Frequently Asked Questions
How effective is virtual healthcare? Shouldn’t I see a practitioner in person?
Many conditions that are treated in walk-in clinics can be treated virtually through video conferencing. In fact, virtual clinics are able to effectively provide care to over 90% of people that visit their clinic. The practitioners are accustomed to assessing patients at a distance. They can prescribe lab requisitions and other diagnostic tests and provide medication prescriptions just like at an in-person visit. The physician will refer the patient to a clinic or emergency care should he or she judge that their condition requires an in-person visit. Conditions that our virtual clinic commonly treats are: • Cold, Flu, Fever • Sore Throat • Headache • Urinary Tract Infection • Skin Issues, Rash • Stomach Ache, Diarrhea, Vomiting • Mental Health - Depression, Anxiety, PTSD • Pediatrics - Fever, Rash, Respiratory Issues
Is EQ Virtual a Canadian company?
Yes! The EQ Virtual clinic was established in 2014 in Vancouver, BC. The parent company, Equinoxe LifeCare, has been providing medical, wellness and mental health services through their homecare programs based in Montreal for the last 25 years. They are proudly Canadian and will continue provide Canadians with their undivided medical attention and care.
Are the EQ Doctors Canadian?
All EQ Virtual practitioners are licensed to practice within the Canadian private or public medical systems. Patients are always connected to a practitioner licensed in the province in which they reside.
Will I be paired with a Doctor from my province?
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Of course. All EQ Patients are paired with local doctors who are actively practicing within their province. Upon scheduling an appointment, the Care Coordinators will tell the patient the name of their assigned EQ Doctor and can answer any province-specific care questions they may have.
I don’t have a medical care plan, what do I do?
For non-BC residences, EQ Virtual consultations are covered by most employer Health Spending Accounts. Residents may access care for $49 per consultation. EQ Virtual is not currently covered under provincial health insurance. All BC residents have a care card number that is eligible for MSP (Medical Services Plan) coverage. MSP covers eligible telehealth consultations for all BC residents. If a patient is visiting BC from outside the province, their visit may also be covered.
Are EQ Virtual consultations covered by my medical care plan?
Coverage options differ across the provinces. However, we work closely with insurance companies to provide virtual care as a paramedical service, as well. So the patient should ask their insurance provider if virtual care is covered under their plan, regardless of their location. For BC residents, however, all medically necessary visits over the EQ Virtual platform are covered by the Medical Services Plan of BC.For Ontario residents, consultations cost a flat rate of $49 each.For other province residents, the patient can connect with a Care Coordinator to discover their coverage options. Speaking to a Care Coordinator is free of charge for all Canadian residents.
Do I need a family doctor to use EQ Virtual?
No. The patient does not need to have an existing family doctor / general practitioner to use EQ Virtual. In fact, 50% of the users claim to rely solely on private care and emergency departments. The EQ Doctors are equipped to provide, reliable, coordinated care, regardless of the patient’s existing circle of care.
Is EQ Virtual meant to replace my family doctor?
If the patient has an existing family doctor, EQ Virtual physicians can support and assist with the care that he or she already provides. If the patient does have a family doctor, EQ Virtual physicians can provide many of the same services that a family doctor can provide. They also have specialists on staff and can refer patients to practitioners in their communities for in-office visits when necessary.
What is a Care Coordinator?
As the name suggests, a Care Coordinator helps to coordinate the various elements related to the patient’s EQ Virtual care experience, including: Retrieving, updating, and protecting their medical records, scheduling their appointments and follow-up procedures, setting up appointment reminders, answering all administrative questions, assisting with account concerns, coordinating medical plan coverage, and much more.
How long is the average wait time for a consultation?
If the patient has signed up for an appointment through the Sina Medical Clinic Calendar, they can see a doctor within a few minutes after logging into the EQ Virtual System at their appointment time.
What care can EQ Doctors provide?
The EQ Doctors can assist with a variety of medical concerns, including but not limited to: • Cold, Flu, Fever • Sore Throat • Headache • Urinary Tract Infection • Skin Issues, Rash • Stomach Ache, • Diarrhea, Vomiting • Mental Health - PTSD, • Depression, Anxiety • Allergies • Pediatrics - Fever, • Rash, Respiratory Issues • Prescription renewals & requests • Specialist requests • … and much more
Does EQ Virtual have access to my medical records?
Upon the patient’s request, the EQ Virtual Care Coordinators can reach out to their family doctor or most recent place of care to access their past medical records.
Can EQ Virtual manage my new medical records?
Absolutely. All EQ Virtual medical records of the patient are securely stored on a medical-grade health care software. They can also help the patient manage their record coordination by providing them with completing, confidential access to all of their appointment notes, requests, uploaded information, and records from EQ Virtual.If the patient has new medical records from an external health care provider, they can happily coordinate those, upon the patient’s request.
Are my medical records secure with EQ Virtual?
Absolutely. EQ Virtual uses medical-grade software designed specifically to host, manage, and protect confidential medical records. The security system meets all Canadian Information Protection policies.
Do EQ Doctors treat children?
Yes. All of the EQ Doctors can offer pediatric care and counsel for children, toddlers, newborns, and expectant mothers. If you would like to speak to a pediatric specialist, specifically, please make that known to the Care Coordinator during your initial visit.
What services are not covered by my medical care plan?
The range of care we are permitted to provide differs across provinces. Please connect with a Care Coordinator (free of charge). For more detailed information based on the patient’s provincial regulations. For BC residences, visits for the sole purpose of having paperwork filled out by a practitioner are not billable to the Medical Services Plan. Requesting lab tests that are not deemed medically necessary may also not be covered by MSP.
What if I don’t want to video conference? Can I just call, instead?
Telemedicine is defined as a face-to-face consultation between a practitioner and a patient, through a secure video conference. This is the service we offer here at EQ Virtual. A video connection is required.
Can I request to see the same EQ Doctor every time?
Yes. The patient may request a specific EQ Doctor to best suit their needs/comfortability. However, due to busy doctor schedules, they may have to wait longer to see a specific EQ Doctor. For the most immediate service, we suggest seeing the nearest available EQ Doctor and requesting that they share any new consultation information with your preferred EQ Doctor, for future reference.
What guidelines are EQ Doctors & Care Coordinators required to follow?
All EQ Doctors are obligated to work in accordance to their professional standards and codes, as established by the College of Physicians and Surgeons of Canada. Similarly, the EQ Nursing staff are obligated to work in accordance to their professional standards and codes, as established by each province’s Board of Nursing and Nursing Associations. The EQV Care Coordinators follow the Telehealth practice guidelines as well as the EQV Administrative Policies and Procedures. In addition, all EQV employees are bound by the federal healthcare privacy and confidentiality laws. The information provided is securely recorded in a database. Only the employees involved in the patient’s care will have access to it, along with the quality assurance department. But the information is kept confidential and only used to assist in providing efficient and safe care.
Can EQ Virtual help with my medical marijuana requests?
No. Canadian virtual care providers are not permitted to assist with medical marijuana requests, whatsoever. We apologize for any inconvenience that may cause.
Can the EQ Doctors assist with mental health concerns too?
Yes. We understand that seeking help can be difficult for those suffering from mental health issues. Fortunately, EQ Virtual allows patients to seek help from the comfort of their home. The EQ Doctors can provide mental health counselling, referrals, advice, and much more.