If you are a current patient, please view Current Patient FAQs

Frequently Asked Questions

Referral Related

Can I still see one of your Family Doctors if I already have my own Family Doctor?


If you have your own Family Doctor, we encourage you to get a Referral from them. The Ontario health system has countless nonsensical rules that harm both the patient and system. If your Family Doctor is part of a Family Health Network or Family Health Organization, they will be negatively affected if you see another Family Doctor. However, if you don't have a Family Doctor, or know they won't be negatively affected, you can certainly see our DermCafé Family Doctor for a referral. Additionally, if you can provide us with their office fax number or secure email account, our Doctors can send them a letter after each of your DermCafé visits ​




How can I get my Family Doctor to Refer me to be seen by a Dermatologist at DermCafé?


Simply ask them to complete our quick, easy one-page online Referral Form at: dermcafecanada.com/referral Not every Doctor is completely comfortable with online forms. If they have any questions, please feel free to direct them to info@dermcafecanada.com ​




Why do I have to see a Family Doctor before the Dermatologist for OHIP/UHIP/MSP-covered care?


The Canadian Health Insurance Act requires that all Consultations with Specialist Physicians are first evaluated by a Referring Physician (e.g. Family Physician). In order to provide you with OHIP-covered care, we are obligated to work within this Health Insurance Act.





Before the Visit

Is this covered by OHIP (or my province's Medicare?)


Video Visits in ON, BC and AB: Your visit with the Family Doctor and Dermatologist are both 100% covered by OHIP / UHIP / MSP/ AHS. While we are aware of other companies which charge out-of-pocket in your province, we have designed DermCafé so that all medical services are billed through Canadian Medicare when Medicare publically funds this service. Video Visits in all other Provinces: Our primary goal to provide Medicare-covered Dermatology Video Visits. However, where that is not possible, we would rather offer quality care, than withdraw it completely. Please check our main booking page, dermcafecanada.com/booknow, to see what other provinces we are currently offering virtual dermatology care in. If your province does not currently publically fund virtual care, we encourage you to contact your provincial health care regulatory body to express your desire to lift this restriction!




Why do I have to submit my medical info and photos?


In order to re-focus the Medical Visit on you, the patient, we have re-designed the experience to simplify the process and minimize unnecessary paperwork. By taking 2 minutes to provide us with background on your medical history and skin concern, we streamline the process so that your Doctor is both prepared and focused for your visit.




What if I have a medical emergency?


DermCafé is appropriate for out-patient, non-urgent care. If you are experiencing a medical emergency, please report to your nearest Emergency Department




Do you care for everything on the skin?


DermCafé CAN'T safely provide virtual care for: Mole/melanoma/pigmented lesion concerns Concerns inside the mouth Concerns in the genital region Concerns on the scalp Full or regional skin checks Rarer, scarring types of hair loss Widespread and complex rashes Wounds Procedural care (e.g. skin cancer removals) Medical emergencies Prescription for controlled substances DermCafé CAN safely provide virtual care for: Acne and acne scarring Rosacea Localized eczema (e.g. hand eczema) Localized psoriasis Contact dermatitis Other facial rashes (Seborrheic dermatitis) Hemangiomas Facial skin discolouration (Melasma) Female/male pattern hair loss Benign lesion removals in the GTA and Ottawa are available via transition to our Dermatology Team's physical offices




Is my information safe at DermCafé?


100% of your information is stored and accessed securely. Our entire platform is PIPEDA and HIPAA compliant and uses 256-bit encryption, which means it has the same encryption and security level as your online banking. Otherwise, we would not be offering these services.




How do I take photos of my skin condition properly?


The higher the quality of your photo, the better our Doctors can assist you: We recommend a simple 3 step approach: 1) Take a close up photo 2) Take a photo from specifically 4 cm away 3) Take a photo of the general area from specifically 10 cm away General tips: Ensure excellent lighting Centre your skin concern in the frame Ensure the photo is in-focus and not blurry (simply TAP in the centre of your frame) For more information, please view www.dermpics.com




My Doctor referred me to DermCafé, now what do I do?


After your Doctor refers you, please look for an email titled "Book Your Dermatology Appointment." There is a link inside this email for you to Register (submit your info & photos, and book your Dermatology Appointment). You must specifically use this link emailed to you as it is connected with your Referral. If you cannot find this email in your inbox, please check your junk/spam folder. If it is still not there, it is possible that your Doctor mis-typed your email address when filling in the Referral. Please contact info@dermcafecanada.com with the name of your Doctor so we can try to retrieve and correct your Referral




Does Virtual Dermatology/Teledermatology work?


Yes, it does! Published medical literature suggests that the large majority (80- 90%) of dermatologic concerns at the population level can be resolved through Video Visits with a Dermatologist.¹ Medical decisions reached via Video Visits are widely reported to directly parallel decisions made from in-person visits.² It has been well documented that teledermatology has the potential for reducing overall costs in a medical system.³ ¹ The majority of skin lesions in pediatric primary care attention could be managed by Teledermatology. Bianchi, G. M., et al. PLoS One. 2019 Dec 2;14(12):e0225479. doi: 10.1371/journal.pone.0225479. eCollection 2019. ² Teledermatology: A Review and Update. Lee, J. Eng, lish, J. C. American Journal of Clinical Dermatology. April 2018, Volume 19, Issue 2, pp 253–260 ³ Clinical effectiveness and cost-effectiveness of teledermatology: Where are we now
and what are the barriers to adoption? Wang, R. H. et al. J Am Acad Dermatol. 2020 Feb 5. pii: S0190-9622(20)30151-1. doi: 10.1016/j.jaad.2020.01.065.





During the Visit

Who are the Doctors at DermCafé?


Dermatologists are specialist physicains who specialize in the treatment of the skin. They complete 4 years of undergraduate education, followed by 4 years of medical school education, followed by another 5 years of focused & specialized dermatology training. Without doubt, Dermatologists are the most highly trained skin specialists in any industry. All Physicians at DermCafé are fully certified by the Royal College of Physicians and Surgeons of Canada. All Dermatologists are fully trained at the highest accredited level (FRCPC) in Canada. We do not employ Nurse Practitioners or Aestheticians to complete medical dermatology services When seeking skin care services of any kind, it is always important to understand the credentials of the practitioner you are trusting with your skin. When in doubt, you can check their certifications at official Regulatory Body databases (e.g. for Ontario: https://doctors.cpso.on.ca/?doctors) Many other services offer care by "skin specialists" or "practitioners," but it is always important to understand their exact credentials. Check out our Doctors' Profile




Can I get a prescription for my skin condition from your Doctors?


Our Doctors will make a full assessment of your skin concern. Just like with traditional in-person care, our Doctors are able to provide a prescription(s) for any condition that warrants it. After your visit, you can access your prescription on your secure Patient Portal, where you can choose your preferred pharmacy for the prescription to be delivered to. No ineligible writing, no delay, no hassle!




What if I need to see a Dermatologist in-person?


80-90% of dermatologist visits that fall without our scope of practice can be resolved without in-person contact. However, if you condition is not suitable for virtual care, you will be informed of this so that you may proceed to receive appropriate in-person care. ​




Can I get a Sick Note for work/school?


Should your condition warrant a sick note, our Doctors can most definitely provide you with one




I have an DermCafé Appointment, how do I connect with them?


Please check your email inbox for an email titled: New DermCafé Appointment Details If you do not see this email in your Inbox, please check your junk/spam folder. This email contains the simple instructions on what to do next, please read it carefully before your visit.




I registered a visit for my child. It is difficult to pull them out of school. Do they need to attend the visit?


Children under 18 are not required to attend video call appointment if parent is present as long as high quality photos are submitted. However if your child is old enough to participate, they are encouraged to attend!





After the Visit

How do I get my prescription(s)?


Please check your email inbox for a link to your Patient Portal. The email is titled: [Action Required]: Access your DermCafé Portal to book your next appointment, get your prescription, etc. This was automatically emailed to you after your Doctor finished your visit. If you do not see this email in your Inbox, please check your junk/spam folder. On the Portal, you can manage everything relating to your visit: Access your prescription Book your next appointment Access your lab forms if applicable etc




How does Free Delivery of Prescriptions work?


You have the option to fill your prescription with our Featured Pharmacy listed in your online Patient Portal who offer free delivery of your medication to your doorstep (to any Canadian address). Or, you are welcome to have your prescription sent to any other desired pharmacy for medication pick up.




I saw a DermCafé Family Doctor who is referring me to your Dermatologists. Where do I book my Dermatology Appointment?


Please check your email inbox for a link to your Patient Portal. The email is titled "[Action Required]: Access your DermCafé Portal to book your next appointment, get your prescription, etc." This was automatically emailed to you after your Doctor finished your visit. If you do not see this email in your Inbox, please check your junk/spam folder. On the Portal, you can manage everything relating to your visit: Book your next appointment Access your prescription Access your lab forms if applicable etc




My condition is worsening and I want to see my Doctor sooner than they indicated for me on my Portal. How can I get an appointment?


Simply log onto your Patient Portal, look for the section "Urgent Concerns," and click "Book a Squeeze-In Appointment." Because our Doctors are serving patients from the entire province of Ontario, we cannot guarantee that they will see you the same day. However, our Doctors will do everything they can to squeeze you in as soon as possible! If you are experiencing a medical emergency, please proceed to your nearest emergency room as we cannot care for emergencies virtually.




Will you be expanding to other Canadian provinces?


As of May 21 2021, we excited to announce that we are providing Digital Dermatology services for the provinces of Ontario, British Columbia and Alberta! We are aiming to be a fully nation-wide Dermatology Centre! Please keep an eye out for updates on expansion to additional provinces.




How do the Skincare Samples and/or Product purchases work?


On your DermCafé Portal, you can arrange for free delivery of your prescriptions across Canada, which can include Dermatologist-selected skincare samples (depending on your diagnosis) with the option to purchase full-sized skincare products* *Free delivery and skincare samples available only if prescription filled at our Partner Pharmacy who stocks the samples and skincare products.





For Pharmacies

How do I get in touch?


As clearly stated on every prescription, please send all queries to info@dermcafecanada.com (a secure account). We do NOT respond to faxed queries. If you cannot communicate via secure email in the year 2021 and beyond, the patient will be informed of alternative modern pharmacies to redirect their prescription towards. Why do we not communicate via fax in the year 2021? Faxes are an ancient and nonsensical system to rely on in the year 2021. They are non-threaded, cause failed/cut-off transmission, and cannot receive multiple transmissions at the same time. Additionally, it is not safe or respectful of anyone's time to have to decipher manual handwriting, then clarify things with the sender back and forth. Additionally, did you know that verbal orders to pharmacies are not allowed in the USA for safety and modernization reasons? DermCafé will not participate in outdated, unsafe & nonsensical practices. Secure emails have no additional risk for communication.




How do I send a prescription refill?


It's very simple: ask the patient to log into their Portal to request a Prescription Refill there. They simply have to search DermCafé Portal in their email inbox to find the login link Please note: there is a nominal charge for Rapid Prescription Refill option. Alternative, the patient can book and wait for another appointment with our Doctors to receicve their Refill. Faxed prescription refills will not receive any response. Why do we not communicate via fax in the year 2021? Faxes are an ancient and nonsensical system to rely on in the year 2021. They are non-threaded, cause failed/cut-off transmission, and cannot receive multiple transmissions at the same time. Additionally, it is not safe or respectful of anyone's time to have to decipher manual handwriting, then clarify things with the sender back and forth. Additionally, did you know that verbal orders to pharmacies are not allowed in the USA for safety and modernization reasons? DermCafé will not participate in outdated, unsafe & nonsensical practices. Secure emails have no additional risk for communication.