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Q: How do I register?
A: Click here to be taken to our registration page. Make sure to have your health card number available.Within 48 business hours of registering, you will receive the following 2 emails from us:
1) An email containing a copy of our terms and conditions (can also be found here)
2) Invitation to complete your registration for the online patient portal, Pomelo.
Q: I signed up in the waiting room at the clinic, but I don’t see my welcome email.
A: Please check your Junk/Spam mail. Once you locate the email, unmark the sender as “junk” so that all future emails will be directed to your Inbox. If you are still unable to find the email, please call reception and ask that the email be re-sent. This will be re-sent within a few days.
Q: I registered for Health Myself. Do I need to re-register for Pomelo?
A: No. The name is the only thing that has changed about the portal.
Q: What if my partner and I share the same email address?
A: Everyone must have their own unique email address. In order for your partner to register for the portal, they will need to submit a different email address. Once they have completed the registration process you can search for one another in the portal and make a “connection” between both of your accounts (NOTE: Both parties will have to agree to the connection and check the applicable permission boxes to authorize the caregiver to be able to manage the dependent’s account.)
Q: Can I book appointments for my family members who are over the age of 16 (a spouse or adult parent for example) on my account?
A: Anyone 16 years of age or older must register for the portal. Once registered, you will be able to search for your family member (must have their full name, health card number and birthday) and make a “connection”. Adhering to privacy regulations, a person cannot be given consent just because they made a successful connection. Both family members must grant consent by checking on the boxes “Can Manage Appointments” and “Can Communicate with the Clinic” checkboxes.
Q: What if I change my mind and don’t want to register for the portal after I submitted my email?
A: Please let reception know as soon as possible and we will try to intercept the Registration Invitation. If you do receive the Registration Invitation, scroll to the bottom of the email and click “Decline invitation and stop receiving future invitations.”
Q: Do I have to submit an email for my children?
A: No. Children/ dependents under the age of 16 are not required to submit an email. When you are logged into the portal (Home Page), under “My Account”, click “Connected Accounts” and fill in the fields under “Add New Connection” and click Search.
Q: What happens when my child turns 16 years old?
A: When your child/ dependent turns 16 years old the portal will no longer allow you to manage their care. The child/ dependant will have to submit their own email. Once the registration process is complete, both parties are now able to make a “connection” in their portal accounts.
(NOTE: Both parties will have to agree to the connection and check the applicable permission boxes to authorize the caregiver to be able to manage the dependent’s account.)
Q: I signed up, but I don’t see my confirmation (welcome) email.
A: Check your Junk mail. Once you locate the email, unmark the sender as “junk” so that all future emails will be directed to your Inbox.
Q: What will I be able to do on the portal?
A: You will have the ability to book/cancel appointments and you will also receive email/mobile (SMS) appointment reminders and information about our upcoming programs/workshops.
Q: How do I enable Mobile/ SMS (text) appointment reminders?
A: Once you have completed the registration process, login to your account and click “My Profile” at the top right-hand side of the page. Scroll down and click the “Mobile/ SMS” tab and follow the verification instructions.
Q: What types of appointments can I book through the portal?
- Virtual Visits (video)
- Phone Consult
- * Regular Appointment
- * Urgent Appointment (with your provider)
- * Annual Physical
- * Baby Well Visit
- * Urgent Appointment
* We have temporarily disabled the booking of in-person appointments. Please call us for an in-person appointment, so that we can screen you for COVID-19 before your visit. When we are able to resume in-person visits, we will enable these appointment types. *
Q: What if I want to book an Annual Physical with someone other than my primary care provider?
A: You will have to call the office and book with reception.
Q: I received the message that my appointment is pending, what does this mean?
A: Some appointments need to be reviewed and confirmed by staff. You will receive an email once your appointment has been confirmed.
Q: Will I be able to access my personal health information on the portal?
A: No. This portal is for e-booking only. In the future, more features may become available.
Q: How do I book an appointment?
A: Once you have registered, Click Here to take you to the portal login page. Once you are logged in, click on the “Appointments” tab and click on “Book Appointment”. A list of appointment types that you can choose from will appear. Once you select the type, the portal will display the first available time for that type of appointment or you can view other dates and times available.
Q: What if I don’t see any available appointments during the time I need?
A: In this case, you may want to call the office (519-250-5656) and double-check. There are typically a few spots reserved for our patients that don’t use the portal that prefer to book their appointments by calling in.
Q: Who do I contact if I am having problems with my account?