FAQ

What is MediCall? 

MediCall allows you to book home visits or virtual care visits with a health care provider outside of normal business hours.

Services are available on evenings, weekends and statutory holidays. Since we are trying to provide urgent care services only, we only provide same day appointments.

The presentation of information on the Website and MediCall’s facilitation of connecting you with a Health Care Provider does not establish a doctor-patient relationship between you and MediCall and is not intended as a solicitation of individuals to become MediCall’s patients or clients. MediCall is not a party to the relationship between you and any Health Care Provider providing the Services.

This is not an emergency service. In case of emergencies, please call 911 or visit the nearest emergency department.

 

How much does it cost to use MediCall?

Virtual Care:

Online physician consultations are covered under many existing insurance healthcare spending accounts.

Payments can be made with Stripe using any major credit card.

Monday – Friday, 5:00 PM – 11:59 PM: $20/person seen

Monday – Friday, Midnight – 7:00 AM: $30/person seen

Weekends and Holidays: $40/person seen

***DURING COVID-19 THERE IS NO FEE FOR VIRTUAL ASSESSMENTS***

Home Visit:

100% covered if you:

  • have a valid Provincial Insurance Plan (PIP) such as OHIP,
  • are a refugee with valid coverage under the Interim Federal Health Program (IFHP), or
  • are a member of the Canadian Arms Forces with valid coverage.

     

    Starting October 1, 2019 priority will be given to patients who are a frail elderly or housebound who meet the following definitions:

    A frail elderly patient as defined by OHIP is a patient who is 65 years of age or over who has one or more of the following:

    a.complex medical management needs, that may include polypharmacy; b.cognitive impairment (e.g. dementia or delirium); c.age-related reduced mobility or falls; or d.unexplained functional decline not otherwise specified

    A housebound patient is a patient who meets all the following criteria:

    a.the person has difficulty in accessing office-based primary health care services because of medical, physical, cognitive, or psychosocial needs/conditions; b.transportation and other strategies to remedy the access difficulties have been considered but are not available or not appropriate in the person’s circumstances; and c.the person’s care and support requirements can be effectively and appropriately delivered at home.

    Patient who do not meet the definition of frail elderly or housebound can still be seen and covered under OHIP however priority will be given to frail elderly and housebound patients.

    Home Visits are 100% covered if you have a valid Provincial Insurance Plan (PIP) such as OHIP

    Home Visits are 100% covered if you are a refugee with valid coverage under the Interim Federal Health Program (IFHP)

    Home Visits are 100% covered if you have valid coverage with the University Health Insurance Plan (UHIP).

    Home Visits are 100% covered if you are a member of the Canadian Arms Forces with valid coverage.

    Under NO circumstances should a physician be charging patients directly or collecting money from patients for travel purposes or special visit premiums if patients have valid coverage. These fees are included in the amount billed to OHIP. If you are a patient that has valid coverage and are being asked to pay a doctor directly for anything other than fees listed in the “Other Fees” section, please do not pay the doctor and contact our office immediately at 647-873-8936.

     

    If no valid provincial coverage/UHIP/IFH/Canadian Armed Forces coverage AND you are not frail elderly or homebound, then home visits are $75 per individual seen at place of residence

    If no valid provincial coverage/UHIP/IFH/Canadian Armed Forces coverage ANd you are frail elderly or homebound, then home visits are $250 for the first frail/homebound patient seen and $75 for any uninsured individual seen during the same visit at place of residence

***DURING COVID-19 HOME VISITS WILL NOT BE OFFERED. INSTEAD, MEDICALL WILL OFFER PHONE AND VIDEO ASSESSMENTS FOR NO FEES IF YOU HAVE VALID COVERAGE***

I have a health card from Quebec. Why do I have to pay even though Canada has universal health care?

Reciprocal billing agreements between the provinces (except for Quebec) allow physicians to submit claims to the User’s home province for services provided while the User is out-of-province. Quebec does not participate in the inter-provincial reciprocal billing agreement for physician services.  If you are a User from Quebec and you are seeking MediCall service in a province outside of Quebec, you will be charged the standard credit card rate.  You can then seek reimbursement from the Quebec Health Plan, and/or private insurance, if applicable.

