FAQ/Support

What is Wello?

Wello is a service that brings you a dedicated team of nurse practitioners and medical care coordinators who work with you to meet your medical needs. You can talk to us about immediate concerns and health advice throughout your life. We offer phone and video consultations, as well as secure messaging and 24/7 on-call support for urgent care needs after hours.

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, 10am – 7:00 p.m. via phone and video visits. For Wello members, we offer phone consultations for urgent care needs 24/7 after hours.

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

Where is Wello available?

At this time, service is available to residents and businesses of Alberta, British Columbia, Manitoba, Ontario and Saskatchewan. For our members, Wello travels with you. We’re just a video or phone call away, no matter where you are.

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.

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.

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

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 offered by your pharmacy.

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.

How do you diagnose a patient?

The nurse practitioner will evaluate conditions and make appropriate recommendations. 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?

A sick note can be written up when appropriate in the patient’s chart and emailed to them within minutes.

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?

To access your patient portal, 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.

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.

Please call our office at 1-888-585-2120 to cancel your appointment or email us at hello@wello.ca if you cannot make your appointment.

How do I request an appointment?

You can:

Email an appointment request to hello@wello.ca

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 phone your Wello Medical Care Coordinator at 1-888-585-2120.

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.