Member Benefits & Supports

Frequently Asked Questions


Practice Improvement & IT Supports

I need an MOA but don’t have time to look through tons of resumes, what should I do?

  • The Division has an MOA database that has a list of pre-vetted MOAs looking for casual, part-time, and full-time opportunities. They are interviewed and reference-checked by the Practice Improvement Team and listed with their resumes, EMRs, availability, clinical skills, strengths, and wage expectations. All that you need to do is hold an interview with your team to determine if the MOA would fit with your practice! 
  • You can find the MOA Database on the FNW division portal here (you will need to sign in). For assistance, please email emily.richardson@fnwdivision.ca 


I need help with my EMR

  • The Division’s Practice Improvement Program Manager knows lots of EMRs and is happy to provide training sessions. PSP also assists in this area by running user groups you can attend. 
  • Please reach out to patti.scott@fnwdivision.ca for assistance.


Our clinic is having technical troubles, can the Division provide IT support?

  • Our IT Coordinator collaborates with the board of physicians and various committees to implement a plan to start on the path of creating a security culture within family practice, and increase awareness of common safeguards to protect patient’s information.  IT, also helps with supporting technical troubleshooting and assessments of all our members clinics. 
  • If your clinic is having any kind of technical issues or would like to discuss privacy and security, please contact Rob: rob.ross@fnwdivision.ca


I am interested in starting Telehealth but I don’t know where to begin, and I have some questions

  • The Division can support your transition to Telehealth. Our IT support team and website development program can assist you and your colleagues with implementing Telehealth at your practice and having it added to your website so patients can access it easily. 


My clinic needs a website, but hiring a web developer is quite expensive, can the Division help?

  • The Division’s Digital Content Coordinator specializes in creating websites for family practices. All costs are covered by the FNW Division Patient Medical Home initiative, as this is part of practice improvement. We would be happy to create a website for your clinic (physician-owned practices). Click here to view some practice websites we have created for members.
  • Please contact Emily if you are interested in having a website created for your clinic, or if you have any questions. 


My clinic has a website but it needs some improvement, can the Division help?

  • Yes, our Digital Content Coordinator can assist by discussing the improvement needs of your website, and conducting a website audit to provide suggestions on further improvements. If given editing access to the website, we can go in and make all the changes for you as per your needs. 
  • Email Emily if you would like to discuss improvements to your website. 

We are interested in getting online booking for the clinic, how can the Division support us? 

  • The division can assist with organizing demo calls with online booking vendors and preparing the MOAs for the changes. Additionally, for our members that are in a Family Physician-owned clinic, the Division will cover the ongoing costs of online booking as part of the Patient Medical Home initiative. We are happy to have a chat about why online booking might improve your practice, and answer any questions you may have. 
  • Please email Emily for booking a demo with vendors and adding online booking to your website, and contact Patti regarding how online booking works with your EMR and preparing MOAs for the changes. 


Patient Support

What kind of mental health & substance use support is available in the Fraser Northwest community for my patients? 


SHARE Society Clinical Counselling

The Primary Care Network (PCN) Counselling Support Services program is a rapid access program meant to assess, stabilize, support and refer family doctor patients with mild to moderate Mental Health or Substance Use concerns. Clients of this program will receive short term counselling from skilled counsellors to help address their needs. If it is determined that other services are required for further support then the PCN Counselling Support Services program will facilitate access to the most appropriate services in the community with a warm transfer from the program to the new service.


The PCN Counselling Support Services program is designed to respond to Doctor referrals within the same day and set an appointment with the patient within 48 hours of this initial contact. Short term counselling and needs assessment help to determine what other community services may be needed for the client. 


Counsellors can meet clients at their Doctor’s office, at home, in the community or at SHARE Society’s main location.


Referral form on Pathways: https://pathwaysbc.ca/clinics/1467


FHA PCN MHSU Clinicians

System Navigation: available directly without referral necessary.


- Mental Health and Substance Use Triage: Brief case review to determine what Mental Health and Substance use services are needed for the client and to ensure a warm transfer to said services (including to psychiatry/Mental Health and Substance Use teams if needed).

- Case Review/Liaison to Mental Health and Substance Use Services: GP will have direct access to the MHSU PCN clinician for quick review of cases or follow up regarding the status of a referral, including clients seen at the Mental Health centre. This service is also available for SHARE clients who are connected to the Mental Health centre for services.

Referral Criteria:

- Reside within geographical boundaries of FNW Division (New West/Tri-Cities)

- 19 years of age +

- Patient has a Mental Health and/or Substance Use condition

- Patient has a designated community GP who is willing to work with a Mental Health Clinician


PCN Referral form found on pathways here: https://pathwaysbc-forms.s3.amazonaws.com/documents/945/original/FNW_PCCT_Referral_Form_Oct2019.pdf?1570211453


These two services are available through the Primary Care Network partnership. To learn more about the two mental health and substance use services available free to patients in Fraser Northwest, click here to watch a quick video. 


