General FAQ

Virtual care refers to any interaction between a patient and a healthcare provider that does not involve in-person contact. This includes remote consultations where patients can receive real-time medical care from their doctors through internet-based platforms or phone calls. It allows patients to connect with their healthcare providers via audio, video, or text, provided it is suitable for virtual care.

Yes, Tia Health serves as a safe and secure platform connection between you and our healthcare providers. Your privacy is our top priority, all personal health information and data is protected with bank-level encryption and stored securely in Canada. We are also ISO 27001 certified which is the international gold standard for information security management. We comply with PIPEDA/PHIPA regulations and guidelines.

• A device
A smart phone, tablet, laptop or desktop computer with a camera and microphone will be required for your virtual video appointment
• Access to email
Our system will send you the link for your virtual video appointment via email or text. If you have a phone appointment, keep your phone close and be ready to pick up the call
• Access to the internet
You will require access to the internet (via Wi-Fi or data) to participate in your virtual appointment
• Quiet, confidential space
Ensure you have a space where you feel comfortable having your appointment and can speak freely to your healthcare provider.

Like an in-person consultation, the healthcare provider will evaluate your situation, review your medical history, inquire about your symptoms, and offer appropriate advice or a treatment plan. If the healthcare provider determines that you require additional assistance beyond the capabilities of TIA’s virtual care, they will advise you to visit a local clinic or hospital, particularly in cases where certain testing or in-person clinical exam may be necessary. While healthcare providers on TIA can address a variety of common medical concerns or ailments, the service is not designed to substitute for the care provided by a family physician or in person consultation.

You can safely use virtual visits for:

• mental health issues
• many skin related problems (rashes)
• urinary, sinus and minor skin infections
• sore throats
• eye redness without pain or change in vision
• sexual health
• travel-related health care
• conditions monitored with home devices and/or lab tests and
• review of test results and specialist reports

Medical problems that can’t be treated without an in-person physical examination are NOT suitable for virtual care. These include:

• chest pain
• shortness of breath
• loss of vision
• loss of hearing
• sudden weakness or numbness
• ear pain
• abdominal or digestive problems; and
• muscle and joint pain/injuries

*Note: Although you may need to see a doctor in person for your first appointment for these types of problems, follow-up visits down the line may be well suited to virtual care.

To schedule an appointment, please use the red "Book Now" option available on our main booking site. By following the steps in the booking flow process, you will have access to a selection of available health care providers who have opened their virtual clinic schedule, allowing you to choose the most suitable practitioner for your needs.

The final step in booking is to confirm your appointment details. This will require you to login with your patient account credentials (if you are already registered) but if you are a first-time user, you can sign up and create an account at the end of the process.

Please fill out the patient triage intake form questionnaire after you book!

Alternatively, you may visit our main login page here: Tia Health Login to sign up by clicking the patient sign-up button, allowing you to create your patient account first before returning to the Tia Health website to book your appointment at your convenience.

Additionally, please ensure that you accurately enter your email address during the sign-up process, as any errors may prevent you from receiving the expected system messages or logging into your account at a future date.

Yes, you must create an account and register with us to book and use our services.

Virtual consultations are available at no charge for individuals with eligible OHIP, AHCIP, , or BCMSP health cards.

Patients without valid provincial health care coverage will need to choose the “private pay” option when prompted to schedule their appointments. Fees for these consultations typically begin at $69, depending on the specific reason or type of service requested, with the possibility of higher charges for certain services.

Please be aware that medical forms (such as insurance or disability documentation) and medical certificates (such as sick notes) are not covered by provincial health care. Consequently, payment for these appointments will be required in advance using a credit card during the booking process.

Many of our healthcare providers are proficient in not only English but additional languages. When booking an appointment, you will be able to view all the languages spoken and supported by the healthcare providers as listed on their profile.

The healthcare provider will contact you using the phone number listed on your user profile and in your appointment notifications. Please note that some providers may call from a blocked or unidentified number. If you are expecting a call from one of our healthcare providers, please be sure to pick up the call even if it is blocked or unknown.

