If you have a family physician, they should be your first point of access for care. A virtual urgent care appointment may be the right option for you if:

• You are having an urgent medical issue that is not life threatening
• You are unable to obtain timely access to your family physician or you do not have a family physician
• You are 18 years of age and older
• Please note that prescriptions for narcotics cannot be filled or renewed during an online urgent care appointment

If there are no virtual appointments available, and your family physician is not available or you do not have a family physician, you may want to consider going to an Emergency Department or Urgent Care Centre in person. Visit www.hamiltonemergencywaittimes.ca for a list of Emergency Departments and Urgent Care Centres in Hamilton, wait times for each and information about which service is right for you. Visit www.niagarahealth.on.ca to find current wait times for Niagara Health's Emergency Departments and Urgent Care Centres.

Always follow your family physician’s recommendations and advice if they have told you to go to the Emergency Department.

Click the yellow button near the top of this page. 

Once you have scheduled your appointment, you will receive an email confirmation. 

In order to access this service, you will need:

• Computer, smartphone, or tablet with video and microphone capabilities
• Zoom mobile application if using a smartphone or tablet (click here for a tip sheet on using Zoom)
• Internet access
• Ontario Health Card
• Preferred Pharmacy
• Current medication list
• Quiet, secure space to engage in the virtual visit

Why is St. Joe’s offering virtual urgent care?

During the beginning of the COVID-19 pandemic, there was a significant decline in visits to the Emergency Department at St. Joe’s. Physicians became worried that people with urgent issues needing assessment were choosing not to come to the Emergency Department out of fears of contracting the virus. St. Joe’s is now offering a virtual appointment option for those who want to connect with a physician from home.

As St. Joe’s gradually reintroduces services and volumes at the hospital increase, having virtual options helps to maintain the hospital’s ability to ensure physical distancing. Virtual care options have been introduced for many different St. Joe’s services during the pandemic and patients will continue to be cared for virtually when possible.

Is it safe for me to come to the Emergency Department at the hospital during the pandemic?

The hospital is safe for you to come to and many measures have been put in place to ensure patient safety during the pandemic. Everyone who enters the building is screened for COVID-19 and given a mask to wear. Physical distancing markers and hand hygiene check points are in place throughout the hospital. Virtual appointments may be the right option for you if you are having an urgent medical issue that is not life threatening and you are unable to obtain timely access to your family physician or you do not have a family physician. If you are having a medical emergency or your symptoms worsen while you are waiting for a virtual appointment, visit the Emergency Department or Urgent Care Centre in person. If you are in severe distress please call 911 and do not drive yourself to the hospital.

How do I know if a virtual urgent care visit is right for me?

Virtual appointments may be the right option for you if you are having an urgent medical issue that is not life threatening and you are unable to obtain timely access to your family physician or you do not have a family physician. This service is for individuals 18 years of age and older. If you are in severe distress please call 911 and do not drive yourself to the hospital. If you are having a medical emergency or your symptoms worsen while you are waiting for a virtual appointment, visit the Emergency Department or Urgent Care Centre in person. If you are having suicidal thoughts or experiencing a mental health crisis, call the 24-hour Crisis Outreach and Support Team (COAST) at 905.972.8338 if you are in the Hamilton area or go to the nearest Emergency Department.

Can I book an appointment by proxy for someone else?

Yes, with their permission, you can help another adult book an appointment by filling out the person’s information in the request form online.

Can I help someone connect to their appointment? Can I participate in someone else’s appointment?

Yes, with their permission, you can help another adult connect to their appointment. With the patient’s permission you can participate in the virtual appointment in the same way you would for an in-person appointment.

How do you decide if I get a virtual visit?

Individuals 18 years of age and older who fill out the registration form will be scheduled for an appointment and can use the service if they have access to the following:

• Computer, smartphone, or tablet with video and microphone capabilities
• Zoom application
• Internet access
• Ontario Health Card
• Quiet, secure space to engage in virtual visit

What if I don’t have access to the technology required?

