Support Contacts and FAQs

For service, information, and 24/7 technical support, please contact:

Support Contacts 

Telehealth Technical Support

Scheduling Support  

General Telehealth Inquiries

For all other inquiries

TELUS Support Services for Med Access Solutions


What is virtual care?

  • Virtual care is any interaction between patients and/or members of their circle of care, occurring remotely, using any forms of communication or information technologies, with the aim of facilitating or maximizing the quality and effectiveness of patient care.
  • Virtual care may be offered by phone or videoconferencing.

How does a virtual care appointment work?

  • Virtual care is in many ways just like a regular appointment, but it uses a phone call or videoconferencing to connect a patient to their doctor or health care provider.

What are the benefits of virtual care?

  • Virtual care reduces the need for patients to visit health care facilities in person, while still ensuring important access to services.

What solution is recommended for virtual care?

  • The Newfoundland and Labrador Centre for Health Information’s CISCO Jabber platform is recommended for videoconferencing by the Government of Newfoundland and Labrador.
  • There are also other virtual care solutions available. Click here to learn more about the other options available.

What is the Telehealth Program?

  • Newfoundland and Labrador has used virtual care programs to improve the delivery of health services for over 30 years, including the Telehealth program. Telehealth is a program provided by the Newfoundland and Labrador Centre for Health Information and uses videoconferencing technology to connect health care providers with patients.

I am a health care provider. How can I sign up for virtual care?

What happens once I submit the virtual care intake form for CISCO Jabber?

  • Once you have submitted your registration form, someone from the Telehealth program will contact you to help set up the CISCO Jabber software and ensure you are ready to offer virtual appointments.

How long will it take to get Telehealth setup?

  • The Telehealth setup will take approximately one week. Once your registration form has been submitted, someone from the Telehealth program will contact you within 24–48 hours. In the following 48 hours, someone will follow up to arrange a test call to ensure you have downloaded the necessary software.

What equipment will I need to provide virtual care?

  • For Telehealth, health care providers will require access to a device such as a personal computer, tablet, or mobile phone that has a camera and speaker, a secure Internet or Wi-Fi connection, and the CISCO Jabber software (which you will be required to download).
  • Providers will also require access to one of the following internet browsers: Chrome version 28+, Firefox version 22+, Apple Safari 11.1+ on macOS and iOS, or Microsoft Edge version 12+. Please note that Internet Explorer is not supported.
  • You should also test the compatibility of your internet connection with the device you plan to use for your appointments.
  • For Med Access EMR users, current virtual care offerings integrated with Med Access require the Med Access software platform and have the same hardware requirements as listed above.

Are virtual appointments eligible for payment through MCP?

  • Virtual appointments (video or telephone) are eligible for payment through MCP if you are a fee-for-service physician.

How do I bill for a virtual care appointment?

  • For more information about MCP billing, please click here. To use the Facility Based Telemedicine codes at an approved site established prior to COVID-19, you must be pre-approved by the Telehealth program. Please refer to the Provincial Telehealth Manual or reach out to the Telehealth program for more information.

I am new to virtual care. Are there training materials and resources available to me?

Is virtual care secure?

  • Virtual care through video conferencing programs such as Telehealth are encrypted and private and secure.

Should I ensure my devices and/or connections are secure before holding a virtual care appointment?

  • We recommend you take steps to ensure your personal computer, mobile device, home internet, or Wi-Fi connection are secure.

Can I use videoconferencing technology in public or in an unsecure environment?

  • Please be aware of your surroundings and do not use personal videoconferencing technology in a public or unsecure environment (e.g. an airport or public area).
  • It is also important to remember that patient privacy and confidentiality must be maintained when selecting your physical location for appointments.

How do I schedule virtual care appointments?

  • Telehealth appointments are scheduled using iScheduler, the provincial Telehealth scheduling system. iScheduler allows health care providers and support staff to directly schedule home based appointments, request facility-based appointments, and view their scheduled video appointments.
  • Those health care providers who do not have access to iScheduler, can send an online request or print and fax their form.
  • If you are a Med Access user, please contact TELUS for more information.

How will I know when an appointment is scheduled?

  • Once an appointment is booked in iScheduler, both the provider and the patient will receive email notification. This notification contains the following:
    • Connection information (a link for use at time of appointment)
    • Step-by-step instructions
    • Internet bandwidth test
    • Post appointment survey for health care providers and patients
  • If you are a Med Access user, please see further information from TELUS.

Can I record a virtual care session?

  • Currently, the record feature is not available via CISCO Jabber.
  • If you are using another virtual care solution, please note that virtual care sessions should not be audio or video recorded without prior patient consent, and through approval obtained from Newfoundland and Labrador Centre for Health Information (NLCHI).

Do I require patient consent to host a virtual care appointment?

  • When you host a virtual care session you are required to document on the health record that the patient has consented to the service. Please refer to your regulatory body for additional requirements regarding consent.

Is there a cost for patients to attend a virtual care appointment?

  • There is no charge for virtual care, as long as patients have a valid Newfoundland and Labrador MCP card.

Will I collect personal health information from patients participating in virtual care?

  • When using and scheduling virtual care, patients may be asked to provide personal information or personal health information including:
    • Name
    • MCP
    • Email address
  • This information will be used to schedule appointments and to contact patients, if necessary. Any other use of this information must comply with the ATIPP Act and the PHIA.

What information/technology will my patients require to take part in virtual care?

  • Patients will require a personal email address, access to a device such as a personal computer, tablet, or mobile phone that has a camera and speaker, and a secure Internet or Wi-Fi connection.
  • Patients will also require access to one of the following internet browsers: Chrome version 28+, Firefox version 22+, Apple Safari 11.1+ on macOS and iOS, or Microsoft Edge version 12+. Please note that Internet Explorer is not supported.
  • In addition, patients are required to test the compatibility of their internet connection with the device they plan to use (i.e. cell phone, computer, tablet, etc.). The Device Check ensures there is internet compatibility with the software.

Can other people join my patient for their virtual care appointment?

  • Patients may choose to invite a support person to their virtual care appointment. This should be discussed prior to the appointment.

Who should I contact for technical support?

I am an eDOCSNL Med Access user. Is Telehealth integrated with my EMR?

  • Telehealth is not integrated with the Med Access EMR.
  • There are currently two Med Access-integrated solutions available (Video Visits through the core application and Health Myself Virtual Visits). These are TELUS solutions and not specifically endorsed by NLCHI at this time.

Are there virtual care solutions that are integrated with my EMR?

  • Yes, there are currently two offerings available. Med Access EMR users can sign up for Video Visits through the core application and Health Myself Virtual Visits.