Converting a Chat visit to a Video visit

Converting a Chat Visit to a Video Visit – Clinical Guidelines

While most concerns can be addressed via Chat, there are situations where a video visit is more appropriate based on clinical judgment. Below are two common scenarios and guidance on how to proceed:

Scenario 1: Before the Visit Begins

The patient booked a Chat visit, but based on triage information, the MD determines the case is better suited for a video or phone assessment.

What to Do:

• Send a message to the Admin Team (using the Get Help chat) requesting to convert the appointment to a video or phone visit.
• The Chat fee will be refunded to the patient.
• The new visit can be billed to OHIP using appropriate codes (e.g., A101A or A102A).
• If you’re unable to see the case by video, you may suggest Admin offer it to another MD who is comfortable completing it via Chat.

💡 Reminder: Video and phone visits with a physician are insured services in Ontario and cannot be billed directly to patients.

Scenario 2: During the Chat Visit

You begin the Chat appointment and, during the conversation, determine that a video assessment is required for proper clinical evaluation.

What to Do:

• Complete the Chat visit to the best of your ability (e.g., initial assessment, history-taking).
• Send a message to Admin Team (using the Get Help chat) requesting a new video appointment for the patient. This can occur immediately if you’re available and the patient consents.
• The new video visit can be billed to OHIP (e.g., A101A), and you will still be reimbursed for the completed Chat component.

⚠️ Do not continue the visit via video during a Chat session. The patient must be rebooked into a proper video visit to comply with billing regulations.

Clinical Discretion

As an independent practitioner, you are responsible for using your clinical judgment to determine the appropriate visit format.

• If a concern is clearly inappropriate for Chat, do not proceed with the Chat visit.
• If this becomes clear during the Chat, it is acceptable to complete the visit and arrange a follow-up via video.

Maintaining clinical integrity and adhering to OHIP billing regulations ensures safe, appropriate care for patients—and proper reimbursement for you.