Meet the Felix Health app

For more information about Felix’s accessibility program, available accommodations, or to provide feedback, please email [email protected].

We will do everything possible to provide appropriate alternatives to receive customer support, based on individual needs. If you require accommodation, requests can be made to [email protected].

Felix has implemented a number of accommodations available to our current and potential employees. Policies are regularly reviewed and employees are notified of any changes made so questions and concerns can be promptly addressed. An accessibility portal can be easily accessed by all employees where all relevant procedures, policies, and guidelines are posted. 

We will do everything possible to provide appropriate options for information and communication to people with disabilities, based on individual needs. If an alternative format of communication is required, requests can be made to [email protected]. 

The Accessibility Program is based on the following principles:

• Inclusion
• Adaptability
• Diversity
• Collaboration
• Self-determination
• Universal design

Felix has created a multi-year accessibility plan to address current barriers that have been identified, and to support proactive efforts to avoid and/or minimize new barriers. The full plan can be found here. 

All Felix Health employees receive accessibility training during the onboarding process and at regular intervals throughout employment. The training includes, but is not limited to, the following topics: 

• For Ontario employees, the purposes of the Accessibility for Ontarians with Disabilities Act (“AODA”)
• For British Columbia employees, the purposes of the Accessible British Columbia Act (“ABCA”)
• Information about different types of disabilities and how individual needs vary
• How feedback and accommodation requests should be responded to
• The importance of inclusion, validation, and collaboration when addressing or assisting persons with disabilities

The Felix Health’s Accessibility Program (the “Program”) aims to support individuals of all abilities who wish to access our platform and/or join our team. Making Felix’s content and services accessible aligns with our mission to close the gaps of Canada’s healthcare system by serving as many people as possible. Our full Accessibility Policy statement can be found here.

No. A visit with a licensed healthcare practitioner is required for all treatments currently offered through Felix.

No. We use an asynchronous telemedicine model so you can complete your online visit in your own time and we save your progress so you can come back later to finish it.

If you are completing a visit in the mental health or weight loss categories, your healthcare practitioner may require a phone or video call to discuss your medical profile further during the assessment process.

Most assessments do not require a phone or video conversation. Once a prescriber has reviewed the info in your assessment they will respond to you via secure instant messages that you can access within your Felix account.  

If you are completing a visit in the mental health or weight loss categories, your healthcare practitioner may require a phone or video call to discuss your medical profile further during the assessment process.

After creating an account, you will complete a medical assessment for evaluation by one of the Felix healthcare practitioners. 

During your assessment, you will have the opportunity to send your practitioner questions via secure messaging.  

In most cases, practitioners will complete your assessment with secure messaging alone but sometimes they may determine you require an audio or video visit and/or further diagnostic testing to help determine the best treatment plan for you. 

If your practitioner has determined a prescription treatment is appropriate, they will approve your visit and write you a prescription. Our pharmacy will then ship your prescription to your home.

You’ll be able to message your healthcare practitioner if you have questions or want to make changes to your treatment at any time.

You can expect to receive a response from a healthcare practitioner within 48 hours of submission.  Delays may occur at high volume periods or over statutory holidays – we thank you for your patience and look forward to supporting you.

Great, you’ve already taken the first step! Next, a healthcare practitioner will review your assessment and if necessary, will send you a link to book an online audio or video appointment with them. This appointment will help them determine the best treatment plan for you. If your healthcare practitioner thinks you will benefit from an available medication, they will write you a prescription. Our pharmacy can ship your medication to your home if you would like your medication dispensed through the Felix Pharmacy network.

We are happy to facilitate requests for a release of your medical records with Felix to your primary care provider.

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Your privacy is our top priority. All your data is 256 bit SSL/TLS encrypted, and we take significant steps to keep your data secure. You can read our Privacy Policy for more information. 

Yes, your security is paramount to Felix’s mission. Personal health information provided during your medical assessment is strictly and legally confidential between you and the Felix healthcare practitioner.

Beyond that, all your account information (including the medical assessment, credit card, and shipping information, etc.) is also stored safely and securely. Felix is compliant with all federal and provincial health privacy legislation. It is our duty to protect your data with comprehensive security infrastructure and stringent data policies to ensure it stays private and secure.

Read more on our Privacy Policy.

Yes! In Canada, only a licensed healthcare practitioner can write a prescription, and only a registered pharmacist can fill that prescription. We are supported by leaders in the Canadian pharmacology and specialized medical fields. Felix adheres strictly to all the regulations set forth by all applicable Colleges of Pharmacists and Colleges of Physicians and Surgeons in which we operate.

Absolutely. All prescriptions obtained via Felix are provided by licensed Canadian healthcare practitioners—the same as you would get at a hospital, doctor’s office, or clinic. These practitioners do not provide prescriptions unless they deem it medically safe and appropriate to write them based on your medical profile and assessment answers. Our assessments have been crafted by the practitioners on our medical team. Finally, all Felix Pharmacies are provincially accredited just like any retail pharmacy.

A signature upon delivery may be required.

Your address can be updated from the Shipping tab of your account. Kindly note that any changes need to be made 48hr ahead of your refill date.

Not long. After completing your assessment, a practitioner will generally respond within 24 hours, and often much sooner.

The pharmacy will process and fill your prescription within 2-3 business days of your prescription approval date if there is nothing blocking them from doing so.

All packages are shipped via Express Post, which usually takes 2-3 business days. You will receive an email with your tracking number once your treatment has been shipped.

You have 14 days from the date your tracking link was sent to notify us of an undelivered or lost package, or damaged medication.

There is currently no cost to have your medication sent to you from our Felix Pharmacy network.

Absolutely. All Felix shipments arrive in a nondescript blister package so you can have your treatment shipped wherever makes sense for you as long as there is someone there to sign for it.

We’ll contact you via email if your package is returned to us! For most treatments, your meds will be destroyed 1 month after your fill date should you fail to respond to Felix Customer Support or contact the partner pharmacy. Temperature controlled medications may have a reduced reshipment eligibility window due to their limited shelf life, in accordance with product guidelines. All reshipments are at the discretion of a pharmacist’s professional judgment.

Depending on your province of residence and the treatment being dispensed, your Felix packages may require a signature on delivery. If this cannot be collected where necessary, your package will be available at the closest post office for pick up. Usually, packages are available for up to 14 days after the first attempted delivery. If you don’t pick up your package within the allotted time, it will be returned to the sender, which may cause a further delay in your delivery.

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Status updates for your prescription will appear in the Upcoming tab. You’ll be able to see if your prescription is being processed by our pharmacists or if it’s en route for delivery.

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Refill schedule (drug dependent)

• Monthly: refill is processed approx. every 20 to 23 days
• Every 2 months: refill is processed approx. every 50 to 53 days
• Every 3 months: refill is processed approx. every 76 to 84 days

Yes, the pharmacy will process your prescription to account for any expected delays due to the holiday season.