Alberta Health Services (AHS) is committed to reducing surgical wait times for Albertans through the Alberta Surgical Initiative (ASI), a plan that strives to ensure that all Albertans will receive their scheduled surgeries within clinically-appropriate wait times. In an effort to update data on surgical wait times for Albertans, and support surgical waitlist management strategies across the province, AHS is expanding a waitlist validation and surgical confirmation project initially piloted in Edmonton Zone.
As part of this process, patients listed on surgical waitlists will receive a phone call or voicemail from the AHS surgery waitlist management team. Patients will be asked to confirm AHS has contacted the correct person. To confirm wait list status, the surgical waitlist management team will ask for the patient’s provincial personal health number and birthdate to confirm their identity.
The script used in each zone differs. If you heard the exact script for your zone (shown below) – please do not worry. This is a real call and not a scam.
North Zone | Edmonton Zone | Central Zone | Calgary Zone | South Zone
You may have gotten an automated phone call, in-person phone call, or voicemail about status on a waitlist from Alberta Health Services (AHS) phone number 1.866.803.8080. If you heard this exact script (shown below) – please do not worry. This is a real call and not a scam.
Script if you answered the phone (automated):
“Hello, this is the Alberta Health Services, Surgery Wait List Management Team, automated call out service. We are in the process of confirming the wait list status for [patient first name]. To confirm that we have reached the right number, press 1. If this is a wrong number, press 7.”
Script if you answered the phone (in-person):
“I am calling on behalf of Alberta Health Services. We are calling to confirm your status on the surgical waitlist. To ensure we are speaking to correct person I need to ask you if you could please spell your last name for me and confirm your date of birth before we proceed.”
Script if a voicemail was left:
"Hello, this is the Alberta Health Services, Surgery Wait List Management Team, automated call out service. We are in the process of confirming the wait list status for [patient first name]. For more information about this service, please visit us at ahs.ca/waitlist."
We need to talk to you about your status on a waitlist. If we were not able to reach you or left a voicemail, we will call you back within seven days. We will ask for your birth date to confirm your identity.
Note: If you hang up or do not call the number back, you will not lose your position on the waitlist and the Surgery Waitlist Management Team will call and speak with you about your waitlist status.
You may have gotten an automated phone call or voicemail from Alberta Health Services (AHS) about status on a waitlist and have been asked to call us back. If you heard this exact script (shown below) – please do not worry. This is a real call and not a scam.
Script if you answered the phone:
“Hello, this is the Alberta Health Services, Surgery Wait List Management Team, automated call out service. We are in the process of confirming the wait list status for [patient first name]. To confirm that we have reached the right number, press 1. If this is a wrong number, press 7.”
Script if you answered the phone and confirmed your first name:
“Thank you. For more information regarding this call, please visit our website at AHS.ca/waitlist. We ask that this person, their legal guardian, or their agent, contact the message center for AHS surgery wait list management. The number is, 1-888-592-2060. When you call, please have the provincial personal health number available for [patient first name]. To end this call, hang up or press 8. To repeat this message, press 9.”
Script if a voicemail was left:
“Hello, this is the Alberta Health Services, Surgery Wait List Management Team, automated call out service. We are in the process of confirming the wait list status for [patient first name]. For more information about this service, please visit us at AHS.ca/waitlist. To update your records please call 1-888-592-2060.”
We need to talk to you about your status on a waitlist. Please phone: 1-888-592-2060 as soon as possible. We will ask for your provincial personal health number (PHN) and birth date to confirm your identity, so please have them ready when you call us back.
Note: If you hang up or do not call the number back, you will not lose your position on the waitlist and the Surgery Waitlist Management Team will call and speak with you about your waitlist status. However, we encourage you to call 1-888-592-2060 to confirm your status.
You may have received a phone call or voicemail from a member of the Alberta Health Services’ Surgery Waitlist Management team about status on a waitlist. If you heard this script (shown below) – please do not worry. This is a real call and not a scam.
Script if you answered the phone:
“Hi, this is _____ from the Alberta Health Services Surgery Wait List Management Team. We are in the process of confirming the wait list status for [patient first name]. To confirm your identity, we have a few questions we need to ask.
If you provide the correct information:
The caller will state your surgeon’s name and the procedure you are currently scheduled for, then confirm you would like to remain on the wait list.
Script if a voicemail was left:
Hello, this is the Alberta Health Services’ Surgery Wait List Management Team. We are in the process of confirming the wait list status for [patient first name]. For more information about this service, please visit us at ahs.ca/waitlist. To update your records, please call 1-825-221-2131. It is important to note that your surgery/procedure is anticipated to proceed as planned; this call is only to confirm that you’d like to remain on the waitlist, not to provide a surgical date.
Please note: You will NOT see your position on the waitlist affected, if you do not return this call.
We need to talk to you to confirm your status on a waitlist. As soon as possible, please phone 1-825-221-2131. We will ask for your provincial personal health number (PHN) and birth date to confirm your identity, so please have them ready when you call us back.
Note: If you hang up or do not call the number back, you will not lose your position on the waitlist and the Surgery Waitlist Management Team will call and speak with you about your waitlist status. However, we encourage you to call 1-825-221-2131 to confirm your status.
You may have received a voicemail from Alberta Health Services (AHS) about status on a waitlist and have been asked to call us back. This is a real call and not a scam.
Script if a voicemail was left:
Hi, this is Alberta Health Services waitlist management team. This message is for < first name, last name>.The purpose of this call is to confirm you are waiting for surgery. Please return the call to the phone number provided in the message
Please call the number provided in the voicemail. We will ask for your provincial personal health number (PHN) and birth date to confirm your identity, so please have them ready when you call us back.
Note: If you hang up or do not call the number back, you will not lose your position on the waitlist and the Surgery Waitlist Management Team will call and speak with you about your waitlist status. However, we encourage you to return the call to confirm your status.
You may have received a phone call or voicemail from a member of the Alberta Health Services’ Surgery Waitlist Management team about status on a waitlist. If you heard this script (shown below) – please do not worry. This is a real call and not a scam.
Script if you answered the phone:
“Hi, this is [team member’s name] with Alberta Health Services’ Surgery Wait List Management team. We are in the process of confirming the wait list status for [patient name].
To confirm your identify, we have a few questions to ask.
If you provide the correct information:
The caller will state your surgeon’s name and the procedure you are currently scheduled for, then confirm you would like to remain on the wait list.
If you have questions or concerns about your scheduled surgery and/or the current COVID-19 situation, you will be encouraged to call 1-855-882-0334 or reach out to Patient Relations at 1-855-550-2555.
Script if a voicemail was left:
“Hello, this is the Alberta Health Services’ Surgery Wait List Management Team. We are in the process of confirming the wait list status for [patient first name]. For more information about this service, please visit us at AHS.ca/waitlist. To update your records please call 1-855-882-0334.
We need to talk to you about your status on a waitlist. As soon as possible, please phone 1-855-882-0334. We will ask for your provincial personal health number (PHN) and birth date to confirm your identity, so please have them ready when you call us back.
Note: If you hang up or do not call the number back, you will not lose your position on the waitlist and the Surgery Waitlist Management Team will call and speak with you about your waitlist status. However, to confirm your status, we encourage you to call 1-855-882-0334.
Alberta Health Services will never ask for your financial information or for any personal information other than your name, provincial PHN, or birth date during these automated calls.
If the phone call or voicemail you received does not have the same script or asks for additional information (like your Social Insurance Number (SIN)), DO NOT call the number. Someone may be pretending to be Alberta Health Services to collect your personal information and scam you.
