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Appointment Cancellation Struggles with PCN

Posted By Confidential

"Appointment Cancellation Struggles with PCN"

About: Calgary Foothills PCN / Mental Health Team Calgary Foothills PCN / Social Work

(as a service user),

I showed up at your office for one canceled appointment because I wasn't given enough time to see the cancelation, and then it was rebooked a month later.  Then that appointment was canceled, again, and booked another month later.  So I waited two months for the appointment with a psychologist, which then was booked with a social worker.

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Responses

Response from Leanne Kiss, Program Manager, Calgary Foothills Primary Care Network yesterday
Leanne Kiss
Program Manager,
Calgary Foothills Primary Care Network

Submitted on 2026-03-30 at 4:19 PM
Published on Care Opinion Canada at 4:19 PM

picture of Leanne Kiss

Thank you for taking the time to share your experience - we are so grateful that you had the desire and courage to do so. On behalf of our PCN I would like to apologize for the inconvenience caused to you in multiple ways. It must have been very frustrating and upsetting to come in for an appointment, and to be told it was cancelled and you were not aware. In addition, we are very sorry that you had to experience a 2nd cancellation and then a lengthy wait time for a provider that you were not anticipating seeing.

We will take this as an opportunity to review and improve our booking processes and revisit timeframes and accessibility to our providers. We take pride in providing excellent care to our patients and in this instance, we let you down.

I will pass along your experience and feedback to the PCN Directors responsible for the teams involved, for their awareness and so we can work together on improvement solutions.

Thank you for sharing, as we truly appreciate your feedback.

Leanne Kiss

Program Manager, Service Delivery

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