You’ve got questions. We’ve got answers.
We’ve grouped our most common questions into 5 categories. Please use the categories to find the answer to your questions. If you do not see the answer to your question below, please contact our team directly at info@advicahealth.com.
*Remember: Advica Health is not an emergency service. If you are experiencing a physical or mental health medical emergency, please dial 911 or go to your local hospital.
A Healthcare Navigator is a specialized health care provider, usually a Professional Nurse, who is focused on facilitating patient-centred access to care and services.
Advica Health and our service partners follow the highest standards when it comes to storing and protecting your personal health information, both electronic and otherwise. We follow PHIPPA (Personal Health Information Protection Act) and PIPEDA (Personal Information Protection and Electronic Documents Act) guidelines to ensure privacy and confidentiality for all our members. Also, none of your personal health information is ever shared with your employers.
By following these simple rules, you can also help you ensure your information is kept secure:
You and your family/dependents cannot see each other’s health data and records, unless you have dependent children under the age of 18. Everyone over the age of 18 will be set up on an individual account and health information will only be shared between healthcare providers and family members when a written consent has been received by Advica Health. In order to add your family members to your account, you can log in and add them from your dashboard.
Your employer can only see statistical data on the overall organization health. They have no access to your personal health information and/or records.
Yes. Your information is yours to share with your physician, dietitian, physiotherapist, or any designated professional helping you achieve your health goals. Please ask the Nurse Practitioners to pass on your health records so you can share as needed.
For any account related or technology specific inquiries around virtual health, please email our Virtual Health Partners, Wello at hello@wello.ca.
For any other account related inquiries around other service offerings, or to make changed to your plan, please contact us at info@advicahealth.com.
If you already have a blended plan, you can add family members to your own account. Please note that spouses/partners, or dependents over 18 years of age will be asked to provide a personal email address to ensure client confidentiality. They will receive an invitation to the service to their email address and will have to register separately for their online account.
If you do not have access to adding family members on the online portal, but would like to add that option, you can email us at info@advicahealth.com.
If you have any questions about your services or have feedback to share, please email us at info@advicahealth.com. If you are on an employer health benefits plan, you can always reach out to your employer to make changes to your coverage.
If you do not have access to adding family members on the online portal, but would like to add that option, you can email us at info@advicahealth.com.
We have partnered with Wello, our Virtual Health Partners to provide employees with direct and friendly access to healthcare professionals via phone or video chat – from anywhere within Canada.
Wello’s team of in-house clinicians help employees skip the line at the doctor’s office when they need quick access to:
The Nurse Practitioner may be able to give you a sick note for up to 5 days at a time, but this will be determined on an individual basis. Please note that the note will indicate that this is a telemedicine visit so sometimes might be more appropriate to be seen in person based on your illness.
Virtual healthcare, sometimes called telemedicine or on-demand medical care, is definitely safe, effective and timely. The 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.
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 can 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 and ensure a professional yet empathetic approach to healthcare delivery.
A phone call/video visit is typically scheduled for a 15 minute time block. If you require extra time, the team can arrange another mutually agreeable day/time to get in contact.
The Virtual Health Service is powered by our partners at Wello.
To access this, you can:
Before you can book an appointment, you will need to complete:
Once you are registered, simply log in to your account, using your email and password and use the dashboard to schedule an appointment.
If for some reason you are unable to make your appointment 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.
Usual hours of operations are 7am to 9pm local time on weekdays and after-hours during other times and on weekends.
We have recently launched our Mental Health Navigator program, to ensure that our members’ have access to mental health professionals such as psychologists, counsellors and even psychiatrists, if appropriate. Our service partner, Teladoc Health now provides Mental Health Navigation and Expert Medical Opinion services for all of our clients. The MHN program offers a confidential and convenient way to access quality healthcare when and where you most need it. By scheduling a virtual visit with an expert mental health professional including Canadian psychiatrists and psychologists, they are able to provide an assessment of your diagnosis and make further recommendations on an appropriate treatment plan and next steps for your healthcare journey.
We want to help you get to a state of mental health and wellness.
Some examples of when to reach out are; If you’re not feeling like yourself, confused about a personal situation, experiencing anxiety or depression, are overwhelmed with life’s challenges, need help understanding your mental health condition and treatment options or simply need help locating mental health providers nearby.
This service can be accessed through our Nurse Navigation team as and when required. Before your visit, you will be asked to complete a brief mental health questionnaire to help your therapist or psychiatrist understand where you’re at and how you’re feeling. You can choose a therapist or psychiatrist and propose three times that work best for you. Your chosen provider will work on coordinating the schedule with you through the message center.
You will have a virtual conversation with the mental health professional just as if you were at their office in person. They are there to make you feel comfortable and heard to help provide you with a comprehensive care plan.
