist. A diagnostic impression and treatment recommendations are provided to the patient and the referring Primary Care clinician.
Referrals for External Provision of Care (e.g., psychotherapy) are also received and processed from Primary Care and Mental Health services.
Community providers may also use virtual platforms which may vary from provider to provider and may involve video and/or telephone sessions for their individual, couple or group therapy.

Frequently asked questions on care by an external provider

I have been referred to an “external provider” for my treatment, what does that mean?

After an initial assessment, your clinician has determined that ongoing treatment to address your mental health needs is warranted, however this service is not available within our clinic at this time. Therefore, we have a number of external treatment providers available in the community to meet these needs.

Who are these external providers and are they qualified to treat me?

The external providers we use in the community are either social workers or psychologists who are registered with their respective provincial colleges. This means they are regulated and approved to practice in Alberta. They meet the same levels of qualification that internal CAF clinicians meet.

Do I have to pay for these external services?

No, the external provider will bill the Blue Cross system and the military will cover the cost of your treatment. However, as a CAF member you are responsible:

To ensure that all scheduled appointments are attended or rescheduled;
In some cases, to pay for any missed appointments without having given appropriate notice, usually 24 hrs (this is your personal financial responsibility, please refer to CANFORGEN 196/18);
To sign the claim forms to confirm services have been rendered and to authorize the release of health information back to the CAF; and
To show the provider your Medavie Blue Cross Card, along with a photo ID.

What about parking and transportation to these services?

Transportation to these appointments and any fees related to parking are the responsibility of the patient. While some CAF Units may be able to cover the costs of parking for their members,12 Canadian Forces Health Services Wainwright or Blue Cross are unable to reimburse these costs. If you believe that this will be a barrier to your treatment, please discuss this with the referring clinician so that you can be appropriately referred.

If I know of a therapist in the community can I request to see him/her?

If the external provider is on the list of approved providers we will do our best to refer to this individual. While it may be possible to add a new provider to our list, they must undergo a verification process first, which may delay your treatment. If you do decide to seek services from a provider without a referral and they are not on our approved list of external providers, the services will not be covered through Blue Cross.

Does the mental health staff at the 12 CF H Svcs C (Wainwright) keep track of my progress in treatment?

Yes, a clinician who coordinates external care will review the documentation, called a “Progress Report” completed by the external provider, after approximately 7 sessions.

What is a “progress check”?

This mandatory appointment is to ensure that you are satisfied with your care, your treatment needs are being met and you are progressing in therapy.

How often do I have to have a progress check?

After your initial progress check, you will be contacted by a 12 CF H Svcs C (Wainwright) MH staff member approximately every ten sessions to have another progress check. Often people do not require more than 10 sessions in which case you would not be contacted for an appointment.

If I am unhappy with my external provider is there a process for changing my therapist?

Yes, should the external provider not be meeting your treatment needs you may either contact the clinician who made the referral for treatment or the External Care Coordinator to discuss the situation.

Are the sessions with the external provider confidential?

Yes. Confidentiality is considered essential for treatment. Information that you provide during therapy will not be released to anyone outside the medical system without your consent. However, your external provider is considered part of the CAF “Circle of Care” and will provide the medical staff at CAF Health Services Centre with regular progress reports of your treatment. These reports are filed in your medical chart (the CF Health Information System - CFHIS). Your Commanding Officer does not have the right to access your specific medical information.

PLEASE NOTE: There are legal, ethical and professional exceptions to confidentiality, which require that providers take responsible action. Your service provider, prior to delivery of service, will discuss these exceptions with you.

I am about to be released from the military. Can I continue with my external provider?

If you wish to continue to see the external provider after releasing from the military you will be responsible for payment. If your release is due to medical reasons and you have been pensioned by the Department of Veterans Affairs, you may be eligible to have the sessions covered through this organization. Please contact your VAC Pension Officer or your CAF Case Manager prior to your release to discuss this option.

Contact Information

Mental Health Reception: 780-842-1363, Ext 530-1503

Dental

Dental Services

1 Dental Unit Detachment Wainwright is a Care Centre located at building 633 Perimeter Road. Along with regular dental treatment, the dental clinic provides non-complicated oral surgery, specific periodontal, and certain prosthodontic treatments. We also offer specialist services by referral when required.

