Find answers to common questions patients have about their appointments.
Can I choose which healthcare provider to see?
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.
Can I see a TELUS Health MyCare doctor in-person?
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.
How can I share the details of my TELUS Health MyCare consultation with my regular family doctor?
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 send your notes to your family doctor, you will be prompted to add their details if you haven’t added them previously.
Your consultation notes are accessible in-app in the
tab. To read them, tap the appointment to see the appointment details, then select
After your appointment, we will send your notes to your family doctor who can append them to your patient file.
How do I book an appointment with a healthcare provider?
Follow the steps below to book an appointment (this must be done via the app on your mobile device):
If this is your first time booking, you will be prompted to verify your identity and add information required for your care (such as your address or your provincial health card number if you have one). Please note that without a valid PHN, you will be charged the full appointment fee
Type the reason for your appointment (and add supporting photos if necessary)
Select the type of appointment you want to have
Select your healthcare provider and your preferred date and time
Review your appointment details, including your consent settings for sending your consultation notes to your regular family doctor, and tap
when you are ready
If you chose to send your consultation notes to your family doctor and their details are not on file, you will be prompted to add them
When your appointment has been booked, you can add an appointment reminder to your calendar
How do virtual video appointments with a doctor work?
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.
Booking a doctor appointment is easy and quick
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.
, 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.
Our current scheduling process limits physician appointments to the next 14 days, therefore you may not see appointments beyond this period
We have seen very strong demand for our TELUS Health MyCare service across the province and acknowledge that some people in B.C. are experiencing longer than normal wait times. We are working hard to ensure that there are sufficient physician appointments available to meet this demand by releasing additional appointments daily
We recommend that people check the app often for these newly released appointment times. Our patients’ health and safety is our top priority and we are committed to providing improved access to healthcare for citizens in B.C. to help meet the growing demand for virtual care services
What do I need to do to prepare for my appointment?
Steps to prepare for your appointment
Find a private and quiet location with a strong internet connection, sufficient lighting and no interruptions. The doctor will not be able to conduct the consultation if you don’t meet these criteria. Inappropriate locations include:
Driving in a car
Public spaces (shopping centres, parks)
Common areas at your workplace
Go to your phone’s
app to enable the following app settings for the “TELUS Health” app so that you will be able to receive your video call:
: Turn on
: Turn on
Have your device nearby with the sound switched on, a strong internet connection and plenty of battery life remaining
Come prepared with any relevant information about your previous medical history or medications, and the top concerns or questions you want to discuss
What to expect when attending your appointment
You will receive SMS reminders before your appointment. Make sure you have your app open a few minutes before the appointment start time so you’re ready when the doctor starts the appointment
When the healthcare provider will call, you will receive a push notification on your phone prompting you to tap to start your video consultation. If you are having technical difficulties, the doctor will attempt to call you three times. Once via video consultation, then by audio call, and again by video consultation
During your appointment, the doctor will assess your medical needs and make clinical recommendations
If the appointment is for your child under 16, both you and your child must be present.
Are virtual appointments available in my area?
Video consultations are available for residents of British Columbia, Alberta, Ontario, and Saskatchewan and for employees covered under BusinessPlus.
Due to varying rules and regulations, virtual appointments must take place while you are in Canada.
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.
How long are doctor appointments?
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.
What are your hours of operation?
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
Weekdays: 10am to 10pm CST
Weekends: 10am to 8pm CST
What does it cost to have a doctor consultation?
We currently only offer doctor consultations in Alberta, British Columbia, Ontario and Saskatchewan.
For residents with a valid provincial health card number
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, Saskatchewan Health).
For residents without a valid provincial health card number
You will be required to pay $70 per doctor consultation if you are not covered under your provincial health insurance (MSP, AHCIP, OHIP, Saskatchewan Health). We accept Visa and MasterCard debit or credit cards and American Express credit cards through the app.
If you reside in Alberta, British Columbia, Ontario or Saskatchewan 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.
For employees who have access through their employer
You do not need to pay a direct cost for your doctor appointment since you are covered under your employer’s BusinessPlus program.
What is check-in? Why do I need to check in?
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.
Will the clinician still call me if I don’t check in?
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.
I am having issues with check-in. What should I do?
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.