Frequently Asked Questions

What is Connect-Clinic?

Connect-Clinic is a telemedicine-based trans health care program, connecting people all across Ontario to physicians specialized in LGBTQIA2S+ medical care. Connect-Clinic’s leading physician, Dr. Kate Greenaway, has over 15 years of experience in providing care for trans clients.

We are a trans-specialty virtual clinic. The term trans refers to transgender, transsexual, gender non-conforming, and gender questioning individuals. We serve gender diverse people, including non-binary and genderqueer folx.

What services are offered?

Connect-Clinic offers virtual medical consultations, advice and treatment related to trans health care needs. We have experience in general health and wellness, hormone therapy, and surgery referrals. Different medical treatment plans and supports are provided based on individual needs and goals.

Our physicians offer gender affirming care. We do not offer in-person care. We do not offer comprehensive primary care or therapy services. We do not offer injection administration.

Who is eligible?

This program is open to anyone who identifies as a trans and/or gender diverse, and is seeking trans related health care services.

The term trans refers to transgender, transsexual, gender non-conforming, and gender questioning individuals. We serve gender diverse people, including non-binary and genderqueer folx.

Are there age restrictions?

No. Connect-Clinic provides care for all, including youth.

There is no lower age limit to the program. Our providers are happy to meet and chat with individuals of any age. However, care for each individual is tailored to be age-appropriate. We recognize the individuality of each client and will consider age, maturity, and parental involvement amongst various other factors when deciding on care approaches with younger individuals.

Is parental support necessary to access care?

No.

How does this program work?

We rely on virtual health care to provide care Ontario wide. We use Input Health’s cloud-based collaborative health record. This electronic medical record offers an integrated platform for clients and the care team, from scheduling appointments to conducting virtual visits, with a built-in patient portal that supports secure messaging.

What are the requirements?

In order to access our services, you will need the following:

valid OHIP coverage (i.e. an Ontario Health Card that is not expired) or valid IFHP coverage
secure internet access and connection
a valid email address
a smartphone OR a computer, with audio and video capabilities (i.e. webcam and microphone)

Is this program free of charge?

Medical services are covered by the Ontario Health Insurance Plan (OHIP), University Health Insurance Plan (UHIP) and the Interim Federal Health Program (IFHP).

At this moment, medical services are currently covered even for patients without OHIP, UHIP or IFHP (due to the pandemic), however, it is not clear how long this will continue. It depends on the instructions from the Ministry of Health. It is possible that Connect-Clinic will need to charge for services for those without valid coverage in the future.

What health insurance plans are accepted?

We accept:

Ontario Health Insurance Plan (OHIP) coverage
University Health Insurance Plan (UHIP) coverage
Interim Federal Health Program (IFHP) coverage

How do I register as a new patient?

You can no longer register as a new patient. The waiting list is currently closed until further notice. Read more.

If you are already on the wait-list, we will reach out to you to determine how we can move forward. Please do not reach out to us at this time — we are overwhelmed with questions about the waitlist.

What is the estimated wait time?

We are currently unable to provide an estimated wait-time. Read more.

Do I need a provider referral?

We are no longer accepting provider referrals until further notice. Read more.

Do I need to have a family doctor in order to access care?

No. You do not need to have a current family doctor.

Since we do not offer comprehensive primary care, it is best to find a family doctor if you have yet to.

The CPSO's Doctor Search tool, Health Care Connect, and Rainbow Health Ontario's service provider directory are good resources to find a local family doctor who is accepting new patients.

What is the general process for hormone consultations?

Generally, during the intake appointment, the physician will provide an assessment and diagnosis of gender dysphoria as appropriate, and request baseline hormone blood work. You and the doctor will have a chance to review the blood work results at a follow up appointment, and then initiate hormone therapy if deemed appropriate. After this point, you can book follow up appointments for prescription renewals on an as needed basis.

How do I schedule my follow up appointments?

Registered patients may schedule appointments as needed using the patient portal.

How do I renew my prescription?

Registered patients should make sure to schedule timely follow up appointments using the patient portal. If you are unable to schedule an appointment on time, you can ask your pharmacy to fax a prescription renewal request to us at 437-317-9843 before you run out of your medications.

How do I make changes to my prescription?

Registered patients should make sure to schedule timely follow up appointments using the patient portal.