The Wainwright Dental Care Centre is responsible for both Canadian Armed Forces Base Wainwright and 3rd Canadian Division Base Suffield.

Hours of Operation

Regular clinic: Monday to Thursday: 07h30-11h30, 13h00-15h30

Friday Morning: 07h30-11h00

Friday Afternoon: 11h00-15h30 closed for admin

(Emergency Cases can be seen)

Sick Parade: : Emergency dental care is provided at 07h30-08h30 Monday to Friday. IMPORTANT: Service is provided on a first come, first served basis. To ensure you are seen in a timely manner, please report as early as possible. Patients requiring urgent or pre-deployment care will be given priority. Non-urgent conditions may be triaged and rescheduled during normal appointment times.

Services

After Hours Emergency Procedure (Including Leave Periods)

All CAF Dental Detachments provide 24 hour/7 days a week duty service. When in the Wainwright area and outside of regular working hours dental service can be obtained by contacting the Duty Dental Technician at (780)-261-0182 who will then contact the Duty dental Officer and will assess the situation.

Treatment provided by a civilian practitioner outside the above guidelines is subject to the conditions outlined in CFAO 35-3 (DWAN only).

If you are outside of the area of Denwood, AB (50 km+), please contact the closest Dental Duty Team and ask for further instructions. You can also call the number on the bottom of your Leave Pass before seeking treatment to be covered by the CAF. Failure to do so may result in not being reimbursed for the Dental Procedures needed.

Enrolment Procedure

Dental enrolment and re-enrolment exams are mandatory for Regular Force members and are available by appointment at their respective dental clinic.

If you are a member of the reserve force and require an enrolment exam (for members on Class B (over 180 days) or Class C service, or active aircrew), or on other occasions as required, contact the dental clinic to schedule an appointment.

Release Procedure

Release exams are not mandatory. However, for members desiring an exam prior to release, an appointment can be scheduled during normal clinic hours.

IMPORTANT: Releasing does not provide any priority for completion of outstanding treatment. There is no required condition of dental fitness upon release. Unfinished work will not be completed beyond a member's effective date of release (includes leave days).

Screening Procedure

Screening exams for military members are provided Monday to Friday during normal clinic hours and require scheduled appointments.

Screening exams for dependants and other civilians are not provided by the CAF Dental Detachment. Such screenings must be completed in accordance with CFAO 35-5 (DWAN only).

Annual (Phase-1) Exam Procedure

All CAF members are reminded that it is ultimately the member's responsibility to ensure they obtain a Phase One exam.

Unit Command Teams are reminded they have a responsibility to ensure their personnel are deployable and dentally fit.

All regular force members, reserve class "C", and reserve class "B">180 days can receive a Phase One exam in accordance with QR&O 35.04

Absent for Scheduled Dental Appointments

All CAF members are reminded that it is the member's personal responsibility to ensure they are present for all scheduled Dental Appointments.

If you cannot make it to a scheduled appointment, be mindful of our 24-hour policy for cancellation (this does not include unexpected emergencies). Failure to execute or appear during this time will result in a letter being sent to your Chain of Command notifying them of your absence without advising us.

Civilian Dental Referrals

All CAF members are reminded that it is the member's personal responsibility to ensure they are present for all scheduled Dental Appointments on the Civilian side.

Failure to show up during your scheduled appointments without proper notice may result in a no-show fee of anywhere from $50.00-$150.00 that is NOT covered by the CAF.

If you have NOT been authorized by a Dental Officer for treatment outside of the CAF this will be at your own discretion and cost.

Contact Information

Reception: (780) 842-1363 ext. 530-1730

Clinic Coordinator: (780) 842-1363 ext. 530-1910

Detachment Commander: (780) 842-1363 ext. 530-1732

Pharmacy, Diagnostics, and Therapeutics

Pharmacy

Pharmacy

Hours of Operation

Pharmacy hours: 07h30-11h30, 13h00-15h30 Mon- Fri

Closed for lunch 11h30 -13h00 daily, and closed 11h30-14h00 on Thursdays

Prescriptions

During working hours

CAF Policy states that all CAF personnel will fill their prescriptions at a CAF pharmacy during normal working hours when available.