*If you have any 3rd party call blocking or spam filtering applications installed on your device, please disable these.

• Please check your emails and SMS messages from our team (please check junk/spam).

• Complete and submit the intake form prior to your appointment. Please note, your appointment may be cancelled by the provider if this is not completed in advance.

• Ensure you are utilizing a fast, reliable, and password-protected internet connection.

• Verify that your device's privacy settings allow access to your camera and microphone.

• Test your camera and microphone functionality, and ensure your volume is at an appropriate level.

• To enhance sound quality, please mute your microphone when you are not speaking, especially in the presence of background noise.

• Ensure that your device is fully charged.

• Have pen and paper or other note-taking tools readily available.

• Choose a well-lit, distraction-free location conducive to discussing private matters.

• Aim to be available 15 minutes before and 30 minutes after your scheduled appointment.

• Please write down the name and fax number of the pharmacy where you collect prescriptions.

Please consult your confirmation email or SMS text message to confirm your appointment time. Alternatively, you may log in to the platform dashboard here: Tia Health Login navigate to the "Appointment" tab, select the date on the calendar, and review the details of your appointment.

If you have not received confirmation and do not see the appointment when logged in, it indicates that the appointment was not successfully booked. In this case, please return to the website and revisit the booking process. You may also need to create a new user account if you signed up and booked with an incorrect email address.

During the booking process, specifically within the intake form, you can upload documents and/or a photo at the very end of the questionnaire. Utilizing the photo feature can be particularly helpful if you have a rash or similar skin condition.

*Please note once the intake form questionnaire has been completed and submitted, it is locked down and cannot be edited or modified.

I booked in the wrong province/ my Health Insurance Number was not accepted.

If you encounter any issues with your Provincial Health Coverage, please contact your Provincial Health Services for assistance.

It is important to note that if you are a resident of British Columbia (BC) attempting to schedule an appointment with a physician from Ontario (or vice versa), the system will not allow for the validation of your provincial Health Card Number (HCN) when booking appointments with out-of-province doctors. We recommend ensuring that you schedule appointments with healthcare practitioners located in the province where you are physically present at the time of your appointment.

For example, if you are in BC but possess a valid OHIP health card, the validation process will not be successful, and you may be required to prepay for your visit. When making a payment for the visit, please ensure that you select a BC-based physician, as you are physically in BC.

You may seek reimbursement directly from your Provincial Health Services.

The scheduled appointment times are considered approximate. While our physicians strive to adhere to the schedule, delays may occur due to various factors commonly experienced in a medical clinic setting. Therefore, it is not uncommon to wait 10 to 30 minutes past your appointment time for your physician to join the visit or contact you. In some cases, wait times may extend up to 60 minutes. Please rest assured that our physicians make every effort to catch up and complete their appointments before the end of the day. We appreciate your patience during this time. Additionally, we recommend keeping your mobile device nearby, even for video consultations, as the physician may reach out to you directly.

To cancel a scheduled virtual appointment, please refer to your booking confirmation email, where you will find a cancellation button in the message. Kindly follow the prompts provided.

Alternatively, you may log in to your patient profile, locate the appointment on your calendar, and cancel it from there. Upon successful cancellation, you will receive a notification via email or text.

We are sorry to hear you were not contacted by the heath care provider for your appointment. We apologize for any inconvenience caused by the lack of communication regarding your appointment.

In the interim, we suggest scheduling an appointment with an alternate healthcare provider for any immediate needs you may have. Our priority is to ensure you receive the care and attention necessary to address any health concerns. However, if your appointment is still active and has not been cancelled, you will be required to rebook for the next day. Our system only allows for one appointment to be booked per day.

We are sorry to hear that your healthcare provider has had to cancel your appointment, which may have occurred at short notice. It is possible that the doctor reviewed your intake form and determined that your condition was not suitable for virtual care.

In such circumstances, we recommend seeking assistance from your local walk-in/urgent care clinic. In a medical emergency, we advise you to visit your nearest Emergency Department.

