FAQ/Support

What is Wello?

Wello Virtual Healthcare provides employees with a direct and friendly access to healthcare and wellness via phone or video chat – from anywhere in Canada.

Our team of in-house clinicians help employees skip the line at the doctor’s office when they need quick access to:

  • Medical diagnosis and
  • Prescriptions and requisitions
  • Specialist referrals
  • Mental health support
  • Chronic illness management and prevention
  • Health coaching and advice
  • Help to navigate the Canadian healthcare system

Please note: Wello will no longer be prescribing controlled substances or sleeping assistance medications over the phone. This is for our clients overall safety as well as keeping with provincial guidelines for safe prescribing. Wello NP’s are able to counsel patients regarding this medications and if they would be indicated, but can’t prescribe in the telemedicine setting.

Wello is also unable to initiate any medications for mental health concerns. Wello can provide assessments and resources, but can only refill medications when medically appropriate. If you feel like you might benefit from some mental health support, please contact Wello and we can help assess and determine the next steps for you.

  • Controlled and scheduled substances will not be prescribed through telemedicine.
    –         Examples: Pain management – codeine, morphine derivatives, etc.; Stimulants – Adderall, Ritalin, Concerta, Dexedrine; Benzodiazepines and non-benzodiapines – Ativan, zopiclone, sublinox.
  • Sleep assisting medications will not be prescribed through telemedicine.
    –         Examples: Ativan (lorazepam), Immovane (zopiclone), etc.
  • Psychotropic medications will not be initiated through telemedicine. However, if one is already on the medications, if medically appropriate, the NP may refill the medication from one to three months

For any of the above medications not prescribed through telemedicine, please refer to your family provider in person for prescriptions.

 

Sick notes

Wello is able to help you with sick notes when they come up. The NP may be able to give you up to 5 days at a time, but this will be determined on an individual basis.  Please note, that we will make note to your employer that this was a telemedicine visit so sometimes might be more appropriate to be seen in person based on your illness. Accident Reporting-  Please note that many disability forms required physical assessments for completion.  The limitations of telemedicine and liability make it difficult for Wello NPs to start any of these forms.    If you require any type of disability, WCB type claim please note we will be unable to complete these forms.

 

Healthy people do amazing things.TM

COVID-19 Resources

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I am a Wello member and have a question. How do I contact Wello?

If you are a member and require healthcare support please log into your account.

If you require immediate medical attention, please call 911 or visit the emergency room at your nearest hospital.

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, 8am – 9pm (local time) and weekends from 8am to 5pm (MST) via phone and video visits. After hours, we offer on-call phone consultations for urgent care needs.

Wello Nurse Practitioners do NOT prescribe narcotics or controlled substances, complete disability insurance claims, or process any Workers Compensation Board requests.

Notes:

*Wello is not here to replace your family physician but to act as a collaborative support system.

*Wello will only make medication prescriptions based on what is medically appropriate

When is Wello available?

Wello is available 24/7, and just a video or phone call away. Book your appointment today: wello.ca/login

If you are in a life-threatening emergency situation, call 911.

Where is Wello available?

Wello is available to all Canadian residents and businesses coast to coast.

We’re just a video or phone call away. Book your appointment today: wello.ca/login

Do you need to be over 18 years of age to use Wello?

For personal or family plans, payment is accepted from those who are 18 years or older. If you are under 18, please ask your parent or guardian.

Is Wello covered under provincial healthcare? Is it billable under corporate insurance accounts?

Provincial healthcare currently does not cover our nurse practitioner virtual healthcare consultations. For personal memberships, most Wello consultations and membership fees are covered under health spending accounts or other benefits.

Please ask 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 our members. Make sure you have a stable internet connection for the call.

After hours, we offer on-call urgent care phone visits 24/7 for Wello members.

How does Wello talk to my family doctor? Does the service replace my family doctor?

We’re not a replacement for your family doctor. With your written permission, we’ll 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, to better serve you. However, if you don’t 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.

Notes:

*Wello is not here to replace your family physician but to act as a collaborative support system.

*Wello will only make medication prescriptions based on what is medically appropriate

What can a Wello Nurse Practitioner prescribe?

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 to be involved.

Wello is not here to replace your family physician but to act as a collaborative support system.

Wello Nurse Practitioners do NOT prescribe narcotics or controlled substances, complete disability insurance claims, or process any Workers Compensation Board requests.

(Wello will only make medication prescriptions based on what is medically appropriate)

Wello will no longer be prescribing controlled substances or sleeping assistance medications over the phone. This is for our clients’ overall safety as well as keeping with provincial guidelines for safe prescribing. Wello NP’s are able to counsel patients regarding these medications and if they would be indicated, but can’t prescribe in the telemedicine setting.
Wello is also unable to initiate any medications for mental health concerns. Wello can provide assessments and resources, but can only refill medications when medically appropriate. If you feel like you might benefit from some mental health support, please contact Wello and we can help assess and determine the next steps for you.
·        Controlled and scheduled substances will not be prescribed through telemedicine.
–         Examples: Pain management – codeine, morphine derivatives, etc.; Stimulants – Adderall, Ritalin, Concerta, Dexedrine; Benzodiazepines and non-benzodiapines – Ativan, zopiclone, sublinox.
·        Sleep assisting medications will not be prescribed through telemedicine.
–         Examples: Ativan (lorazepam), Immovane (zopiclone), etc.
·        Psychotropic medications will not be initiated through telemedicine. However, if one is already on the medications, if medically appropriate, the NP may refill the medication from one to three months
·        For any of the above medications not prescribed through telemedicine, please refer to your family provider in person for prescriptions.

