Virtual Care Support
Helpful resources for your virtual care appointment.
How can we help you?
Virtual Care Account
Cancel your appointments, update your profile, pharmacy, or payment preferences directly from your Virtual Care account.
Consult our list of frequently asked questions to find answers on what Virtual Care is and how to use it.
Need customer or technical support with your virtual care visit? Our team is there to help.
Ontario Health Insurance Program (OHIP)
Most Virtual Care services are covered by OHIP. Patients with OHIP coverage will be asked to provide their card number at the time of registration.
A variety of third-party or private insurances is accepted through our Virtual Care service. Currently, patients with UHIP, CHIP, Morcare, Intrepid 24/7 and Guard.Me can see a doctor via Virtual Care. Patients with the private insurances listed must contact us by phone to book a Virtual Care visit. When booking your appointment, our team will add your insurance information to your profile so that you do not have to pay the service fee. This is not possible when booking your appointment online.
You must be physically in the province of Ontario to book a Virtual Care appointment.
Eligible Symptoms & Conditions
Eligible Symptoms & Conditions
Virtual Care services are available for patients ages 4 and up. Patients must physically be in the province of Ontario at the time of the visit.
Many symptoms and medical conditions can be assessed virtually. Consult the list below to see if yours is eligible for a Virtual Care visit:
- Allergy Symptoms – Nose/Eyes
- Asthma flare-up
- Bug Bites, Impetigo, Ringworm
- Cankers in Mouth
- Do I need to come in?
- Cold Sore(s)
- Ear Ache
- Eye infection, Pink Eye or Styes
- Gout Flare Up
- Head Lice
- Herpes (genital) Recurrence
- Poison Ivy
- I have questions about my current ongoing condition
- Rash or Skin Condition
- Sinus Infection
- Sore Throat
- Should I come in? (Great for patients unsure whether an in-person or virtual visit is appropriate for their condition)
- STI symptoms
- Toenail or Fingernail Infection
- Urinary Tract Infection (UTI) symptoms
Methods of Payment Accepted
Methods of Payment Accepted
Accepted methods of payment:
– Credit Cards: Visa, MasterCard & American Express
When and why would I have to pay?
When a service is not covered by OHIP. Although most virtual care services are covered by OHIP, some services are not covered by the province’s health insurance program and are offered with a fee.
When you do not have insurance. Patients who do not have OHIP coverage, do not have any private insurance coverage, or are visiting in Ontario from another province or another country are welcome to use our Virtual Care service and will be required to pay the visit fee and any fee associated with the service they require. A receipt will be provided during the visit to facilitate any reimbursement from the home province or from any other provider, as applicable.
Visit our Patient Resources page for a list of uninsured services and their associated fees:
Learn More About Virtual Care l FAQs
Can any medical condition or symptom be assessed and treated via Virtual Care?
The short answer is no. In fact, there are several medical conditions that are not appropriate for Virtual Care visits. Click here for a complete list of eligible conditions and symptoms that can be assessed virtually.
If you are in doubt or unsure about whether your condition is best assessed in person or virtually, you may book a Virtual Care appointment and select “Do I need to come in?”. This way, the doctor will dedicate time during the appointment to help you select the best type of care for your condition.
Can I choose any doctor to provide care for my condition?
Yes. When you book your appointment and select the reason for your visit, you will see a list of available doctors offering the service you require for your preferred appointment date and time. Not all Appletree doctors provide all virtual care services available.
Can I get a prescription via Virtual Care?
Yes! Your prescription may be emailed to you or can also be faxed automatically to the pharmacy of your choice. When creating your account, you will have the opportunity to provide the name and fax number of your preferred pharmacy.
We do not prescribe narcotics via Virtual Care. Appletree physicians cannot prescribe narcotics or addictive medications to patients that are not their own, or for whom they will not be personally following up. Physicians will not provide prescriptions for narcotics or addictive medications to patients of other physicians, even those within our group.
Do I have to pay for a Virtual Care appointment?
Virtual Care services are covered under the OHIP program for all Ontarians with an OHIP health card. When creating your profile for your Virtual Care appointment, you will be asked to provide your OHIP card number and version code.
