Virtual Urgent Care

How do I decide which visit type (video or audio call) is appropriate for me?

The video option will increase the likelihood that the doctor will be able to resolve your concern without an in person visit. We understand if you do not have access to the internet or are unable to use the video option and will try our best to resolve your concern over the phone.

What happens during a virtual visit?

Virtual care visits are similar to in-person visits that you would normally have with your health care provider. During a virtual care visit you may discuss your current health status and a physician will answer questions about your care or condition. If the physician feels you need a physical examination, you may be directed to the closest hospital.

How long will it take to get an appointment?

You will usually be able to get an appointment same day, however, you can book an appointment up to 48 hours in advance. If all the appointment times are filled, please check back later to book an appointment for the following day. As a reminder, if you require care and there are no time slots available, please come directly to the Emergency Department.

Can the Virtual Urgent Care physician refer me to a specialist?

Yes, if the physician feels it is appropriate, they will refer you to a specialist within Osler.

Will my family physician receive a record of my Virtual Urgent Care visit?

Yes, you will be asked for your family physician’s name and they will automatically receive an electronic summary of your Virtual Urgent Care visit.

What if I need an interpreter?

If you think you will need help with language interpretation during your virtual appointment, you can choose to have a family member or friend with you during the appointment. If no one is available or you wish to keep your meeting private, let us know. The physician can use a confidential ‘over-the-phone’ interpretation service to assist you both during your appointment.

How does the Virtual Urgent Care service work?

Appointments are available seven days a week on a first-come, first-served basis. You can book same-day appointments based on availability by completing the online form. Instructions are provided to guide you through the process. The date and time of your appointment will be confirmed with you via your preferred method of communication, (i.e. email or text message) and you will be given instructions on how to prepare for your virtual visit.

What conditions, illnesses or injuries will be seen through Virtual Urgent Care?

Some examples of conditions, illnesses or injuries that might be seen through Virtual Urgent Care include:

• Non-life threatening illness or injuries
• Minor injuries including cuts and sprains
• Abdominal pain, nausea, vomiting, diarrhea or urinary tract infection
• Cough, nasal congestion, cold symptoms
• Questions about COVID-19 symptoms

Virtual Urgent Care service physicians will assess your condition and, when necessary, order diagnostics (e.g., x-ray, CT scan or lab tests), prescribe drugs or treatment, and/or refer you to another specialist. If the physician feels a physical examination is necessary, they may direct you to the closest Emergency Department.

Can I book an appointment for my child?

Osler’s Virtual Urgent Care services are available to individuals three months of age or older. To register, you must provide a date of birth and parents/caregivers can register on behalf of their child. If you require urgent care for your child, please go to the Emergency Department.

Do I need to have OHIP coverage to make an appointment?

Yes, virtual care visits are covered by the Ontario Health Insurance Plan (OHIP) and you will need to provide your OHIP card number when making your appointment. If you do not have OHIP and feel like you need urgent medical care, please go to an Emergency Department.

How can I be assured of privacy and confidentiality?

At Osler, your privacy is of the utmost importance to us. Similar to an in-person visit, any information you provide to your health care practitioner during your virtual care visit is confidential and secure. If you have any questions about your privacy, please contact Osler’s Privacy Office at privacy.office@williamoslerhs.ca.

Will my virtual care appointment be recorded?

Osler values and holds patient privacy and confidentiality to the highest standard. We don’t record or endorse recording of the visit.

Can I record my virtual care appointment?

We understand there may be reasons why you might want to record the appointment. In those instances, please speak to the physician first to discuss recording the visit and any alternatives.

What should I do if I am having technical difficulties booking an appointment or connecting with a physician at my scheduled appointment time?

After you’ve completed your booking, you will be sent instructions on how to access your virtual appointment.

Unfortunately, technical problems occur at times. If you are unable to connect to your scheduled appointment, we encourage you to seek other options for your medical care.

The tips below will help you to ensure a successful connection.

If joining from a computer or laptop:

• Test your connection before your scheduled appointment by going to the Zoom test page to ensure everything is working properly. The minimum requirements to access a Zoom meeting are:
  
  • Good internet connection
  • Speaker and microphone
  • Webcam/camera
• When you are ready to join the meeting, please click on the link sent to you in your email invitation.
• From there, you will be taken to the Zoom website where you will need to select ‘run’ in the pop-up window that appears to be able to launch the application.
• Once you do this, you will be directed to a ‘waiting room’ to wait for the physician to admit you to your appointment.
• Once the physician admits you to the appointment, you will be asked to join with computer audio.

If joining from a smart phone or tablet:

• You will need to download the Zoom app ahead of your scheduled appointment from either the App Store or Google Play Store depending on the type of device you have.
• When you are ready to join the meeting, please click on the link sent to you in your email/text invitation.
• From there, you will be directed to a ‘waiting room’ to wait for the physician to admit you to your appointment.
• You will then be asked to give permission for Zoom to access your camera and microphone, please click ‘ok’.

If you are having difficulty creating an account or booking an appointment, please report the issue by sending an email to VUC.Appointments@williamoslerhs.ca.