Consult+ help and support

You can use it to:

• Talk to healthcare professionals
• Get prescriptions and refills for most medications^{* Footnote *}
• Get referrals for lab work, when medically indicated
• Access self-led therapy for mild and moderate depression and anxiety 
  
• Ask questions about your children’s health
• Find health resources
• Find mental health and well-being specialists such as psychologists, dietitians, and work and life coaches^{** Footnote **}
• See your account history (e.g., chats, prescriptions, referrals, care plans)

Some health conditions need an in-person medical evaluation or aren’t included as part of Consult+. These are:

• Consultations on mental health issues (including some prescription renewals) 
• Referrals to external specialists, which aren’t suggested by our medical team 
• Assistance from care managers navigating the health care system, which isn't medically required by our medical team
• Prescriptions of controlled substances 
• Life-threatening conditions 
• Conditions needing a neurological, eye, ear, lung, heart and blood vessels, abdominal or genital examination 
• Moderate to major muscle and skeleton conditions in the absence of an assessment report 

You can chat with Consult+ healthcare professionals in English and French.

You can use it anywhere in Canada. You can use it 24/7.

Yes, Consult+ will send a record of your check-up to your family doctor at your request.

Consult+ can send a prescription to your pharmacy electronically. You can pick it up at the pharmacy or arrange for delivery. Delivery charges may apply.

Consult+ doesn’t pay for your prescriptions. You may be able to claim this cost through your group benefits plan. It’s like getting your prescription at the pharmacy yourself.

If you’d like to cancel an upcoming appointment, please speak directly to our clinical team through Consult+. This can be done by signing into Consult+ and continuing your chat with them.

If your account is deactivated and you’d like to cancel your upcoming appointment, please reach out to canada-life-support@dialogue.co.

Please note that missed appointments or late cancellations (less than 1 hour before your appointment) will result in a $25 fee.

iCBT stands for internet-based cognitive behavioural therapy and is included with your Consult+ account.

This self-led therapy provides preventative support for people with mild to moderate symptoms of depression and anxiety. iCBT can be accessed under the Mental Health tile where you can access health score questionnaires and self-care toolkits that support:

• Depression
• General anxiety
• Social anxiety
• Divorce and separation
• Loss and bereavement
  

An EAP can get you help when you need it for things like:

• Short-term mental health support to manage stress

• Life and family issues

• Legal and financial advice

• Work and career support

• Navigating resources and support

EAP services can be accessed simply by signing into your Consult+ account, with support available through the various tiles.

Yes, dependants aged 14 and older can register for their own Consult+ account and use the EAP features.

The Consult+ application can be used 24/7, while consultations will be coordinated between core business hours of 8:00 a.m. to 8:00 p.m. Monday to Friday, and 10 a.m. to 4 p.m. on Saturday and Sunday, based on your time zone.

If you believe your benefit plan is supposed to include this coverage but services aren’t accessible, contact your plan administrator.

Consult+ MHS can help treat short-term mental health issues, supporting you using a multidisciplinary team that includes nurses, doctors, psychotherapists, psychologists, mental health specialists, and case managers.

You have access to as many sessions as needed to get you back to functional remission for short-term issues. MHS can support issues including, but not limited to:

• Insomnia
• Anxiety disorders
• Depression
• Grief and bereavement
• Stress and burnout
  

MHS services can be accessed simply by signing into your Consult+ account and starting a consultation.

Yes, dependants aged 14 or older can register for their own Consult+ account and use the MHS features.

The Consult+ application can be used 24/7 while consultations will be coordinated between core business hours of 8:00 a.m. to 8:00 p.m. Monday to Friday, and 10 a.m. to 4 p.m. on Saturday and Sunday, based on your time zone.

If you believe your benefit plan is supposed to include this coverage but services aren’t accessible, contact your plan administrator.

Go to canadalife.comOpens in a new window and sign in to GroupNet™ for plan members as a customer. If you’re new to GroupNet, select the Start registration button to create your account.

Once you’ve signed in to GroupNet, go to Coverages & balances, select Health, scroll down to Other coverage and you’ll see a link to Consult+. You can download the Consult+ app to your phone or tablet. Or use your web browser on your desktop to access the Consult+ website.