However, if CAF personnel are required to seek medical care after normal working hours, they are permitted to fill their prescriptions at a civilian pharmacy when all the following conditions apply:

1. The prescription was obtained after working hours.

2. It is for an acute condition (i.e. Infection, pain, or discharge from hospital)

Otherwise, prescriptions should be filled the next business day at the CAF pharmacy.

Blue Cross drug payments are audited by pharmacy staff on a regular basis.

I meet the conditions for filling at a civilian pharmacy. How do I fill my prescription?

1. Present to a civilian pharmacy of your choice with your prescription.

2. Provide your Blue Cross Card (Medical number is your Service Number with the letter changed to an “M”). The Blue Cross Card allows the civilian pharmacy to process prescription claims through Blue Cross, who acts as the claims administrator for the CAF.

3. You should not have to pay out of pocket for the prescription.

The civilian pharmacy tells me there is an amount to pay.

Most pharmacies can process prescription claims with a Blue Cross card. However, should the pharmacy refuse to accept the Blue Cross card, the member is encouraged, where feasible, to go to a pharmacy that does accept the card.

Where a claim is rejected by the Blue Cross adjudication process, it may be because the drug is not a regular benefit under the CAF Drug Benefit List. The member may:

a. request that the civilian pharmacy call the toll-free number indicated on the back of the card to clarify the issue, or

b. request that the pharmacist contact the prescriber and request a suitable alternative from the CAF Drug Benefit List. The CAF Drug Benefit List is available via the internet; however, some community pharmacies may not offer this service.

Note: Where a member does not proceed with option a) or b) above and pays cash or equivalent for a prescription, the CAF is under no obligation to reimburse the cost.

How do I seek reimbursement?

1. Bring both pharmacy receipts into the 12 CF H Svcs C (Wainwright) Payment Centre Clerk (i.e. till receipt and prescription receipt)

2. The Clerk will send the receipts to the 12 CF H Svcs C (Wainwright) Pharmacy for advice on whether the drug is covered by the CAF drug plan.

3. The Clerk will use the Senior Pharmacy Officer’s or designee’s response as part of their reimbursement assessment.

4. The Clerk will contact you once their assessment is complete.

5. If the claim is approved, reimbursement will be sent to the member’s home address.

For Travel and deployment

Ensure you take enough medications (prescriptions and over-the-counter medications) for the entire duration of the deployment as well as a 2–4-week additional supply in case of travel delays.

Please inform pharmacy staff of the deployment and dates.

The anticipated turn-around time for a 6-month medication supply order is 1 week.

Over-the-counter medications

Military members can report directly to the pharmacy for some simple medication issues such as allergies, headache, heartburn, minor muscle aches and pains instead of going through sick parade or booking an appointment.

Pharmacy staff will conduct an assessment and can provide OTC medications when appropriate.

Tobacco Cessation

Pharmacists can assist with tobacco cessation by providing nicotine replacement therapy or prescription medication.

Medication Reviews and consultations

If you have questions about your medications including OTCs, natural supplements and prescriptions, a pharmacist can review all medications and give recommendations for safety and efficacy. We are happy to address medication questions and provide evidence-based information and recommendations.

Medication Return

We ask that if you have any expired medications or medications that you no longer require to return them to the pharmacy for safe disposal. This includes any full sharp containers for needles. No questions asked.

Confidential Services

All provided services are 100% confidential and are not shared with chain of command, spouses, or anyone at the clinic without a need to know. All clinic staff are bound by the Personal Health Information Protection Act. However, information is not shared within the clinic if the staff member is not directly involved in the care of a patient. We take privacy very seriously and will safeguard all your personal health information.

