Frequently Asked Questions

What is an eVisit?

An eVisit is just like a regular appointment; the only difference is that you will see and speak with your health care provider online through a secure videoconference.

Do I have to be at the hospital for my eVisit?

No, eVisits allow you to have your appointment in your own environment. You can have your eVisit wherever you have a private location and a good internet connection.

What do I need for an eVisit?

You will need a computer, tablet or smart phone, an e-mail address and a good internet connection to join a secure videoconference offered by the Ontario Telemedicine Network.

Can I receive my care through eVisits?

It is possible, depending on the care and assessments you need. Please ask your health care provider if eVisits could be right for you.

Are eVisits private?

Yes, eVisits through OTN are private and confidential. Your eVisit is only seen and heard by the healthcare provider involved. It is not being videotaped or recorded.

Is there a cost involved?

No. An eVisit with a healthcare provider is available to anyone with a valid Ontario Health Card.

What is the Ontario Telemedicine Network (OTN)?

OTN is a not-for-profit organization, funded by the Government of Ontario to bring virtual care innovation to the people of Ontario. HHS uses the OTN online platform for eVisits. For more information, please visit www.otn.ca.

My next appointment will be an eVisit – now what?

You will be asked to sign a consent to participate in eVisits and will need to provide an e-mail address. Your next appointment will then be scheduled as an eVisit.

How does an eVisit work?

When the eVisit is booked, you will receive an email from “OTN No Reply” which includes a link that you need to click on to join the video conference at the date and time of your visit. When you click on that link, it will connect you securely to the videoconference with your health care provider.

Is there anything I have to do to prepare for my eVisit?

Yes. The email that you receive with the eVisit link also has instructions on preparing for your visit. If using a desktop or laptop, no downloads are required. If using a smart phone or tablet, you will need to download an app with the links provided.

Should I use the “test your device” link in that email?

Yes, please do this as soon as you are able. Testing the device you will use for the eVisit in the location you will be in is important to ensure the visit will be successful.

The test didn’t work. What should I do?

You can access OTN Support by calling 1-855-654-0888. If it still doesn’t work, please contact your healthcare
provider’s office to schedule an in person appointment.

Are there any tips for me to get the most out of my visit?

Yes, some tips include:

• Ensure you have used the test your device link in the email.
• Find a quiet, well lit, private location for the eVisit.
• If using a smart phone or tablet, please use a headset (such as ear buds with a microphone) to ensure the
  best audio.
• Have any information ready that your healthcare provider has asked for such as medications.

When should I join the visit?

Click on the link for the visit at least 5 minutes before the visit time. This gives you time to ensure you can connect
and address any issues. Also, if your health care provider is early, the visit can start early.

I clicked the “Start eVisit” link in the email and it’s not working – what should I do?

For all technical related issues, please contact OTN Support by calling 1-855-654-0888. If it still doesn’t work,
please contact your healthcare provider’s office to schedule an in person appointment.

I have clicked the link and my health care provider hasn’t joined – should I leave?

We strive to be on time. However, sometimes schedules in a hospital can be unpredictable. Please wait 10-15
minutes past the starting time of your appointment to give your health care provider the opportunity to join. If
they don’t after 10-15 minutes, please contact their office to reschedule your appointment.

Who does eVisits?

This is currently being rolled out at HHS, so not all providers are doing eVisits currently. Please ask your healthcare
provider if they are able to offer eVisits.

I have feedback on eVisits – where can I share it?

Feedback on things that work well and things that do not is very important – it helps us make things better! If you
receive a survey via email after your eVisit, you can share your feedback there or with your health care provider.

You can also contact:
Patient Experience and Feedback
Hamilton Health Sciences
905-521-2100 ext. 75240
patientexperience@hhsc.ca