Support and FAQs

For information and support, please contact your health care provider.

FAQs

Virtual care is any interaction between patients and members of their circle of care occurring remotely using communication and information technologies. The aim is to facilitate and maximize the quality and effectiveness of patient care.
Virtual care may be offered by phone or videoconferencing.

A virtual appointment 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.

Virtual care reduces the need for patients to visit health care facilities in person, while still ensuring important access to services. It means patients don’t have to leave their house and go to busy waiting rooms and clinics, ensuring social distancing and continued access to health care services during COVID-19.

To get started, you will have a conversation with your health care provider to discuss if virtual care is an option for you.

If a health care provider does not think a patient or their condition is suitable for a virtual care appointment, arrangements should be made for an in-person appointment to ensure the necessary health care is provided.

For videoconferencing through the provincial Telehealth program, you will:
- Require 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.
- 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.
- Be required to test the compatibility of your internet connection with the device you plan to use (i.e. computer, cell phone, tablet, etc.). Click here to complete the Device Check.
If your health care provider is using another videoconferencing program, instructions and requirements will be provided to you prior to your appointment.

Virtual care video conferencing through the Telehealth program is encrypted and private and secure.

When your virtual care appointment is confirmed, you will receive an email invitation that contains instructions and links that will allow you to take part in your virtual care appointment.

It is recommended that you take steps to ensure your personal computer, mobile device, home internet, or Wi-Fi connection is secure. Please be aware of your surroundings and do not use virtual care technology in a public or unsecure environment (e.g. an airport or open area).
You should select a private location to take your appointment.

No.
Currently, the record feature is not available through the videoconferencing solution used by the Telehealth program.
If your health care provider is using another virtual care program, virtual care sessions should not be audio or video recorded without prior patient consent.

Your health care provider is required to document on your health record that you have provided consent to the service. They may also have other consent requirements which they will discuss with you.

No, there is no charge for virtual care in the public health care system, as long as you have a valid Newfoundland and Labrador MCP card.

When using and scheduling virtual care, patients may be asked to provide personal information or personal health information including:
- Name
- MCP
- Email address

If you have discussed a virtual care appointment with your health care provider, you are required to test the compatibility of your internet connection with the device you plan to use (i.e. computer, cell phone, tablet, etc.) before scheduling your appointment. Click here to complete the Device Check.

If your appointment is taking place via video conferencing through the Telehealth program, please ensure you have followed the steps on the Getting Set Up page and that you have tested your internet connection and ensured you have a compatible browser and device.
If your health care provider is using another virtual care program, they will have a discussion with you about requirements.
For all virtual care appointments, find a quiet and private place to take your appointment.

You will need to bring your MCP or Health Card, a list of medications and allergies, and any other important medical information.

Yes, you may choose to invite a support person to your appointment. If you would like to have another person join, please discuss it with your health care provider prior to your appointment.

You will receive a meeting invitation for your appointment to the email you provided to your health care provider. The email will contain directions on how to join the appointment at the scheduled time. Please join the virtual meeting 5–10 minutes before your appointment time.

No, participation in a virtual care appointment is completely voluntary and may be stopped any time. Please let your health care provider know if you feel uncomfortable. If you no longer want to participate in virtual care appointments, you will have the option to continue with in-person appointments.

The Newfoundland and Labrador Centre for Health Information is committed to protecting the privacy of individuals in compliance with the Access to Information and Protection of Privacy (ATIPP) Act and the Personal Health information Act (PHIA). Please see the Privacy and Security section for details on the protection of your information.

Virtual care appointment information is accessible to authorized health care providers as well those who require access to support virtual care. This may include staff that are scheduling appointments, or IT staff when necessary to troubleshoot technical issues. NLCHI has made every reasonable effort to ensure the security of the virtual care technology, however, NLCHI is not responsible for ensuring that a patient or provider’s personal computer, mobile device, home internet, or Wi-Fi connection is secure.

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