TELUS Health MyCare™ support

TELUS Health MyCare

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TELUS Health MyCare / Getting started

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Getting started

TELUS Health MyCare / Getting started / SEO

Find helpful articles on setting up and using your TELUS Health MyCare app. Also, learn how to book appointments.

Get started with TELUS Health MyCare™ app | TELUS Support

TELUS Health MyCare / Getting started / MyCare app setup & requirements

TELUS Health MyCare app setup & requirements

TELUS Health MyCare / Getting started / How to set up & reset your PIN

How to set up & reset your PIN

TELUS Health MyCare / Getting started / How to add your health card to the app

How to add your health card to the app

TELUS Health MyCare / Getting started / Consulting your doctor

Consulting your doctor

TELUS Health MyCare / Getting started / Appointments

Appointments

TELUS Health MyCare / Getting started / How to set up biometrics

How to set up biometrics

TELUS Health MyCare / Getting started / Information on MyCare for employees

Information on MyCare for employees

Information for new customers and instructions on how to get set up.

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TELUS Health MyCare / Fixing an issue

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Fixing an issue

TELUS Health MyCare / Fixing an issue / SEO

Read our articles to troubleshoot and resolve connectivity and any other issues related to the TELUS Health MyCare app and services.

Fix issues with TELUS Health MyCare | TELUS Support

TELUS Health MyCare / Fixing an issue / Issues with resetting email password

Issues with resetting email password

TELUS Health MyCare / Fixing an issue / Troubleshoot connectivity issues

Troubleshoot connectivity issues

Help with getting your services working again.

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TELUS Health MyCare / Managing your account

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Managing your account

TELUS Health MyCare / Manage your account / SEO

Find out how to make changes to your TELUS Health MyCare account, including updating personal details and PIN.

Manage your TELUS Health MyCare account | TELUS Support

TELUS Health MyCare / Manage your account / How to update your person details

How to update your person details

TELUS Health MyCare / Manage your account / How to set up & reset your PIN

TELUS Health MyCare / Manage your account / Payments and receipts

Payments and receipts

Find how to make changes to your account and services.

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TELUS Health MyCare / Learning about your services

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Learning about your services

TELUS Health MyCare / Learning about your services / SEO

Helpful information on the TELUS Health MyCare app.

Learn about TELUS Health MyCare™ services | TELUS Support

Learning about your services / Information on your clinical records

Information on your clinical records

Learning about your services / Information on Mental Health Counsellors

Information on Mental Health Counsellors

Learning about your services / Information on family doctor services

Information on family doctor services

Learning about your services / Information on Child Sleep Consultants service

Information on Child Sleep Consultants service

Learning about your services / Information on Dietitian sessions

Information on dietitian sessions

Learning about your services / Symptom checker and Healthcheck

Symptom checker, Monitor and Healthcheck

Learning about your services / Information on lab & imaging tests

Information on lab & imaging tests

Learning about your services / Information on specialist referrals

Information on specialist referrals

Learning about your services / Consultations while travelling

Consultations while travelling

Learning about your services / MyCare for employees

MyCare for employees

Learning about your services / Prescriptions

Prescriptions

Learning about your services / Privacy & security

Privacy & security

Learn how to get the most out of your services.

telus health mycare

TELUS Health MyCare / SEO

Find help with doctor appointments, prescriptions, the MyCare app & more.

Help & support with TELUS Health MyCare™ | TELUS Support

For help with doctor appointments, prescriptions, the TELUS Health MyCare app & more

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 Healthcard 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.


Doctor consultation FAQ / What does it cost to have a doctor consultation?

__Note__: We currently only offer Nurse Practitioner consultations in British Columbia.

__For residents with a valid provincial health card number__

You do not need to pay a direct cost for your Nurse Practitioner appointment if you are covered under your provincial health insurance plan (MSP). 

__For residents without a valid provincial health card number__ 

You will be required to pay $70 per Nurse Practitioner consultation if you are not covered under your provincial health insurance (MSP). We accept Visa and MasterCard debit or credit cards and American Express credit cards through the app.


Doctor consultation FAQ / What does it cost to have a Nurse Practitioner consultation?

Our doctors and Nurse Practitioners can issue prescriptions for most drugs when medically appropriate. 

However, our Nurse Practitioners or doctors may be unable to prescribe medications that require an in-person assessment by a Nurse Practitioner or a physician who has an established relationship with you. This includes, but is not limited to, opiates, benzodiazepines and some stimulant medications

Doctor consultation FAQ / What medications can be prescribed by our doctors?

__Important__: For medical emergencies, always call 911.

Our doctors and Nurse Practitioners are fully-licensed in the province they serve and can treat a wide variety of health concerns safely through video consultation. Where medically appropriate, our doctors may recommend a treatment plan that can include: Self-care, lab or imaging requisitions, a prescription, specialist referrals or a hand-off to emergency care.

