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Frequently Asked Questions

Your questions answered.

Who are the Access Virtual doctors?
All Access 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.
Are the Access Virtual Doctors Canadian?
All Access 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.
What care can Access Virtual doctors provide?
The Access Virtual doctors can help you with a variety of adult and pediatric medical concerns, including but not limited to:

  • Cold & Flu Symptoms
  • Prescription Refills
  • Medication Reviews
  • Laboratory Investigations and Result Interpretations
  • Uncomplicated Urinary Tract Infections
  • Skin Issues, Rashes
  • Depression, Anxiety, Stress
  • Sexual Health
  • Sick Notes
Do Access Virtual doctors treat children?
In some cases the Access Virtual doctors can offer general pediatric care and counsel for children, toddlers, newborns, as well as expectant mothers. Come speak with our Care Coordinators to find out more.
Will I be paired with a Doctor from my province?
Of course. All patients are paired with local doctors who are actively practicing within their province. Upon scheduling an appointment, the Care Coordinator will tell you the name of your assigned doctor and can answer any province-specific care questions you may have.
Shouldn’t I see a doctor in person?
Patients and medical professionals are finding that advances in communication technology and live video conferencing have made virtual medical clinics an excellent option for treating most common ailments - providing you with an immediate response to your healthcare needs instead of requiring you to spend hours in crowded waiting rooms at Emergency Rooms or walk-in clinics, or on the phone trying to get an appointment with your family doctor.

Most acute illnesses experienced by children and adults, as well as chronic health conditions and mental health concerns can be treated very effectively by our nurses and doctors virtually.

Our physicians can provide lab requisitions and other diagnostic tests, as well as provide medication prescriptions and referrals to specialists if necessary, just like at any doctor’s visit. They will also use their professional judgment and refer you immediately to an emergency care facility should your condition require an in-person assessment.
Is Access Virtual a Canadian company?
Yes! The Access Virtual Clinic was established in 2014 in Vancouver, BC. Our parent company, Equinoxe LifeCare, has been providing medical, wellness and mental health services through their homecare programs based in Montreal for the last 30 years. We are proudly Canadian and will continue provide Canadians with our undivided medical attention and care.
I don’t have a medical care plan, what do I do?
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 your MSP coverage is inactive but you continue to reside in the province of British Columbia, you are able to pay privately for your visit with Access Virtual. The cost is $91 per consultation.

If you are a BC resident and aren’t sure if you have coverage, contact MSP today at 1 800 663-7100.

For international patients the cost is $91 per consultation.
Are Access Virtual consultations covered by my medical care plan?
For BC residents, all medically necessary visits over the Access Virtual platform are covered by the Medical Services Plan of BC.
Do I need a family doctor to use Access Virtual?
No. You do not need to have an existing family doctor to use Access Virtual. In fact, 50% of our users claim to rely solely on private care and emergency departments. Our doctors are equipped to provide, reliable, coordinated care, regardless of your existing circle of care.
Is Access Virtual meant to replace my family doctor?
If you have a family doctor, a virtual video visit with an Access Virtual physician can support and assist with the care that he or she already provides. To keep your records up to date, we can report back to your family doctor.

If you do not have a family doctor, Access Virtual physicians can provide many of the same services that a family doctor provides. We also have specialists on staff and can refer you to practitioners in your community for in-office visits when necessary.
What is a Care Coordinator?
Our Care Coordinators manage the various elements of your Access Virtual care experience to ensure that you are getting the best possible service. This includes retrieving, updating, and protecting your medical records, scheduling your appointments and follow-up procedures, setting up appointment reminders, answering all administrative questions, assisting with account concerns and much more.

Please feel free to ask our Care Coordinators any questions you may have, and they will be happy to help.
How quickly can I get help with Access Virtual?
Convenience is a key advantage of our online system. On average, you can connect with a Care Coordinator within 5 minutes, and a physician can often be seen right away, or by appointment the same day.
How do I connect with the doctor after ending my conversation with the Care Coordinator?
It’s easy. Our Care Coordinators will guide you and are happy to answer all the platform-related questions you may have.
Does Access Virtual have access to my medical records?
Not necessarily, but in certain situations, the Care Coordinators can contact your family doctor or other most recent place of care to access your past medical records.
Can Access Virtual manage my new medical records?
Yes. All your medical records are securely stored on our medical-grade health care software or in a secure Canadian EMR.

We can also help you manage your record coordination by providing you with complete, confidential access to all your appointment notes, requests, uploaded information, and records.
Are my medical records secure with Access Virtual?
Absolutely. Access Virtual uses medical-grade software designed specifically to host, manage, and protect confidential medical records. Our security system meets all Canadian Information Protection policies.
Can I use Access Virtual while I’m outside of Canada?
As long as you reside in British Columbia with active MSP health coverage, you can access Access Virtual from anywhere. However, please note that some external referrals and requests may not be possible outside of Canada.
What services are not covered by my medical care plan?
For BC residents, visits for the sole purpose of having paperwork filled out by a practitioner are not billable to your Medical Services Plan. Requesting lab tests that are not deemed medically necessary may also not be covered by MSP.
Can I use Access Virtual from my smartphone?
Absolutely! The Access Virtual App allows you to access the clinic and have video doctors’ visits wherever you are - without a computer. However, because the Access Virtual App requires users to have an account to login, new users must create an account using a web browser before utilizing the app.
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 Access Virtual. A video connection is required.
Can I request to see the same doctor every time?
Yes, you may request a specific doctor to best suit your needs. However, due to busy doctor schedules, you may sometimes have to wait longer to see a specific doctor. If you require the most immediate service, we suggest seeing the doctor who is available at the time. Your records will be available to your preferred doctor at the clinic as well.
What guidelines are Access Virtual doctors & Care Coordinators required to follow?
All Access Virtual 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 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 Care Coordinators follow the telehealth practice guidelines as well as the Access Virtual Administrative Policies and Procedures.

In addition, all Access Virtual 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 your care will have access to it, along with the quality assurance department. Your information is kept confidential and only used to assist in providing efficient and safe care.
Can Access 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 Access Virtual Doctors assist with mental health concerns too?
Yes, mental health problems have been found to be very effectively treated using live video conferencing. Seeking help can be difficult for those suffering from mental health issues, and our doctors can provide mental health counselling, referrals, advice, and much more in the comfort and privacy of your own home.
How secure is my information?
All Access Virtual employees are bound by the Federal healthcare privacy and confidentiality laws. The information is recorded in a secure database, and only those directly involved in your care will have access to it.

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