Health and wellness support for you and your family.

No. Your account is paid for by your plan sponsor, so all primary care services are available at no cost to you and your immediate family members. Should you want to book an appointment with one of our allied health specialists, you will be asked to pay for the session. Once the payment has been accepted, you will be sent an email receipt which you can use to claim through your personal benefit/insurance coverage.

Your TELUS Health Virtual Care membership lasts for as long as you are covered by your plan sponsor.

LifeJourney is an evolution of an employee assistance program (EAP) designed to help support all aspects of your health and wellbeing. LifeJourney offers 24/7 virtual access to compassionate care advocates who are there to support you with guidance and personalized care paths throughout your wellness journey. Your employer may have provided you with access to LifeJourney in addition to virtual care. If you would like more information about the service, please download this LifeJourney FAQ.

Yes. TELUS Health Virtual Care is available across the country, in every Canadian jurisdiction. The service is available in French and English, 24/7.

You can only use our virtual services within Canada. This is a restriction advised on all Canadian virtual care providers as of early 2021.

Yes, TELUS Health Virtual Care works with registered nurses, nurse practitioners, therapists, and other healthcare professionals who are licensed to work in the provinces they serve.

You can use it as often as you need.

We are available 24/7. You can speak at any point in time with a healthcare practitioner. Appointments with allied health professionals are scheduled during business hours.

If you have received an activation email titled “Welcome to TELUS Health Virtual Care,” simply follow the steps outlined in the email, or the How to Activate Your Account step-by-step guide your plan sponsor may have provided.

If your plan sponsor sent you an activation email and you now cannot find it, you can download the app from the App Store or Google Play by searching for “TELUS Health Virtual Care” and follow the instructions to create your account.

If your plan sponsor or benefits provider requires the use of group number and a personal identifier to register for your TELUS Health Virtual Care account, then you can follow the steps to register at https://virtualcare.telushealth.com/welcome or by downloading the mobile application from the Apple or Google Play store, and clicking “Become a member”.

If any point you need help registering, please contact [email protected].

If you have forgotten your password, enter your email here to receive your unique password reset link.

Alternatively, if you would like to change your password, sign into your account and click on the change your password link in the Profile tab.

Yes, all accounts include coverage to your spouse/partner and dependent children under the age of 26 whose permanent address is the same as yours. Please note, this service is not applicable to any other family members living with you other than the members previously stated (i.e. parents).

Yes. All the TELUS Health Virtual Care practitioners can offer general pediatric care and counsel for children, toddlers, newborns, as well as expectant mothers. If you would like to speak to a pediatric specialist specifically, please let the care manager know.

Primary mental health support is available 24/7 and on-demand, so that you can get the help you need at any time and without an appointment. Our nurse practitioners and doctors are available to provide you with primary mental health support by text and video as soon as you need care.

You can also book an appointment with one of our mental health specialists; these video therapy sessions will be done directly on the app but require an appointment, which incurs additional costs. You can book an appointment by speaking to one of our care managers, who will help you identify the specialist who is the best match for your needs. Our care managers will always tell you of the costs when you book your appointment.

Our team of specialists currently includes registered social workers, psychologists, psychotherapists, clinical counselors, dietitians and physiotherapists. Please check the app or initiate a consultation to confirm availability in your province.

TELUS Health Virtual Care is currently available for Android 6.0 and above, and iOS 11+ for iPhone 5s and above. A web-based version that works on most desktop computers is also available. For web based applications, please visit virtualcare.telushealth.com/patient.

NPs’ scope of practice is very broad: they can prescribe new and refill medications, refer users to specialists, submit lab requisitions, diagnose, and provide general medical advice.

NPs are the centre of the Virtual Care compassionate care model, offering unrushed, thorough and personal consultations on the platform via chat or video.

No, TELUS Health Virtual Care is not a replacement for your family doctor, nor will your family doctor be penalized if you use our service. If you provide consent, we will keep your family doctor updated on any changes to your health as you use TELUS Health Virtual Care.

All sensitive data is encrypted and stored in data centres located in Canada. Unlike services like FaceTime or Skype, video consults on TELUS Health Virtual Care are end-to-end encrypted, and instant messages are treated as part of your medical record in strict compliance with provincial and federal privacy laws.

We work with a number of full-time and part-time nurse practitioners to provide coverage across several provinces. Our healthcare practitioners are paid by the hour, meaning their only incentive is to provide the best possible quality of care - there is no incentive for them to rush through consults.

Virtual care should not be used for emergencies – in the case of an emergency, call 911 or go to your nearest emergency department.

Virtual care should not be used as your primary clinician for chronic disease, cancer, or other complex care conditions. We can help where appropriate, but do not replace your primary care doctor and specialists.

Lastly, our virtual care clinicians do not prescribe narcotics or controlled substances via the app.

Video consults are used to validate identity and as part of certain clinical diagnostic tests and exams. If you are asked to do a video consultation by a clinician but are not in a private enough space, please feel free to re-engage with the clinician when you are in a private space.

Video consults are also always used when parents initiate a consultation for their children. The video helps the clinician confirm the child’s identity as well as assess their symptoms, and look for anything the parent may have missed.

Follow up care, such as requisitioning of prescriptions, are initiated and overseen to completion by our care team. They will be sent directly to the patient's preferred pharmacy or location.

Yes, you may request a specific TELUS Health Virtual Care practitioner to best suit your needs. However, due to busy schedules, you may sometimes have to wait longer to see a specific practitioner. If you require the most immediate service, we suggest seeing the practitioner who is available at the time, and requesting that they share any new consultation information with your preferred practitioner for future reference.