When you schedule a visit, the initial questionnaire will explore your preferences for your mental health professional as well as questions about what your specific needs are. From that, we are able to choose a matching specialist profile, which will display information including gender, language, and specialties.
When you have concerns or questions about a diagnosis, need help deciding on a treatment option, or question the need for surgery, Medical Experts can help provide you with access to the world’s top medical minds. Our Partners at Teladoc and their medical experts are peer-rated as the best in their fields of specialties and can provide advice on a wide range of conditions, from sports injuries and pregnancy complications to rare conditions, chronic diseases, and life-threatening illnesses.
Use Medical Experts to get an expert medical opinion when you want:
Also, if you need help finding a specialist for an in-person visit, we will search our database of medical experts to see if any of our doctors meet your criteria and practice within a distance that works for you.
You can request an Expert Medical Opinion through our Nurse Navigation team, who can even help offer you questions to ask your treating physician, so you feel confident and prepared for the visit. Once a case is opened, a member of the clinical team will call you to better understand your needs, determine what types of records need to be collected, and to answer your questions about the process as well.
Teladoc Medical Experts help provide medical information only. These services do not provide medical care, diagnoses, or treatments. You will not be a patient of Teladoc or of any Teladoc Health expert who reviews your case. These services are only for additional medical insight on your condition. No doctor-patient relationship will be created between you and Teladoc or you and a medical expert. Your treating physician is still responsible for your care and all treatment decisions will be made solely between you and your treating physician.
The Nurse Navigation is a virtual team of nurses that can assist you with navigating the healthcare system and collaborating with your current healthcare team for non-emergency and non-urgent health concerns. The team also has a member care coordinator that can support non-medical needs, such as arranging appointments and connecting you with the Nurse Navigators.
Maple is made up of a team of virtual health care practitioners, such as Nurse practitioners and General practitioners, that can help you with non-emergency and non-urgent health concerns that you would typically go to a walk-in clinic for or discuss with a doctor.
If you are unsure who to contact, please contact the Navigation team, as it’s your central hub of information, and we would be happy to direct you to the appropriate service for the best healthcare outcomes.
Your email is a unique identifier used to send information and consent forms specific to you. You will also use this email to log in to your Maple account and the Advica health portal. Having your own email is important for confidentiality, as health information may be sent to this email.
Zoom is embedded into the Advica Health member portal. This is why you do not see a link for the Zoom meeting. The Zoom app must be installed on your device before joining a video session. When it’s time for your appointment, click the “Join Video Session” button, and you will be automatically connected to the meeting. Please follow this link here for more information on how to join your Zoom video appointment through the Advica Health member portal.
The undersigned shall be enrolled in the Advica Health program commencing on the effective date set out in the membership agreement above. The listed rates are subject to change upon 30 days’ notice. These rates do not include coverage for or cost of medical treatment, Annual Health Examinations, medications, travel, accommodations or any other overhead costs associated with managing a healthcare issue.
Notwithstanding anything else to the contrary herein, the undersigned or Advica Health may cancel such membership, at any time and for any reason, after the first (1st) anniversary date of the aforementioned effective date upon at least thirty (30) days’ written notice delivered by email to the other party at the Advica Health address first given above or the last address for contact given by the undersigned to Advica Health for its records (as the case may be).
In the event that the undersigned fails to make any payment when due under the Advica Health program, and such payment is not made, in full, within thirty (30) calendar days after written notice is received of such failure, Advica Health shall be entitled, in its sole and absolute discretion, to cancel and terminate the undersigned’s membership and any and all related coverage(s) or treatment(s) under the program, without further notice. As part of this application, and after being accepted as a member, the undersigned acknowledges and agrees that certain information shall be requested and provided, from time to time, concerning his or her personal health, financial and other private matters in connection with the Advica Health program. By signing and delivering this application, the undersigned agrees and consents to Advica Health or its authorized representatives collecting, using, sharing or otherwise disclosing such personal and private information for the purposes of such program and for no other purpose.
Advica Health acts only as a referral agent and navigational assistant for healthcare professionals and related facilities which will provide the treatments and other services to you as contemplated by the membership program (the “Service Providers”). By signing and returning this form, you acknowledge and agree that Advica Health and its employees, agents and authorized distributors are not responsible or liable in any manner for, and will be held harmless by you from any and all claims, demands, losses or damages that may arise from the actions or omissions of the Service Providers as part of the plans, services and programs contemplated by this Membership Application.
Please note that the submission of your details on the membership form does not mean that your membership has been activated. The Advica Health team will process your application and if all fields are appropriately filled out, you will then receive a confirmation email with your membership details and your membership activation date.
The terms and conditions are subject to change at the discretion of Advica Health Inc.