If you choose to pre-pay for an appointment and the appointment is subsequently cancelled, our system will automatically process a refund. You can expect to see the funds returned to your account within 3 to 5 business days, depending on your banking institution.

Please note, some refund transactions are processed and cancelled as “reversals” which means the temporary pre-authorization hold of the funds in the pending area of your statement will drop-off naturally and disappear completely as if the transaction never occurred. You would not be charged.

*Please allow extra time for all the regular banking processes to settle and clear over a few business days.

Currently, if you need to modify your appointment (for example, if you initially booked a video appointment but would like to switch to a phone appointment), you will need to cancel your existing appointment and rebook using the preferred method of communication.

To have your prescription refilled, it is necessary to schedule a consultation with one of our available physicians.

During this assessment, the physician will conduct an evaluation and determine the appropriate medication. It is important to note that over time, the medication may require adjustments, changes, or discontinuation as needed. Renewing prescriptions without ensuring that the medication is effective poses risks for both doctors and patients. Our physicians are committed to providing the highest level of care, which is why we prioritize discussions with patients prior to renewing any medication.

*Please note writing prescriptions is at the sole discretion of the provider and there is no guarantee you will receive the medications as requested.

During your consultation, healthcare providers can prescribe medications. They will send the prescription electronically to the pharmacy location and fax number you have designated in your Tia Health user account profile. If you wish to use a different pharmacy, please ensure that you have the pharmacy's name and fax number readily available. Additionally, you may choose to have your medication delivered to you through Pillway.

Patients can cancel their appointments up to 12 hours before the scheduled start time. We recognize that circumstances may prevent patients from attending their appointments; however, we kindly ask that cancellations be made at least 12 hours in advance.

Please be aware that if a cancellation is attempted within the 12-hour window, it will be considered a cancellation request that requires approval from the health care professional.

Failure to cancel an appointment or not attending a scheduled appointment will result in a no-show fee. When an appointment is designated as a no-show, it creates unutilized time slots for our doctors, which could have otherwise served other patients. We appreciate your understanding of the importance of timely cancellations.

The $40.00 transaction is automatically applied to and associated to our standard platform patient no-show fee as per our Tia Health Terms of Use Policy.

We understand that while patients can’t always make it to scheduled appointments, we do request that you cancel the appointment 12 hours prior to.

When an appointment is "no-showed" it creates empty slots for our doctors which cannot be used to serve other patients. We hope you understand the importance of canceling in advance if you are unable to attend.

*Note: If you have previously booked and paid for an uninsured service (not covered by provincial health plans) such as a Travel Consult, a Medical Sick-Note or Medical Forms, then your card details would be securely tokenized and stored in the Stripe.com system. We use Stripe.com for all online credit card processing. To learn more about this service, please visit Stripe.com.

You will soon receive an email containing your lab requisitions. Please remember to check your junk/spam folder.

If your appointment took place near or after support hours, expect to receive the email the following day.

You will receive a laboratory requisition from our healthcare provider. After you complete the laboratory appointment, the results will be sent directly to your healthcare provider via mail or fax. They will then review the results and determine if any follow-up is necessary.

If you have not received any communication from the healthcare provider and would like a copy of your results, please schedule a follow-up appointment to discuss them directly. Following your appointment, a copy of the results will be emailed to you.

Our referral process is managed by our dedicated team, who strive to handle and process referrals promptly, typically sending them out the same day.

Referrals are processed through each doctor's electronic medical record (EMR) system and directly faxed to the specialist's office, with physical copies not typically provided to patients.

The average response time from a specialist is usually within 2 weeks, although variations may occur based on the specific office.

For any inquiries or issues regarding your referral, we recommend contacting the referring clinic or the specialist's office directly.

Commonly prescribed medications may be provided digitally at the discretion of the physician. Prescriptions can be sent directly to a designated pharmacy for in-person pickup, so please be prepared to provide the name and address of your preferred pharmacy.