Patients without OHIP coverage must pay for Virtual Care services. Standard service fees are charged and will be clearly communicated to you as you book your appointment. You may be eligible for reimbursement through your company or university benefit plans or through your home province.
My family doctor is not on Virtual Care. What am I supposed to do?
All Appletree doctors are connected and have access to patient charts on Virtual Care or in-clinic. Any Appletree doctor may consult your medical history to provide you with the best continuity of care at your next appointment. You do not need to always book with the same physician.
If you want to follow-up with a specific doctor or your family doctor and do not see his/her name on the list of available doctors, please contact us via phone so that we can consult their schedule and assist you with the booking.
Will I be able to see my results online or view medical information after my virtual visit with the doctor?
To view your test results
Following your virtual care visit, you will be able to access your test results from our Appletree Patient Portal. To access your current patient portal account or to register:
Your medical assessment and plan as noted by the doctor during your visit will be documented in Appletree’s electronic medical record software. You will be able to access these records at any subsequent Virtual Care or in-person visits at an Appletree Medical Centre or Appletree Telemedicine Clinic.
Which device and internet may I use to connect to my appointment?
You can connect to your Virtual Care appointment using a smartphone, tablet or desktop computer. Both telephone and video appointments are available.
We recommended that you choose Chrome as your browser and high-speed internet for the best experience possible.
When I book, should I choose video or phone?
If you are given the option at the time of booking between a video or a phone appointment, we recommend that you select a video appointment. Patients greatly benefit from allowing the doctor to see them during the visit.
What's the difference between a Virtual Care account and a Patient Portal account?
Appletree Patient Portal
Appletree Patient Portal allows you to monitor the status of your test results and keep track of your health. Our portal is free, convenient and easy-to-use for patients wanting more engagement with their healthcare.
Appletree Virtual Care Account
Your Appletree Virtual Care account allows you to manage appointments, update your preferences, pharmacy information, payments and profile.
Booking A Virtual Care Appointment | FAQs
I need help with booking my appointment.
Virtual Care appointments must be booked online. You must ensure that you have access to a computer or mobile device, an internet connection, and have a valid email address. The entire process is conducted online, therefore you must feel comfortable using the technology or have the support of a friend or family member. Otherwise, please visit us in person at an Appletree Medical Centre or Appletree Telemedicine Clinic.
Once you book online, you will receive an email and text confirmation. You will then be asked to answer a private, secure, and confidential medical questionnaire from the comfort of your home.
If you are experiencing technical difficulties with our website or virtual care platform when booking, please complete the form below:
Can you book an appointment on my behalf?
Providing patients with flexible, comprehensive and accessible care is a priority for Appletree. Someone else’s best option for care is not necessarily the right for you. While Virtual Care is becoming very popular, you must ensure that you have access to the necessary tools and are capable of completing all the steps successfully.
I don’t have access to a computer or I don’t know how to use a computer.
In order for us to provide you with a successful virtual care experience, you must ensure to have access to a computer, feel that you are proficient enough to go through the process or have the necessary help in your circle of friends or family to complete the various steps required.
To book a phone or video appointment, patients must be able to create an account, complete an online health questionnaire and connect virtually with the doctor. If you do not have access to a computer or are not proficient with the technology, we recommend that you ask for the support of a loved one or a friend. If this is not possible for you, Virtual Care might not be the right experience for you at this time. We recommend that you visit us in-person at one of our Appletree Medical Centres or Appletree Telemedicine Clinics. You can check our clinic locations, hours of operations, and wait-time by clicking below:
If you are able to and wish to book your appointment online, and simply require some assistance during the booking process, please contact us by phone.
Do you accept private insurance and how do I book?
A variety of third-party or private insurances is accepted through our Virtual Care service. Currently, patients with UHIP, CHIP, Morcare, Intrepid 24/7 and Guard.Me can see a doctor via Virtual Care.
Contact us by phone to book your appointment:
Patients with private insurances must contact us by phone to book a Virtual Care visit. When booking your appointment, our team will add your insurance information to your profile so that you do not have to pay the service fee. This is not possible when booking your appointment online.