Patients constantly call our clinic to ask if we are accepting new patients, where can we tell them to look for a family doctor?

Patients needing a family physician register on the FNW Division Patient Attachment Waitlist Registry via phone, email, or a link on the Division website. The Division continuously reaches out to providers in the FNW Region to inquire about their patient capacity. In addition, providers reach out informing the Division that they have the capacity. When there are providers accepting patients, patients on the waitlist are then attached to the providers in their specific community. 


How does the Division support patients in Long-Term Care homes?


The Fraser Northwest Division Long-Term Care (LTC) Initiative and LTC Medical Advisory Committee work together to ensure continued improvement. 


Long Term Care Initiative Medical Advisory Committee (LTCI MAC)

The purpose of the LTCI MAC is to monitor the improvements and effectiveness of the Fraser Northwest Long Term Care Initiative Program. The committee serves in an advisory capacity, making recommendations on matters that impact the initiative’s ongoing progress, value and sustainability. This committee brings together individuals to:

  • To provide a network of engaged physicians to increase learning, communication and support on Long Term Care topics
  • To be a collaborative, positive and rational force for optimizing care for patients in long term care.
  • To advance physician engagement and increase awareness of our LTCI

Long Term Care Initiative

The Long Term Care Initiative aims to address and support the deficit in the number of FPs interested in caring for an increasing number of frail patients. Physicians want to provide good quality of care and that it is increasingly challenging to do so with the demands on their time. FPs who are interested in becoming a part of our Division’s LTCI program understand that the culture of care is moving forward to a palliative care approach and that FPs play an important role in developing relationships with families, promoting information and having those conversations about prognosis and future decision making. The LTCI program focuses on improved patient health outcomes, improved patient family and provider experiences and optimized cost per patient.

The FNW Long Term Care community has coordinated efforts to support FPs in optimizing care for their patients in residential care through implementing these five best practices:

●  FP participation in care conferences

●  Proactive FP visits

●  Meaningful medication reviews

●  Completed documentation

●  On­call support network


First of all, annual care conferences are imperative for allowing an open flow of communication between residents, their families, facility staff and physicians. Physicians are the central figure in authoritative decisions and without their participation, key care decisions are delayed or do not occur.


Secondly, proactive FP visits can ensure medical concerns can be identified before they become urgent, reducing emergency room visits by residents. The new standard of care recommends visits to be done at least every three months, and scheduled facility visits every 1­4 weeks depending on patient roster size.


Meaningful medication reviews are most successful when they are completed with nurses, pharmacists and FPs. When the whole team discusses polypharmacy interventions, there are increased benefits such as decreased mortality and transfers to hospital.


Additionally, there is great importance in completed documentation as it allows facilities to maintain accurate records, which minimizes delays for resident care, supports on­call FPs when caring for your patients and ensures that patients have up to date advanced care planning. The expectation is for every resident to have a chart note for each FP visit, and to have the admission history forms, the MOST and the advance care planning forms completed shortly after admission.


Lastly, the most important component of the initiative is the on­call after hours program. This program will provide reliable, timely after hours care for residents, with the goal of reducing unnecessary and inappropriate hospital transfers. This on­call network provides after hours care for every resident in our community.


Team-Based Care

We are interested in having a nurse join our practice, can I learn more about the Primary Care Network funded nurses in practice? 

As part of the Primary Care Network (PCN) work occurring in Fraser Northwest, family practices in New Westminster and the Tri-Cities are being offered funding and overhead to work with registered nurses in practice. 

What’s in it for your practice?
This RN role is meant to support practice staff in providing the best possible care for patients. 


Examples of tasks the RN can do which may help elevate the care your practice provides are:

  1. Review panel and ensure all preventative cancer screens are completed
  2. Review lab work
  3. Complete complex care plans
  4. Independent visits for direct patient care (i.e. chronic disease management, screening and
    health promotion)
  5. Complex appointments such as new intakes, post-discharge and planning visits
  6. Education and self-management support of patients


To be eligible, the clinic must meet the criteria below:

  • All clinic Physicians must be members of Fraser Northwest Division of Family Practice and practicing in New Westminster, Coquitlam, Port Coquitlam or Port Moody.
  • Clinic must have a minimum patient panel size of 2500 
  • Agree to participate in practice-level evaluation and reporting
  • Nominate a Physician Champion. Physician Champion is paid by sessional. The time
    commitment is approximately 2 hours per week (maximum) in the initial implementation and 2 hours per month once full implementation is completed.

