FAQ on the EQ Care portal migration to TELUS Health Virtual Care platform
Over a year ago, EQ Care has joined the TELUS Health family. In line with this acquisition, EQ Care will become TELUS Health Virtual Care effective April 27, 2022.
This change will provide you with an improved experience, either via the app or the web portal, while using the same logins as before to access this new platform.
Effective April 27, 2022:
- If you use the EQ Care web portal, you will be prompted to access the new TELUS Health Virtual Care platform.
- If you use the EQ Care app, you will be prompted to download the TELUS Health Virtual Care app when you log into the app.
The EQ Care service will be maintained until all registered clients have had the opportunity to transfer to the new TELUS Health Virtual Care platform. (Note that the EQ Care portal will be available to access your prior history, but you will only be able to receive consults on the new TELUS Health Virtual Care platform).
With TELUS Health Virtual Care, you will continue to benefit from 24/7, on-demand care services delivered in English and French, anywhere in Canada.
In addition, you will be able to:
- Engage with the clinical team in new ways, via chat or by video.
- Engage with health professionals on-demand or by appointment.
- Access a wider network of allied health providers, including more mental health professionals, nutritionists, physiotherapists.
- Benefit from an expanded care team — triage by registered nurses, consultations with nurse practitioners and/or physicians.
- Benefit from electronic sharing of medical notes with other healthcare professionals – with written consent from the patient — to support continuity of care.
No. If you used the web portal in the past, you will be automatically redirected to the new TELUS Health Virtual Care login page.
If you are using the mobile application, you will need to download TELUS Health Virtual Care. You will be prompted to access the App Store or Google Play from the EQ Care app at the time of transition.
Effective April 27, 2022, you will need to log in to the TELUS Health Virtual Care app to obtain a consultation on-demand, or by appointment. You can log in using your current EQ Care username and password.
Your previous care plans and other supporting materials that EQ Care might have sent to you will also be available on the new TELUS Health Virtual Care platform.
Yes, there will be a new web portal for browser-based consults. At the time of transition, you will be redirected to the new TELUS Health Virtual Care platform from the ontariobluecross.eqcare.com website.
Effective April 27, 2022, the new link to access the web portal will be: telushealth.com/onbluecross/virtual-care.
Yes, your username and password will remain the same.
The password recovery process will be the same, using the “Forgot my password” link on the TELUS Health Virtual Care platform.
You can reach out to TELUS Health should you need any help during the transition period by phone at 1-855-449-4994 or by email at the following address: help@vc.telushealth.com.
All eligible family members will be transferred to TELUS Health Virtual Care. Your minor dependents under the age of 16 will appear under your profile, and you will be able to start a consult on their behalf. Your spouse and children of 16 years of age and older will have their accounts transferred to TELUS Health Virtual Care, and they will be able to login using their existing EQ Care credentials.
To ensure continuity of care, your personal information, including your health information, will be safely transferred to the TELUS Health Virtual Care platform. Prior to migration, you will receive a notice of change of custodian via email.
EQ Care practitioners will join the TELUS Health growing team of health care professionals, including nurse practitioners and physicians.
Before April 27, 2022, you can create an EQ Care account:
- From the EQ Care web portal, visit ontariobluecross.eqcare.com.
- From the EQ Care app, download EQ Care from the App Store or Google Play.
On or after April 27, 2022, you will need to create an account:
- From the TELUS Health Virtual Care web portal, visit telushealth.com/onbluecross/virtual-care.
- From the TELUS Health Virtual Care app, download TELUS Health Virtual Care from the App Store or Google Play. Please click on “become a member” and follow the instructions.
In all cases, you will need to register using your group number 9255 and personal identifier (which is your individual health insurance contract). Then you will need to enter both of these id’s in order to authenticate your account.