 

Who are the Health Care Providers?
The Health Care Providers are licensed physicians in good standing with the College of Physicians and Surgeons of Ontario. All Health Care Providers have their own practices and operate independent of MediCall.

The presentation of information on the Website and MediCall’s facilitation of connecting you with a Health Care Provider does not establish a doctor-patient relationship between you and MediCall and is not intended as a solicitation of individuals to become MediCall’s patients or clients. MediCall is not a party to the relationship between you and any Health Care Provider providing the Services.

 

Where is MediCall available?

For Virtual Care, as long as you are in Ontario, you can access a Health Care Provider online through our Website.

For Home Visits, below is our coverage map for now. As we bring on more Health Care Provider we expect this coverage area to expand.

When is MediCall available?

Virtual Care

Weekdays: 5:00 PM – 7:00 AM

Weekends/Holidays: 24 hour service

Home Visits

Weekdays: 5:00 PM- 8:00 PM

Weekends/holidays: 10:00 AM – 5:00 PM

Only same day appointments can be made. For Home Visits, Health Care Providers are only available in the above coverage area during our pilot program.

 

What if I already have a family doctor?
If you have a family doctor or nurse practitioner, you are encouraged to consult with them before using MediCall. If you rostered with your family doctor, you likely signed a contract to to attempt to use your family doctor’s after-hours services   prior to using an outside service. If your family doctor’s after-hours service is unavailable, we encourage you to use MediCall as your family doctor will be looped into your care. MediCall is meant to be an adjunct, and not a replacement, for your family doctor.

 

Can I use MediCall for all my healthcare needs instead of having a family doctor?

We recommend anyone utilizing our services to have a family doctor for routine, chronic disease management and comprehensive care.

 

What are some examples of what MediCall should NOT be used for?

  • Traumatic brain or spinal cord injury
  • Abdominal trauma
  • Gunshot wounds
  • Stabbing or penetrating injuries
  • Severe abdominal pain
  • Chest pain and/or numbness
  • Suspected health attack or stroke
  • Sudden shortness of breath
  • Vomiting or coughing blood
  • Lacerations
  • Severe allergic reaction, i.e. anaphylaxis
  • Loss of consciousness
  • Suspected broken bones
  • Fever in child <3 months old
  • Severe burns
  • Cancer
  • Drug overdose
  • Drug withdrawal
  • Addictions
  • Meningitis
  • Tuberculosis
  • Ongoing mental health counseling however we are happy to do an intake visit and refer you to an appropriate mental health service. Feel free to also utilize any of the following free community counseling resources – Children/Youth or Adult
  • Vaccine administration (physicians do not carry epinephrine in the event of a severe allergy)
  • Insurance or disability claims, i.e. short term/long term disability forms
  • No sensitive exams are performed in the home, i.e. breast, rectal or genital exams unless urgent and a chaperone is present
  • No surgical procedures are performed in the home
  • No blood draws are performed by physicians. If you are unable to go to a community lab in person, you can arrange for a lab technician to come to your home to perform lab work for a fee – please visit  LifeLabs for more information (MediCall does not have any legal, financial or any formal relationships with LifeLabs)

 

What if I don’t have a family doctor?

If you don’t have a family physician, please visit the following links to find a family doctor near you:

https://www.ontario.ca/page/find-family-doctor-or-nurse-practitioner

http://www.stmichaelshospital.com/programs/familypractice/finding-a-doctor.php

https://www.twfht.ca/displayPage.php?page=LookingForAPhysician

https://www.iamsick.ca/

 

How do I request a MediCall Home Visit?

You can request your initial appointment through our booking page. Through the booking page you will need to provide a valid provincial health card number and contact information to request an appointment. After your request is made for initial visit, you will be sent several questionnaires which include consent forms for our terms of use, privacy policy and electronic communication, an intake questionnaire and a questionnaire based off your presenting symptoms. For any future appointments, the consent forms and intake questionnaires won’t be sent and only one questionnaire will be sent based on your presenting illness. After your questionnaires are completed, an available Health Care Provider will confirm your appointment. You will receive a communication via email or text that your appointment was confirmed. If you are requesting a visit for an individual that does not have OHIP, when on the booking page, please select one of the other options in drop down menu instead of providing an OHIP number.