Sick notes-    Wello is able to help you with sick notes when they come up. The NP may be able to give you up to  5 days at a time, but this will be determined on an individual basis.  Please note, that we will make note to your employer that this was a telemedicine visit so sometimes might be more appropriate to be seen in person based on your illness.

Accident Reporting-  Please note that many disability forms required physical assessments for completion.  The limitations of telemedicine and liability make it difficult for Wello NPs to start any of these forms.    If you require any type of disability, WCB type claim please note we will be unable to complete these forms.

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 nurse practitioners work together as a team. Each will have access to your individual health record and information available through the secured and private electronic medical record (EMR).

How long does a visit typically take?

A phone call/video visit is typically scheduled for a 15-minute time block. If you require extra time, we will arrange another mutually agreeable day/time to get in contact. We believe it’s important for a client to have a full understanding of their results/condition.

How do I order and receive prescriptions?

Your prescription will be faxed to your pharmacy of choice where you can pick your medication up at your earliest convenience or access same-day free delivery service if it is offered by your pharmacy.

 

Note: Wello will only make medication prescriptions based on what is medically appropriate

Do you work with pharma patient assistance or provincial assistance programs?

We have the ability to send in special authorization requests to cover the whole or partial cost of more expensive medications that aren’t typically covered.

We can refer you to social assistance to discuss funding options. You may also contact the drug company directly to discuss options.

Is telephone and video healthcare safe and effective?

Virtual healthcare, sometimes called telemedicine or on-demand medical care, is safe and effective. Our Wello 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; 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.

For personal and family accounts, is there the 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.

Nurse practitioners are listed as authorized medical professionals by the Canada Revenue Agency. This means that our patients 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.

How do you diagnose a patient?

The nurse practitioner will evaluate conditions and make appropriate recommendations either over the phone or secure video consultation. They will diagnose and treat the patient, ordering lab work and diagnostic imaging or prescribing and making a referral when medically necessary.  

If a diagnosis cannot be made, we will refer you to your family doctor or another healthcare provider for non-urgent concerns For more urgent issues, we will refer patients to an urgent care centre.

What about sick notes?

Wello is able to help you with sick notes when they come up. The NP may be able to give you up to  5 days at a time, but this will be determined on an individual basis.  Please note, that we will make note to your employer that this was a telemedicine visit so sometimes might be more appropriate to be seen in person based on your illness.

Accident Reporting-  Please note that many disability forms required physical assessments for completion.  The limitations of telemedicine and liability make it difficult for Wello NPs to start any of these forms.    If you require any type of disability, WCB type claim please note we will be unable to complete these forms.

Can you order diagnostic tests and receive results?

We can order diagnostic tests such as x-rays, ultrasounds or MRIs to confirm a diagnosis or follow up on an issue/abnormality. We send the requisition via email to patients directly, and follow up when results are received. We also upload the results to the portal or email it to you upon request so you can have a copy for your records.

Can you make medical referrals to a specialist?

If a specialist referral is medically necessary, we will write up a referral letter and fax it to the specialist’s office.

When my data is stored in the Wello patient portal, is it safe and secure?

Our team safeguards all data so that it is safe, secure, and encrypted. We are fully compliant with the Health Information Act, and our privacy policy describes our commitment to protecting your privacy.

We encourage all of our members to read this policy in detail. All members 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. We have a Privacy Officer available for any questions.

Are all existing records of my health kept in the patient portal?

Any information obtained through a Wello Nurse Practitioner will part of your Wello medical record. Information added to the portal needs to be requested at the discretion of a Wello Nurse Practitioner

How do I access my patient portal?

If you are a current member you may log into your account here.

If you are not a member, you’ll need to request access to create a PIN and a new account. You can do this through an email or phone request after your appointment with a nurse practitioner.

If you have questions, you may contact our team via email during business hours: hello@wello.ca

How do I cancel or terminate my services with Wello?

For monthly subscriptions, email hello@wello.ca at least five business days before your next billing date. This will result in no further recurring billing.

If less than five business days’ notice is given, you may be billed for one additional month of service. 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 by email at hello@wello.ca. A refund will be processed within approximately five business working days of cancellation.

Corporate accounts require a one-year contract and can be terminated by either party with 60 days notice. No fees are incurred aside from those already owing for service.

What if I miss or cancel an appointment?

If you do not cancel one hour prior to your scheduled video visit or you miss it completely, you will be charged for your missed appointment.


If you are unable to make your apppointment and need to cancel or reschedule it, please Log in to send us a secure message within your Wello account or email our Wello Medical Care Coordinator at hello@wello.ca 

Our hours of operations are 7am to 9pm local time.

How do I request an appointment?

You can:

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

We like to keep things simple. You can add family members to your own account. Please note that non-dependents will be asked to provide a personal email address to ensure client confidentiality. They will receive an invitation to the service.

How do I update my Wello profile information?

Log in to send us a secure message within your Wello account. You can

 

  • Update your information including medical information
  • Add or remove family members
  • Change your address

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

Log in to send us a secure message within your Wello account. Or you can email our Wello Medical Care Coordinator at hello@wello.ca