Common health concerns we see patients for:

- Cold and flu
- Chest infections
- Urinary tract infections
- Diarrhea
- Nausea
- Constipation
- Heartburn
- Skin rashes, lumps and bumps
- Insect bites
- Joint pain
- Anxiety and depression
- Fungal nail infections
- Warts or verrucas
- Allergies
- Sports injuries
- Lifestyle advice
- Sexual health advice
- Medication advice

If you have more than one health concern to discuss, our doctors will prioritize by starting with your most urgent health issue. If not all of your health concerns are addressed, we encourage you to book another appointment the following day.

While we find video-based consultations appropriate for 80 to 85% of concerns we encounter, there are situations where the doctor will advise you to see a clinician in-person for a specific test or examination. In these scenarios, the doctor will direct you on the next steps and the level of urgency.

Doctor consultation FAQ / What health concerns can I see a doctor for?

We currently do not see patients for the following situations below. We recommend you see a doctor or Nurse Practitioner in person instead.

- Vaccinations
- Blood tests
- Smear tests
- Infant check-up
- Some physical examinations
- Some medications, including controlled or otherwise restricted medicines


Doctor consultation FAQ / What health concerns will your doctors not advise on?

Doctor and Nurse Practitioner consultation FAQ

Doctor consultation FAQ / SEO

Find answers to common questions about doctor consultations using the TELUS Health MyCare app, including cost and what health concerns can be addressed.

Doctor consultation FAQ | TELUS Support

Answers to common questions patients may have before consulting with a doctor or Nurse Practitioner.

Here are a few steps to try to resolve the issue:

1. Check that your volume is turned up loud enough to hear the doctor
2. Check that you have stable Wi-Fi or mobile internet connection
3. Check that the microphone and camera permissions are switched on for the app by going to your phone’s device __Settings__
4. For Apple: Open __Settings__ app > __TELUS Health__ > Turn on __Camera__
5. For Android: Open __Settings__ app > __Apps__ > __TELUS Health__ > __Permissions__ > Turn on __Camera__, __Microphone__ and __Telephone__


Fix common issues related to the MyCare app and service / I am having problems hearing or seeing the doctor

Please make sure that notifications are enabled for the TELUS Health MyCare app under your phone settings. Instructions are provided below.

We try to start appointments on time, but occasionally delays can happen. Most delays are between 5 and 10 minutes. If your clinician is running significantly late, we will notify you by phone.

If you haven’t been notified that your appointment is delayed, you can try the following steps to resolve any possible issues with receiving the video call:
1. Go to your phone’s __Settings__ app and check that you have the following settings enabled:
   - Notifications: Enable the __Consultations__ notifications. We will send you a notification to start the video call
   - Camera
   - Microphone 
   - Telephone 
2. Turn off any “Battery saver” or “Battery optimization” settings on your device that might be blocking the call. This can usually be found by going to your phone’s “Settings” app, or by swiping down from the top of your device’s screen
3. Check that you have a stable Wi-Fi or mobile data connection
4. Have the app open and ready for the video call to start on your phone

If you have any issues or if your appointment is delayed by more than 15 minutes, please [contact us](https://www.telus.com/en/support/contact-us) and we will be happy to help troubleshoot further.

Fix common issues related to the MyCare app and service / It’s time for my appointment, but the doctor hasn’t called me

Don't worry if your call drops for whatever reason. The doctor will phone you straight away using the in-app call feature to continue your consultation.

Fix common issues related to the MyCare app and service / The call was disconnected during the consultation.

Please report this to us by emailing mycare@telus.com. If you can send us a screenshot of the issue, it will help us to investigate the issue further.

Fix common issues related to the MyCare app and service / What should I do if I notice something unusual within the app?

Fix common issues related to the MyCare app and service

Fix common issues related to the MyCare app and service / SEO

Find answers to common questions that patients have about troubleshooting and connectivity.

Fix issues with MyCare app | TELUS Support

You can only add children under the age of 16 to your account. Family members who are 16 or older need to create their own accounts.


Adding family to your TELUS Health MyCareᵀᴹ account / Can I add my family to my account?

To add your child to your account, please follow these steps:

1. Go to the __Care__ tab 
2. Select __Book appointment__ 
3. Select __Add family member__ 
4. Complete the details for your child

Adding family to your TELUS Health MyCareᵀᴹ account / How do I add my child to my account?

If both you and another parent need to be able to book and manage appointments for your child, you can [contact our support team](https://telus.com/en/support/contact-us) or make the request at mycare@telus.com.

Adding family to your TELUS Health MyCareᵀᴹ account / How do I add my child to a second parent/guardian?

Not at this time. However, when your child has a virtual consultation with a doctor, please let the doctor know. The doctor will capture your child's family doctor details and ensure that the consultation notes are sent to that doctor.

Adding family to your TELUS Health MyCareᵀᴹ account / What if my child has a different family doctor than I do? Can I add both family doctors to my profile?

__How to add your child to your account__

If your child is 16 or older, they will have to register for their own account and book their own appointment through that account.

If your child is under 16 years old, please follow the same steps in the "__How do I add my child to my account?__" section above.

__How to book an appointment for your child under 16__

You can book an appointment on your child’s behalf by following these steps: 

1. Go to the __Care__ tab 
2. Tap __Book appointment__ 
3. Select your child’s name 
4. Proceed with the appointment booking details

Note that if you book an appointment for your child using your own name, the doctor will not be able to proceed with the appointment. You will have to rebook the appointment using your child’s name for another time.