Important Points

If someone is picking up your prescription on your behalf you must notify the pharmacy of the name of the person who is picking up your medication. For confidentiality reasons we cannot release your prescription to anyone other than you, unless you have given us permission to do so.
If you have no refills remaining, please make an appointment with your prescriber.
If you will run out of medication before your booked appointment the pharmacy staff can attempt to contact your care provider to request a refill. Please be advised that the refill will be authorized at the professional discretion of the care provider and is not guaranteed. Due to collaboration with other health care providers, we may not be able to meet the 24-hour turnaround if we have to contact your care provider to request a refill.
In certain scenarios, at the professional discretion of the pharmacist, we may be able to provide you with a pharmacist’s prescription renewal, if you have run out of refills for a long standing chronic medication. Obtaining a refill in this manner is not guaranteed and should not take the place of ongoing medical care. Renewal by a pharmacist cannot be done for Controlled and Targeted substances.

Contact Information

Prescription refills: 780-842-1363 ext 530-1467 (at least 48 hours prior to pick-up)

Laboratory Services

Laboratory Services

Hours of Operation

Monday to Friday 07h30-11h30 for routine blood collection.

Appointments

Fasting Requirements for Blood Draw

Part 1 medical (over 40, etc.)

Nothing to eat or drink 10-12hrs (not to exceed 16hrs) prior to your appointment.
You may drink water and take your medications.

Fasting glucose (Blood sugar level)

Nothing to eat or drink 10-12hrs (not to exceed 16 hrs) prior to your appointment.
You may drink water and take your medications.

Notes: In order to provide your physician with meaningful results, your blood sample will not be drawn if the above requirements are not met. NO EXCEPTIONS. Clients requiring fasting glucose should ideally not fast longer than the 12hrs required. Longer periods of fasting may result in inaccurate levels.

Lactose Tolerance Test, and Gestational 2 hour Oral Glucose Tolerance Test (OGTT)

You must book an appointment for this test with your clinician to obtain information, and for special instructions and appointment times, as the test is performed at the local civilian health centre (Wainwright Health Centre) and not at 12 CF H Svcs C (Wainwright).

Other Lab Requests

It is recommended to check with the laboratory personnel when you receive a requisition from your health provider. This will allow us to arrange the most appropriate time for your blood draw and ensure that you receive any special instructions associated with the tests requested.

Request for Lab Results

Lab results are reported directly to your clinician only. They, in return, will notify you of any abnormalities. Patients who need results sent to an external clinician must provide the fax number.

Contact Information

Reception: 780-842-1363 Ext 530-1720

Physical Rehabilitation Department

Physiotherapy/Occupational Therapy

Hours of Operation

Monday to Friday, 07h30-11h30, 13h00-15h30

Physiotherapy

The mission of physiotherapy in the Canadian Armed Forces is to deliver quality services by assessing, educating and treating people with musculoskeletal and cardio-respiratory impairments, functional limitations and disabilities. To accomplish this, we employ a variety of treatments including: therapeutic exercises, postural and ergonomic training, joint mobilization and manipulation, soft tissue techniques, acupuncture, electrical modalities and hydrotherapy.

Occupational Therapy

The CAF Occupational Therapy (CFOT) program is committed to providing quality home, clinic, and work/unit rehabilitation to CAF personnel. The CFOT Program objective is to provide recovery, restoration and return to duty services to military personnel in order to assist them in reaching their highest level of independent functioning in everyday essential activities. The primary goal of CFOT is to assist members in participating in their rehabilitation plans, focusing on self-management and functional outcomes through a comprehensive approach, often within a multidisciplinary team.

Our Occupational Therapists also employ a variety of treatments including ergonomics assessments, functional ability evaluations (FAEs), concussion treatments, orthotic fabrication and return to duty programs.

12 CF H Svcs C (Wainwright) refers patients requiring Occupational Therapy services to the CFB Edmonton physical reahbilitation department.

Your cooperation is requested with the following

New Patients: Referrals for physical rehabilitation services are required and are generated by primary care providers. Referrals are sent to rehab department electronically and patients will be contacted to schedule an assessment appointment. Please reply to confirmation email sent by physio therapist assistant ASAP
Referrals: A referral for physiotherapy or occupational therapy services will have a priority level assigned to ensure that you obtain treatment within an appropriate timeframe.
Appointment time: It is important that you respect your scheduled appointments. Your physiotherapist is unable to accommodate late arrivals. Please attend in PT gear, having all paperwork (that was sent via email) completed.
Cancellations: Missed appointments and last-minute cancellations deprive another CAF member of an appointment and increases waiting times for all. Contact the physiotherapy section (780) 842-1363 ext 530-1121 as soon as possible if you need to reschedule appointments. Your physiotherapy file will be closed after two "No Show" appointments or if you have not contacted us for more than 6 weeks to book a follow up appointment.
Multiple Ailments: If you have more than one physical ailment, your physiotherapist will determine if they are related and can be effectively treated concurrently. If not, they will be treated in order of severity.
Participation: To benefit fully from your treatment, we request that you actively participate in your treatments by following the advice of your physiotherapist and engaging in your home exercise program.

