Frequently asked questions

Bonjour-santé® can help!

I have never used Bonjour-santé. How do I search for an appointment?

When you go to the Bonjour-santé home page, you have two options. You can either click on the orange "Provincial system" button and follow the steps to search for an appointment with your family doctor or a walk-in appointment in 36 hours or less at a clinic in your area. You can also click on the blue button "Available to members - Bonjour-santé membership". By signing up to Bonjour-santé, you have free access to the appointment search engine of the orange button (Provincial system) and you also have unlimited access to a host of complementary health services available exclusively to members.

These include:

  • Unlimited search for appointments with specialists.
  • Health and well-being advice service with the Bonjour-santé team of nurses.
  • Support for your specialized tests (scans, ultrasound, MRI, x-rays, etc.) and appointments with specialists.
  • A service that searches for appointments for you.
  • Online prescription and renewal of medication, including free home delivery
  • The option of an individual membership or a family membership that can include up to 6 people living in the same household or not

Why am I being offered a consultation in a clinic located up to 70 km away from my house?

Our search engine uses the postal code you enter to search for a consultation in a clinic near you. If results only show a consultation in a clinic far away, this means no other consultation was available any closer.

Should the consultations offered to you not be suitable, remember that new availabilities can free up at any time. To that effect, you may want to try a new search later.

What can I do if I can't find an appointment during my search?

Bonjour-santé members can use Sonar's free assistance service to help them find appointments! If you can't find an appointment at your regular clinic or a walk-in appointment within 36 h at a clinic in your area, Sonar takes over. At the end of your search, you have the option to request assistance. Based on the criteria you identify, Sonar continues to search for you. When it finds an appointment that meets your criteria, it notifies you. You can then choose to keep the booked appointment or cancel it.

Not all situations require an appointment with a doctor! Bonjour-santé members also have unlimited access to a health counselling service with our team of nurses. Through e-consults, nurses can answer patients' health and well-being questions, offer advice and guide them to the right resource, as needed. In the vast majority of cases, patients do not need to see a doctor afterwards.

How long does my Sonar request remain active?

Once you request assistance from Sonar, your request is active for 48 hours, during which time Sonar will attempt to find an appointment for you based on your criteria. 

How can I be sure that the consultation was booked under my name?

All information relevant to the booked appointment is detailed on the appointment confirmation page. You will also receive an email confirmation with all these details, as well as a reminder.

How do I cancel my appointment?

There are 2 ways to cancel your appointment : Look for the hyperlink in the email you received a few minutes after you completed your online registration and click on the link to cancel your appointment. 

If you can’t find that email, take a look in your spam folder.

OR

Wait for the reminder call you will receive approximately 60 minutes before your appointment and follow the instructions to cancel your appointment.

I waited longer than expected at the clinic. Why?

Bonjour-santé offers a search engine for consultations. This means you can book a consultation based on the schedule and availabilities of the clinic at the time of your search. Bonjour-santé has no control over the clinics’ schedule management and despite our best efforts to predict the expected time for consultations, delays at the clinic are possible.


I did a search for an appointment at a clinic in my area but I could not find one. Why is that?

Bonjour-santé has no control over the availabilities displayed by the clinics. We recommend that you do a search in the evening for a visit. Also, please note that cancellations occur every day and that these appointments become available again in our search engine. Thus, we recommend that you do searches at different times during the day. 


Bonjour-santé members can use Sonar's free assistance service to help them find appointments! If you can't find an appointment within 36 h at a clinic in your area, Sonar takes over. At the end of your search, you have the option to request assistance. Based on the criteria you identify, Sonar continues to search for you. When it finds an appointment that meets your criteria, it notifies you. You can then choose to keep the booked appointment or cancel it.

Why do I have to pay for a membership to see a doctor? Isn’t that covered by the income taxes and other taxes I already pay?

Through the Bonjour-santé website, you can search for appointments for free at any time with your family doctor or walk-in appointments within 36 hours at a clinic in your area by choosing the "Provincial system" option. This service is free for everyone.

The Bonjour-santé membership offers members the option of searching for appointments (through the Provincial system) in addition to giving them unlimited access to a host of complementary services to meet all their health needs:

  • Unlimited search for appointments with specialists.
  • A health and well-being consulting service with the Bonjour-santé team of nurses.
  • Support for your specialized exams (scans, ultrasound, MRI, x-rays, etc.) and appointments with specialists.
  • A service that searches for appointments for you when you cannot find one.
  • Online prescription and refill of medicines, including free home delivery.
  • The option of an individual membership or a family membership, which can include up to 6 people living in the same household or not.

Can Bonjour-santé really save me waiting time?

Of course! The average waiting time in clinics using Bonjour-santé services has been reduced by 82%! By helping clinics organize their schedules, we successfully eliminated morning waiting lines. Patients are now calm and serene when they arrive at the clinic, and the average waiting time went from 246 minutes down to 45 minutes, with 80% of patients waiting less than 75 minutes. We make it our mission to continue to improve healthcare access!

It is possible to register more than one person for the same consultation?

A consultation is only valid for one person. Once you’re registered, you can contact the clinic and ask whether the doctor would accept seeing more than one patient at that time.

How does the reminder call work?

You will receive a reminder call 60 to 90 minutes before your consultation. Please come to the clinic even if you miss the call.

Can I search for a next-day consultation?

The consultations offered to you are first and foremost for the same day of your search. Some clinics may offer next-day consultations, but these usually become available in the evening, when no consultations for that day are left.

I forgot the time and place of my appointment. How do I get this information?

All the information relevant to your appointment will first appear on your screen once you have booked the appointment. You will also find this same information in the confirmation email and SMS that will be sent to you afterwards. If this email is not in your inbox, check your SPAM box. A reminder will also be sent to you by email and SMS before your appointment.

Why am I being refused a search if I already have a consultation booked within the next 24 hours?

The system does not authorize the search for a second consultation when you already have one scheduled at your clinic. Health card numbers are monitored to prevent any abuse. Check your email inbox to locate the confirmation email that details all necessary information for the consultation you already reserved.

The wrong clinic is associated to my profile. What do I do?

If you wish to modify the clinic associated to your profile, please send an email to our customer service: info@bonjour-sante.com

Can I choose the date of my consultation?

By default, the system will offer you the first available consultation. You have the option, however, to specify the date and/or time at which you would like the search to start from.

Why is the system offering me a consultation in a clinic affiliated to my usual clinic?

The system starts by checking whether there are any availabilities with your family doctor. In the event there isn’t, the system verifies whether there are any consultations available at your usual clinic. Finally, if no consultation is available, the system makes one final attempt by checking all the clinics affiliated to the Family Health Group your clinic belongs to.

I was looking to book a consultation within the next 24 hours but the system is offering me a consultation in several days. Why?

The system starts by checking whether there are any availabilities with your family doctor. If he doesn’t have anything available today, the system verifies if you can see another doctor at your usual clinic within the next 24 hours. If nothing is once more available, the system looks whether your family doctor can see you within the next 8 days.

Please note that these guidelines may vary in some clinics.

I’ve been trying for several days now to book an appointment at my usual clinic and there’s never any availability when registration starts. Why?

Appointments are always in high demand and depending on the time of year it may be more difficult to find an appointment. Please note that cancellations occur throughout the day and these canceled appointments become available once again in the search engine, so feel free to repeat your search at different times of the day.

Additionally, Bonjour-santé members, with an individual or family membership, have access to Sonar, our appointment search service. This means that if you don't find any availability when you do your search, our Sonar service can take over and search for you for 48 hours according to your search criteria. When it finds an appointment, it books it and sends you a notification. You always have the option to cancel the appointment if it is not suitable. This service is part of a wide range of complementary services offered with the Bonjour-santé membership.

Can I complete the registration process for another person?

Of course! You simply need to enter the information of the person who needs to see a doctor (name, health card number, etc.)

I’ve never used Bonjour-santé before. How do I go about booking a consultation by phone?

