FAQ

I have a question. How can I contact Wello?

Please call our Wello Care Coordinator at 403-648-2150, or send an email to

hello@wello.ca.

What is Wello?

Under the Wello service, our dedicated team of Nurse Practitioners and Care Coordinators will work closely with you to meet your medical needs – whether they are for an immediate situation or for health advice throughout your life. We offer phone, video, and in-person consultations.

What should I not use Wello for?

If you are in a life-threatening emergency situation, call 911. Otherwise, we are here to help, Monday through Friday, 10 am – 7:00 pm through video or home visits. For clients that are part of a Wello membership program, we offer phone consultations for urgent care needs 24 hours, 7 days a week.

Wello Nurse Practitioners do not: prescribe narcotics, or controlled substances; complete disability insurance claims; nor do they process any Workers Compensation Board materials.

Who is eligible for this service?

Our service is available for residents of Alberta – families and individuals. We accept payment from those who are 18 years of age or older. If you are under the age of 18, please consult your parent or guardian. Learn more about our family and individual membership plans.

Where is Wello available?

At this time, Wello is available for Alberta residents only. But we will be expanding soon! For Alberta residents, Wello goes with you. We are just a video or phone call away, no matter where you are in the world.

How is payment taken?

All payments can be made through our Website. Simply click “register” on our home page, select the type of service or membership you would like to receive, and enter your payment information.

Is Wello covered under Alberta Health care? Is it billable under corporate insurance accounts?

Alberta Health Care currently does not reimburse Nurse Practitioners for medical consultations. Most medical fees and memberships are covered under health spending accounts or other benefits. Please consult your insurance provider to confirm if they will cover your fees.

Can I use Wello when I’m out of the country?

Yes, we offer out of country services to Alberta residents! Our video portals are available Monday – Friday, 10 am – 7 pm MST. Please ensure you have a stable internet connection for the call. Home visits are limited to within the Calgary city limits. All clients who are part of our membership programs may also call our Care Coordinator anytime at +1-403-648-2120.

How does Wello communicate with my family doctor? Does the service replace my family doctor?

We are not a replacement for your family doctor. If you choose to provide your written permission for us to do so, we will work in conjunction with your family doctor and complement their services. This team-based approach allows us to collaborate on treatment and share relevant information, when necessary, in order to better serve you. However, if you do not have a family doctor, we can also provide many of the services you may need.

What are Nurse Practitioners? What conditions can they diagnose and treat?

Nurse Practitioners are Registered Nurses (RNs) who have undertaken graduate education and training in advanced clinical practice. Nurse practitioners conduct comprehensive health assessments, diagnose health / illness conditions, treat and manage acute and chronic illness within a holistic model of care. They order and interpret screening and diagnostic tests, perform procedures, prescribe medications and therapeutic interventions, and provide specialist referrals. All nurse practitioners follow guidelines from their professional body.

Can I request a specific Nurse Practitioner?

At this time, our primary goal is to connect you with the first available Nurse Practitioner as soon as possible.

Our NP’s work together as a team, each of them will have access to your individual health record and information available through the secured and private electronic medical record (EMR).

How far will Wello nurse practitioners travel?

Our nurse practitioners will visit you in your home or office, anywhere within Calgary city limits. Video visits and phone calls are a great option if you’re outside of Calgary.

Is there a limit to what the Wello Nurse Practitioner can do?

Nurse practitioners are able to do much of the primary care that can be done by a family doctor.  There are some medications, specialized tests and form completions that will require a physician be involved.

How do I order and receive prescriptions?

Your prescription will be faxed to your pharmacy of choice where you can pick it up at your earliest convenience.

Or if your prescription is filled before noon, you can choose same day free delivery service. After 12 pm, we can have the prescription delivered free to your front door.

Is telephone and video healthcare safe and effective?

Telemedicine is safe and effective. Our Nurse Practitioners can accurately diagnose many common illnesses and injuries without a hands-on examination. Examples include, but are not limited to: abrasions, bruises, and minor cuts; acne; allergies, upper respiratory infections; bacterial vaginosis; insect bites and stings; nasal congestion, flus, fever, and sore throats; nausea, and vomiting; diarrhea; erectile dysfunction; frostbite, hives, and skin infections; sinus infections; headaches and migraines; insomnia; pink eye or itchy eyes; lice; prescription refills; sprains and strains; urinary tract infections (UTIs); travel medications; and many more. They are also able to write sick notes for school or work, when appropriate.

When my data is stored on the Wello Patient Portal servers, is it safe and secure?

It is the duty of our Privacy Officer and team at Wello to protect your health information by ensuring we comply with the Health Information Act and Alberta’s Freedom of Information and Protection of Privacy Act. Our team safeguards all data so that it is safe, secure, and encrypted. Our privacy policy describes our commitment to protecting your privacy. We encourage all of our clients to read this policy in detail. All clients have full control and ownership over their personal health information at all times. Our staff does not share any medical information without explicit client consent.

How do I cancel/terminate my services with Wello?

For monthly subscriptions, an e-mail cancellation to hello@wello.ca at least five business days before your next billing date will result in no further recurring billing. If less than five business days’ notice is given, you may be billed for one more month of service. Should you decide to fully cancel your service with Wello, you can still use the service for the additional time covered by your last payment, until it lapses. After cancellation, you can return at any time, or choose the pay-per-visit structure.

You can cancel a pay-per-visit service one hour prior to receiving the service and through email, at hello@wello.ca. A refund will be processed within approximately five business working days of cancellation.

What if I miss or cancel a home visit or video appointment?

Please be aware that if you cancel or miss your Wello appointment, the following policies will apply: If you do not cancel one hour prior to your scheduled home or video visit, or you miss it completely, you will be charged for your missed appointment. Please call our office at 403-648-2150 to cancel your appointment or email us at hello@wello.ca, if you cannot make it.

How do I request an appointment?

There are numerous convenient ways for a patient to request an appointment:

  • Call the Care Coordinator at 403-648-2150
  • Log into your account from www.wello.ca
  • Email an appointment request to hello@wello.ca

I am registering my family for Wello. Should each of us create a login?

When registering Keep it simple! Add your family member to your account. Please note that non-dependents entries will be prompted to enter a personal email address to receive an invitation to the service and also to ensure client confidentiality.

How do I update my Wello profile information?

To update your information including your medical information, add or remove family members, and change your address, simply send us a secure message from within your Wello account. You can log in here.

I want to change my credit card information. How can I do that securely?

You can make changes to your credit card information by phoning your Wello Care Coordinator at 403-648-2150, or by sending us a secure message from your Wello account. Log in here.

As a client of Wello, is there an ability for me to recoup some of my Wello expenses?

Yes! There is an option to either claim Wello expenses on a health spending account or on income taxes as an expense. In particular, nurse practitioners are listed as authorized medical professionals by the Canada Revenue Agency. This means that our clients can claim Wello medical expenses on their income taxes. As well, most corporate Health Spending accounts include coverage for nurse practitioner services. If you are unsure of whether your health benefits provider includes coverage for Wello, please check with them directly for further details. Please note a client cannot claim Wello expenses on both their income taxes and health spending account.