"I’m having technical problems with virtual care... help!"

Islanders can access virtual health care services through their computer, smartphone, or tablet. You can connect with a PEI physician over a secure line for treatment of several conditions using text chat, audio, or video chat. Virtual care is a way to visit with your health care provider (e.g., doctor, nurse, social worker) using your phone, computer, or tablet.

You may see a health care provider virtually if:

• your health care provider offers virtual visits and believes the visit can be done virtually, OR
• you are seeing an off-island specialist through one of Health PEI’s clinics, OR
• you don’t currently have a primary care health care provider. See virtual healthcare for Islanders without a primary care provider (Maple) for the steps you need to take to be eligible for this service.

Not everyone is comfortable with this technology, so Health PEI has set up a Virtual Care Technical Support Desk to help you access this important service. 

Michael Lapointe is the Virtual Care Support Specialist at the support desk. We asked him a few questions about how he can help. 

What can the Virtual Care Support Desk help with? 

If you are having technical problems trying to have a virtual visit with your doctor, I can help you out. I can also answer questions about logging into Maple, do a test call with Zoom for Healthcare, help with a group meeting using virtual care, or provide help documents for any virtual care system used by a patient. 

If I call you, can you write me a prescription? 

No. I can only provide technical support, not medical or health-related advice. I can guide you to where you could find that support, such as on the provincial website. If you come up against roadblocks, like not having a family doctor, I can help get you on the patient registry list and onto Maple to find someone to help with your medical needs. 

I’m having problems using my Maple App. Can you help? 

Yes! I can help you navigate the Maple application if you are not familiar with it. If the Maple app isn’t working properly, sometimes restarting the Maple App on your phone or restarting your browser on your computer will fix the problem. I can help troubleshoot problems like that. 

I noticed you’re only available on weekdays. What if I have a problem on the weekend?  

You can still call the Virtual Care Technical Support Desk line and leave a message. I’ll get back to you as quickly as possible during regular office hours.  

I struggle with technology. Do I have to use virtual care? 

No. Virtual care gives you the flexibility to get your basic health needs met quickly wherever you may be, but it is not appropriate for everyone, in every situation. Visit the Find Health Care web page for a listing of Health PEI services for patients without a primary care provider.  

I’m interested in using Virtual Care. Are you able to help me learn? 

Yes! There are several ways I can help you, like guiding you to existing help documents on the Health PEI website.

If you’re having problems understanding the virtual care application or device you are using, I can help guide you over the phone. I could create a document to guide you through how to do something if that’s what you need. A video conference training session with the support desk is also an option on how to use a virtual care service.  
 
For more information on the Virtual Care Technical Support Desk, visit the web page, or contact Michael at virtualcare@ihis.org or 1-855-506-3963.