How do I book, cancel or reschedule my Virtual Care appointment?
Booking an appointment:
All Virtual Care appointments must be booked online through our website. Whether it is your first time using our service, or whether you have booked an appointment with us before, you must schedule a new appointment here:
If this is your first time booking an appointment with Appletree Virtual Care, you will need to create an account and select your preferences.
Cancel an appointment, update your pharmacy’s information, change your personal information or manage your preferences
If you would like to cancel an appointment, manage your profile and preference as well as update your pharmacy or payment information, please log in to your Virtual Account. This cannot be done by calling us, you must do it directly from your account.
Customer & Technical Support | FAQs
Something happened during my appointment and my video call was interrupted.
The doctor will call you back by phone, using the phone number you have provided when creating your account.
My pharmacy/I did not receive my Prescription, Requisition, Medical Note, or a Signature is missing from my visit. How do I get it?
We are sorry to hear that you did not receive the documents you require from your visit. In order to help you, we will need some information about your visit and the nature of the document(s) you require.
Check your email’s junk folder. See if the documents are in your junk and allow any emails from Appletree to reach your main inbox.
Visit your Appletree Virtual Care account and verify that your email address and pharmacy information is correct. Correct any errors that you see including the pharmacy’s fax number.
Please complete the form below to receive support on this issue:
I paid for my appointment, but it was cancelled. Will I be refunded?
Yes. Canceled appointments are automatically refunded within 3 to 5 business days. You do not need to contact us during that time frame as our team will be unable to escalate or provide further information about your reimbursement. After a delay of 5 business days, and if you still have not received a reimbursement, please complete the form below for support:
I would like to request a refund.
I would like to request a refund for a valid reason, please complete the form below for support. We will review your request and get back to you.
I need to obtain a copy of my virtual care receipt(s).
If you have paid for your Virtual Care visit or have paid for a specific medical service offered via Virtual Care, we can provide you with a copy of your receipt(s). To request a copy of your receipt for a specific visit, or for multiple Virtual Care appointments, please complete the Virtual Care Support Form below.
You will be required to indicate the date, time, and the name of the doctor for the specific appointment you would like to obtain a receipt for or, you will need to indicate that you would like to receive receipts for multiple visits.
My appointment was cancelled, or my telephone consultation was marked no-show, but I never received a call. What should I do?
My appointment was cancelled
There are many reasons why your appointment may have been cancelled; the doctor might have tried to reach you without success, or your type of visit condition may not have been eligible for Virtual Care. We are happy to assist you and reschedule your appointment accordingly. Please contact us by phone or rebook online.
If you have paid for your visit and your visit was cancelled, you will be automatically refunded. Visit our FAQ about refunds for more information.
No-show consultations & fee
If you miss your virtual care appointment, you will be charged a $25 no-show fee. If you cannot attend your appointment for any reason, you must cancel your appointment 24 hours prior to its start time to avoid being charged the no-show fee. You can cancel your appointment via your Virtual Care account here.
If you paid for your appointment, your appointment will need to be refunded minus the no-show fee. If you believe that you were charged the no-show fee by error, please visit our FAQ about refunds for more information.
It is time for my appointment, but my doctor hasn’t contacted me yet.
Our healthcare providers do their best to start every appointment at the scheduled time. However, your doctor might be late. If you have not heard from your physicians for over 25 minutes, please contact us to report the wait time. At that point, you are welcome to drop the video call and rebook another appointment online.
For phone consultations, please check that your phone or carrier settings are not blocking the call. Please check your phone settings to unblock unknown or (800) numbers. We recommend booking a video consultation with our doctor to enhance your visit.
I am experiencing technical issues when setting up or connecting to my Virtual Care appointment.
If you are experiencing technical issues when trying to book a Virtual Care appointment, with connecting to your appointment or any other technical issues with your visit, complete the form below:
I need to access my virtual care account.
To update your profile, reschedule an appointment, cancel an appointment, or manage your preferences, access your Virtual Care account.
Complete the form below to request support for your Virtual Care appointment: