Information on appointments with TELUS Health MyPet
Answers to common questions on booking virtual appointments and the conditions our veterinarians can treat virtually.
Do I need to be in British Columbia or Ontario to book a virtual appointment?
Yes, the TELUS Health MyPet app is currently only available in British Columbia and Ontario and you must be located within the province to have a virtual veterinarian appointment. We will be launching TELUS Health MyPet in other provinces and territories soon.
What are your hours of operation?
The Support Team and veterinarians are available during the following hours:
Weekdays: 9am to 10pm PST
Weekends: 9am to 10pm PST
What types of pets do TELUS Health MyPet veterinarians see?
Currently, the veterinarians only treat cats and dogs.
How does TELUS Health MyPet deliver quality care?
While acknowledging the limitations of video-based assessments, TELUS Health MyPet veterinarians can provide invaluable support and guidance for pets with chronic/long-term conditions. The veterinarians provide nutritional, behavioural, wellness and life-stage appointments. Where appropriate, TELUS Health MyPet will assist patients in connecting with local veterinarian resources.
For pets who do not have primary care veterinarians or who are unable to access their family veterinarians in a timely manner, we can help assess and treat non-urgent medical issues as appropriate. Access to the TELUS Health MyPet veterinarians can help pets avoid trips to emergency clinics.
What can TELUS Health MyPet veterinarians treat?
We recommend seeing an in-person veterinary clinic of your choice if your pet requires a physical examination. For medical emergencies, please contact your nearest Emergency Veterinary Hospital.
TELUS Health MyPet veterinarians can help with general wellness, medical triage, diagnosis and treatment of various medical conditions in dogs and cats. After seeing a veterinarian, you will be given a treatment plan which may include a referral for a physical exam and/or certain diagnostic tests.
If you have more than one health concern to discuss, the veterinarians will address your highest priority issue first. If not all of your pet's health concerns are addressed, we encourage you to book another appointment the following day.
While we find video-based appointments appropriate for most concerns, there are situations where our veterinarian will advise you to go in-person to a veterinary clinic of your choice for a specific test or examination. In these scenarios, the veterinarian will direct you on the next steps and the level of urgency.
When is a virtual appointment with a veterinarian not appropriate for my pet?
Virtual appointments are not appropriate for the following medical problems and emergency veterinary care should be sought immediately if your pet is experiencing any of the following symptoms or problems:
Weakness and collapse
Bleeding from the mouth, nostrils or rectum
Coughing, urinating or defecating with blood
Inability/straining to urinate or defecate
Severe vomiting or diarrhea
Not eating and/or drinking water for 24+ hours
Ingestion of toxins
Sudden changes in mentation (lethargy, confusion, stuporous, difficulty rousing from sleep, unconsciousness)
What happens if the TELUS Health MyPet veterinarian determines that a virtual appointment is not appropriate for my pet’s concerns?
If the veterinarian determines within the first few minutes of the appointment that your pet's concerns are best suited for in-person care, the appointment will be canceled and you will be fully refunded the cost of the appointment. The refund is credited back using the original payment method within three to five business days.
We recommend referring to what the veterinarians can help with prior to booking an appointment.
Will I receive reminders of my virtual appointment?
When setting up the TELUS Health MyPet app, remember to turn on your mobile push notifications on, so you can receive appointment reminders. The TELUS Health MyPet app will provide 3 notifications: 24 hours, 1 hour and 10 minutes before your virtual appointment.
What if I have multiple cats or dogs? Should I book a single appointment or individual appointments?
For inter-household cat or dog behavioural dynamics issues, discussing multiple pets at once may be appropriate. For cats and dogs with individual health concerns, however, each pet's issues should receive their own individual appointment time with the veterinarians so that appropriate care can be delivered.
What can I expect for my first virtual appointment with a veterinarian?
The MyPet veterinarian who conducts your first appointment will ask you to review some general history about your pet's health prior to discussing the reason for which you booked the telemedicine appointment.
They will ensure that you are comfortable with the limitations of telemedicine prior to proceeding, and will then inquire about important topics, such as:
When was your pet last seen by their primary care veterinarian?
Do they have any past or current medical problems?
Are they receiving any medications, supplements or prescription diets?
Are they up-to-date with vaccinations?
Have they ever experienced any adverse reactions to medications, foods or vaccines?
While these details may not seem relevant to the reason you booked the telemedicine appointment, it is important for the telemedicine veterinarian to develop a holistic picture of your pet's health when establishing their relationship with you and your pet.
What if my pet's problem doesn't resolve itself or my pet has an adverse reaction to their prescribed medication? How do I get in touch?
Every consultation will have appropriate medical follow-up, and a member of our veterinary support team will call you to see how your pet is doing after their virtual appointment. If your pet is having an urgent adverse reaction, please consult your local emergency clinic immediately.
For any additional concerns or issues that arise, the veterinary support team member will work together with the telemedicine veterinarian, and treatment plans will be modified and/or further recommendations or consultations will be arranged as needed. To get in touch, please email our support team at firstname.lastname@example.org.