Frequently Asked Questions

You’ve got questions. We’ve got answers.

See how Advica helps you navigate your healthcare path

We’ve grouped our most common questions into 5 categories. Please use the categories to find the answer to your questions. If you do not see the answer to your question below, please contact our team directly at [email protected]

General Information

Advica Health helps you access a variety of core service offerings, such as virtual health, nurse navigation, and concierge support, mental health navigator, and expert medical opinions. Depending on your plan type, you can access these and other health and wellness services.
  • Whenever you have a healthcare concern or issue that is non-urgent.
  • To consult a health care practitioner virtually, for a prescription refill, sick note or diagnosis of an acute illness.
  • Whenever  you may require assistance in navigating the healthcare system.
  • When you have been placed on a waiting list and would like to explore alternative options.
  • When you have received a diagnosis and want to obtain a comprehensive second opinion, or would like to know and evaluate your treatment options.
  • To schedule a health-related appointment (i.e. Specialist, MRI, CT Scan,).
  • To schedule a comprehensive physical, as a preventative measure.
  • For mental health concerns that may be impacting your day to day life patterns.

*Remember: Advica Health is not an emergency service. If you are experiencing a physical or mental health medical emergency, please dial 911 or go to your local hospital.

A Healthcare Navigator is a specialized health care provider, usually a Professional Nurse, who is focused on facilitating patient-centred access to care and services. 

  • Most Healthcare Navigators work with you from the point of screening or diagnosis to treatment and beyond. 
  • Healthcare Navigators can educate you about your prognosis, walk you through a diagnosis received from a physician or NP, uncover options for you to consider, and empower you to make more informed healthcare decisions.
  • Healthcare Navigators also provide you with a single point of contact when you have questions or concerns regarding a healthcare issue, as they help coordinate tests, treatment options, timely referrals to specialists and other ancillary care providers, based on your needs and goals

Health Information

Advica Health and our service partners  follow the highest standards when it comes to storing and protecting your personal health information, both electronic and otherwise. We follow PHIPPA (Personal Health Information Protection Act) and PIPEDA (Personal Information Protection and Electronic Documents Act) guidelines to ensure privacy and confidentiality for all our members. Also, none of your personal health information is ever shared with your employers.

By following these simple rules, you can also  help you ensure your information is kept secure:

  • Always log out when you leave the online health portal so no one can access your  account.
  • Find a private space as we cannot control who may hear our conversation on your end.
  • Try not to print your personal health information on shared printers. Someone could accidentally pick-up your information.
  • Never share your username or password with anyone. 
  • Change your password on a regular basis using the settings section of our health portal.
  • Make sure that your software and web browsers are up-to-date and use an up-to-date firewall and antivirus software.

You and your family/dependents cannot see each other’s health data and records, unless you have dependent children under the age of 18. Everyone over the age of 18 will be set up on an individual account and health information will only be shared between healthcare providers and family members when a written consent has been received by Advica Health. In order to add your family members to your account, you can log in and add them from your dashboard.

Your employer can only see statistical data on the overall organization health. They have no access to your personal health information and/or records.

Yes. Your information is yours to share with your physician, dietitian, physiotherapist, or any designated professional helping you achieve your health goals. Please ask the Nurse Practitioners to pass on your health records so you can share as needed.

For any account related or technology specific inquiries around virtual health, please email our Virtual Health Partners, Wello at [email protected].

For any other account related inquiries around other service offerings, or to make changed to your plan, please contact us at [email protected].

If you already have a blended plan, you can add family members to your own account. Please note that spouses/partners, or dependents over 18 years of age will be asked to provide a personal email address to ensure client confidentiality. They will receive an invitation to the service to their email address and will have to register separately for their online account.

If you do not have access to adding family members on the online portal, but would like to add that option, you can email us at [email protected]

If you have any questions about your services or have feedback to share, please email us at [email protected]. If you are on an employer health benefits plan, you can always reach out to your employer to make changes to your coverage.