If patients do not have access to the technology required for a virtual visit, it remains safe to visit the Emergency Department or Urgent Care Centre in person. Visit www.hamiltonemergencywaittimes.ca for a list of Emergency Departments and Urgent Care Centres in Hamilton, wait times for each and information about which service is right for you.

What if there are no appointments available? What other options are available to me?

If your family physician is not available or you are unable to obtain timely access to your family physician and there are no virtual appointments available, you may want to consider going to an Emergency Department or Urgent Care Centre. Visit www.hamiltonemergencywaittimes.ca for a list of Emergency Departments and Urgent Care Centres in Hamilton, wait times for each and information about which service is right for you.

Can I make an appointment for mental health concerns?

If you are having suicidal thoughts or experiencing a mental health crisis, call the 24-hour Crisis Outreach and Support Team (COAST) at 905.972.8338 if you are in the Hamilton area or go to your nearest Emergency Department. For all other mental health concerns, the first access point should always be your family physician if you have one. If you have an urgent mental health issue that is not life threatening and you are unable to obtain timely access to your family physician or you do not have a family physician, this service may be the right option for you.

I’ve recently been discharged from the hospital. Can I use this service?

This service is for urgent medical issues that are not life threatening. We encourage you to follow the instructions you were provided by your care team upon discharge from the hospital for follow-up and if you have any questions. The first access point of care should always be your family physician if you have one. If you are unable to obtain timely access to your family physician or you do not have a family physician, this service may be the right option for you.

How is this different from Telehealth Ontario?

This service connects patients to an Emergency Department physician through a video conference call. Telehealth services are offered over the phone with a registered nurse.

What is the difference between this service and the Urgent Care Centre?

This service is offering virtual care for individuals with an urgent medical issue that is not life threatening. You may use this service for some of the same reasons why you would go to an Urgent Care Centre in person.

What is the difference between this service and visiting my family physician?

The first access point should always be your family physician if you have one. Your family physician is most familiar with your personal and medical history, and often has a lengthy relationship with you. If you have an urgent medical issue that is not life threatening and you are unable to obtain timely access to your family physician or you do not have a family physician, this service may be the right option for you.

How do I request a virtual appointment?

Follow Step 2 above to request a virtual appointment.

How will my privacy be protected?

Emergency physicians will provide the virtual appointments through a secure version of Zoom video chat that is integrated with Dovetale, St. Joe’s digital health information solution. All activity in Dovetale is monitored for appropriate use. Care team members at St. Joe’s have completed mandatory privacy training to use Dovetale.

Patients are encouraged to connect to their virtual appointment in a quiet, secure space where they’re comfortable engaging in an honest discussion about their care.

While St. Joe’s takes all reasonable steps to ensure the ongoing privacy and security of virtual care sessions, there are inherent privacy and security risks that personal health information may be intercepted or unintentionally disclosed during electronic communications or virtual care visits. St. Joe’s virtual care sessions are not recorded, but they will be documented in your electronic health record.

If you have questions or concerns regarding the privacy of your personal health information, please contact the SJHH Privacy Office at:  905-522-1155 ext 32875 or by email: privacy@stjoes.ca.

Additional information can be found here: https://www.stjoes.ca/patients-visitors/privacy-information-security/privacy-at-st.-joe's

Will the video visit be recorded?

No, video visits are not recorded.

Do I need MyDovetale to get a virtual visit?

You do not need MyDovetale to access this service.

Once you have submitted the appointment request form, you will receive a notification of your appointment via email. Administrative staff are responding to submitted forms from 12 - 7 p.m daily.  If you submit the form during these hours, you can expect to wait an average of one hour before hearing back. Outside of these times, we will not respond to request forms.

Is technical support available if I am having trouble accessing the virtual visit?

The care team will be able to provide basic technical support during the visit. Click here for a tip sheet on how to use Zoom to access your appointment.

Are virtual visits only done by video?

Yes, virtual visits are done through video conference only. Video visits allow physicians to complete a full and safe assessment so that they can provide clinical recommendations and decide whether or not further treatment is required.

