Instructions for your appointment
1. Prior to your appointment:
Verify appointment location
On your appointment confirmation email, verify whether your appointment is in-person (2170 boul. René Lévesque Ouest, Suite 200) or virtual (secure telehealth platform). If you can't find your appointment confirmation email verify your junk/spam inbox for an email from Clinique Vivago and Telus Health.
3b. On the day of your IN PERSON appointment follow these instructions:
If your appointment is in-person, we are located at 2170 boul. René Lévesque Ouest, Suite 200 near the Atwater metro.
Buzzer number: 200
We are located on the 2nd floor which is accessible by stairs or elevator.
2. Prior to your appointment:
Complete required consent forms and intake questionnaires
You'll receive documents to complete by email. Please ensure that you complete these prior to your appointment to ensure that you can use the full appointment time with your provider to focus on what matters most to you rather than filling out paperwork.
Special requests
Please let us know prior to your appointment if you have any special requests. Our building is fully accessible. Gender-neutral and accessible bathrooms are available on the first floor near the elevators. A refrigerated water fountain is available on the left of the clinic entrance - if you bring a reusable water bottle you can take advantage of this.
3a. On the day of your VIRTUAL appointment follow these instructions:
On the day of your appointment, for virtual appointments, ensure that you are in a private and comfortable space and that you have a stable internet connection and access to your device's microphone and camera. When ready, click on the link in your appointment reminder email from Telus to begin your session. You'll be admitted into a virtual waiting room and your provider will invite you in when they are ready.
4. Appointment
During your appointment your provider will guide you.
First time: no worries, we are here to guide you through the assessment and intervention process. If it might be helpful to you, you can write down topics that you'd like to discuss.
FAQ
Why am I not receiving appointment emails?
Your email may have marked our domain (cliniquevivago.ca) as spam, preventing you from receiving communications from us.
To solve this you can add our email address to you contacts.
How do I access my virtual appointment?
You will receive an email from no-reply@virtualvisit.telushealth.com with the subject line 'Your upcoming virtual visit appointment'.
This email will contain the link to your appointment. At the time of your appointment all you need to do is click the link and wait for your clinician to connect. *For neuropsychology appointments, a Zoom link will be sent by your clinician prior to the appointment.
Where do I find my invoices?
Invoices are located in the 'Mail' section of your Pomelo Patient Portal.
Please ensure you register your account when you receive the email requesting you to do so.
Why can't I see my appointments in my patient portal?
If you have access to your portal but cannot see your appointments, please ask one of our admin members to verify your account.
Are there any fees associated if I cancel an appointment?
Please note that by booking an appointment with us, you acknowledge and agree that certain fees may apply, and that the clinic reserves the right to charge these fees when applicable.
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$40 for appointment cancellations made less than 24 hours before the appointment date.
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50% of the appointment cost if the patient does not show up to the appointment and has not notified their clinician or the administrative team.
Contact
Want to ask a specific question, contact us and we'll be happy to help in the best way we can: