Health and Wellness Services
The Platform Services enable you to obtain access to healthcare professionals, which may include nurse practitioners, nurses, mental health counsellors, psychologists, dietitians, and physicians (“
”) and other professionals (“
”) as they become available, by video or audio appointments for consultations, and to receive related healthcare, professional and administrative support services virtually or in-person at one of our clinic locations (hereinafter referred to as the “
Health and Wellness Services
”, which includes both Insured Health Services and Premium Health Services as defined below).
In Ontario, the Platform Services enable you to invite a caregiver, who may be a parent, nurse, adult child or a person assigned to provide care, to your video appointment with a Healthcare Practitioner. The caregiver will have access to attend the video appointment but will not have the ability to join the video consultation until you have joined, at which time the Healthcare Practitioners can allow the caregiver to join the call once you have given permission for the caregiver to join the call. The caregiver will be able to listen and contribute to information shared as a part of the video consultation but they will not have access to view or update your personal information or personal health information stored on your user account (the ‘
Where applicable, Healthcare Practitioners and Wellness Practitioners on the Platform are licensed or accredited to practice by their applicable regulated health profession by the applicable regulatory authority in the province or territory of Canada where they practice. For greater certainty, you will not be charged for any consultations with Healthcare Practitioners provided through the App that are reimbursed by provincial Healthcare insurance plans (“
Insured Health Services
”) and any payment made to TELUS for the use of the App is for access to the services that are not Insured Health Services (“
Premium Health and Wellness Services
Healthcare Practitioners may prescribe medication to you and can direct prescriptions to the pharmacy or other dispensing location of your choosing. You should report any medication reactions, side effects or other adverse events to your family physician or, if you do not have one, to the nearest walk-in clinic or emergency room or call 911 if any reaction is an emergency situation.
Healthcare Practitioners and Wellness Practitioners are independent of TELUS (and independent of our Platform Partner) and are solely responsible for the provision of Health and Wellness Services to you. The relationship between you and the Healthcare Practitioner providing Health and Wellness Services is a patient-practitioner relationship. TELUS is not party to that relationship as it relates to the delivery of such Health and Wellness Services and is not engaged in the practice of medicine, the practice of nursing or the practice of any other regulated health profession, for the purpose of providing Health and Wellness Services in your use of the Platform. Neither TELUS or any other party associated with TELUS (other than the applicable Healthcare Practitioner or Wellness Practitioner) are liable for any Health Services provided to you by Healthcare Practitioners or Wellness Practitioners in your use of the Platform.
We do not guarantee the availability of any particular Healthcare Practitioner at any particular time. We will do what we can to arrange a consultation with a Healthcare Practitioner as soon as possible, but do not guarantee to offer consultations within a particular time.
Please note that interaction with Healthcare Practitioners through the App is not intended to take the place of appointments with your regular primary care provider. If you do not have an established relationship with a primary care provider, you are encouraged to develop one. You should seek emergency help or follow-up care when recommended by the Practitioner. With your consent, we will provide your family physician with a report about the Health Services that you receive through the App. So your family physician can take into consideration these Health Services, including any prescriptions, it is always advisable that you advise your physician about the Health Services you receive, including the issues that caused you to request them. The App enables you to choose for a summary of your Services to be sent to a physician of your choice.
You can report a complaint relating to Health Services provided by a Healthcare Practitioner on the Platform by contacting (i) TELUS at the email address provided below, and/or (ii) the professional regulatory college(s) in the province(s) where the Healthcare Practitioner is licensed.
The Platform provides access to various health and wellness informational tools, including (i) Symptom Checker; (ii) Healthcheck (iii) Monitor and (iv) additional features and tools provided from time to time, as further described in the App (“Information Tools”). The Information Tools are available for use at any time, independently of the services provided by either Healthcare Practitioners or Wellness Practitioners.
The Information Tools provide health and wellness information and not medical advice, diagnosis and/or treatment. If you choose to submit information about your symptoms using the Information Tools, the information returned to you is general health information and no Healthcare Practitioner is involved in providing or reviewing the information. Our Information Tools are not a substitute for a doctor or other healthcare professional. Where the information returned indicates that the symptoms entered suggest further medical advice may be necessary, you acknowledge that you are responsible for seeking such advice from your family doctor or other medical professional. You should not take or stop taking any action (such as taking medicines) based on information from our Information Tools. We make no warranties in relation to the output of our Information Tools.
The Information Tools should not be used in an emergency. In the case of an emergency you should contact the emergency services and/or your doctor in the usual way. Certain Information Tools may provide statistical risks of disease which may cause distress. You should not use this feature if you do not wish to learn such information.
Please note that:
Healthcheck is not suitable for pregnant women or for users with long term medical conditions or disabilities that may have different needs or risks shown.
Monitor is not suitable for pregnant women or for users with serious, trauma or life threatening emergencies.
The Symptom Checker is not suitable if you have the following symptoms: (i) severe, heavy or crushing chest pain, which may move to the jaw, neck, arm, or back, or be associated with sweating, shortness of breath or nausea; (ii) signs of a stroke, which may include facial weakness, inability to hold both arms up, or difficulty speaking; or (iii) severe breathing problems.
Certain Information Tools provide basic self-monitoring features. We do not update or monitor the data held in your account nor accept responsibility for ensuring that all activity through the App is logged for monitoring. It is your responsibility to ensure the data stored in Monitor is current and up to date.
Information Tools may make use of data feeds from third party providers which you optionally provide access to in accordance with the
TELUS Health MyCare Privacy Commitment
. For example if you use Monitor, you can connect to other apps such as the Apple Health App, Fitbit and Garmin. You will be asked for your consent for TELUS Health MyCare to read the data from any of these apps connected to it. You acknowledge and agree that available data feeds may vary from time to time, that we make no guarantee that any particular data feed will be available or available at a particular time, and that data feeds may require your authorization in order to be accessible to you via the App.
Information Tools may display certain information relating to you derived from data stored for you (for example, body mass index) and recognized guidelines or general wellbeing articles. You should note however that any such display or information provided is based on generic data and assumptions and is not designed to be and should not be used for personalized advice. Any information provided by any Information Tools should therefore be treated as a general guide and is not a substitute for personal medical advice or diagnosis. It will in addition be based on a number of assumptions that may or may not be accurate or applicable to you. No responsibility is taken for any action or omission that you may take based on in connection with or in reliance upon any information shown in the Information Tools.