The practitioner does not prescribe opioids, cannabis, any neurostimulator medications (including those for ADHD), or benzodiazepines. Additionally, they are not authorized to prescribe medications that necessitate close follow-up or require in-person examinations for monitoring purposes.

We regret to inform you that our doctors are unable to prescribe any medications classified as controlled substances during your virtual visit.

If you require this medication, we recommend that you consult your regular medical provider to have it prescribed.

Most medications prescribed for the treatment of ADHD are classified as controlled substances. Therefore, our medical providers are unable to assist with filling your prescription.

We recommend that you consult your regular healthcare provider, psychiatrist, or visit a local walk-in clinic to determine if they can assist you.

You should be able to access and re-fax your prescription through your patient account.

If your prescription is not visible, we recommend scheduling a follow-up appointment with your original prescribing healthcare provider or consider re-booking with a different provider available on the platform to obtain the prescription you need.

For any changes, adjustments, or clarifications to prescriptions, please instruct your pharmacy to send a fax to the number provided on the prescription detailing the requested modifications.

It is important that the changes are clearly communicated to facilitate a prompt response from our medical office assistant staff, who will coordinate with the pharmacy to provide any updated amendments approved by the ordering physician.

Alternatively, you may rebook with another available physician on the platform to request a new prescription.

Yes, our providers are generally equipped to manage this matter; however, please ensure that you select a provider who has opted into this appointment type service.

It is important to be aware that medical forms (such as insurance or disability forms) and medical certificates (sick notes) are not covered under provincial health care. Therefore, you must make an advance online payment during the booking process for these appointment types.

You will be prompted to pre-pay and enter a credit card. If you did not complete the pre-payment at the time of booking, you will receive an email with a link to facilitate the payment, after which the form(s) or certificate document will be made available to you.

*Note: Tia Health does not store any credit card information in our systems or databases. We use Stripe.com for all online credit card processing. The card information captured is tokenized and securely stored within Stripe. For more information about this service please visit Stripe.com

Please be aware that medical providers manage their own availability and schedules for virtual appointments. Some providers offer weekly availability, while others may open their schedules daily or on the same day they intend to work and provide virtual care.

If your preferred medical provider is not visible for online booking, it may be due to their virtual schedule not being opened or they could be on personal leave. We encourage you to check our website regularly if you would like to schedule an appointment with a specific provider or wish to follow up with the doctor you consulted during a prior appointment.

We recommend scheduling appointments with the same medical provider, as not all providers have access to previous visit charts or results.

Also, please remember that Tia Health serves as a platform provider tool for physicians offering virtual care services. However, many providers operate independently from their own private clinics and use different electronic medical records (EMR) systems, which restricts our staff’s ability to access or retrieve records.

Please be informed that scheduling an additional follow-up appointment is not necessary.

The notification will be sent out only once and is generally applicable to specific appointment types that may necessitate follow-up (e.g., blood work, lab results). This serves as a reminder and is part of our commitment to providing a "continuity of care" if ongoing treatment is required.

This message is intended as a gentle reminder in case you may have overlooked the scheduling of a follow-up appointment.

To verify this matter efficiently, please fax the clinic to the number provided on the sick note. Once received, a Medical Office Assistant will contact you directly to assist with the verification process.

Please ensure that you fax the appropriate clinic (or clinics, as a separate request is required if you have seen multiple doctors at different facilities) with a signed request for information or chart transfer.

If this request is for a third party, such as an insurance company or a law office, it is essential that they fax their request on official letterhead, along with signed consent allowing us to share this information.

For chart requests made by another doctor's office, please ensure they send their request on letterhead with signed consent for the chart transfer.

If this chart transfer is for your personal use, kindly provide us with a signed request to authorize the release of this information.

Please be aware that there is typically a fee associated with this service.

TIA is not designed for medical emergencies. If you are facing an emergency, contact 911 or visit the nearest emergency room. Also, please be aware that our physicians cannot legally prescribe narcotics or controlled substances.

Yes. The notes from any prior calls and video appointments will be available for the provider to review during your visit.