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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 6 days ago
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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Response from Leanne Kiss, Program Manager, Calgary Foothills Primary Care Network 5 days ago
We have made a change
Leanne Kiss
Program Manager,
Calgary Foothills Primary Care Network

Submitted on 2026-03-31 at 4:13 PM
Published on Care Opinion Canada on 2026-04-01 at 1:08 PM

picture of Leanne Kiss

Hello again

I did want to provide a quick update regarding your recent feedback. I received a response from the program director after she read your story, and I felt it was important to share this information with you.

Our PCN is aware of the issues that you experienced, and I am very pleased to let you know that we have found several ways to improve the situation. We are prioritizing the need for a better process to prevent short notice appointment cancellations, increasing provider staffing to offer more timely appointments and reduce wait times, and offering patients another timely alternative if we need to cancel an appointment on short notice due to a staff illness situation.

I believe that by you sharing your experience, this has reinforced that we are on the right track with changing our processes so that there are no gaps with patients seeing the right team member, at the right time, for the right service. We truly appreciate your feedback, and I am pleased to share that it has been reviewed, considered, and now incorporated into changes that we hope will positively impact future patients.

Warm Regards,

Leanne Kiss

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