What to expect

Finding a primary care provider

Health Care Connect will assist registrants with their search for an available primary care provider. However, finding, assessing and accepting a primary care provider remains the responsibility of the registrant or that individual's substitute decision-maker (if applicable).

Health Care Connect does not provide health-care advice, services or treatment. Instead, it helps connect registrants with available health-care services. Registrants with higher health-care needs will be prioritized.

Timing and preferences

Registering with Health Care Connect does not guarantee that a primary care provider will be found immediately or that a primary care provider will meet registrants' particular preferences for primary care.

For immediate health-care needs, registrants can access local health care services, or contact Health811 to connect with a registered nurse, day or night, for free, secure and confidential health advice.

Keep information accurate

Health Care Connect relies on the accuracy of the information provided by registrants to help find a primary care provider. Registrants are responsible for providing accurate and up-to-date information at the time of registration and while registered to enable relevant referrals to a provider.

Families

For families who registered together as a group, Health Care Connect will try to find one primary care provider or team that can accept your whole family. However, this may not always be possible.

Responsibility of registrant or substitute decision-maker

Withdrawing if situation changes

If a registrant finds a primary care provider on their own after registering for Health Care Connect, registrants should contact Health Care Connect as soon as possible or remove themselves so that registration records can be updated.

Registrants can withdraw from Health Care Connect at any time by contacting their Care Connector, calling 811 or online by visiting Ontario.ca/HealthCareConnect.

When matched with a primary care provider

When a registrant is matched with a primary care provider, the registrant or the individual's substitute decision-maker and the provider will receive a notice with each other's information.

The primary care provider is responsible for contacting the registrant to set up an initial appointment.

A primary care provider for ongoing primary care is a matter of personal choice. It remains the registrant's responsibility to determine if that primary care provider is able to meet their health-care needs.

Health Care Connect does not guarantee that each primary care provider has been evaluated before their name and contact information is shared.

A primary care provider's regulatory College is required to maintain a public register containing information about the primary care provider, including the primary care provider's class of registration, and any terms, conditions and limitations that are in effect. For public information regarding a primary care provider, please contact the primary care provider's College directly at the number or website listed below:

College of Physicians and Surgeons of Ontario    
1-800-268-7096
(416) 967-2617

College of Nurses of Ontario    
1-800-387-5526
(416) 928-0900

Respectful communication

Health Care Connect will not tolerate behaviour that is harassing, abusive, threatening, intimidating, discriminatory or otherwise inappropriate.

Examples of unacceptable behaviours include:

  • harassment, bullying, verbal abuse, threats, shouting or intimidation of staff
  • excessive, unreasonable or aggressive demands
  • sexual harassment
  • profanity and/or obscene language
  • discriminatory comments, including racial, gendered or ethnic slurs
  • creating unsafe conditions

To protect Health Care Connect staff, we may restrict service where inappropriate behaviour occurs, including by restricting telephone contact or requiring communication in writing only. Health Care Connect staff may refuse to provide services that may place their safety at risk.

Patient and provider relationship

It may happen that a primary care relationship does not work between the registrant and primary care provider.

Primary care providers have the choice of accepting new patients subject to any applicable policy, guideline and/or standard of practice established by their respective college. If the primary care provider cannot accept the registrant as a patient, the registrant may re-register for Health Care Connect by calling 811.

Registrants may also choose to decline the primary care provider that is found for them. In that case, registrants will need to re-register for Health Care Connect by calling 811.

Care Connectors

Each registrant will be assigned a Care Connector. That Care Connector will be the registrant's main point of contact for Health Care Connect.

Any questions about Health Care Connect or changes to the information provided when registering, can be directed to the assigned Care Connector. Accurate and current information is essential for Health Care Connect to work effectively.

Disclaimer

The Ministry of Health (the "ministry") does not guarantee that a registrant will be matched with a primary care provider. The ministry is not responsible for any matter arising between a primary care provider and a registrant.

Liability

To the maximum extent permitted by applicable law, in no event will the ministry or its employees, service providers, agents, contractors or sub-contractors be liable to you for any costs, losses, claims, liabilities, damages or expenses arising from, or in any way related to these terms and conditions or your participation in Health Care Connect. The foregoing disclaimer and limitation of liability apply regardless of the causes, circumstances or form of action giving rise to the loss, claim, liability or damage.

Registration status of primary care providers

The ministry will attempt to verify the registration status of primary care providers prior to making a referral through Health Care Connect. However, the ministry makes no representations or warranties regarding the registration status of any primary care provider. Registrants may independently verify a provider's registration status with the applicable regulatory college.

Resources and contact information

Here are some additional resources to help you access health care services in Ontario: