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other countries.

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OCCUPATIONAL HEALTH BOOKING PROCESS

FREQUENTLY ASKED QUESTIONS

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TABLE OF CONTENTS Booking Process ................................................................................................................................................ 3

Turnaround Time Guidelines ................................................................................................................ 3

Frequently Asked Questions ................................................................................................................. 3

Service Appointments (Time Required) ............................................................................................... 7

Results ............................................................................................................................................................... 9

Turn-Around Expectations .................................................................................................................... 9

Frequently Asked Questions ............................................................................................................... 10

Occupational Health Results and Status Online ................................................................................. 15

Interim Status/Pending Appointments .............................................................................................................. 15

How Occupational Health Testing Results are Reported ................................................................... 16

Fitness Certificate Basics .................................................................................................................... 16

Testing Reports ................................................................................................................................... 16

Functional Fitness Evaluations (FFE) Reports ................................................................................... 16

Further Action/Testing Required, Result Comments, Additional Investigation ................................... 17

Basic Services ..................................................................................................................................... 18

Basic Services with Functional Fitness Evaluation Included .............................................................. 19

Functional Fitness Evaluation as Stand-Alone Service ...................................................................... 20

Summary Reports ............................................................................................................................................ 21

Invoices ............................................................................................................................................................ 21

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BOOKING PROCESS FAQs

TURNAROUND TIME GUIDELINES

Service Delivery Stages Optimal Performance Non-Optimal Performance

Booking Request

Online <1 hour actioned 4 business hours before action

Phone <3 minutes actioned 2 hours call back for action

Booking Confirmed End of Day* See Limitations*

*Limitations: employee/donor reachability, supplier remoteness and employee/donor willingness to travel.

Services Performed Same Day* 3 Business Days from Request

*Limitations: employee/donor reachability, supplier remoteness and employee/donor willingness to travel.

FREQUENTLY ASKED QUESTIONS

1. How to reach CannAmm?

a. By phone

i. 1.800.440.0023, option 5 (for drug testing only, select option 2)

ii. Hours of operation: Monday to Friday 8 AM – 6 PM EST

iii. Responsiveness: Immediate

1. Exception: high call volumes may direct you to leave a voicemail

b. Via the online booking system (see below example of the request screen)

i. www.cannamm.com (Program Administration Login)

ii. Hours of operation: Monday to Friday 8 AM – 6 PM EST

iii. Responsiveness: <4 hours

1. Please note that we make 3 attempts to contact the individual (typically once

per day) and if no success, the request is cancelled

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2. What do I need to be able to book appointment(s)?

a. Listed authorised company representative, or

i. Account setup to allow your employees to book directly with us.

b. Listed services need to be authorised under the account.

i. Services we offer that have not been authorised under your account cannot be

booked.

3. What does CannAmm ask for when we schedule an appointment?

a. Company name and division

b. Name of authorised company representative booking the appointment (if applicable)

c. Employee/examinee information

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i. Location & availability/preferred date and time of appointment(s)

ii. Full legal name

iii. Phone number(s)

iv. Date of birth

v. Government issued id number: health card number, driver's license number,

SIN/SNN

vi. Job Position/Title

d. Service specific information:

i. Immunisations: copy of immunisation records/history

ii. Functional Fitness Evaluation: approved Physical Demand Analysis (PDA) of

position on file

iii. Chest x-rays: if one has been completed in the last year, a copy is requested.

4. How do I get an appointment and how quickly can an appointment be confirmed?

a. By phone: appointment taken immediately or call back within 2 business hours

b. Online: appointment actioned within 4 business hours of receipt (>85% of requests)

c. Appointment requests made before 2 PM EST are completed by end of day (EOD) >80% of

the time*

d. In some instances, same-day may be possible but we usually require at least 1-3 business

days for scheduling appointments as requested. The more notice given, the more likely we

are able to schedule an appointment on the date requested.

e. Subject to employee/examinee availability and location

i. >90% of appointments made within 3 business days of requested date* *Remote locations and/or provincial services are primarily the exception

5. Are there sites available in all places that we require testing?

a. In most major cities, service providers are not usually an issue. However, in remote

locations we may run into availability issues where the individuals may be required to travel

in order to complete their testing.

b. Service availability varies by client requirements for fitness; please review with CannAmm

any potential limitation of availability of the services required in the areas you are hiring. Call

us at 1-800-440-0023 ext 5.

6. How do I know the details of complicated bookings?

a. Once the appointment is scheduled and confirmed, the company contact who requested the

appointment will receive an email booking confirmation, directed to the email address

provided to us when contact was added, with important details surrounding the

appointment(s).

