Appointments with the TELUS Health MyCare™ app

When you book an appointment in the app, you have the option to choose a specific healthcare provider. You can choose to book with the next available providers or with a provider you have seen before. You're also able to select the gender of the healthcare provider you would like to see.

At this time, all of our consultations are conducted virtually via video on the app. Your TELUS Health MyCare doctor will advise if an in-person appointment is required and help direct you as appropriate.

When you book your appointment, you can choose to have your consultation notes sent to your regular family doctor by selecting the option on the screen. If you consent to sending your notes to your family doctor, you will be prompted to add their details if you haven’t added them previously.

After your appointment, we will send your notes to your family doctor who can attach them to your patient file.

Your consultation notes are accessible in-app in the tab. To read them, tap the appointment to see the appointment details, then select .

Follow the steps below to book an appointment (this must be done via the app on your mobile device):

Virtual consultations are a convenient way to discuss your health concerns with a fully-licensed general physician over video through your mobile device. Booking and attending your appointment is all done through the TELUS Health MyCare app.

You can book an appointment through the TELUS Health MyCare app in just a few minutes. Based on the time and date you choose, you will be matched with an available doctor. Where available, doctor consultations are covered under your provincial health insurance by entering your valid provincial health card number.

Have your video consultation privately in the comfort of your home or at your workplace, without having to take time off. If you are a resident in a

province with access to doctor consultations

, you can still access our doctors when travelling within Canada. All of our doctors are experienced clinical professionals, who are licensed and registered to practice family medicine in their relevant province(s).

After your consultation, the doctor may provide you with follow-up care recommendations, including a prescription, a specialist referral or lab and imaging tests. Our dedicated Support team will be there to assist you with each step, whether it is finding a convenient lab location or booking follow-up appointments.

You will always receive a copy of your consultation notes describing what you and the doctor discussed, including symptoms, diagnoses and any treatment options. With your permission, we can help send a copy of your consultation notes and any tests to your regular family doctor, so that they can continue to follow-up on your care.

Depending on the time of the day that you book and the service you are booking, you can usually get an appointment within 24hrs of your request. You can also choose to book for a future time and date that is convenient for you.

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If the appointment is for your child under 16, both you and your child must be present.

Video consultations are available for residents of British Columbia, Alberta and Ontario, and for employees covered under BusinessPlus.

Due to varying rules and regulations, virtual appointments must take place while you are in Canada.

For information on pricing, see this

FAQ

.

All appointments booked through the app will be automatically scheduled in English. We offer appointments with doctors who speak other languages such as Cantonese, French, Persian (Farsi), Punjabi and more. Call our Support Team at 1-855-577-8838. They will be able to assist you in booking an appointment if we have a physician that speaks your preferred language.

There is limited availability and wait times may be longer for an in-language appointment. Language availability is subject to change without notice. All consultation notes and medical documents will be in English.

Our doctors will take their time to resolve your health concerns during your appointment and may adapt the duration when deemed necessary. In situations where the concern is more complex or includes multiple medical issues, the doctor may advise you that more time is required through a follow-up appointment.

Our hours of operation are:

Weekdays: 9am to 10pm MST Weekends: 9am to 7pm MST

Weekdays: 8am to 10pm PST Weekends: 8am to 6pm PST

Weekdays: 8am to 10pm EST Weekends: 8am to 6pm EST

We currently only offer doctor consultations in Alberta, British Columbia and Ontario.

You do not need to pay a direct cost for your doctor appointment if you are covered under your provincial health insurance plan (MSP, AHCIP, OHIP).

You will be required to pay $70 per doctor consultation if you are not covered under your provincial health insurance (MSP, AHCIP, OHIP). We accept Visa and MasterCard debit or credit cards and American Express credit cards through the app.

If you reside in Alberta, British Columbia or Ontario and have health insurance from a different province, or if you are currently waiting for your provincial health insurance application, then you will be required to pay $70 per doctor appointment until you receive your new provincial health card number.

Check-in requires you to confirm some personal details (such as your date of birth) in the app in the 10 minutes before your appointment. This is to verify your identity. It will also allow your clinician to know that you are ready for your appointment.

As long as you are logged in to the app, the video call will still go through if you have not checked in. However, your clinician will need to spend some time asking you a few questions to verify your identity at the beginning of your appointment.

If you are getting an error message or are having an issue while checking in, please be reassured that the clinician will still call you. When the appointment starts, please confirm with the clinician that all your personal details are accurate (date of birth, email address, phone number, etc) so you don’t encounter any issue the next time you try to check in.

Please note that if you are having an appointment with a dependent (person under 16), you must enter your details and not theirs during check-in.

If you have a primary care provider, they are your best resource for providing you with your primary care needs. TELUS Health MyCare clinicians are a valuable option when your primary care provider is not available. Our clinicians can order prescriptions, labs and imaging. Due to the potential complexity of specialist referrals, which sometimes requires a prior in-person assessment, your primary care provider is the best person to arrange a specialist referral. If you do not have a primary care provider and are using TELUS Health MyCare for all your healthcare needs, a clinician in the app may be able to also assist with your specialist referral. If you are attached at one of our clinics, your primary care provider will provide you with any necessary referrals, but may require you to be seen in person first.