Bonjour-santé offers two ways of searching for appointments: through a telephone solution or a web solution. Since you are already on the web, click on this link for online search options: bonjour-sante.ca

You can click on the blue button to search for an appointment and take advantage of the full range of health services via the Bonjour-santé membership, or click on the orange button to only search for appointments.

To get the number for your clinic's telephone booking service, you must contact your clinic.

How does the reminder call work?

You will receive a reminder call 60 to 90 minutes before your consultation. Please come to the clinic even if you do not receive the call.

I’ve been trying for several days now to book an appointment at my usual clinic and there’s never any availability when registration starts. Why?

Appointments are always in high demand and depending on the time of year it may be more difficult to find an appointment. Please note that cancellations occur throughout the day and these canceled appointments become available once again, so feel free to repeat your search at different times of the day.

Additionally, Bonjour-santé members, with an individual or family membership, have access to Sonar, our online appointment search service. This means that if you don't find any availability when you do your search online through the Bonjour-santé website, our Sonar service can take over and search for you for 48 hours according to your search criteria. When it finds an appointment, it books it and sends you a notification. You always have the option to cancel the appointment if it is not suitable. This service is part of a wide range of complementary services offered with the Bonjour-santé membership.

Can I complete the registration process for another person?

Of course! You simply need to enter the information of the person who needs to see a doctor (name, health card number, etc.)

Are all reasons for consulting eligible for an e-consult?

E-consults are possible between patients and their family doctor only if the doctor is already familiar with the patient's condition and agrees to see his or her patients by e-consults. E-consults for walk-in appointments are not permitted.

How long does an e-consult last?

The length varies depending on the clinic, the doctor and the reason for consulting. Based on these factors, an e-consult usually lasts 10 to 20 minutes.

How do I book an e-consult?

Please note that e-consults are only possible between family doctors and their patients, if the doctor agrees to see his patients by e-consults and if they are already familiar with the patient's condition. E-consults are not available for walk-in appointments. From the Bonjour-santé home page, you can choose the blue or orange button to search for an appointment with your family doctor. If your doctor offers e-consult appointments, this will be clearly indicated in the presentation of the results (the appointment options available). You can then select the e-consult appointment.

Could there be a waiting time before the doctor joins the e-consult?

We are developing tools and innovations that help reduce the waiting time! If, due to a delay, your e-consult cannot take place at the scheduled time, don’t worry; we will contact you to let you know when to join the e-consult.


How will I be notified when it’s my turn? 

You will receive a communication from Bonjour-santé by SMS and email 10 minutes before the estimated time of your appointment, including the login information. You don’t have email or a cellphone? No problem, we will call you 5 minutes before the estimated time of your e-consult. Whether you are joining the e-consult by videoconference or telephone, you will be placed in the doctor’s waiting queue and all you will have to do is wait for the doctor to join the appointment.


I haven’t received the login information yet, what do I do?

We take care of everything! It is absolutely normal that you have not yet received your login information. Bonjour-santé will send it to you by email and SMS at the right time, which should be 10 minutes before the estimated time of your e-consult. You will be provided with the necessary information every step of the way.

I prefer joining my e-consult by phone, what do I do? 

If you rather have your e-consult by telephone, you have 2 options:

  1. Login to the e-consult using the link you received. You can simply block the camera on your screen. That way, the doctor will hear you without seeing you, as though it was a phone call.
  2. Wait for our call. 5 minutes before your appointment, we will call you if you are not connected or if there is no email address or cell phone number included in your file. You will then be placed in the doctor’s waiting queue from your phone and will simply have to wait for the doctor to join the call.

What to do in case of a technical issue during the e-consult?

If you are experiencing technical difficulties before or during your e-consult, you can access the e-consult by telephone. To do so, you must dial the number and the meeting code that are included in the communications that Bonjour-santé sent to you, including the login information. The login information is also available in the upper right corner of the videoconference screen.


Is the Bonjour-santé e-consult service insured/free?

Just like an in-person appointment, e-consult appointments by phone or videoconferencewith your family doctor are free (covered by the RAMQ). In addition, Bonjour-santé offers its e-consults platform free of charge to patients.

