Virtual Clinic

The Northern Health Virtual Primary and Community Care Clinic provides services by phone or through a video call. The COVID-19 Online Clinic name has changed, and is now the Northern Health Virtual Primary and Community Care Clinic. The phone number remains the same. The Virtual Clinic continues to provide COVID-19 assessments for those experiencing symptoms.

Patients can call the Virtual Clinic to access a family doctor or nurse practitioner:

  • Phone: 1-844-645-7811
  • 10 am to 10 pm daily (including weekends and statutory holidays)

The Virtual Clinic works with your family doctor, nurse practitioner, and health care team to complement the care you receive in your community, or to provide support for those who don’t have a family doctor.

Services

At this time, the Virtual Clinic is not booking appointments for, or giving, COVID-19 vaccines. More information on the COVID-19 vaccine is available on the Northern Health COVID-19 vaccine plan page.

The Virtual Clinic is for:

  • People who don’t have a family doctor or nurse practitioner.
  • People who need care on weekends, after their health centre is closed, or are unable to travel to receive care due to seasonal weather. (You’re encouraged to call your family doctor or nurse practitioner first, or the urgent and primary care centre in your community).

Call the Virtual Clinic if you or a family member are experiencing:

  • Asthma
  • Ear aches
  • Eye irritation/injuries
  • Feelings of anxiety, sadness, or depression
  • Headache
  • Mild back pain
  • Mild breathing difficulties
  • Mild shortness of breath
  • Minor burns
  • Skin rashes and infections
  • Sore throat or cough
  • Sprains caused by minor accidents and falls
  • Symptoms of COVID-19
  • Urinary tract infections
  • Vomiting, diarrhea or dehydration
  • Worsening cough
  • A need for support around substance use treatment such as Opioid Agonist Therapy, or safer pharmaceutical alternatives to street drugs.

Don't call the Virtual Clinic phone line in an emergency. Instead, go to the emergency department or call 9-1-1 (or local emergency services in your community).

Connecting to the Virtual Clinic

Call the Virtual Clinic to receive primary and community care services over video or telephone. These include services you would normally receive from your family doctor and nurse practitioner.

How do I use the Virtual Clinic?

To use the Virtual Clinic, simply call 1-844-645-7811. Your call will be answered by an agent who will take your details and help you schedule your virtual appointment. This appointment can be right away or it can be at a later date. The choice is yours.

Expand

What if I need health care services right away?

In an emergency, go to the emergency department or call 9-1-1 (or local emergency services in your community).

Expand

If I can’t get an appointment with my family doctor or nurse practitioner can I call the Virtual Clinic?

Yes. The Virtual Clinic provides services to all patients in every Northern community. We encourage you to call your family doctor or nurse practitioner first to see when they have an appointment available.

Expand

What if I don’t have a computer or access to the internet?

You can connect with the doctor or nurse practitioner using just your phone (mobile or landline).

Expand

What equipment do I need?

A phone - If you don’t have a device that can play a video, the clinic can do visits via phone call.

For video calls, you need the internet and a device with sound, a camera and a microphone. Examples include:

  • Computer
  • Laptop
  • Smartphone
  • Tablet
Expand

How is my privacy protected?

Your personal information is protected under the Freedom of Information and Protection of Privacy Act.

The Virtual Clinic uses encryption technology to the same level of protection as that provided by your bank. Only those in your circle of care will see your personal health information. This is made up of doctors and other care providers, departments, or facilities in Northern Health who are directly involved in your care.

Expand

How long will I have to wait on the phone?

Wait times depend on the volume of calls. Typical wait times are 30 minutes or less.

Expand

Is it confidential and safe for me to talk about substance use when I call this line?

Yes, the reason the team are asking about substance use is to help connect you to a service that can help meet your needs and/or goals. The Virtual Clinic can help connect you to Opioid Agonist Therapy services or safer pharmaceutical alternatives to street drugs.