Contact Information

Phone: 780-842-1363 ext 530-1121

Preventive Health

Preventive Medicine

Preventive Medicine

Hours of Operation

Monday to Friday: 07h30-11h30, 13h00-15h30

Services

Preventive Medicine (PMed) provides advice to base members and units on all matters relating to public health, hygiene and sanitation, immunization recommendations and occupational health and safety. These services include hygiene inspections, communicable disease tracking and consultation, testing of air quality, mould investigation, indoor pest investigation, environmental surveys (sound surveys, illumination surveys and indoor air quality) and providing travel health information related to deployments and leisure travel.

Travel - Deployment and Leisure

PMed provides briefings for pre-deployment and leisure travel. Briefings include immunization recommendations, food and water discipline, personal hygiene, malaria and other disease information, insect discipline/prevention, environmental and recreational hazards. Appointments for pre-deployment briefings, permethrin treatments, and for leisure travel health briefings are through:

+WRT 12 CF H Svcs Pmed@12 CF H Svcs C@Wainwright (DWAN only)

Occupational and Environmental Health and Safety

For Occupational and Environmental Health and Safety concerns in the workplace, please contact your Unit General Safety Officer (UGSO). If the UGSO requires support from PMed then the UGSO should contact PMed at +WRT 12 CF H Svcs Pmed@12 CF H Svcs C@Wainwright. (DWAN only)

Heat Stress Advisory

Our PMed Dept monitors the Heat Stress Index with a Wet Bulb Global Thermometer (WBGT) located at the Clinic for purposes of determing the Work-Rest ratio based on current conditions. This can be found at heat stress - Default (mil.ca) (DWAN only)

Required Reporting of Communicable Disease

A patient who tests positive for a communicable disease (CDs) under Directorate of Force Health Protection and local Public Health Authority requirements will be contacted by the PMed Dept as per the mandatory reportable process. Most common CDs are include, but are not limited to Sexually Transmitted Infections, Rabies, Hepatitis A, B and/or C, Meningitis, Escherichia Coli, and SARS/MERS.

Water Trailer

For water trailer inspections, please book an appointment with the PMed NCO no less than two weeks prior to the required use of the water trailer(s).

+WRT 12 CF H Svcs Pmed@12 CF H Svcs C@Wainwright (DWAN only)

Public Health Complaints

Complaints reported to Alberta Health Services (AHS) are forwarded to PMed Dept. Alberta Health Services is not responsible for the management of Public Health on base, instead it falls under the mandate of Preventive Medicine Services. As such, any complaint sent to AHS are forwarded to the base PMed Dept. Each complaint reported is treated confidentially and will be investigated by PMed accordingly. Complaints or concerns can be brought forth by contacting PMed by phone or through.

Email: +WRT 12 CF H Svcs Pmed@12 CF H Svcs C@Wainwright (DWAN only)

Phone: (780) 842-1363 ext 530-1725

Contact Information

(780) 842-1363

PMed I/C: Ext 530-1725

Email: +WRT 12 CF H Svcs Pmed@12 CF H Svcs C@Wainwright (DWAN only)

Community Health

Community Health

Hours of Operation

Monday to Friday 08h00-11h30, 13h00-14h30s

By appointment only.

Services Offered

Allergy Desensitization Therapy

Patients require a referral from their Primary Care Provider to an allergist prior to commencing allergy desensitization therapy within Community Health.

Appointments are available 08h00 - 11h30, 13h00 - 14h30 on Thursdays and Fridays.