If you’ve registered with us previously, another way to book an appointment is through the Portal. For more information about the Portal, please click HERE.

Your request for a visit does not guarantee a visit and will be determined based on Health Care Provider availability. After making a request online, you will receive an email or text to confirm your information and inform you that your request was accepted or declined.

Once an appointment is requested, you will receive a secure questionnaire regarding the reason for your appointment. This process helps us triage your visit better. When your appointment is confirmed, you will receive an email or text notifying you that your appointment was confirmed.

If requesting a home visit, you will receive a text message, email or a phone call from the Health Care Provider(or his/her staff member) informing you of their estimated time or arrival. The time you booked your appointment may differ from the time of arrival and can depend on multiple factors including weather and traffic conditions, volume of calls, and geographic location of call. We appreciate your patience.

 

How does Virtual Care work?

At the time of your appointment, you will receive an email that will provide you with a link to access the video appointment with the Health Care Provider.

Once you’ve clicked on the link, you will be directed to a secure chat room with the Health Care Provider. When you are ready, the Health Care Provider will engage in a video conversation with you.

Prior to your appointment, make sure you have a secure internet or Wi-Fi connection for the call. To communicate with the Health Care Provider, you need to enable microphones and audio controls for the session. Please also make sure you are in a private location.

Please note: Virtual Care is only accessible via the latest version of Chrome or Firefox on a desktop/laptop computer. At this time, given security and privacy issues, we do not suggest virtual communication through your mobile phone.

 

Who can I request a MediCall visit for?
You can request a MediCall visit for yourself or a family member (i.e minor or elderly)

 

Can a Health Care Provider see more than one person at the same address?
Yes. If you would like the Health Care Provider to see additional Users during their Home Visit, you must let the Health Care Provider know when they arrive and the Health Care Provider must accept the request. These additional Users can be of any age; however, they must either hold a valid provincial health card or pay the Health Care Provider the Fee directly via cash or credit card.

 

When will the Health Care Provider arrive?
If you request a Home Visit, you will receive a text or email indicating your appointment has been confirmed.  Prior to the Health Care Provider arriving, you will receive a text message, email, or phone call indicating the Health Care Provider is nearby. Despite the Health Care Provider’s best efforts to honour the appointment time, his or her arrival can depend on multiple factors including weather and traffic conditions, volume of calls, and geographic location of call. You will be notified when there are delays or what the Health Care Provider’s estimated time of arrival is.

 

Can Health Care Providers write prescriptions?
Yes, Health Care Providers can provide you with a prescription for medications that are deemed medically appropriate/necessary.  We can fax them directly to the pharmacy of your choice. Please note that Health Care Providers WILL NOT prescribe opioids or controlled substances.

 

What if I need additional tests?
Health Care Providers can order blood work and/or diagnostic imaging if deemed medically necessary based off your assessment (requisitions are sent via the Portal or faxed directly to you lab/imaging center of choice). It is recommended that Users do not ask for blood work unrelated to their visit as these should be ordered by your family doctor. Referrals to a specialists can be coordinated by Health Care providers only if required based off your assessment. Requisitions for imaging, blood work and referral can also be sent to you via the Portal. It is your responsibility to print these off.

 

How do I request a copy of my personal health information?
If you need a copy of your visit note, we can send you copy of your note via our secure Portal. When requesting a note, you will receive a text or email with a secure link and an access code. After clicking on the link, you will use the access code and your OHIP number (or other requested identifier) to download your requested information. Alternatively, if you provide your family doctor’s information when booking the appointment, we can fax a copy of your medical note to him or her with your permission.

 

How do I access the Portal?

To log into the Portal and to have an overview of the Portal, please click the Portal link in the main tool bar or click HERE.

 

Is there anything that the Health Care Providers may charge me for?
Health Care Providers may charge you for Virtual Care, sick notes, forms or other uninsured paperwork at their discretion. Please click HERE to see a list of potential uninsured services.

 

How is my personal health information kept safe and private?

Please see our Privacy Policy for more details.