EQ Care Evolution FAQ (For Users)



What’s happening?

Since joining TELUS Health, we've been hard at work building a brand new platform, TELUS Health Virtual Care, which you will soon have access to instead of EQ Care. This new platform contains all the best features of EQ Care, as well as some new additions:

  • A new and improved service experience to discover, either via the app or the web portal, designed with you in mind. You will be able to log in with the same credentials as before to access our brand new platform.
  • New functionalities such as the possibility to send medical notes to your family doctor electronically, and broader on-demand access to healthcare professionals.

When is this happening?

The evolution will take place between March and April 2022. Your plan provider will be in touch to provide you with a more specific timeline and documentation to support this event.

From the date of your evolution onwards:

  • Upon logging into the EQ Care app, you will be prompted to download the TELUS Health Virtual Care app.
  • If you use the EQ Care web-based application, you will simply be prompted to access the new TELUS Health Virtual Care web application.
  • If you visit the EQ Care user portal, you may be redirected to the new TELUS Health Virtual Care portal.

We will be maintaining the service on the web-based platform for months after your migration to ensure that all registered members have the opportunity to transfer to the new service. (Note that the EQ Care platform will be available for you to access your prior history but you will only be able to initiate medical consults on the TELUS Health Virtual Care app.)


What is TELUS Health Virtual Care?

TELUS Health Virtual Care brings together the best of EQ Care with the best of Akira by TELUS Health — TELUS Health’s pre-existing virtual care service.

With TELUS Health Virtual Care, you will continue to benefit from 24/7, on-demand care services delivered in French and English, anywhere in Canada; you will now also be able to:

  • Engage with the clinical team in new ways, via chat or video.
  • 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, clinician-to-clinician consultations with dermatologists and psychiatrists, pharmacists, and more.
  • Benefit from greater continuity of care thanks to TELUS Health Virtual Care’s ability to electronically share medical notes with other healthcare professionals – with your written consent.

Will I need to download a new app?

If you enjoyed the EQ Care web-based application in the past, you will simply be redirected to the new TELUS Health Virtual Care web portal.

For app users, the TELUS Health Virtual Care mobile app will be available for download from the App Store and Google Play. Members will be redirected to the appropriate app store from the EQ Care app at the time of transition.


Will I still be able to use the EQ Care app?

We will be maintaining the EQ Care web-based app so you can still access your previous care plans and other supporting materials EQ Care clinicians might have sent to you. These documents will also be available on the new TELUS Health Virtual Care platform. However, from the date of transition, you will not be able to start a consultation on the EQ Care web app. You will need to log in to the TELUS Health Virtual Care app to consult with our clinicians on-demand. You can log in using your current EQ Care username and password.

As of April 28th, users will no longer be able to log in to the EQ Care mobile app. Members will be automatically redirected to the TELUS Health Virtual Care app listing on the App Store or Google Play store.


Where can I download the new TELUS Health Virtual Care app?

If you have an iOS device, please visit our Apple App Store page.

If you have an Android device, please visit our Google Play Store page. Members will be redirected to the appropriate app store from the EQ Care app at the time of transition.


Will the web portal and web application for browser-based consults also be changing?

Yes, there is now a single portal with sign-up and sign-in functionalities, as well as an FAQ, located at telushealth.com/vcportal. At the time of evolution, members who visit their EQ Care portal may be prompted to visit this new portal.

Similarly, members who visit the browser-based web application will be prompted to access the new TELUS Health Virtual Care web application login page at https://virtualcare.telushealth.com/patient.



Will I be able to use the same username and password?

Yes, your username and password will remain the same.


What if I forgot my password?

The password recovery process will be the same: use the “Forgot my password” link on the TELUS Health Virtual Care platform.


Who do I contact if I need help?

You can reach out to us should you need any technical help at: [email protected]


My spouse and children are using EQ Care - will they also have access to TELUS Health Virtual Care?

All of your family members will be migrated to TELUS Health Virtual Care. Your dependents under 16 years old (14 years old in Quebec) will appear under your profile, and you will be able to start a consult on their behalf (for which they must be present). Your spouse and older children will have their accounts transferred to TELUS Health Virtual Care, and they will be able to login using their existing EQ credentials.


What happens to my personal information?

To ensure continuity of care, your personal information, including your health information, will be safely migrated to the TELUS Health Virtual Care platform. Prior to migration, you will receive a notice of change of custodianship via email.


I had an appointment on EQ Care at the time of transition, what do I do now?

One of the many benefits of TELUS Health Virtual Care is access to on-demand primary care, with no appointment bookings necessary. Our care management team will notify you of your migration date during your consult, and will not schedule any appointments on EQ Care on or after that date.


What if I am waiting for lab or imaging results at the time of migration?

As soon as we get your results back, our clinical team will send you a message in the TELUS Health Virtual Care app letting you know that your results are ready for review. If you have not yet downloaded the app, you will also receive an email notification with instructions to download. Once you download the app, you can start a consultation and you will be triaged to a practitioner who will review your results with you.


Will I still have access to my inbox and care plans?

You will have access to your inbox and care plans on the EQ web-based app. You will however not be able to start a new consult on EQ Care.

You will also have access to all your previous consult history on the TELUS Health Virtual Care app, including prior documents shared between yourself and the clinical team, as well as your care plans.


What if I already had an existing account on TELUS Health Virtual Care (Akira)?

If you had a prior account on TELUS Health Virtual Care and were using the same email address as your credentials on the EQ Care app, we will merge both of your accounts during the migration, meaning you will have access to all of your history under one account. You will still use your EQ Care password in order to sign in.


Will I still have access to the same practitioners?

EQ Care practitioners will also be transitioning to the TELUS Health Virtual Care team and will join a growing team of primary care practitioners including nurse practitioners and physicians.


I had never previously used EQ Care - how do I register for the TELUS Health Virtual Care app?

Download the TELUS Health Virtual Care app (if you have an iOS device, download from the App Store, and if you have an Android device, download from Google Play, tap “become a member” and follow the instructions. If your benefits provider has communicated that you will register using a group number and personal identifier, then you will need to enter both of these IDs in order to authenticate your account.

Alternatively, you may have received an invitation email from TELUS Health Virtual Care directly by email. You can follow the instructions in that email to activate your account.