__Attending the appointment with your child under 16__

Both you and your child need to attend the appointment. If you or your child are not present, the doctor will not be able to proceed with the appointment and you will have to rebook the appointment for another time. If your partner or spouse would like to attend the appointment with your child instead, you can contact our Support team to have their account linked to your child’s profile.


Adding family to your TELUS Health MyCareᵀᴹ account / How do I book an appointment for my child?

Adding family to your TELUS Health MyCareᵀᴹ account

Adding family to your TELUS Health MyCareᵀᴹ account / SEO

FAQ related to adding family and children to your TELUS Health MyCareᵀᴹ account.

How to add family to MyCare account | TELUS Support

If you are an attached patient it means that our team of family doctors at our TELUS Health MyCare clinic are your primarily care provider.  We will provide you long-term care offered by a small team of family doctors based out of your TELUS Health MyCare clinic. 

Our team will provide you with primarily care services and coordinate any speciality care you may need. 

TELUS Health MyCareᵀᴹ family doctor FAQ / What does it mean to be an attached patient or to be attached to the TELUS Health MyCare team of family doctors?

The TELUS Health MyCare Clinic is currently prioritizing patients who do not have a family doctor or nurse practitioner.

TELUS Health MyCareᵀᴹ family doctor FAQ / If I already have a family doctor or nurse practitioner but want to switch to a doctor at the TELUS Health MyCare Clinic, can I sign up?

We do not know exactly when we will attach you to a doctor, but we are trying our best based on how many doctors are available.

TELUS Health MyCareᵀᴹ family doctor FAQ / When will I hear back about attachment to the TELUS Health MyCare team of family doctors?

You will see a page confirming that we have received your response, but you will not receive an email. We will email you with instructions on how to continue your registration when we have capacity.

TELUS Health MyCareᵀᴹ family doctor FAQ / Will I receive a confirmation email after signing up on telus.com/MyCareWaitlist?

We will contact you based on doctor availability. We cannot tell you how long the wait will be, but we will reach out to provide you with the necessary information as soon as possible.

Meanwhile, you may continue to access video-based appointments for any medical concerns you may have.

TELUS Health MyCareᵀᴹ family doctor FAQ / When will I receive the follow-up survey after signing up?

Everyone over 16 years old should submit a separate entry with their TELUS Health MyCare account email. 

Please ensure any minors have a child account registered under a parent/guardian account, and only submit the email address associated with the parent/guardian account. 

TELUS Health MyCareᵀᴹ family doctor FAQ / Do all my family members need to sign up at telus.com/MyCareWaitlist?

You will be a patient of the physician team at the TELUS Health MyCare Robson/Victoria clinic. You can book appointments with any of the physicians within the attached patient team. 

If you establish a relationship with a particular doctor, you can book appointments with them. However, if you need to see someone urgently, you may need to see a different doctor.

TELUS Health MyCareᵀᴹ family doctor FAQ / Will I have a specific family doctor?

We are not able to confirm if you are on the waitlist or provide an estimated wait time. As soon as we have capacity, we will contact you.

Meanwhile, you may continue to access video-based appointments for any medical concerns you may have.

TELUS Health MyCareᵀᴹ family doctor FAQ / Can I confirm if I am on the waitlist for the Victoria clinic?

The Victoria clinic waitlist is full. We will contact you if you signed up previously, as soon as we have availability.

TELUS Health MyCareᵀᴹ family doctor FAQ / Will the TELUS Health MyCare Victoria clinic reopen their waitlist?

Yes. You can make virtual appointments directly through the TELUS Health MyCare app. For some medical issues, you may need to see a doctor in-person at the TELUS Health MyCare clinic.

TELUS Health MyCareᵀᴹ family doctor FAQ / Are both digital and in-person appointments available?

Patients attached to the clinic will have access to a dedicated team of doctors who provide both video-based and in-person care. For time-sensitive concerns, patients may choose to see the next available doctor. In other cases, they can see a doctor with whom they have a doctor-patient relationship.

TELUS Health MyCareᵀᴹ family doctor FAQ / Can patients choose to only see specific doctors?

TELUS Health MyCareᵀᴹ clinics: Family doctor services FAQ

We are excited to facilitate attached family doctor services at our Vancouver clinic (238 Robson Street) and Victoria clinic (557 Superior Street, Suite 101). 

Below are answers to common questions patients may have about our services. 


TELUS Health MyCareᵀᴹ clinics: Family doctor services FAQ / SEO 

Learn about your doctor and appointments when you are attached to a TELUS Health MyCare clinic.

TELUS Health MyCare™ support

Getting started

Fixing an issue

Managing your account

Learning about your services

Suggested articles for you

Doctor and Nurse Practitioner consultation FAQ

Fix common issues related to the MyCare app and service

Adding family to your TELUS Health MyCareᵀᴹ account

TELUS Health MyCareᵀᴹ clinics: Family doctor services FAQ

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