Frequently Asked Questions

Teladoc Health Canada’s Telemedicine service provides you and your eligible dependents with 24/7 access to healthcare providers via phone or video. This service ensures you receive quality care when you most need it, at your convenience, whether at home or on the go. By scheduling a Telemedicine visit with a Canadian board-certified and licensed healthcare provider, you can get a diagnosis, treatment, and even a prescription if needed.

Teladoc Health Canada’s Telemedicine service can resolve a broad array of episodic healthcare issues, including sinus problems, allergies, flu symptoms, and much more. We address a wide range of nonemergency conditions including, but not limited to:

• Seasonal allergies

• Cold and Flu

• Fever

• Aches

• Neck Pain

• Rash

• Runny Nose

• Coughing

• Earache

• Sore throat

• Sinus infection

• Urinary tract infection

• Upset stomach

• Nausea

• And more

We aim to eliminate the need for long waits for a general practitioner or in the emergency room. We’re here to help you feel better faster and get back to living your life.

Teladoc Health’s Telemedicine service is made available to you by your employer group or insurer. To find out if you have access to Teladoc Health, please call us at 1-877-419-2378.

The service can be accessed by creating or logging into your Teladoc Health Canada account online, by phone, or on the Teladoc Health app, and visits are available by phone or video.

To set up your account, please first check that your employer group or insurer offers Teladoc Health’s services. From there, download the Teladoc Health app for iPhone or Android and click “Set Up Account.” Alternatively, you can also create your account by visiting TeladocHealth.ca.

There are no fees for using the Telemedicine service. It is offered for free through your employer group or insurer.

This varies depending on your specific health benefits plan through your employer group or insurer. Most plan designs allow you to use the Teladoc Health service for you, your spouse, and your dependents.

To schedule a visit, create or log in to your account at TeladocHealth.ca or on the Teladoc Health app for iPhone or Android, and click the “Request a Visit” button. We will gather a few details from you before confirming your visit. This includes your reason for the visit, preferred time of the visit (within an hour or scheduled), as well as your desired method of visit (phone or video). The appointment can be booked up to 48 hours in advance and between 7:00 AM - 9:00 PM EST.

Teladoc Health providers are Canadian board-certified and licensed medical healthcare providers, general practitioners, and nurse practitioners who specialize in internal medicine, pediatrics, emergency medicine, and family medicine and are licensed to practice in one or more provinces.

Yes, when medically appropriate, Teladoc Health’s healthcare providers can prescribe medications. After your visit, any applicable prescriptions will be faxed to your preferred pharmacy for you to pick up. You can set up your preferred pharmacy when booking your telemedicine visit or in your Teladoc Health account settings at any time.

Yes, you can use Teladoc Health when visiting the United States. To schedule a visit when in the U.S., call our local member services team, available 24/7 at 1-877-419-2378. You will be connected to one of our U.S. network-board-certified internists, family physicians, or pediatricians licensed to practice medicine in the U.S. If a Teladoc Health practitioner prescribes a medication while you’re visiting the United States, please consult your travel coverage provider prior to filling the prescription as coverage may differ or fees may apply.

No, using our telemedicine services will not result in you being de-rostered from your family doctor. Our services do not bill the provincial healthcare system (such as OHIP in Ontario), so there is no impact on your doctor-patient relationship or roster status.

A member advocate are nurses or social workers who perform the medical/clinical Intake and updates on your case.  They provide oversight during the various stages of the case progression, and at times deliver/explain the Expert Medical Opinion Report that is delivered to you at the end of your case.

The doctor, also known as telehealth or virtual care providers, are licensed medical professionals with 5 plus years of experience who offer healthcare services remotely, typically through electronic communication tools such as video calls, phone calls, or secure messaging platforms. These doctors can include physicians, specialists, nurse practitioners, and other healthcare professionals.

The experts include specialist physicians. They are chosen based on qualifications and experience. Telemedicine services are provided remotely, and they are often referred to by one of our Telemedicine physicians who need the case to go to an expert in the field of medicine.

Yes, your doctor can write you a prescription, referral, or doctors note based on the guidelines of your case.

If a specialist is required, Teladoc will book you an appointment at the end of your case is necessary

If you are eligible through your provider Benefit plan, Teladoc will help you find a specialty, family doctor or other medical professional, clinic through our Provider locator service.

Members need to sign a consent form before starting a telemedicine case to ensure they understand and agree to the terms of remote healthcare delivery. This form outlines important information such as privacy policies, potential risks, limitations of telemedicine, and the patient's rights. It helps establish clear communication between the patient and the telemedicine provider, ensuring informed decision-making and legal protection for both parties

If your doctor is upset about your request for records, communicate respectfully and explain the need for them, such as for continued care or to share information with another provider. Remind them of their obligation to provide records when requested.

Requesting records from your family doctor, even if infrequently seen, provides valuable medical history for comprehensive care and informed decision-making by healthcare providers.

The time it takes to collect your records can vary due to factors such as the availability of the records, the processes involved in obtaining them from various sources, and any administrative or legal requirements that need to be met.

To speed up your medical records collection, utilize the Ambra system for direct requests from providers on the platform. Ensure accuracy in your information, promptly follow up with providers, and communicate any urgency or deadlines

Your doctor typically won't be notified if you seek a second opinion unless you specifically inform them or if you request that your medical records be transferred to the second opinion provider. Your medical information is protected by privacy laws, which restricts the sharing of your medical information without your consent.

The **Expert Medical Opinion** is an in-depth second opinion delivered by leading experts. It is independent, with no physician self-referrals, and it is delivered in written form, allowing members to review at their leisure. The process is led by a physician or a nurse and is a proven way to help patients and families get unstuck, understand their medical situation, and make better informed medical treatment decisions.

With our Medical Records eSummary service, Teladoc Health collects up to 3 years of medical history and sends it to members in a convenient, secure digital file. A physician will also review their records and provide them with a Health Alert Summary. This is a confidential report that tells members about any potential health concerns.

A Clinical summary is a chronological timeline of medical history and relevant data written by our internal physician to present to the expert. The Clinical Summary (CS) consists of a Case Overview, History of Present Illness, Review of systems and symptoms, past medical & surgical history, medications, allergies, family and social history and relevant data from the members medical records.

Mental Health Care and Counseling offers virtual counseling from therapists. From the Teladoc Health app, you can easily choose a therapist who fits your needs and schedule visits 7 days a week. Your visit can take place from wherever you're most comfortable, so long as you have an active internet or phone connection. If you need immediate assistance, please use our 24/7 Crisis Support or dial 911.

Al Mental Health Care and Counseling visits are scheduled. Teladoc Health does not support an ondemand option at this time.

Our first-time Mental Health Care and Counseling visits average 45 minutes. Therapy visits vary in length based on the patient need.

Mental Health Care and Counseling services are available for dependents 16 years of age or older through your EFAP program. Eligible dependents under 18 must be added to your Teladoc Health account and will require parental or guardian consent to set up their account to request therapy sessions.

The minimum age for counseling is 16 years of age. In situations where a child under 16 years could benefit from counseling, we can offer parental counseling/coaching so that the parent is better equipped to support his or her child.

Consent for therapy sessions with a minor will be completed using your member account as the parent/guardian. You will sign the consent form on behalf of the minor dependent to take part in therapy sessions. You will start the visit at the time of their appointment. The Teladoc Health provider will complete a Patient Verification, after which you or the parent/guardian will leave the room to allow the dependent to complete their session.

After completing a quick intake assessment, you will have a conversation with the Mental Health Care and Counseling professional just as if you were in person.

Yes. You can choose to see the same therapist or a different one. It’s your choice.

Confidentiality is very important to Teladoc Health and we follow the same strict security protocols as we do for our other services. Al records are kept in a secure environment. If you would like, your Teladoc Health provider will send documentation of your treatment to your primary care provider for your medical records. You can make this request in writing or by phone to your Teladoc Health provider; however, you must provide written approval to the Teladoc Health provider to release your records.

For telephone visits, you will need a telephone. For video visits, you can use a smartphone with an inbuilt camera, the inbuilt camera in your laptop, or an external web camera.

Our therapist profiles display information about each therapist, including gender, language and specialty. This information will display when making your therapist selection online or on the Teladoc Health app.

At the end of the visit, the provider will schedule a follow-up if the therapist deems it necessary. At this time, only the next visit can be scheduled. You can also initiate the follow-up visit with the therapist by selecting the "Request A Visit" option in your member account.

Teladoc Health does display a provider’s languages on the profile screen when making your selection. Counseling is available in English and French. For other languages, an interpreter will be provided by request.

To make sure our therapists have the best information possible to assist you, we do require a short intake with specific questions about your mental health status.

This program is not intended to be used for emergency situations. Visit requests require an advance scheduling notification.

If you feel you are in immediate danger of self-harm, this is considered an emergency. You should immediately dial 911 for assistance.

Yes, you can select a therapist based on their specialty when scheduling your appointment through the Teladoc Health app or website. The counseling sessions provided through the Employee and Family Assistance Program (EFAP) focus on addressing short-term needs. These immediate or time-limited issues may include coping with stress, managing relationship conflicts, dealing with anxiety or depression, and other challenges. The goal is to provide practical support and coping strategies during difficult times.

If you need to reschedule, you can do so through the Teladoc Health app or by calling our support line. Please ensure you reschedule at least 24 hours before your appointment.

Get the expert guidance you need with the Mental Health Navigator program. If you have a mental health condition and need an expert opinion on your diagnosis and treatment, we're here to help. Your personal navigator and a team of expert mental health professionals, including Canadian psychiatrists and psychologists, will assess your diagnosis and recommend the best treatment plan for you.

The Mental Health Navigator is designed to help you on your path back to wellness. Common reasons to use Mental Health Navigator include:

• You may be struggling with anxiety, stress, depression, problems sleeping, or other mental health challenges.

• You are unsure about your current diagnosis provided by your treating doctor.

• You are following your treatment plan, taking your medication as recommended, but are not seeing any improvements.

• You need help understanding your mental health condition.

• You need help identifying a mental health provider in your community.

• You have a question about your condition but don’t know where to turn.

The Mental Health Navigator is designed to help you on your path back to wellness. Common reasons to use Mental Health Navigator include:

1. To begin, you can call or initiate this service on the app or online. You will be prompted to answer a series of simple questions to help us understand your needs and goals. A Mental Health Navigator will contact you by phone or email to guide you through the process, at your chosen time of convenience.

2. The clinical team will conduct an intake and gather your medical records (with signed consent). A clinical summary, following al the relevant records, will be provided to our expert.

3. A mental health expert clinician reviews your case and provides recommendations in a comprehensive report and action plan for you to follow.

4. The Mental Health Navigator connects you to the best resources based on your customized action plan to continue your journey.

The Mental Health Navigator supports you throughout the entire process, and helps you meet the needs of your action plan. After you have gone through our program and received your comprehensive report with our findings, the navigator will work with you to find providers with backgrounds such as occupational therapy or clinical social work or resources in your community, as well as connect you to benefits provided by your employer.

Teladoc Health shares its expert’s findings with you first—and only with you. We suggest sharing the report or setting up a call with your treating clinician if there is a significant change in diagnosis. The goal is to provide useful information so that you and your provider can make well-informed decisions together regarding treatment.

Teladoc Health is 100% confidential. We do not tell your employer about your call or its contents. The Mental Health Navigator report is shared with your treating physician(s) only with your consent and we will not share your information with your employer.

Teladoc Health leverages our expert physicians and key clinical partners to build an exceptional and exclusive network of providers. Our program was designed with psychiatrists, psychologists, and representatives to provide a collaborative care model to lead you down the path to improved mental health.

myStrength is a multi-condition digital mental health offering that addresses a full spectrum of mental health needs, which might range from depression to stress and relationship support.

myStrength’s evidence-based resources address key focus areas:

• Depression

• Anxiety

• Stress

• Sleep and insomnia

• Balancing emotions

• Mindfulness and meditation

• Chronic pain

• Substance use disorders

• Drug, opioid and alcohol recovery

• Nicotine

• Trauma and PTSD

• Lifestyle (Pregnancy, parenting, relationships and more)

• Focused support for 2SLGBTQIA+ people

Give it a try! myStrength offers a broad range of programs that suit the needs of those just curious about improving their mental health, to more detailed support for people who feel they would benefit from greater support. With many different programs offered on topics that range from insomnia to depression, myStrength can help teach learnable skills to better manage your mental health.

• Interactive, self-paced learning activities and walkthroughs

• In-the-moment tools for coping

• Guided meditation exercises

There is no cost to you to use myStrength.

myStrength can be accessed through the Teladoc Health app or website. Once signed in, you’ll be asked to fill out a number of questions so that we can tailor recommendations specific to you and your needs. From there, you’ll be able to begin programs and their associated activities at your own pace, however slowly or quickly you’d like to go!

Yes, myStrength has tools to track your progress and help you monitor your improvement over time. Be sure to complete the initial assessment each time you are prompted when logging into myStrength account for more accurate progress tracking.

With the Employee & Family Assistance Program, you and your eligible dependents have access to the following services:

• Mental Health Care and Counselling: Access confidential counseling services for you and your family members via phone or video. No matter what you're going through, help is just a call away.

• myStrength: Digital Wellbeing: Access self-guided wellness and mental health programs that cover the entire spectrum of care, from stress to emotional wellbeing, anxiety, and depression. myStrength allows you to move at your own pace.

• Mental Health Navigator: Get support in navigating the healthcare system or assistance in reviewing an existing diagnosis or treatment plan that may not be working or improving your condition.

• 24/7 Crisis Support: Access immediate support and guidance during challenging situations. When crisis strikes, you don't have to face it alone. We're here for you every step of the way.

• Legal, Financial, and Life Services: Access confidential legal, financial, and life management support personalized to your specific needs and concerns. Your program is designed to support you on this journey with everyday life resources tailored to your needs.

24/7 Crisis Support offers on-the-spot emotional support and solution-oriented counseling in times of need. Initiate this service to speak with a Master’s level counselor trained in de-escalation in any moment of crisis.

Access 24/7 Crisis Support via the Teladoc Health app or by logging in online at TeladocHealth.ca. Select “Get Help Now” to launch a phone call that will connect you with a clinical professional.

You will be asked a series of clinical assessment questions by a qualified clinical professional to ensure they understand the current situation and cause for emergency. They will then provide in-the-moment emotional support and solution-focused counseling.

You will speak with Master's level counselors who are trained in crisis intervention and de-escalation.

A specialist will inform you about additional support services available through your Employee & Family Assistance Program according to your ongoing needs. These services may include Mental Health Care and Counseling to access scheduled virtual therapy with a therapist, or myStrength: Digital Wellbeing to access self-guided mental health and wellbeing tools on your own terms.

Yes, we can provide crisis support in multiple languages. If a counselor is not immediately available in your preferred language, an interpreter will be provided.

Legal, Financial, and Life Services offer navigation to a wide array of resources and support to help you with everyday life. Whether you are facing a legal challenge, seeking financial stability, or looking to enhance your overall well-being, Legal, Financial, and Life Services can offer you the guidance and support you need to thrive.

• Financial Support: Get financial support for various issues to manage your finances, including budgeting, financial planning, debt management, tax advice, retirement planning, and more.

• Legal Support: Get legal support to help simplify legal issues for a wide range of issues, including property law, family law, immigration law, consumer disputes, and more.

• Life Services: Receive local referrals and resources for fitness and nutrition, finding child and elder care, care for individuals with special needs or disabilities, home maintenance, home moving and relocation, travel, and more.

A wellbeing solutions specialist will ask you a series of questions to better understand the legal, financial, or life situation that you would like to address. The specialist will then provide various windows of availability for a provider to call you back and perform your consultation with a a recommended independent provider.

Within four business days of your initial call, you will receive a 30-minute phone consultation from a recommended independent provider. This provider will provide non-advisory and unbiased information on a wide range or legal or financial topics.

Within three business days of your initial call, the specialist will provide the contact information for 3-5 local and confirmed providers that match your requested criteria. You will then be able to connect with the suggested providers at your own convenience.

Our financial support services do not include tax filing. We can refer you to an independent provider who can provide guidance and resources for tax filing and management.

Our legal support services can navigate you to assistance for a wide range of issues, including family law, immigration law, consumer rights, and more.

Yes, the initial consultation with financial experts through our service is free. Additional services or extended support may have associated costs.

Yes, our Life Services can provide navigation to resources for relocation, including finding housing, moving services, and more.

Once you register for Patient Connect NL, you will automatically be put on the eligibility list for Virtual Primary Care. If you are already registered for Patient Connect NL, you are already on the eligibility list. If you are eligible, you will be notified by email or by letter once you are able to access Virtual Primary Care.

You will be notified by email or by letter once you are able to access Virtual Primary Care. The email or letter will include detailed instructions on how to register and log in.

Access to Virtual Primary Care will be rolled out in phases, equitably across the different zones, starting with residents who have been signed up on the Patient Connect NL list the longest. Everyone who is without a family doctor or nurse practitioner and signed up on the Patient Connect NL list will get access in the coming months.

No. If you use Virtual Primary Care, you will still maintain your place on the waiting list to get a family doctor. Once you have an in-person family doctor/primary care provider, you will stop being eligible for Virtual Primary Care.

Most physician and in-hospital services. Home care, palliative care, long-term care. Addiction services, mental health services, drug programs. Primary care services (dental public health services for children, chronic disease prevention and management, public health nursing, etc.)

Monday to Friday, 8 a.m. to 8 p.m. NST (Newfoundland Standard Time) or 6:30a.m. to 6:30 p.m. EST (Eastern Standard Time), excluding NL statutory holidays

Virtual ER doctors will work closely with on-site emergency room nurses and other clinicians using technology that recreates an in-person patient/doctor experience. Via a Teladoc Health remote device, patients are able to have a conversation with the virtual ER doctor, and if a physical examination is needed, the doctor will collaborate with the on-site nurse or clinician to conduct assessments. Together, the virtual ER doctor and on-site team will determine a diagnosis and necessary treatment and follow-up with other local experts if further treatment is required.

The Teladoc Health remote devices used include a high-definition camera to conduct examinations, and a four-speaker audio system for clear dialogue and the ability to listen to sounds from the heart, lungs, or other organs through a stethoscope. Through the device platform, medical records or images can be uploaded by the on-site nurse or other clinician for virtual physicians to review.

No. A Virtual ER will be available at select sites. If you are experiencing a medical emergency, please go to your nearest ER.

Many visits to the ER are urgent, but not life-threatening, such as a sprained wrist, urinary tract infection, cuts and bruises, or an ear infection, which can be assessed virtually, in collaboration with an on-site nurse or other clinician.

In the few cases where a medical doctor is required for in-person treatment, patients will be transferred to a full-service hospital, just as they are today.