Frequently Asked Questions

FAQ – Consumers
FAQ – Providers

General questions

Q: How do I register?
A: You can register on the website or in the App by clicking on “Client>Registration” on the website or “Register” on the login screen of the client App.

 

Q: What does it cost to register?
A: Registration is free.

 

Q: How old must I be to use HouseCallsNow?
A: You must be at least 18 years of age to register and use HouseCallsNow.

 

Safety and security

Q: Is the information I provide safe and secure?
A: Your registration data is encrypted and securely stored in a server located in the USA. The information may be processed in the USA and may be accessible to law enforcement and national security authorities of that jurisdiction. Only HouseCallsNow has administrative access to the server but all data is encrypted.

 

Q: Is the health information about me as secure as that in a healthcare facility?
A: Yes. The health information you provide and new health information generated by your transactions are completely safe, secure and private. Health information is stored in a server compliant with guidelines and legislation for the storage of personal health information in Canada (Personal Information Protection and Electronic Documents Act – PIPEDA) and compliant with guidelines and legislation in Ontario (Personal Health Information and Protection Act, 2004 - PHIPA). The server has a U.S. HIPAA compliance certification as well.

When you call a physician, they can have access to your health information if you give them consent. Non-physicians do not have access to your health information. They only have information that you provide each time you call them.

 

Q: Are providers licensed and qualified to provide their service?
A: Physicians are credentialed by the respective College of Physicians and Surgeons as well as the Royal College and non-physicians are checked for licensing or certification, if the profession has one. In addition, a complete background check is carried out on all providers using an independent evaluator. Checks are made for criminal record, identity cross checks, employment verification, education verification, credit bureau inquiries and cross checks.

 

Q: Am I safe during a housecall visit?
A: In order to ensure your safety, every provider is registered, background checked and credentialed. In addition, we have made available an SOS button in our App. At any time, pressing the SOS button will transmit your location data and a predetermined text message to a list of third parties designated by you at the time of registration. In addition, the rating and review system for non-insurable provider services which results in patient and provider ratings and reviews by can alert future providers and patients about each other.

 

Q: How secure is my login password?
A: All information stored in our servers are 128 bit encrypted using the same standards as in Banking. In particular, your App login password or in-App passwords used (if any), are not stored. For the App, once you logout, you will have to re-enter the password to log back in. For in-App logins such as physicians accessing the OHIP website, you will have to enter the password each time you use the in-App to validate a patient.

 

Using the App

Q: How do I download the app?
A: HouseCallsNow is available for download on:
i. – iPhone (iOS 7 or newer)
ii. – Android (Jelly Bean or newer)

Q: How do I deal with privacy and permissions settings?
A: It is best to accept permissions and security settings advised by the App. This will allow smooth access to services by you and provide you the information you need to make your choices.

 

Requesting a service

Q: Can you reserve or book a housecall?
A: You can reserve or book a housecall for non-physician services in advance.

 

Q: What happens if I cancel a service after it is accepted by a provider?
A: Physician services: a cancelation by the patient after the call request is accepted by a physician will entail a cancellation fee of $ 30 + HST which is charged to the patient’s registered mode of payment. Physicians must notify HouseCallsNow prior to any cancellation of an accepted call and are obligated to serve the patient until an alternative physician is found or the patient is informed to seek care elsewhere.

 

Payment to provider

Q: How do I pay the provider?
A: For services that are not insured by governmental insurance, payment is automatically made to non-physician provider through your registered payment option. You do not have to pay for services that are insured by your respective governmental health plan.

Physician services are billed directly to the governmental health insurance agency (such as OHIP) for any eligible service (i.e. insured or medically necessary services). Physicians are not allowed to charge for any services that are insured and reimbursable by the governmental health insurance such as OHIP.

 

Q: Do I have to tip the provider?
A: No, there is no need to tip. Appreciation of service can be reflected in the rating and review for non-physicians.

 

Post-service ratings

Q: How do ratings work?
A: Both patients availing of non-insurable services and providers of such services are requested to rate each other at the end of every transaction. The rating is anonymous. It is averaged over a scale of 0-5. In addition, each party is allowed to write a review not exceeding 120 characters. The rating and review will be displayed beside the non-insurable service provider on the location map.

By law, we are not allowed to rate or review physicians and/or other health providers providing insurable services.

General questions

Q: How do I register?
A: You can register on the website or in the App by clicking on “Provider>Registration” on the website or “Register” on the login screen of the provider App.


Q: What does it cost to register?
A: Registration is free for the first year.


Q: How old must I be to be a provider in HouseCallsNow?
A: You must be at least 18 years of age to register as a provider in HouseCallsNow.

 

Safety and security

Q: Who does credentialing and background checks?
A: Credentialing and background checks are an essential part of our diligence to protect the provider and the client by ensuring well-trained, professional, safe and effective services. We take this task seriously and we distinguish ourselves by the quality of our providers and the effectiveness of our services.

Physicians: They are credentialed by the respective College of Physicians and Surgeons as well as the Royal College. These credentials are verified using standard verification criteria as in a healthcare institution. You will be instructed to submit copies of documents, licenses and certificates of registration for further review.

Non-physicians: You will have to submit copies of the requested licensing, certificates of registration, employment, education and training documents. These will be verified by an independent third party who will contact us with the results.

 


Q: What is the procedure for getting a background check done on a provider?
A: At the time of registration, an email address of the third-party background checking company will be given to you. You contact that company. We will inform that company of your application. They will instruct you about your existing documents and the steps required for them to conduct a background check. Once the check is done, they will send the results to you and a copy to us. We will then contact you.


Q: Do you get a certificate of the background check results?
A: Yes. You will get a certificate that says “I am back-checked” It will state the checks that have been done. This certificate has intrinsic value for you and for your future employments.


Q: Does the background check cost me?
A: a. Yes and no. We have negotiated a special discounted rate from the background check company for our prospective providers.
The first 100 providers who register and undergo the background check will not pay for the service.
After the first 100, the prospective provider pays the discounted rate. But this rate will be reimbursed back to the provider over the next 10 house calls by decreasing our fee for these 10 house calls. So, in effect, you would have paid nothing.


Q: Do providers get an option to ensure safe house calls?
A: Although no one can completely ensure “safe” house calls, HouseCallsNow makes every possible effort to enhance the safety of our providers. We have made available an SOS button in our App. At any time pressing the SOS button will transmit your location data and a predetermined text message to a list of third parties designated by you at the time of registration.

In addition, the rating and review system for non-insurable provider services which results in patient and provider ratings and reviews by can alert future providers and patients about each other.

 

Q: How secure is my login password?
A: All information stored in our servers are 128 bit encrypted using the same standards as in Banking. In particular, your App login password or in-App passwords used (if any), are not stored. For the App, once you logout, you will have to re-enter the password to log back in. For in-App logins such as physicians accessing the OHIP website, you will have to enter the password each time you use the in-App to validate a patient.

 

Post-service ratings

Q: How do ratings work?
A: Both patients availing of non-insurable services and providers of such services are requested to rate each other at the end of every transaction. The rating is anonymous. It is averaged over a scale of 0-5. In addition, each party is allowed to write a review not exceeding 120 characters. The rating and review will be displayed beside the non-insurable service provider on the location map.

By law, we are not allowed to rate or review physicians and/or other health providers providing insurable services.