What happens if a patient is unresponsive or unable to communicate during their virtual visit?

When patients fill out the form to request an appointment they will be instructed to enter their address. The physician can direct 911 to their address in an emergency situation.

Is this free?

If you have a valid Ontario Health Card this service is covered through OHIP.

What languages is this service available in?

This service is available in English. You may choose to involve a loved one in your virtual appointment who can provide translation for you. If you require translation services, please come to the Emergency Department in person where translation services can be provided.

What is the process for getting an appointment?

The first step is finding out if this service is right for you (see Step 1 above). The second step is filling out the appointment request form (see Step 2 above).

Appointments are scheduled on a first come, first served basis. Once you have submitted the appointment request form, you will receive a notification of your appointment via email.

How quickly will you get back to me about my appointment?

After you fill out a form, you will receive a notification letting you know that you submitted the form correctly.

Administrative staff are responding to submitted forms from Monday to Friday 2p.m. - 6p.m. If you submit the form during these hours, you can expect to wait an average of one hour before hearing back. Outside of these times, we will not respond to request forms.

If you are in severe distress please call 911 and do not drive yourself to the hospital. If you are having a medical emergency or your symptoms worsen while you are waiting for a virtual appointment, visit the Emergency Department or Urgent Care Centre in person.

How will I be contacted about my appointment?

You will receive an appointment notification via e-mail.

How far in advance do I need to book an appointment?

Same-day appointments are offered on a first come, first served basis. Submitting your request form earlier in the morning will increase the chances of receiving a same-day appointment before slots begin to fill up.

How long are the virtual visit appointments?

The virtual appointments will vary in length depending on the patient’s needs.

What do I do if my condition worsens while I wait for my appointment?

If you are in severe distress please call 911 and do not drive yourself to the hospital. If you are having a medical emergency or your symptoms worsen while you are waiting for a virtual appointment, visit the Emergency Department or Urgent Care Centre in person.

How do I know if there are appointments available today?

Once you have submitted an appointment request form, you will receive an email informing you of an appointment time or that there are no same-day appointments available. Administrative staff are responding to submitted forms from Monday to Friday 2p.m. - 6p.m.. If you submit the form during these hours, you can expect to wait an average of one hour before hearing back. Outside of these times, we will not respond to request forms. For more information about other options available, see above section on “How do I access this service?”

What are potential outcomes of my visit?

During the virtual visit, the physician will assess you and determine next steps, which could include:

• Diagnosing your medical issue and prescribing treatment. The physician can prescribe new medications during the visit if required but cannot provide a regular refill of a medication you have already been prescribed.
• Seeking care in the community, which could include follow up with your family physician or an Urgent Care Centre. In the event that a new and urgent referral is required, this could be facilitated.
• Coming to Emergency Department on your own for further assessment. You will still need to register at the Emergency Department with your health card and go through the usual triage process upon arrival.
• In very rare circumstances, the physician may instruct you to call 911 or direct Emergency Medical Services to your address.

If you are in severe distress please call 911 and do not drive yourself to the hospital. If you are having a medical emergency or your symptoms worsen while you are waiting for a virtual appointment, visit the Emergency Department or Urgent Care Centre in person.

What would happen if I needed to the Emergency Department for further assessment?

If the patient requires further assessment at the Emergency Department, they will be instructed to come in person and will follow the same triage process as any other patient accessing the Emergency Department without a virtual assessment. However, assessment notes from the virtual visit will be available to the care team at the hospital. In very rare circumstances, the physician may instruct you to call 911 or direct Emergency Medical Services to your address.

Can a physician prescribe medication through a virtual visit?

If the patient requires a new medication, the physician can order the prescription through fax or call to a pharmacy. However, no refills of a current prescription can be refilled by a physician through this service.

Will records of my visit be shared with my family physician?

Physician notes from the visits will be shared with patients’ family physicians through fax within 24 hours.

Can I get a referral to a specialist during a virtual visit?

During the virtual visit the physician will assess you and determine if you need a referral to a specialty clinic. If required, the physician can facilitate a new and urgent referral.