TELUS Health MyCareᵀᴹ prescriptions
Answers to common questions regarding prescriptions.
How do TELUS Health MyCare prescriptions work?
What medications can be prescribed by our doctors?
Our doctors can issue prescriptions for most drugs when medically appropriate. However, our doctors may be unable to prescribe medications that require an in-person assessment by a physician who has an established relationship with you. This includes, but is not limited to, opiates, benzodiazepines and some stimulant medications.
Why do I require tests to get my medication?
Our priority is always to provide safe care for our patients. Lots of commonly prescribed medications require monitoring to ensure that they are working well and that there are no side effects. Side effects don’t always show symptoms, so lab tests or other monitoring tests may be required.
When does my prescription expire?
Your prescription will expire 28 days after being issued. If you have not filled your prescription within this time, you can book another appointment and speak with a doctor to replace your prescription.
Can I have my prescription filled in another province/territory?
If you are travelling outside of your province or territory of residence, you can still send your prescription to a local pharmacy location for pick-up or have it delivered to a local address. However, we recommend that you call the pharmacy in advance to confirm if they will accept your out-of-province prescription. For further help, contact our Support team at 1-855-577-8838 or email@example.com.
Why can’t I get my specific medication from TELUS Health MyCare anymore?
Our priority is always to provide safe care for our patients. We regularly review our prescribing policies to meet best practice and this may mean that we are no longer able to prescribe a medication that was previously prescribed through our service. You can book an appointment with our doctors to discuss alternative treatment options. We apologize for any inconvenience.
Pick up your prescriptions
How will I know when my prescription is ready to be picked up at the pharmacy?
Most prescriptions are typically ready within a day. However, specific wait times vary by location so we suggest contacting the pharmacy directly to confirm your medication will be ready before you arrive. Also, remember to check the opening hours for the pharmacy location before arriving.
Note: If it’s your first time filling a prescription at the pharmacy you selected, you will have to go in-person to show your ID before they prepare your medication.
How do I pick up my prescriptions?
Here are the steps:
- Select prescription pick-up
After your appointment, you will receive a notification in the app indicating that you have a prescription. Go to the “Me” tab > “Notifications” > Select the “You have a prescription” notification > choose “Select a pharmacy for pick-up”
- Choose a local pharmacy
Choose a pharmacy on the screen or from the map search > Tap “Confirm”.
If you want to check if your medication is in stock, compare pricing or know if a pharmacy offers delivery services, you can contact the pharmacy before selecting a location to send your prescription to.
- Check that your prescription has been sent
You will receive another notification in the app when we have confirmed that your prescription has been digitally faxed to your selected pharmacy.
Note that if you action your prescription outside of our Support hours, it may be sent to the pharmacy the following morning when our Support team is online again.
- Get your medications
To check if your prescription is ready for pick-up, contact the pharmacy directly before you go there.
The pharmacy you chose may have prescription delivery services. If interested, please contact them directly to inquire if this is available to make arrangements. Otherwise, you’ll need to collect your prescription directly from your pharmacy.
If it’s your first time filling a prescription at the pharmacy you selected, you may be asked to go in-person to show your ID before they prepare your prescription. There are no additional costs for TELUS Health MyCare prescriptions compared to prescriptions from your family doctor’s office.
Get your prescriptions delivered (through TELUS Health Virtual Pharmacy)
How does prescription delivery work?
You can choose to have your prescription delivered right to you. Here’s how it works:
- Select prescription delivery: After your appointment, you will receive a notification in the app indicating that you have a prescription. Go to the “Me” tab > “Notifications” > Select the “You have a prescription” notification > choose “Get your medications delivered by TELUS Health Virtual Pharmacy”.
- Add or select your delivery address: You will be able to add your delivery address or select a previously-entered delivery address. Delivery is currently available in BC, AB, SK and ON.
- Confirm your delivery details: Review and confirm your delivery details, including delivery address and method. If you want to check if your medication is in stock, compare pricing or have questions about delivery, you can call TELUS Health Virtual Pharmacy through the in-app link after confirming your prescription details and before making payment.
- What to expect next: TELUS Health Virtual Pharmacy will call you to confirm your details, explain the cost of your prescription (and delivery charges if applicable) and take your payment details.
Note that if you action your prescription outside of TELUS Health Virtual Pharmacy’s hours of operation (Monday to Friday 9am to 5pm local time), you will receive a call from them the morning of the following business day once they are open again.
Once payment is taken by phone, your delivery can be confirmed and the medicine is then delivered within the specified time frame (typically within 1 to 3 business days, though delivery to remote areas may take longer). You will receive another notification in the app confirming that your prescription is on its way, as well as an email with a tracking number to check the status of your package.
For further information about the delivery process, please visit.
For any general questions or issues with your prescriptions, contact our Support team ator 1-855-577-8838.
How much does prescription delivery cost?
TELUS Health Virtual Pharmacy typically provides delivery at no cost to you. As with any pharmacy, there is still a dispensing fee and in some cases, a cost may apply for delivery to remote postal codes, but you would be informed of this prior to payment.
When is prescription delivery available?
Prescriptions are delivered Monday to Friday, and TELUS Health Virtual Pharmacy operates Monday to Friday 9am to 5pm local time.
Where can I get prescriptions delivered?
Prescription delivery is currently available in British Columbia, Alberta, Saskatchewan and Ontario.
How soon can I get my prescription delivered?
TELUS Health Virtual Pharmacy typically offers delivery within 1 to 3 business days. For most urban and suburban locations, shipments arrive the next business day Monday to Friday between 9am to 5pm. Delivery may take longer for some remote areas.
Note that if you action your prescription outside of TELUS Health Virtual Pharmacy’s hours of operation (Monday to Friday 9am to 5pm local time), the prescription will be processed the next business day and your prescription will be delivered by the following business day.
For specific details on delivery please visit.
Will I be able to get prescriptions delivered from my regular pharmacy?
Some pharmacies offer prescription delivery services. If interested, please select your regular pharmacy for pick up in-app and contact them directly to inquire if this is available to make arrangements.
We only offer prescription delivery in-app through TELUS Health Virtual Pharmacy.
What happens if I’m not home at the time of delivery?
If you are not home at the time of delivery, you may have someone else over the age of 19 sign for your delivery. ID may be requested to verify age.
If you are not home and there is no one over the age of 19 present to sign for you, the package gets sent to the nearest Post Office or FedEx depot. If not picked up from there within the noted timeframe, it then gets returned to TELUS Health Virtual Pharmacy. There are no additional costs for reshipping.
You may contact TELUS Health Virtual Pharmacy to change your delivery address while your package is out for delivery, and the delivery team will make their best efforts to accommodate this request.
What if I have further questions on my prescription delivery?
For questions or issues about a specific prescription delivery order in progress, you can visitor contact TELUS Health Virtual Pharmacy directly:
- 1-888-921-0466 for Eastern Canada (NB, NL, NS, ON, PE)
- 1-855-370-7979 for Western Canada (AB, BC, NT, YT)
- 1-866-318-0047 for Central Canada (MB, NU, SK)
For other questions about prescription delivery, contact our Support team ator .