FAQs on teleconsultations

Most health care in Quebec is provided by doctors who are paid by the Régie de l’assurance maladie du Québec (RAMQ). They may work in an office (medical clinic) or in an institution (CLSC, hospital, etc.). The care provided by these doctors, whether on site or remotely, is covered by the RAMQ which means you do not have to pay anything.

A minority of doctors work in private clinics. They must indicate clearly that they are not paid by the RAMQ. It is the patient who pays.

There are also private companies that exclusively offer remote medical consultation services. Some are located in Quebec and others are outside Quebec or abroad. The cost is assumed by the patient.

It is important to ask how much the consultation will cost, whether it is by telephone or video conference.

Your doctor has your best interest at heart and their professional responsibilities toward you are the same, whether during a teleconsultation or an in‑person appointment. For various reasons, the doctor may consider a teleconsultation more appropriate. However, if you feel the need to see them in person, you have the right to request an in‑person appointment and you cannot be denied one unless there are exceptional circumstances.

Teleconsultations are appropriate for many health problems, but not. all. For example, a doctor may consider remote consultations appropriate to follow up on known chronic diseases and the results of certain laboratory tests.

Other problems require an office visit, especially when a physical examination is essential to make the right diagnosis. Remote consultations, particularly by telephone, have limitations. This is why it is important to agree with your doctor on the best option.

Important

During a teleconsultation, if the doctor believes that a physical examination is required, they cannot ask you to go to a walk‑in clinic or simply refer you to a hospital emergency room to have the examination. They must refer you to a specific doctor or clinic with which they already have an agreement in order to ensure your assessment is done. However, the emergency room is the right place to go if your condition requires immediate attention.

The doctor must make sure they use tools to protect the confidentiality of information. At the beginning of the first remote consultation, they must explain the risks associated with the use of information technology and obtain your consent.

You may have to wait for your appointment, like when you go to your doctor’s office. Expect a wait time of around one hour for your appointment.

1- Read and sign, where applicable, the consent form for the use of IT tools and remote medical consultations sent to you beforehand. Do not hesitate to ask questions if the information does not seem clear to you. Verbal consent alone is also accepted.

 You may withdraw your consent at any time.

2- Have ready and available:

• your RAMQ card because the doctor will ask to see it to confirm your identity. They might ask to see the card issued by the hospital too
• your list of questions, including a list of the symptoms you are concerned about;
• any information you consider relevant or you have been asked for (e.g., weight, height, blood pressure values, blood glucose values, etc.);
• a list of your medications and natural products, including the doses;
• a list of previously diagnosed illnesses, past surgeries, allergies and known illnesses in your immediate family.

Do not hesitate to ask the doctor any questions you have and mention any other concerns before the consultation is over. If someone else is with you during the appointment, you must let the doctor know.

3- At least 10 minutes before the appointment, make sure:

1- Have ready and available:

• your RAMQ card because the doctor may ask to see it to confirm your identity;
• your list of questions, including a list of the symptoms you are concerned about;
• any information you consider relevant or you have been asked for (e.g., weight, height, blood pressure values, blood glucose values, etc.);
• a list of your medications and natural products, including the doses.

2- At least 10 minutes before the appointment, make sure:

If someone else is with you during the appointment, you must let the doctor know.

Whether your medical appointment takes place in person or remotely, keep in mind that the doctor has the same professional obligations and must:

• ensure confidentiality and professional secrecy;
• provide quality medical care;
• maintain a quality therapeutic relationship with you;
• provide the follow‑up required by your health condition or, if they cannot do so, entrust this responsibility to a person who is qualified to do so.

Procedure

At the beginning of the teleconsultation, if the doctor is seeing you for the first time, they must introduce themselves by stating their full name and specialty and confirm that they have a valid permit to practice in Quebec.*

They must also:

• check your identity, possibly by asking to see your RAMQ card or your hospital card;
• obtain your verbal or written consent to virtual care if it is an initial consultation; they will ask you for it again if they see you for a new problem;

• ask you to state your geographic location;
• make sure that you are in a place where confidentiality will be respected;
• ask you if anyone else will be with you during the appointment and establish their identity;
• provide follow‑up for the health problem you are consulting them about (see question 4 also).

* You can make sure that the doctor’s permit is valid in Quebec by consulting the Collège des médecins du Québec’s Physician Directory. If you wish to file a complaint about a doctor, the Collège will only be able to intervene with a doctor who has a valid permit to practice in Quebec.

No, your doctor cannot send you a prescription for medication electronically (for example, by email or text message). They must send it directly to the pharmacy of your choice so that the pharmacist can determine that it is valid and accept it.