Immunizations

Individual appointments for routine immunizations, ie: Tetanus, can be made by calling the CDU Clerk at local 530-1720 during regular hours of operation.

For mass immunizations, such as the Departure Assistance Group (DAG), Seasonal Influenza or COVID Clinics, requests can be submitted to the Primary Care Nurse (PCN) at Local 530-1729.

Leisure travel consults should be optimally booked 4-8 weeks prior to departure via the CDU Clerk at local 530-1720. This service is available to Regular Force personnel as well as Class B Reservist on a contract for longer than 180 days.

Blood Pressure Clinics

Patients require referral from the Primary Care Provider prior to making an appointment for hypertension (high blood pressure) monitoring.

All Community Health appointments include consultation and education with a Registered Nurse on hypertension management through lifestyle modifications such as sodium reduction, caffeine awareness, dietary relation to hypertension, exercise etc.

Contact Information

780 842-1363 ext 530-1720

Administrative Services and Support

Medical Finance

Medical Finance (Blue Cross, Federal Health Claims Processing Service)

Medical Finance (Bldg 633 Room 76) at the Base Clinic will be implementing changes to its service model in accordance with the Clinic’s pandemic Business Continuity Plan and Reduced Physical Presence posture.

Hours of Operation

In-Person Counter Service:

Monday to Friday 07h30-11h30, 13h00-15h30

Email/Phone Service: Monday to Friday 07h30-11h30, 13h00-15h30

Services

The medical finance section can assist you in obtaining reimbursement for your medical expenses. Forms may be returned by reporting in-person to the service counter during service hours, by dropping the envelope into the marked mail slot in the mail room (Bld 633 Room 76; adjacent to the Medical Finance service counter), or by emailing scans to the positional account in Contact Information.

A friendly reminder that the CAF has implemented changes to the optical policy this year, so patients are encouraged to review entitlements (DWAN only) (accessible only on the National Defence network) and to ensure they have obtained from Medical Finance the information package with instructions for reimbursement/submission before proceeding with an eye exam or glasses purchase.

Contact Information

Phone: 780-842-1363 ext 530-1688

Email: +WRT 12 CF H Svcs Heath Claims Clerk@12 CF H Svcs C@Wainwright (DWAN only)

Note: If utilizing the Email/Phone service offering digital copies of the information package and requisite forms for your selected service will be provided when you contact the office, but are also available in printed hard copy at the service counter.

Medical Records

Medical Records

Hours of Operation

Monday to Friday: Monday to Friday, 07h30-11h30, 13h00-15h30

Closed on Statutory Holidays and weekends.

Services

The Medical Records section can assist you in obtaining copies of your medical documents.

Depending on what you are trying to do, there are several ways to proceed. It may be of value to you to contact us to offer you some advice and assistance.

You may use one of the following procedures: Reporting to, or contacting the Medical Records section, Room 45 via the doorbell and completing the Informal Release Request form;

*If you have been released from the military for more than 12 months you will need to request any documents through the Access to Information Website.

Veterans Affairs Canada (VAC) Requests

When dealing with Veterans Affairs, they have access to your medical information if you have given them the authority. You do not need to provide copies from your file, as they can collect a complete copy. There may be a need for them to collect updates, and you may contact VAC for them to tell you how up-to-date they are. Within Medical Records, we can confirm when their last update was processed if you have any concerns. Though we do not work for Veterans Affairs Canada, please contact us if you have questions, we may be able to help you with the process.

Lawyers and Insurance Companies

If you are dealing with organizations that need information from your medical files in order to assist you, then Medical Records is able to help. By signing consent to release information with these groups, and providing them with the contact information for Medical Records, we can provide them quick, secure access via a formal 'chain of evidence' manner, so you don’t need to worry about breaches to your information.

Contact Information

Medical Records department:

Telephone: 780-842-1363 Ext: 530-1778
Email: +WRT 12 CF H Svcs C Med Records@12 CF H Svcs C@Wainwright

(DWAN only)

Fax: 780-842-1809

COVID-19

Contact information

12 Canadian Forces Health Services - Wainwright

Building 633 Perimeter Rd

Denwood AB T0B1B0

Base Operator: (780) 842-1363

Information for patients

Page details

2025-05-23