Is the communication platform used by Bonjour-santé safe?

The solution we use is the same that is being used by the most renowned e-consult platforms in the world and meets the highest security and efficiency standards. The information is completely encrypted and is hosted Canada on state-of-the-art servers.

Which technical requirements, browsers and devices are required to join an e-consult by videoconference?

Make sure you have a good Internet connection (WiFi or mobile data). You can join an e-consult by videoconference using a computer, a laptop, a tablet or a smartphone, as long as these declarations are equipped with a camera and a microphone. Our platform is compatible with the most recent versions of the following browsers using a computer, tablet or smartphone:

  • Google Chrome : Android, Windows, Apple, IOS, macOS
  • Mozilla Firefox : Android, Windows 
  • Internet Explorer 11 (with OpenTok plug-in)

Can I send files and pictures during an e-consult?

Yes, our integrated chat tool allows for a written exchange between the patient and the doctor, and can also be used to upload files and pictures. The chat does not keep any history and does not allow doctors to read messages nor see documents and the pictures uploaded by patients before the doctor joins the meeting. Also, for optimum confidentiality, no video nor data is kept by Bonjour-santé. The conversation between a doctor and patient is strictly confidential and takes place in a totally secure environment.

 

Types of files and pictures that can be uploaded through chat:

Files: pdf, xls, xlsx, doc, docx

Pictures: png, jpg, jpeg, tiff, gif and soon: bmp

What do I have to have with me at the time of the e-consult?

Make sure you have a photo ID with you; the doctor may ask you to identify yourself.

If the e-consult is for a child aged 12 or under, make sure you know the child’s current weight prior to the appointment. You must also have with you a list of your regular medications.



What are the advantages of a Bonjour-santé membership?

The Bonjour-santé membership offers members an all-inclusive health portal! In addition to being able to do unlimited searches for appointments with their family doctor or walk-in appointments in 36 hours at a clinic in their area, members have unlimited access to a host of complementary services to meet all their health needs:

  • Unlimited search for appointments with specialists; our network includes over 60 specialties.

  • A health advice service with our nurses; quickly find an appointment by e-consult with a nurse who will answer your health questions, offer advice and direct you to the right resources if necessary.

  • A well-being counselling service with our nurses; are you suffering from anxiety, stress, insomnia, adjustment disorder, substance abuse problems or other problems? Our nurses can help you, advise you, offer practical tips and direct you to the right resource.

  • Assistance with your follow-up care; if you need to see a specialist, undergo specialized tests (scans, ultrasound, MRI, x-rays, etc.), or get paramedical services, our liaison team is on hand to support you, find appointments for you, do follow-ups, etc.

  • An appointment search service; if you cannot find an appointment during your search, the Sonar service takes over and continues to search for you for 48 hours. When it finds an appointment, it books it for you and notifies you.

  • Online prescription and refill of medications; online consultations with a pharmacist to determine your needs. This service includes free home delivery of medication.

  • The option of an individual membership or a family membership, which can include 6 people living in the same household or not.

How much is a Bonjour-santé membership?

You may choose between two bundles: the individual bundle or the family bundle. For more information on these bundles’ monthly fees as well as the registration fee, visit our membership page.

Can I cancel my membership at any time?

Yes, you may cancel your subscription whenever you like. Simply visit the "Billing" section of your account. Please note, however, that should you decide to reactivate your subscription later on, the registration fees will be once more applicable. See our terms of use for more information on subscription policies.

Which payment methods are accepted?

We accept Visa, MasterCard or American Express. You may also pay using your VISA Debit card.

How long is my membership valid for?

A membership is valid for one month, with automatic renewal each month. You may cancel your membership at any time, but please note: if you decide to cancel your membership and reactivate it later on, you will have to pay the registration fees once more.

How many subscribers does the family bundle cover?

The family membership can include up to 6 individuals living in the same household or not.

How does Sonar work?