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b. A reference number will be included in the confirmation; this is also provided when

submitting a booking online.

i. Please keep this number for easy access to bookings if required later.

ii. Please also provide this to the employee being tested should they need it.

c. If your account is setup to allow employees/examinees to book their own appointment

directly with our office please note an email confirmation will not be sent to a specific DER

unlike when a web booking is submitted or the appointment is made directly by a DER by

phone.

7. How do I check the booking status or make changes to upcoming appointments?

a. If you need a status on a booking, please contact us at 1.800.440.0023, option 5. If you

need to reschedule/cancel an appointment please be sure to call as soon as possible.

b. Please note that notice of 24 hours is required for cancelling any appointments otherwise

late cancellation/no show fees will apply.

c. Our hours of operation are Monday – Friday 8 AM-6 PM EST.

8. What information and expectations should be set with the Employee/Examinee?

a. Depending on the testing being completed, individuals are encouraged to arrive to the clinic

preferably 10-15 minutes early to complete the necessary paperwork. For each service,

they can expect the following:

i. Drug & Alcohol Testing: Employee/Examinee will be expected to provide a urine

sample, and must have government-issued photo ID with them.

ii. Mask Fit Testing: Employee/Examinee must be clean shaven and avoid smoking

30 minutes prior to appointment.

iii. Audiogram: A hearing screen includes listening to a series of beeps and tones via

headphones, usually conducted in a sound booth.

iv. Vision Testing: This includes near, far, horizontal and colour vision. If individuals

have glasses/contacts, they will be asked to bring these to the appointment.

v. Physical Exam: The assessment includes heigh, weight, blood pressure, basic

vision and typically a urine dip. There are several forms (questionnaire) the

Examinee will be requested to complete as well.

vi. Functional Fitness Evaluation (FFE): Individuals should wear comfortable

clothing and running shoes as the examination is typically active. Testing will vary

depending on which protocol/position the individuals are being tested for and testing

takes approximately an hour total. It is recommended that the individuals avoid

caffeine/nicotine prior to appointment as this can affect their heart rate/blood

pressure during the assessment.

vii. Blood/Clinical Urine Collections: Fasting may be required depending on the

testing being completed.

viii. Immunisations: Examinee must bring vaccination records with them (these will

also be requested prior to the appointment being booked). If a mantoux/tb test is

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required the Examinee will be required to return to the clinic 48-72 hours later for the

reading.

Always call CannAmm if there are issues or concerns. Feel free to give employees our number as well in the

event they encounter any issues during their appointment(s): 1.800.440.0023, option 5.

SERVICE APPOINTMENTS (TIME REQUIRED)

Service Minimum Time Required for Each

Audiogram 15 Minutes

Mask Fit Testing (per mask) 15 Minutes

Pulmonary Function Testing (PFT) 15 Minutes

Blood Draws 15 Minutes

Immunization 15 Minutes

Physical Examination 40 Minutes

Functional Fitness Evaluation 60 Minutes

Drug Test 15 Minutes

Drug and Alcohol Test 20 Minutes

*Paperwork required to be completed by employee* 10 Minutes

1. How many appointments can you expect?

a. Depending on the sevices required, this can range from 1 to 5 (or more) separate locations

for testing in certain areas.

2. Will all testing be at one location?

a. Not necessarily. In most cases, we try to schedule appointments at one location if at all

possible but in some instances it may be required that the appointments be scheduled at

separate locations. If additional testing is included (mask fit testing, audiogram, drug testing,

vision testing etc.) these may be scheduled at one site, or several depending on the location.

b. Each appointment varies in length, CannAmm spaces them out to ensure there is sufficient

time to complete each and move on to the next facility if applicable.

3. What happens if you get to a testing location and they do not have paperwork?

a. Be sure to provide our number as stated above, should the individual encounter any issues

such as missing paperwork, please instruct them to contact us right away and do not leave

the clinic/site as we can then re-fax the documentation as soon as possible.

4. What else could get in the way of testing?

a. Services can be denied or rescheduled if a person presents with the following (late

cancellation/no show fees may apply):

i. Individual does not arrive on time

ii. Without valid government-issued photo ID

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iii. Elevated blood pressure for select occupational testing services

iv. Acts in a disruptive, unprofessional or abusive manner

v. Individual arrives unprepared for testing (i.e. not fasting if required, not being clean

shaven, etc. Please note children are not allowed in the testing area).

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RESULTS TURN-AROUND EXPECTATIONS

Service Delivery Stages Normal/Negative Test Outcomes

Optimal Performance Non-Optimal Performance

Results: Occupational Health

Functional Fitness Evaluation (FFE) 2 business days 4 business days from service*

Physical Examination 2 business days 4 business days from service*

Audiogram 2 business days 4 business days from service*

Mask Fit Testing (per mask) 2 business days 4 business days from service*

Pulmonary Function Testing (PFT) 2 business days 4 business days from service*

X-ray 2 business days 14 business days from service*

Laboratory Testing (Clinical) 2 business days 10 business days from service*

Heavy/Trace Metal Lab Testing 7 business days 14 business days from service*

Electrocardiogram (ECG) 2 business days 4 business days from service*

Immunizations 3 business days 5 business days from service*

Tb/Mantoux Testing** 4 business days 6 business days from service*

Results: D&A Testing

Express: Drug and Alcohol Test <3 hours EOD*

Express-to-Lab: Drug and Alcohol Test <3 hours EOD*

Lab Based: Drug and Alcohol Test 2 business days from service 4 business days from service∞

CannAmm Service Delivery Stages Abnormal/Restrictions/Positive Test Outcomes

Optimal Performance Non-Optimal Performance

Results: Occupational Health

Functional Fitness Evaluation (FFE) 3 business days from service 5 business days from service§

Physical Examination 3 business days from service 5 business days from service¥

Audiogram 3 business days from service 5 business days from service†

Mask Fit Testing (per mask) 3 business days from service* 4 business days from service*

Pulmonary Function Testing (PFT) 3 business days from service 4 business days from service*

X-ray 3 business days from service 15 business days from service*

Laboratory Testing (Clinical) 3 business days from service 11 business days from service*

Heavy/Trace Metal Lab Testing 9 business days form service 16 business days from service*

Electrocardiogram (ECG) 3 business days from service 11 business days from service*

Immunizations 5 business days 7 business days from service

Tb/Mantoux Testing** 6 business days 8 business days from service

Results: D&A Testing

Express: Drug and Alcohol Test 5 business days from service† 10 business days from service†

Express-to-Lab: Drug and Alcohol Test 5 business days from service† 10 business days from service†

Lab Based: Drug and Alcohol Test 5 business days from service† 10 business days from service†

Limitations:

* Supplier Delay in Relay in Paperwork

** Tb testing is administered and then must be read 48-72 hours after original appointment

∞ Shipping time for samples requiring laboratory testing

Shipment to Eastern Laboratory (if applicable) § Restriction requires employer approval for additional testing

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¥ Restriction requires provincially funded testing

† Positive Laboratory Results

Requires Confirmation Testing

MRO Interview with Donor

Shipment to Eastern Laboratory (if applicable)

Additional Items/Key Points (regarding occupational health results):

When occupational health appointments are scheduled, a confirmation email is sent to the company

contact booking the appointment. This includes the average TAT for the specific location performing

the testing. This is the average business days it takes for us to receive the results.

Specific areas where TAT's tend to be delayed include remote locations, East Coast/Maritimes and

British Columbia.

FREQUENTLY ASKED QUESTIONS

1. Who can get results?

a. Drug and Alcohol (D&A) – Contacts selected as a Designated Employee Representative

(DER) will have access to Drug & Alcohol results. Companies can specify if they want full

access or negative only.

b. Occupational Health – Contacts must specifically be listed as having access to

fitness/testing reports (this includes any testing other than D&A testing).

c. Both – Contacts added as DER and Occupational Health will have access to both.

2. How do you log in?

a. Visit our Program Administration website. Log in using your username/password. If you do

not know your username/password, please call 1.800.440.0023, option 4 or email Client

Support.

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To reset your password, click on “Support” once logged in and go to Change Password:

3. Where do you look for new results?

a. As soon as you log in, new results will be visible on the landing page.

b. If you have viewed results previously, be sure to click “view read items” as well to view

previous results.

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4. Where do look for old results?

a. Go to “search results” and you can search by date (this is the date of the services being

provided), name or CCF number with also specifying which division you want to search

under.

5. What does a result look like (see next page)?

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a. Drug & Alcohol Results will be available online as a Clearance Letter or Result:

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6. Once appointments pass, how long to get the results?

a. We aim to send results to our clients within 72 hours. Typically we receive the reports within

24-48 hours. They are then reviewed by a physician (with the exception of the FFE when

being completed as a stand-alone service) and results are sent within 24 hours of receiving

them as long as there are no health issues that require additional attention/follow up.

OCCUPATIONAL HEALTH RESULTS AND STATUS ONLINE

If you are the company medical fitness contact, Designated Employer Representative (DER), you can expect

an e-mail notification when the medical fitness certificate/testing report has been posted online. You then

simply log on to the Program Administrator Website to view/print this report.

You can view the status of a file anytime by logging in to the website.

INTERIM STATUS/PENDING APPOINTMENTS: None - The booking request has been completed. This “Result” will remain as “None” until the paperwork

for at least one service has been returned or a final result is entered.

Reports Pending - This indicates we have started to received some reports. For events with multiple

services, this tells our clients that things have started and the individual did in fact attend for at least one

booked service.

Expected turn-around time: This is based on the longest TAT on the booked services. That means it

can be for an hour or several days (see Occ Health Resulting TAT document for detail).

