Patients and providers are expected to be ready to start consultations on time. If a patient doesn’t show up for the consultation within 10 minutes after you’ve sent your initial message (“no-show”), you are not required to wait. This policy outlines steps for handling no-shows.
Please select the relevant consultation type to learn more:
On-demand, scheduled, and corporate (B2B) consultations — Patient no-show
On-demand, scheduled, and corporate (B2B) consultations — Patient no-show
Once you’ve sent your initial message:
Wait five minutes for the patient to reply.
If you haven’t heard back, you may send a message of this nature: “It looks like you’re away from your phone or computer. I’ll leave this chat open for another five minutes. If I still don’t hear from you by then, I’ll need to end the visit to assist other patients.”
After 10 minutes of waiting, you may close the consultation with charge.
OHIP general practitioner consultations — Patient no-show
OHIP general practitioner consultations — Patient no-show
Once you’ve sent your initial message:
Wait five minutes for the patient to reply.
If you haven’t heard back, you may send a message of this nature: “It looks like you’re away from your phone or computer. I’ll leave this chat open for another five minutes. If I still don’t hear from you by then, I’ll need to end the visit to assist other patients.”
After 10 minutes of waiting, you may close the consultation with charge and enter the applicable billing code:
Patient has a verified health card: 000 Visit Not OHIP Compliant
No health card: 999 Visit Not OHIP Compliant, no valid health card
Since patients are limited to one GP consultation per day, our team may reach out to you later to confirm that the consultation didn’t take place in order to assist the patient in requesting another consultation.
For more information on billing codes and payment, check out our OHIP-covered GP consultations help desk article here.
If you have any questions please don’t reach out to our Customer Support team.