You’ll need to create a Consult+ account. For this you’ll need your Canada Life plan number and member ID, so have this information handy.

You can find both on your Canada Life benefits card. If you don’t have your benefits card handy, you can find it on GroupNet under Forms & benefit cards.

If there was a plan number in your onboarding email, use this number.

Only the primary account user, can add family members.

1. Click on Profile on the app or the dropdown button beside your name on the website
2. Choose Family
3. Provide their information:
   1. For anyone 14 and older – select Add adult and submit their email address. They’ll get an email invite on how to set up their Consult+ account.
   2. For children younger than 14 – select Add child and fill out their account information. They’ll be under your personal account.
      

1. Start a consultation through the chat function.
2. Answer ALL the questions asked in the chat.
3. If your consultation doesn’t need a referral outside of our medical team, you’ll be given the option to schedule the next available appointment or schedule an appointment for later.

Please note you won’t be given the option to schedule an appointment if your health condition can’t be treated by telemedicine and requires a referral to an outside clinic or the emergency room. In this case, our medical team will be happy to help you find the most accessible resource for you.

Consultations with nurses and doctors are unlimited because they’re part of your group benefits plan. However, consultations with dieticians, work and life coaches, psychotherapists and psychologists aren’t included. You’ll get an invoice from Consult+ after your appointment with the professional, and a receipt once the invoice has been paid. Depending on your coverage, expenses may be submitted to your benefits plan for reimbursement.

To pay for services on Consult+, you must first enter your credit card information on your account:

1. Sign in to your Consult+ account
2. Select the top-right icon on the home page
3. Select Payment
4. Select Add card and enter your credit card information. Consult+ only supports VISA, MASTERCARD or AMERICAN EXPRESS
5. After your appointment we’ll send you an invoice. On the invoice, simply select the dollar amount and accept the cost.
   

On the mobile app

1. Click on Sign in
2. Enter your email address you used to register for Consult+ and select Forgot?
3. Confirm your email address by clicking on Reset
4. You’ll get a password reset link by email

On the website

1. Enter your email address you used to register for Consult+ and click Forgot Password?
2. Confirm your email address by clicking OK
3. You’ll get a password reset link by email

If you haven't received a password reset email:

• Check your junk mail
• Make sure you used the correct email address (the one you used to register for Consult+).

If you don’t have access to the email you used to register (e.g., your work email), contact canada-life-support@dialogue.co to change your sign in email and reset your password.

To ensure the safety of our patients, it’s not possible to edit your name, date of birth, and sex at birth in both the mobile app and on the website. If you made a mistake while creating your profile, please ask the Dialogue care team to change the information for you by emailing them at canada-life-support@dialogue.coOpens in a new window.

You may change your province, phone number, communication language preference, or account email using the following steps:

On the IOS mobile app

1. Tap on the Profile button in the lower right of the application, then select Account
2. Tap on Edit in the upper right of the application
3. Modify the information in your profile by tapping on the field(s) you want to edit

On the Android mobile app

1. Tap on the hamburger menu in the upper left of the application, then select your name
2. Modify the information in your profile by tapping on the field(s) you want to edit

On the website

1. Click on the triangle-shaped icon next to your name and select Account
2. Modify the information in your profile by clicking on the field(s) you want to edit
   

On the mobile app

1. Click on the file icon at the bottom of the chat. This will give you a choice of either taking a picture or choosing one that’s already saved on your mobile device.

Note: you can only send image files using the mobile app. If you want to send other file types, you can do it from the website.

On the website

1. Click on the file icon at the bottom of the chat. This will open a file upload feature where you can choose which file you want to send.

• You can request them directly on the care platform and they’ll be shared with you on the platform following an ID verification (through Video ID).
• If you’d like your records shared with a third party, you’ll be requested to complete an authorization form and return it to the Consult+ Care Platform support team to be processed. The medical documents will be sent directly by Dialogue’s care team to the third party you’ve identified on the form, generally by fax, and the consent form will be archived in the Consult+ platform.