Member Services & Engagement
Our PCN’s membership consists of family doctors located within our catchment area. These members are the foundation of our PCN and the focus of the MSE team.
MSE keeps members informed of and involved with our PCN and the programs and services that support them and their patients.
Highlights from 2025-26
Our MSE team provides…
A growing membership
We ended 2025-26 with 594 family doctors in our membership, up from about 500 in previous years. And 66 of the 594 doctors (11 per cent) were accepting new patients.
Our MSE team welcomed our newest members by supporting their membership applications, onboarding, and orientation to our PCN, followed by continued engagement and communication. They also worked with the managers of our Patient’s Medical Home team to improve the process for onboarding our nurses, psychologists, care coordinators, and health information professionals to our members’ clinics.
Effective communications became even more important as our membership grew. Throughout 2025-26, we:
- Improved our mass text messaging communications so that members could more easily register for events, with our new approach doubling or tripling registrations via text
- Created and distributed a one-page poster to members with at-a-glance information on all our services for their patients
- Ran tailored communication campaigns to inform members about important changes or updates, like the expansion of our dietitian and physiotherapy programs where members almost immediately began referring newly eligible patients for help
Our Medical Director’s expertise and experience played a critical role in shaping many of our member-facing communications so that the content was effective and spoke to doctors’ needs and realities.
Family doctors in our membership as of March 31, 2026
Supporting improvement requirements
From patient care and administrative work to regulatory requirements, family doctors have many demands on their time. So our MSE team continued to support our members to meet the College of Physicians & Surgeons of Alberta’s Physician Practice Improvement Program (PPIP) requirements throughout 2025-26. PPIP helps doctors improve their practice, patient care, and work-life balance.
With input from members and our Board and its membership committee, we held a spring 2025 in-person event where members participated in one of two PPIP breakout sessions on fostering a positive clinic environment:
- Building and supporting a healthy team culture
- Effective conflict management strategies
The doctors in attendance worked on PPIP action plans during the sessions with peer support from the Alberta Medical Association, allowing many to tackle one of the three required PPIP activities.
We also went on to survey our membership to learn which PPIP activities they needed support with and followed up with tailored content about PPIP supports, templates, and our teams who could assist, based on individual responses.
One support was a fall 2025 webinar series on charting that doctors could use to complete the standard of practice PPIP activity. By reviewing their daily processes, auditing a sample of patient charts against a list of questions, and reflecting on what they learned, the attendees created an action plan that could save them time and support continuity of care with even better charting. Hosted by our PCN with a charting expert, we opened attendance to members of all PCNs in the Calgary area as a widely applicable topic.
Events, professional development, and member engagement
From PPIP support and billing to mental health and women’s heart health, our PCN’s continuing medical education and professional development program supported members with free educational opportunities to enhance their practice.
We also consulted our membership throughout the year with polls, working groups, engagement events, interviews, focus groups, and 634 phone conversations, meetings, and text messages between members and our Physician Liaisons.
Educational opportunities
Webinar/course attendees
Physicians engaged through consultations, interviews, focus groups, and working groups
Physician attendees
for engagement events
Communications, engagement
beyond members
Doctors are foundational, but we connect and communicate with multiple stakeholders in our work.
For teams, PCNs
With a primarily remote workforce, we are always listening to our teams and working to improve our internal communications.
In 2025-26, we used feedback and new ideas to:
- Add new monthly features to our e-newsletter to help team members get to know each other and keep up with new and departing team members and career growth
- Use new technology to show information from our weekly e-newsletters on the TV in our lunchroom to help our busy clinic team stay up to date more easily
- Help our teams stay on top of deadlines by adding eye-catching banners to our e-newsletter with dates and actionable links
We also supported communications for PCNs across the Calgary area by both assisting with the biweekly e-newsletter that all seven PCNs send to their members and supporting communications work on shared projects and events, like the Calgary Zone event for truth and reconciliation.
With external stakeholders
Whether helping raise awareness of other health services or working on our programs and projects, connecting with stakeholders from across the health system is critical.
Throughout the last fiscal year, our team consulted and connected with multiple stakeholders — ranging from Alberta Health Services and the Alberta Medical Association to services in the community — to inform:
- The expansion of our dietitian and physiotherapy eligibility and support to more people
- Improvements to our protocol for exposures to blood or body fluid to support our employees and our membership
- Our initiatives to help our teams and our membership stay on top of other no-cost services for their patients
- And more
Through feature articles in our e-newsletters, we shone a spotlight on 11 different organizations that offered support for issues like eating disorders, learning disabilities and ADHD, and prostate cancer. We also hosted four webinars for our teams where representatives from different services presented and answered questions.
We appreciate everyone who collaborated with us — even as we do not have room to name them all or all the work to which they contributed.