If interested, please contact Richelle Hughes at richelle.hughes@fnwdivision.ca or Patti Scott at patti.scott@fnwdivision.ca


Division Membership & Involvement 

Are there expectations or obligations to being a Division Member?

  • Time commitment is flexible and your level of involvement with the Division is completely up to you. 


What is the purpose of the Division? Why should I become a member?

  • The purpose of the Division is to help support family physicians in the areas of New Westminster, Coquitlam, Port Coquitlam, Port Moody, Belcarra, and Anmore. There are many benefits to being a Member for free:
    • The time commitment is flexible
    • Our focus areas are driven by the needs of our Members–more Members means more feedback, which allows us the better address the needs of our Community
    • Being part of a local Community more than 430 practicing physicians provides the opportunity to connect and network with your colleagues
    • The opportunity to join a working committee dealing with an issue  that is important to you or to attend Member meetings and CME offerings
    • Access to Pathways which is a web-based application which operates as a specialist/clinic referral tool and a repository of FNW Division’s shared care work and selected clinical pearls, care pathways, red flags indicating an urgent referral is required, and patient information materials, etc.
    • Free registration to “Up to Date” and Group Purchasing discounts for medical supplies through the Division Portal Account


Who can join the Fraser Northwest Division?

  • If you practice within the borders of Anmore, Belcarra, Coquitlam, New Westminster, Port Coquitlam and/or Port Moody, you can join the Fraser Northwest Division.

Join as a voting member if you are a:

  • family physician

Join as an Associate Member, non-voting, if you are a(n):

  • allied health worker
  • medical student
  • nurse practitioner
  • resident
  • specialist

If you are an MOA or Practice Manager check out this page >

If you have any questions about membership please email Emily Richardson


How can I get more involved with the Division? 

  • Participate in events that come to your inbox regularly and any of our programs and initiatives! There are always opportunities for you to participate and share your valuable insight - we want to hear from you! Let any of us know what you are interested in and we can connect you to the right person to get you started. 


What kind of committees can I join?

  • Board of directors 
  • Maternity Shared Care
  • Older Adult Shared Care
  • Chronic Pain Shared Care
  • Acute Discharge for Community Follow Up Shared Care
  • Women's Health Shared Care
  • Palliative Care Shared Care
  • Geriatric Psychiatry Shared Care
  • Adult MHSU Shared Care
  • Integrator Project
  • Communications Committee
  • Practice Improvement Committee
  • Evaluation Committee
  • Recruitment/Retention/Retirement Committee
  • Adult MHSU Shared Care
  • MHSU
  • PCN
  • PMH/PCN Advisory
  • LTCI 
  • Pathways 
  • IMIT
  • Health Data Coalition


What is a  “Shared Care” Project?

Shared Care is one of four Joint Collaborative Committees (JCCs) representing a partnership between the government of BC and Doctors of BC. Funding from Shared Care supports family physician, family physician with a focused practice, and specialist collaboration on quality improvement projects. 


Do you have an innovative project idea that could fall within the scope of Shared Care? Are you interested in joining one of our existing projects as a committee member? Please contact Sanjam Jhawar to learn more! 


Current Projects:

  • Maternity Care Shared Care
  • Older Adult/Medically Complex Shared Care  - Coordinating Complex Care Initiative 
  • Adult Mental Health and Substance Use Shared Care
  • Palliative Care Shared Care
  • Geriatric Psychiatry Shared Care
  • Chronic Pain Shared Care
  • Women’s Health Shared Care
  • Acute Discharge for Community Follow Up Shared Care


Human Resources & Recruitment

I have room in my practice for more physicians, how can I recruit them?

  • Our Human Resources team is available to assist in the recruitment of additional practitioners at your clinic - whether this is a family physician, nurse practitioner, nurse in practice, or other allied health. 
  • Supports include: creating a clinic brochure to highlight the details of the practice, filming a clinic recruitment video to put on the division website, and listing your clinic on healthcare recruitment sites. 


I have some questions about the HR processes in my clinic, where can I get some answers?

  • The Division has resources available to you such as toolkits and templates for contracts, policies, and performance reviews, etc.  Some are accessible on the website and Slack while Richelle and Emily are also able to provide more. They are also available for HR consults over phone or email as needed. 
  • Access: Please reach out to richelle.hughes@fnwdivision.ca or emily.richardson@fnwdivision.ca  for assistance.


What kind of Human Resources supports does the Division offer?

The Division Human Resources team is available to help your clinic by providing various HR services: 


FP & NP PCN Contracts

There are FP and NP PCN contracts (salaried) available in the FNW region that offer new providers an alternative to the standard fee-for-service. The Division HR team will facilitate and act as a liaison between the provider, practice, and Fraser Health Authority during each step of the contract process.


Recruitment Brochures

To aid in recruiting providers, the HR team is available to create a customized recruitment brochure highlighting the practice, the team, and the space. This visually appealing and informative brochure can then be provided to candidates and referrals interested in the practice and/or region to highlight available opportunities. 


Recruitment Postings 

The Division HR program can assist physicians and practices recruiting locums or permanent positions (FP/NP) by posting vacancies on Health Match BC, SGP, and the FNW Division website. Upon receiving applications/referrals the HR team will connect the candidate and practice/physician to see if there is a match.


HR Consulting

To assist with business and practice management the HR program offers HR consulting to members. Topics may include but are not limited to employment legislation/standards, contract drafting, employee performance, team engagement, etc. This can be offered via email, call, or in-person.


If members are interested in any of the HR Program Supports, or are interested in joining the Recruitment Retention & Retirement Committee, please contact Richelle Hughes at richelle.hughes@fnwdivision.ca


I am new to practice and would like support, what kind of mentorship programs are available?

  • The Fraser Northwest Mentorship Program pairs family physician mentors with new-in-practice FPs. If you are interested in participating in the mentorship program please email Richelle: richelle.hughes@fnwdivision.ca


Specialists & Referrals

Where can I find updated referral information or info about specialists in the community? 

  • Pathways is the place to connect with community resources and medical specialties. Physicians and medical staff can use Pathways to find out referral wait times for specialist and clinics in our communities, along with patient and physician resources, forms, requisitions, as well as community service and allied health information that is categorized and searchable. Ensure your practice is listed and receive log in keys for your staff. If you or your staff need a login key, please contact Alanna.

How does the Division connect Family Physicians and Specialists for seamless healthcare delivery? 

  • The relationship between family physicians and specialists is fundamental to the delivery of effective health care. Gaps in communication between health care providers can impede the flow of care, resulting in a fragmented experience for patients, caregivers, and families. The overall goal of Shared Care is to provide a coordinated and seamless health care experience for patients. 


Shared Care is one of four Joint Collaborative Committees (JCCs) representing a partnership between the government of BC and Doctors of BC. Funding from Shared Care supports family physician, family physician with a focused practice, and specialist collaboration on quality improvement projects. 


Do you have an innovative project idea that could fall within the scope of Shared Care? Are you interested in joining one of our existing projects as a committee member? Please contact Sanjam Jhawar to learn more! 


Current Projects:

  • Maternity Care Shared Care
  • Older Adult/Medically Complex Shared Care  - Coordinating Complex Care Initiative 
  • Adult Mental Health and Substance Use Shared Care
  • Palliative Care Shared Care
  • Geriatric Psychiatry Shared Care
  • Chronic Pain Shared Care
  • Women’s Health Shared Care
  • Acute Discharge for Community Follow Up Shared Care 



Why should my MOAs and Practice Manager attend the MOA/PM events that the Division hosts?

  • There is always more to learn! There are different topics each time such as WorkSafeBC, billing, privacy and security, medical legal, etc. These events also provide the opportunity to build connections and collaborate with others in your field who can offer their advice and support. The Division compensates MOAs who work for family doctor’s that are Primary Members of the FNW Division for attending these events.


The Division MOA Network offers a variety of resources for both the MOAs and the practices. There is a Facebook page that lists events, resources, and allows for any discussion related to their roles. The monthly MOA events allow for continuous learning. The topics for these events have included Pathways, medical billing, clinical skills, and PCN. In addition, there are Practice Manager meetings every two months where there is learning and collaboration on a variety of topics such as workflow.



What type of events does the division host for family physicians? What value will it bring me by attending? 

  • The division hosts various events for our physician members each month. Prior to Covid, these events were hosted in-person and included presentations, dinner, and social interaction with family physicians and specialists. We are now hosting events on Zoom and continue to see high physician engagement. One recent series we started is "Ask the Expert" - an opportunity for family physicians and specialists to engage in dialogue and learn from one another. 



How does the Division evaluate programs and ensure continuous improvement?

  • The Evaluation committee is responsible for vetting any program or project evaluation reports for internal or external dissemination.  The committee ensures that there is physician leadership providing guidance and direction to evaluation in the FNW.  Minimum commitment includes attending quarterly meetings and vetting program evaluation reports throughout the year.  Sessional payment is available for attending meetings. For more information, see the Evaluation Terms of Reference.


The evaluation program works alongside the program and project teams and stakeholders to support collaboratively building and integrating evaluation mechanisms throughout the duration of any project.  These mechanisms are built to link directly back to the overall program/project objectives and are used as key indicators to support program implementation and movement towards overall objectives.  The evaluation program supports the ongoing collection, analysis and reporting out of these measures to project teams, project partners, stakeholders and funders.  The evaluation program is always looking for new and adaptive ways to collect and share information that informs ongoing program development.



Have a question? Ask us!