If you do not have access to adding family members on the online portal, but would like to add that option, you can email us at [email protected].

Virtual Healthcare

We have partnered with Wello, our Virtual Health Partners to provide employees with direct and friendly access to healthcare professionals via phone or video chat – from anywhere within Canada.

Wello’s team of in-house clinicians help employees skip the line at the doctor’s office when they need quick access to:

  • Medical diagnosis
  • Prescriptions and requisitions
  • Specialist referrals
  • Mental health support
  • Chronic illness management and prevention
  • Health coaching and advice and much more

The Nurse Practitioner may be able to give you a sick note for up to 5 days at a time, but this will be determined on an individual basis.  Please note that the note will indicate that this is a telemedicine visit so sometimes might be more appropriate to be seen in person based on your illness.

Virtual healthcare, sometimes called telemedicine or on-demand medical care, is definitely safe, effective and timely. The Nurse Practitioners can accurately diagnose many common illnesses and injuries without a hands-on examination.

Examples include, but are not limited to abrasions, bruises, and minor cuts; acne; allergies, upper respiratory infections; insect bites and stings; nasal congestion, flus, fever, and sore throats; nausea, and vomiting; diarrhea; erectile dysfunction; frostbite, hives, and skin infections; sinus infections; headaches and migraines; insomnia; pink eye or itchy eyes; lice; prescription refills; sprains and strains; urinary tract infections (UTIs); travel medications; and many more. They are also able to write sick notes for school or work, when appropriate.

Nurse Practitioners are Registered Nurses (RNs) who have undertaken graduate education and training in advanced clinical practice. Nurse Practitioners conduct comprehensive health assessments, diagnose health / illness conditions, treat and manage acute and chronic illness within a holistic model of care.

They can order and interpret screening and diagnostic tests, perform procedures, prescribe medications and therapeutic interventions and provide specialist referrals. All nurse practitioners follow guidelines from their professional body and ensure a professional yet empathetic approach to healthcare delivery.

A phone call/video visit is typically scheduled for a 15 minute time block. If you require extra time, the team can arrange another mutually agreeable day/time to get in contact. 

The Virtual Health Service is powered by our partners at Wello.

To access this, you can:

  • Simply click on your registration link and create an account login and password.

Before you can book an appointment, you will need to complete:

  • Certain information on your account.
  • Sign off on consent forms.


Once you are registered, simply log in to your account, using your email and password and use the dashboard to schedule an appointment.

If for some reason you are unable to make your appointment and need to cancel or reschedule it, please log in to send us a secure message within your Wello account or email our Wello Medical Care Coordinator at [email protected]

Usual hours of operations are 7am to 9pm local time on weekdays and after-hours during other times and on weekends.

Mental Wellbeing

We have recently launched our Mental Health Navigator program, to ensure that our members’ have access to mental health professionals such as psychologists, counsellors and even psychiatrists, if appropriate. Our service partner, Teladoc Health now provides Mental Health Navigation and Expert Medical Opinion services for all of our clients. The MHN program offers a confidential and convenient way to access quality healthcare when and where you most need it. By scheduling a virtual visit with an expert mental health professional including Canadian psychiatrists and psychologists, they are able to provide an assessment of your diagnosis and make further recommendations on an appropriate treatment plan and next steps for your healthcare journey.

We want to help you get to a state of mental health and wellness.
Some examples of when to reach out are; If you’re not feeling like yourself, confused about a personal situation, experiencing anxiety or depression, are overwhelmed with life’s challenges, need help understanding your mental health condition and treatment options or simply need help locating mental health providers nearby.

This service can be accessed through our Nurse Navigation team as and when required. Before your visit, you will be asked to complete a brief mental health questionnaire to help your therapist or psychiatrist understand where you’re at and how you’re feeling. You can choose a therapist or psychiatrist and propose three times that work best for you. Your chosen provider will work on coordinating the schedule with you through the message center.

You will have a virtual conversation with the mental health professional just as if you were at their office in person. They are there to make you feel comfortable and heard to help provide you with a comprehensive care plan. 

When you schedule a visit, the initial questionnaire will explore your preferences for your mental health professional as well as questions about what your specific needs are. From that, we are able to choose a matching specialist profile, which will display information including gender, language, and specialties. 

Medical Experts Service

When you have concerns or questions about a diagnosis, need help deciding on a treatment option, or question the need for surgery, Medical Experts can help provide you with access to the world’s top medical minds. Our Partners at Teladoc and their medical experts are peer-rated as the best in their fields of specialties and can provide advice on a wide range of conditions, from sports injuries and pregnancy complications to rare conditions, chronic diseases, and life-threatening illnesses.

Use Medical Experts to get an expert medical opinion when you want:

  • Confirmation of a recent diagnosis.
  • A review of an upcoming surgery or treatment plan.
  • Help with a chronic condition.
  • A specific question about your health answered.

Also, if you need help finding a specialist for an in-person visit, we will search our database of medical experts to see if any of our doctors meet your criteria and practice within a distance that works for you.

You can request an Expert Medical Opinion through our Nurse Navigation team, who can even help offer you questions to ask your treating physician, so you feel confident and prepared for the visit. Once a case is opened, a member of the clinical team will call you to better understand your needs, determine what types of records need to be collected, and to answer your questions about the process as well.

Teladoc Medical Experts help provide medical information only. These services do not provide medical care, diagnoses, or treatments. You will not be a patient of Teladoc or of any Teladoc Health expert who reviews your case. These services are only for additional medical insight on your condition. No doctor-patient relationship will be created between you and Teladoc or you and a medical expert. Your treating physician is still responsible for your care and all treatment decisions will be made solely between you and your treating physician.

Advica Health App & Portal Information

The Nurse Navigation is a virtual team of nurses that can assist you with navigating the healthcare system and collaborating with your current healthcare team for non-emergency and non-urgent health concerns. The team also has a member care coordinator that can support non-medical needs, such as arranging appointments and connecting you with the Nurse Navigators.

  • Whenever you may require assistance in navigating the healthcare system.
  • Support with finding a family doctor or specialist 
  • Help with finding ancillary providers 
  • Help with booking health-related appointments 
  • Arranging diagnostic imaging appointments 
  • Obtaining a second opinion  
  • Accessing the mental health navigation program 
  • Support with mental health (non-emergency & non-crisis support) 
  • Health education and Health promotion 
  • When you have been placed on a waiting list and would like to explore alternative options.
  • As a preventative measure, schedule a comprehensive physical assessment at one of our partner clinics.

Maple is made up of a team of virtual health care practitioners, such as Nurse practitioners and General practitioners, that can help you with non-emergency and non-urgent health concerns that you would typically go to a walk-in clinic for or discuss with a doctor.

  • Health advice 
  • prescriptions, when medically appropriate
  • medical notes, when medically appropriate
  • lab requisitions, when medically appropriate
  • imaging requests when medically appropriate
  • Referral requests, when medically appropriate

If you are unsure who to contact, please contact the Navigation team, as it’s your central hub of information, and we would be happy to direct you to the appropriate service for the best healthcare outcomes. 

Your email is a unique identifier used to send information and consent forms specific to you. You will also use this email to log in to your Maple account and the Advica health portal. Having your own email is important for confidentiality, as health information may be sent to this email. 

Zoom is embedded into the Advica Health member portal. This is why you do not see a link for the Zoom meeting. The Zoom app must be installed on your device before joining a video session. When it’s time for your appointment, click the “Join Video Session” button, and you will be automatically connected to the meeting. Please follow this link here for more information on how to join your Zoom video appointment through the Advica Health member portal.

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We approach each case individually, creating a well thought out plan that will lead to the healthiest possible outcome.