FAQ for Current Patients 

Frequently asked questions

Referral related

My Doctor referred me to see one of your Dermatologists, 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 Appointment). You must specifically use this link emailed to you as it is connected with your Referral. If you cannot find this email, please check your junk/spam folders. 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





Appointment Booking

I have an Appointment with a DermCafé Doctor. How do I connect with them?


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




I saw a DermCafé Family Doctor who said they would refer me to a DermCafé Dermatologists. Where do I book my Dermatology Appointment?


Please check your email inbox for a email titled DermCafé Portal for a link to your Patient Portal. If you do not see this email in your Inbox, please check your junk/spam folders. 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 Dermatologists 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 go to your nearest Emergency Room as we cannot care for medical emergencies at DermCafé.




Can I be put on a cancellation list? Are there sooner appointments available?


DermCafé is able to offer the best Dermatologist wait-times in Canada due to its limitless electronic platform and large collaborative team of Dermatologists & Family Physicians. You can view live information about our next-available Dermatologist on this webpage: dermcafecanada.com/booknowon We do occasionally get cancellations so feel free to check for a chance to reschedule! If you already have an appointment, you can easily reschedule by clicking the "Reschedule" link in your appointment email. When you book, you simply have to click through the different Dermatologists to see their availability. Beyond what is listed on that webpage, we do not hold any other sooner appointments for any particular patients in order to be fair to everyone who is urgently seeking a Dermatologist. We understand you are frustrated, but we hope you also appreciate that there are less than 700 Dermatologists serving the entire 37 million population of Canada. You are always welcome to seek alternative care at an in-person Dermatology clinic. Please note that most in-person Dermatology clinics have wait times of at least a few months due to volume limitations of physical facilities.
We cannot care for medical emergencies virtually, so if you are experiencing a medical emergency, please go to your nearest emergency room.




I saw a DermCafé Dermatologist a while ago, and would like a follow-up appointment


Please log into your DermCafé Portal and look under My Next Appointment for the follow-up directive provided by your Dermatologist. If no specific follow-up is indicated, you can book a Family Doctor appointment first. How to I log into my DermCafé Portal? Please check your email inbox for an email titled DermCafé Portal If you do not see this email in your Inbox, please check your junk/spam folders.




I have a new skin concern, how do I book an Appointment?


All new concerns require a new Referral 1. Log back into your DermCafé Portal 2. Look to the section My Next Appointment 3. Book with a Family Doctor to ask about a new Referral How to I log into my DermCafé Portal? Please check your email inbox for an email titled DermCafé Portal If you do not see this email in your Inbox, please check your junk/spam folders.





Portal Access

How do I log into my Portal?


Please check your email inbox for an email titled DermCafé Portal If you do not see this email in your Inbox, please check your junk/spam folders.





Prescription

I got a prescription, where do I access it?


Please check your email inbox for a email titled DermCafé Portal for a link to your Patient Portal. If you do not see this email in your Inbox, please check your junk/spam folders. 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 do I get free delivery of my medication(s) / send my prescription to my Pharmacy?


Free delivery of medications: Simply log onto your Patient Portal, look for the section called Prescription, choose the listed Pharmacy that offers free delivery, and click "Send". The pharmacy will contact you to arrange the delivery details Send my prescription to my pharmacy: Simply search for/type in your desired pharmacy. Please call your pharmacy before to medication pickup to ensure they received the fax. Unfortunately, faxes are an ancient system that can have reception problems for countless reasons. As stated on the Portal, some pharmacies (especially Shoppers Drug Mart, Rexall and Costco) have problems on their end receiving/sending faxes. Unfortunately, if your pharmacy has reception issues, that is beyond our control. We suggest that you choose an alternative modern pharmacy that accepts prescriptions via secure email (e.g. the featured Pharmacy at the top). Alternatively, if you provide us with your pharmacy's email address, we can get things sent/solved without delay.




I sent my prescription to my pharmacy via your Portal, but my pharmacy has not yet received it


If your Portal states that the prescription has sent, our system has indeed sent it to your chosen pharmacy. Unfortunately, faxes are an ancient and non-sensical system that can have reception problems for countless reasons. As stated on the Portal, some pharmacies (especially Shoppers Drug Mart, Rexall and Costco) can have problems on their end receiving/sending faxes. Unfortunately, if your pharmacy has reception issues on their end, that is beyond our control. However, we would like to help you get your prescription as quickly as possible! We suggest that you choose an alternative modern pharmacy that accepts prescriptions via secure email. Please send DermCafé a message via your Portal so that we can reset your prescription and you can choose another modern pharmacy. There are great pharmacy options listed on your Portal that accept secure email prescriptions. Alternatively, if you can provide us with your pharmacy's email address/ask them to email us at info@dermcafecanada.com, we can get things sent/solved without delay.




How can I get a prescription refill?


1. Log into your Portal 2. Look for the section My Prescription 3. Request a Prescription Refill. Your Doctor will review your request and, if appropriate, will authorize a prescription refill. A nominal charge applies as no appointment is required for this. Please note that most tablet medications (e.g. Epuris) cannot be refilled via this convenient option, and require a virtual visit





Accutane

I am planning to start Accutane on DermCafé, how do I do my bloodwork?


Please log into your DermCafé Portal. Then, look under the section called Lab Work and follow the instructions there. Please book your next appointment one week after your bloodwork is done, to allow for sufficient time for DermCafé to receive the bloodwork. If you are in Ontario, we strongly recommend that you get your bloodwork done at Dynacare lab centres. Unfortunatley, Lifelabs has lost several of our patients' results in the past, thus, your care may be delayed if your bloodwork is done at Lifelabs




I will be missing several days of Accutane due to delayed appointment scheduling, is this ok?


Missing a few days/weeks of isotretinoin will have no impact on your end outcome, because it is only the total cumulative dose by the end that will impact your end outcome. Please proceed with the next appointment as planned




Can I get the COVID vaccine if I am on Accutane?


The COVID-19 pandemic is a rapidly evolving situation. Based on the current medical literature and scientific evidence available, our Doctors have no concerns about patients on isotretinoin receiving the vaccine. Please proceed to get your vaccine at your earliest convenience!




I'm supposed to do bloodwork before my first Accutane visit. How will DermCafé get my results?


The laboratory will automatically send DermCafé your results. If you are able to obtain your own copy of the results, please feel free to email them to info@dermcafecanada.com (a secure and encrypted account), as laboratories can occassionally be delayed in sending us your results. If you are in Ontario, please only do your labwork at Dynacare (Lifelabs in Ontario provides unreliable services).





Photo Upload

I am having problems uploading photos


Please try the following: 1) Try it on a different browser. Please note, it will not work on Internet Explorer 2) Please ensure you are following the image size and file type requirements clearly written on the form. You may be uploading photos that exceed our stated size or are not in the right indicated format (JPEG or PNG, live photos are not accepted). If these attempts do not work, you can simply upload any placeholder image to complete your booking. Afterwards, please email your clear and well-lit photos to info@dermcafecanada.com and we will add them to your file.




Why do I have to upload photos?


Your Doctor relies on your photos (not the video call) to examine your concern and prescribe medications. We need your cooperation to provide excellent quality, convenient virtual care to you. We understand photos are not possible with some concerns - e.g. excessive sweating, rashes that are no longer present, etc. If this applies to you, you can disregard these guidelines. Submitting poor quality photos may compromise the quality of medical care we can provide for you, increasing the chance of misdiagnosis of your condition, etc. If your photos is of poor-quality, your appointment will be cancelled until you resubmit appropriate photos





Miscellaneous

What happens if I need in-person care?


Your DermCafé Doctor will inform you of your next steps




I have a question for my DermCafé Doctor


The fastest way to get your question answered is by sending a Message via your DermCafé Portal How do I log into my DermCafé Portal? Please check your email inbox for an email titled DermCafé Portal If you do not see this email in your Inbox, please check your junk/spam folders. Then, look for the section towards the bottom called Need to Contact Us?




Can I call someone to get support on how to use DermCafé?


DermCafé is a modern and self-service Digital Dermatology clinic. The automation of processes is how we can offer you both convenient and rapid-access Appointments (e.g. waiting days instead of months). Our clinic also serves the entire provinces of Ontario, British Columbia and Alberta, so our phone lines are constantly busy coordinating care with countless clinics and medical facitlies, thus, we're unable to offer one-on-one tech support. The best way to contact us is by Messaging us through your Portal (or info@dermcafecanada.com if you haven't had an appointment yet). Unless our website indicates an ongoing system issue, we are continuing to receive successful appointment bookings 24/7, so all our systems are confirmed to be functioning normally. If you are having trouble with appointment booking, please try the following: 1) Try it on a different browser. Please note, it will not work on Internet Explorer. 2) Please ensure you are following the image size and file type requirements clearly written on the form. You may be uploading photos that exceed our stated size or are not in the right indicated format (JPEG or PNG, live photos are not accepted). If you are uncomfortable with the technology required to use DermCafé services, it is not the right option for you. Please consider seeking care at an in-person facility instead.




I have a new skin concern, how do I book an Appointment?


All new concerns require a new Referral 1. Log back into your DermCafé Portal 2. Look to the section My Next Appointment 3. Book with a Family Doctor to ask about a new Referral How to I log into my DermCafé Portal? Please check your email inbox for an email titled DermCafé Portal If you do not see this email in your Inbox, please check your junk/spam folders.




How do I log into my Portal?


Please check your email inbox for an email titled DermCafé Portal If you do not see this email in your Inbox, please check your junk/spam folders.




I'm supposed to to bloodwork before my first Accutane visit. How will DermCafé get my results?


The laboratory will automatically send DermCafé your results. If you are able to obtain your own copy of the results, please feel free to email them to info@dermcafecanada.com (a secure and encrypted account), as laboratories can occassionally be delayed in sending us your results. If you are in Ontario, please only do your labwork at Dynacare (Lifelabs in Ontario provides unreliable services).





For Pharmacies:


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, the patient will be informed of alternative 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 our time to have to decipher manual handwriting, then clarify things with the sender back and forth.

Secure emails have no additional risk for communication.