Under Medical Review - All reports have been received and the file is being reviewed.

Expected turn-around time: The expectation is that no file should remain under review for greater than 48

hours (2 business days).

Further Testing/Investigation - this indicates that the physician has reviewed the file and has

requested additional testing or information.

Expected turn-around time: Due to the nature of the additional testing required (i.e. may be completed

through provincial health) we are unable provide a specific timeframe when this might be completed, but

there will be delays with this file.

Pending Donor/Patient Action - the donor/patient/employee is obtaining services on their own (i.e.

immunisations).

Expected turn-around time: we should wait no longer than a week for this to arrive. Any delay greater

than this should be communicated to the client to assist in getting completed or close the file without

outstanding services

Pending Re-Booking - the original booking date no longer applies and the event is being rescheduled.

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HOW OCCUPATIONAL HEALTH TESTING RESULTS ARE REPORTED

FITNESS CERTIFICATE BASICS:

Fitness certificates provide the employer a record of the testing ordered as well as a medical conclusion

about the medical fitness of the employee.

The medical fitness classifications are as follows:

A. Compatible with Job Requirements

B. Compatible with Job Requirements Requiring Certain Restrictions

C. Incompatible with Job Requirements: Pending Further Corrective Measures

D. Health Status is Not Compatible with the Occupational Requirements of the Job

E. Incomplete Test - Test could not be completed due to medical reasons or missing information.

ONLINE VIEW OF ABOVE CLASSIFICATIONS:

A. Fitness: Compatible

B. Fitness: Compatible with Restrictions

C. Fitness: Incompatible Pending Corrective Measures

D. Fitness: Incompatible

E. Incomplete Test

TESTING REPORTS:

If a physical exam was not ordered as a part of the tests ordered, you will receive a testing report.

TESTING REPORT CLASSIFICATION:

A. No Workplace Restrictions

B. Workplace Restrictions Required: ________________

C. Undetermined - Further Medical Testing Required

D. Unfit to Enter the Workplace at this Time

E. Completed - No classification provided, services simply completed.

F. Incomplete Test - Test could not be completed due to medical reasons or missing information.

ONLINE VIEW OF ABOVE CLASSIFICATIONS:

A. Report: No Restrictions

B. Report: Workplace Restriction(s) Required

C. Report: Further Medical Testing Required

D. Report: Unfit

E. Completed

F. Incomplete Test

FUNCTIONAL FITNESS EVALUATIONS (FFE) REPORTS:

When POET/FFE testing is completed as a stand-alone service, it will be reported upon receipt at

CannAmm.

Report: No Restrictions

Report: No Restrictions; Recommendations Provided

Report: Unfit

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FURTHER ACTION/TESTING REQUIRED, RESULT COMMENTS, ADDITIONAL INVESTIGATION:

When results indicate further action is required, CannAmm is able to facilitate any additional investigations

requested by our reviewing physician(this is cmpleted prior to reporting a result). Additional testing can be

provided through the privincial health care system (where available and if appropriate) or approved by the

employee where charges are applicable. When further action is noted as a requirement to determine fitness,

you should note this process can delay the final fitness report by a week or more from initial expectations.

Corrective measures noted in the comments section of the reports outlined above can in some cases be

solely up to the employee and/or employer to resolve; for example a requirement to wear corrective lenses.

Occasionally in the comment section, there will be a note stating "Health Advice Letter Sent" in the comment

section - this means we are informing the employee that they should follow up with their personal physician.

The employee is cleared to go to work based on the tests requested however we noticed something worth

mentioning to them as a health management and promotion opportunity. If we are unable to send the letter

to the employee, with consent, we will ask you to forward on the letter.

CANCELLATIONS and NO SHOWS:

Cancelled by Contact - A listed contact(DER) requested that the appointment be cancelled

Cancelled by Donor - Employee/Applicant requested that their appointment be cancelled. This may

also apply when an individual does arrive for their testing but then refuses to proceed.

No Show - Donor did not arrive for appointment

Cancelled - Testing was cancelled due to improper collection process or testing error

Our Occupational Health Department can be reached at (800) 440-0023 Option 5 should you have any

additional questions about Occupational Testing Results.

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BASIC SERVICES

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BASIC SERVICES WITH FUNCTIONAL FITNESS EVALUATION INCLUDED

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FUNCTIONAL FITNESS EVALUATION AS STAND-ALONE SERVICE

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SUMMARY REPORTS 1. Where can I access a summary of results over specific time frames?

a. You can access this online as well, under the "Reports" section.

INVOICES

1. Where do I get them?

a. Drug & Alcohol

Invoices are

available online:

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Example Drug & Alcohol Invoice

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Occupational health invoices are mailed directly as per our billing information on file: