Frequently Asked Questions

Teladoc offers convenient, 24/7 access to quality healthcare when and where you most need it. By scheduling a visit with a Canadian board-certified and licensed medical doctor, you can be diagnosed, treated, and prescribed medication if necessary.

Teladoc can resolve a broad array of episodic healthcare issues, including sinus problems, allergies, flu symptoms, and much 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 you back to living your life.

Teladoc is made available to you by your employer group or insurer. To find out if you have access to Teladoc, please call us at 1-888-983-5236

To set up your account, please first check that your employer group or insurer offers Teladoc’s services. From there, download the Teladoc app on your mobile device and click “Set Up Account.”

The service can be accessed by phone or the Teladoc app, and visits are available by either phone or video.

Note: If you are located in Quebec, consults can only be conducted via video conference, not phone.

There are no visit fees when using Teladoc as long as it is included in your plan with your employer or insurer.

To schedule a visit, log in to your account on the Teladoc mobile app and click the “Request a Visit” button. We will gather a few details from you before confirming your visit. This includes your reason for visit, preferred time of the visit (within an hour or scheduled), as well as your desired method of visit (phone or video).

Note: If located in Quebec, your visit method will automatically be video. The appointment can be booked up to 48 hours in advance and between 7:00 a.m.-9:00 p.m.

Teladoc physicians are Canadian and licensed medical doctors in internal medicine, pediatrics, emergency care, and family medicine. They are licensed to practice in one or more provinces.

Yes, when medically appropriate, doctors can prescribe medications.

We aim to make your experience with us as seamless as possible. If you have any further questions or encounter an issue, please visit our website at Teladochealth.ca or call our member services team at 1-888-983-5236.

• To join a video visit, login to your account on Teladochealth.ca or the Teladoc mobile app and click Join Waiting Room. Please note that you cannot join a video visit through FaceTime or Skype.
• If you have requested an as soon as possible visit, please enter the Waiting Room as soon as you have requested your video visit. The provider will meet you in the Waiting Room when they become available.
• If you have requested a scheduled visit, please enter the Waiting Room at the day and time you have requested. You will receive a reminder by email or text 10 minutes prior to your scheduled visit time.

When requesting a visit, you have the option to receive text and email notifications, as well as push notifications when using the Teladoc app. Notifications vary based on the service and device being used.

You will always receive notification when:

• Your visit request is confirmed
• The provider is reviewing your medical history (the provider generally reviews your medical history 5-10 minutes prior to the start of your visit)
• The provider is ready to see you

Note: Please remember to enable push notifications on your mobile device in order to receive the notifications above from the Teladoc app.

Once you schedule a video visit, you will be asked to test your audio and video quality. This page runs simple tests on both your audio and video quality. If both are functioning properly, your computer has passed the test and you can proceed with video visits.

Please note: This test is not required when joining from a mobile device.

If your computer passes these simple tests on video and sound quality, your microphone and camera are working properly and you can proceed with video visits.

Either download the Teladoc mobile app or call 1-888-983-5236 and someone from our care team will help you get connected. The app provides a seamless experience and doesn’t need an audio or video test. It’s the easiest way to connect to a doctor.

No, you do not have to leave your app open. However, please keep your phone near you so that the visit can begin right when the provider arrives. You will receive a text or email notification indicating the visit is about to start.

• If you have requested a scheduled visit, please enter the Waiting Room at the day and time you have requested.
• If you are not in the waiting room when the provider arrives, they will wait a few minutes before helping the next patient. If you miss the provider, please stay in the waiting room and we will attempt to connect you with the next available provider.

• You will be given an estimated wait time when you request your video visit by web or on our mobile app.
• If you have received a notification that the doctor is ready to see you, you should go to the video visit Waiting Room as soon as possible.
• If you are not in the waiting room when the provider arrives, they will wait a few minutes before helping the next patient. If you miss the provider, please stay in the waiting room and we will attempt to connect you with the next available provider.

Note: The Waiting Room can be accessed from Teladochealth.ca or the Teladoc mobile app homepage.

We aim to make your experience with us as seamless as possible. If you have any further questions or encounter an issue, please call our 24/7 Member Services team at 1-888-983-5236.

Expert Medical Opinion and Telemedicine are 24/7 365

Newfoundland Personal Health Care 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

312 Adelaide St W, Suite 200, Toronto, ON M5V 1R2

It's a telephone system that automatically routes incoming calls to the most appropriate agent or department based on predefined criteria such as caller input, agent availability, or specific routing rules. These are commonly used in call centers to efficiently manage large volumes of incoming calls and ensure that callers are connected to the right person or department to handle their inquiries or requests.

You can contact Teladoc Health Canada by calling 1-877-419-2378, Mon – Fri, 8am – 8pm EST to initiate a case, 24/7 365

Newfoundland Virtual Care - 1-877-278-7417

Newfoundland Emergency Dept - 1-877-278-7455

Navigate to www.teladochealth.ca and scroll down to the bottom of the website under the Resources and click on Notices of Privacy Practices

Please follow the instruction on to access your secure message.

Follow the steps for password resets:

• Select the option to initiate the password recovery process from the login page.
• Upon selecting the "Forgot Password" option, users are prompted to enter their registered email address/phone number and username.
• System should verify the email/phone number and username. Once verified an OTP is generated and sent to the registered contact information via email or SMS.
• System should display an error if the username and/or email/phone number provided by the user does not match an active user record.
• You will receive the OTP and are prompted to enter it into the provided field within a specified time frame.
• If the OTP matches the generated code, users proceed to the next step. Otherwise, they are notified of an invalid code and given the option to request a new OTP.
• Upon successful OTP verification, are directed to a password reset page.
• Users can enter a new password and confirm it for security purposes.

If unsuccessful, contact Teladoc Health Canada Contact Center at 1-877-419-2378 for assistance

Telemedicine offers convenient access to quality healthcare when and where you most need it. Teladoc Health can resolve a broad array of episodic healthcare issues, eliminating the need for long waits for a general practitioner, urgent care clinic or emergency room.

Generally, the plan member (you), spouse and dependent children are eligible to access the service. Parents and in-laws may be added as well, depending on the plan member's coverage.

You can access the service when travelling in the United States. You can log in via web, the Teladoc Canada app, or by calling 1 800 835-2362. You will need to provide your information again, even if you have already registered and completed this information in Canada.

Teladoc employs a rigorous credentialing process, proprietary clinical guidelines and ongoing quality assurance efforts informed by medical advisers with oversight from our Clinical Quality Executive committee. We apply an extensive Quality Assurance audit process against our proprietary clinical practice guidelines.

Yes, physicians can prescribe medications when medically appropriate.

The specific age for minors to sign consent forms may vary across provinces, please refer to the province chart for more information. In Canada, the age of majority is determined by provincial and territorial legislation, rather than federal law. Each province and territory have its own legislation that sets out the age at which an individual is considered to have reached the age of majority and is therefore legally recognized as an adult.

• AB, MB, ON, PE, QC, SK: 18
• BC, NB, NL, NS, NT, NU, YT: 19

Unfortunately, at times due to an increased demand from our members across the country. There have been many people seeking medical attention at the same time.

A Telemedicine consultation can only be cancelled by the member or a physician. The request should be confirmed verbally or in writing by a member. at 1-877-419-2378 for assistance or fax your request to 855-250-5841

At times a member may experience the following issues during their consult with the physician. Poor internet connection.

1. Technical issues with the video call service.
2. Device compatibility problems.
3. User preference to switch to a phone call.
4. Battery or resource limitations.
5. URL browser issues - Firefox, Internet Explorer and Microsoft Edge browsers are not currently supported.

Here are some of the reasons why your prescriptions could not be filled:

1. Lack of authorization.
2. Controlled substances not prescribed
3. Medications not approved by Health Canada  
4. Experimental or investigational medications or regimens 
5. Refills of medications that require further evaluation before they can be safely prescribed. 
6. Incomplete or incorrect information.
7. Drug availability.
8. Insurance issues.
9. Safety concerns.
10. Legal restrictions.
11. Expired prescription

Medication refills differ from a medication renewal which is a new prescription order for a current, established medication for which the patient does not have eligible refills or a current valid prescription. The term "refill" is often used to describe a prescription renewal, but there is an important distinction, which we draw attention to here because policy allowance and expectations differ for prescription renewals and prescription refills. Prescription Refills Refills are not allowed for any prescription issued in the General Medical or Licensed Platform programs.

• Example: Benzonatate 100 mg TID prn for cough, Quantity: 15 capsules, Refill: 0 Prescription Renewals Renewals are allowed, as appropriate, and are at the prescribers' discretion based on history and clinical presentation.
• Example: Patient reports they have been taking “xyz” medication for the last 10 years.

Diagnostic imaging is only available for the Province of Newfoundland and Labrador at this present time.

No, you can cancel at no cost and up to 1 hour prior to your visit

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.

Thousands of people use our Mental Health service for a variety of reasons, and most people report feeling better after their third visit. You may particularly benefit:

• If you face anxiety or stress of any kind
• If you have obsessive, intrusive or negative thoughts
• If you're depressed or struggling to find joy in life
• If you're struggling to get past traumatic events
• If you're trying to understand your identity and purpose
• If you're going through a breakup, divorce or other relationship issue
• If you simply just need to speak to a trusted expert

We have various programs to meet your needs.

• If you are looking for a digital program, which you can complete at your own pace, myStrength offers self-guided digital programs, videos and a coach. Create your account to view the services available to you.
• If you are facing depression, anxiety, or a related condition and feel like your current treatment plan isn’t working or your condition isn’t improving, Mental Health Navigator, which is a confidential and personalized service that draws on a team of clinicians. The service aims to efficiently help determine an appropriate diagnosis and treatment for you, while allowing you to receive care on your terms.
• We offer evidence-based therapy and counseling provided by our licensed therapists and psychologists. You can schedule appointments at a time most convenient for you and connect with your therapist or psychologist securely by video or phone.
• If you are looking for talk therapy and counseling, please schedule a visit with a therapist via our Mental Health Care service.

Once you register, you will be able to scroll through a list of providers and their profiles. Each profile will display information about the provider, including gender, language and specialty, so you can be sure you are selecting a clinician who best meets your needs. When you schedule a visit, we will ask you questions about your personal preferences and needs.

a. Visit https://www.teladochealth.ca/register to register and get started or https://www.teladochealth.ca/login to log in.

b. Select "Mental Health"

c. Select "Mental Health Care"

d. Select a therapist and pick your preferred dates and times for a visit.

Please note: Pricing and services vary depending on employer and insurer. Create your account to view your available Teladoc Health benefits.

At this time, our mental health services are available for members and their dependents 18 and above.  Resources for pediatric mental health resources in your area are available through the Mental Health Navigator program.

We are unable to support members with a clinical assessment for those who are looking for assistance for pediatric, ADHD, autism, suicidal ideation, psychosis, or dementia cases.

With Mental Health Navigator, we do not provide prescriptions, Mental Health Act reviews, complete return to work documentation, medicolegal reports or psychoeducational assessments.  We will, however, provide guidance on where to find these resources.

Each therapy session is 50 mins in duration.

Mental Health services are available to members and their dependents aged 18 and older.

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.