Expand

How virtual visits differ

Virtual visits allow you to talk to a health care provider from the comfort of your own home over video or a phone call. You can still bring someone with you to your appointment, and you always have the option of meeting with your family doctor or nurse practitioner in person. 

We’re working on options for three-way calling so a family member from a different location can join the appointment.

What does a virtual visit look like?

Your virtual visit may be by phone or video call. It’s your choice.

  • If you have video capability, you and your health care provider can see, hear, and talk to each other. If not, the visit will be done by phone.
  • If you have video capability, your health provider may share information with you by sharing their screen.
  • Try to find a private and quiet space for your visit, though we recognize this isn’t always possible.
Expand

How does virtual care compare to face-to-face care?

Your virtual visit will be very similar to a face-to-face visit. It may take some time to get used to virtual care, as this model of care is new to Northern Health and patients.

So far, patients have been satisfied with their virtual care. According to Northern Health survey results released in September 2020, 85% of patients who had virtual care visits said they would recommend it to family and friends.

Expand

Can I bring someone with me?

Yes - just like a regular appointment with your health care provider, a family member or friend is welcome to join you.

Also know:

  • It’s OK for you to ask someone to leave the room during the visit (i.e., if someone else is in the room with you).
  • It’s OK for your health care provider to ask someone to leave the room (i.e., if someone else is in the room with you, or if someone’s in the room with your health care provider).
  • If someone’s in the room with your health care provider, it’s OK for you to ask your health care provider to ask that person to leave.
Expand

Can I still meet with my health care provider in person?

Absolutely! This is your choice. You can schedule a face-to-face appointment with your health care provider at any time. You can also call the Virtual Clinic after hours, but continue to see your regular health care provider when they are available.

The Northern Health Virtual Clinic health care providers aren’t available for in-person appointments, but we can help connect you with your own health care provider.

If you need in-person care and you call the Virtual Clinic, you'll be referred to your family doctor if the visit can wait, or an urgent and primary care centre or emergency department.

 

Expand

Virtual visit details

In your virtual visit, you’ll talk to a family doctor or nurse practitioner about your concerns. The clinic also provides support for mental health and substance use.

Will information from my visit be shared with my family doctor or nurse practitioner?

Yes. We want to share information from your visit as quickly as possible with your family doctor or nurse practitioner to support the delivery of safe and comprehensive care between you and members of your health care team. However, it is your choice whether the information from your visit is shared with your family doctor or nurse practitioner.

Expand

If I need support for substance use, what does that visit look like?

The Virtual Clinic staff will ask you some general questions about substance use, and then connect you to the substance use clinic coordinator who will work with you to book an appointment with a family doctor or nurse practitioner.

Expand

After your virtual visit

After your visit, you may be required to book a follow-up appointment, or you will receive a referral for a test or an x-ray.

What if I need a test or an x-ray?

The Virtual Clinic staff will organize any tests you need and results will be sent to your family doctor or nurse practitioner. If you don’t have a family doctor or nurse practitioner, or you would not like to share this information, you may follow-up with the Virtual Clinic to receive your results.

Expand

What if I need a follow-up appointment?

If the doctor or nurse practitioner at the Virtual Clinic recommends you see your own family doctor or nurse practitioner, or you’re connected with a health care team, you’re encouraged to reach out to them for an appointment. If you don’t have a family doctor or nurse practitioner, or you need to connect with other supports, the Virtual Clinic team will follow-up with you.

The Virtual Clinic will work to connect you with a family doctor or nurse practitioner in your community if you don’t have one. You can also search for a family doctor or nurse practitioner on Pathways Medical Care Directory.

Expand

Compliment or complaint?

If you have a complaint or compliment about the NH Virtual Clinic, please contact NorthernHealthVirtualClinic@northernhealth.ca. If the complaint is not resolved, contact the Patient Care Quality Office at patientcarequalityoffice@northernhealth.ca or 1-877-677-7715.