Bonjour-santé members can use Sonar's free assistance service to find appointments! If you can't find an appointment at your regular clinic or a walk-in appointment at a clinic in your area, Sonar will take over. At the end of your search, you have the option to request assistance. Based on the criteria you define, Sonar continues to search for you for up to 48 hours. When it finds an appointment that meets your criteria, it books it and notifies you. You will then have the option to cancel the appointment if it is not suitable. 

Does the Bonjour-santé membership give me more appointment options and availabilities with a doctor?

The search engine offered with the Bonjour-santé membership to find an appointment with your family doctor or a walk-in appointment in 36 h at a clinic in your area is the same as the search engine offered free of charge through the Provincial system (the orange button on the Bonjour-santé home page). The results will be the same; however, with the Bonjour-santé membership, members have the option of making a Sonar request if they do not find an appointment after a search. Sonar will take over and continue to search for an appointment for them for 48 hours based on their search criteria! 

Members also have unlimited access to e-consults with our team of nurses to discuss health issues and concerns, or to discuss well-being issues (anxiety, stress, insomnia, substance abuse, etc.).

In addition, Bonjour-santé members have unlimited access to a search engine to find appointments with specialists. We also provide a liaison team to help find appointments with specialists or for specialized tests (MRI, ultrasound, x-ray, etc.), etc.

I’ve never used Bonjour-santé. How can I book an appointment with a specialist?

Appointment search with specialists is available only to Bonjour-santé members

Members must log in to their Bonjour-santé account and select the green button "Find a medical specialist - At a clinic in my region" at the top of the screen. You will need to enter the specialty you are looking for.

If our search engine finds appointments for the specialty you are looking for within a 70 km radius (depending on your postal code), you will be offered these appointment options (dates and times) and you will have to choose the one that suits you.

If our search engine does not find an appointment, you will see a message indicating that we can help you find one. Our team of nurses is available to assist you with your follow-up care if you need to see a specialist, undergo specialized tests, get paramedical care, etc. Simply click on the “Make a Request” button to submit a request to our team and a nurse will follow up with you.

Why are you offering me an appointment in a clinic located 70 km from me?

According to patient feedback, 70 km is the maximum distance most people are ready to travel to see a doctor. However, since the specialist appointment search service is new, a large majority of specialists are currently located in the Greater Montreal area. If distance does not bother you, you can always enter a postal code for that region or a different postal code for more appointment options.


After doing a search, I am told that no appointments are available. Why?

Our network of specialists, available to Bonjour-santé members, is constantly expanding. That being said, it may not include all specialties or the search engine may not find appointments for you within 70 km of your location, depending on your postal code. If you don't mind the distance, you can always enter a postal code from another area and do another search.

Please note that if our search engine does not find an appointment, you will see a message saying that we can help you find one. Our team of nurses is on hand to help you with your follow-up care if you need to see a specialist, undergo specialized tests, get paramedical services, etc. Simply click on the 'Make a request' button to submit a request to our team and a nurse will follow up with you.

The specialty I am looking for is not in your list. What should I do?

It is possible that at the time of your search, no doctor in the specialty you are looking for is included in our network. You will see a section entitled "The specialty you are looking for is not in the list?". Please let us know which specialty you would like us to add to our list. Your recommendations will help us expand our service.

Please note that if our search engine does not find an appointment, you will see a message saying that we can help you find one. Our team of nurses is on hand to help you with your follow-up care if you need to see a specialist, undergo specialized tests, get paramedical services, etc. Simply click on the 'Make a request' button to submit a request to our team and a nurse will follow up with you.

Do I have to have a reference to book an appointment?

It is absolutely recommended to have a reference from a general practitioner when booking your appointment, otherwise search results may be limited or certain specialists may refuse the appointment.

What is the delay to see a specialist?

Our service aims to get you an appointment with a specialist within 30 days.

Why do I need a Bonjour-santé membership to search for an appointment with a specialist?

Although this option is available exclusively to our members, the Bonjour-santé membership is absolutely optional. You can also call the different health care facilities to try and find an appointment with a specialist. Our search engine compiles availabilities and helps members quickly find and book an appointment with a specialist.