Our UHN programs and services are among the most advanced in the world. We have grouped our physicians, staff, services and resources into 10 medical programs to meet the needs of our patients and help us make the most of our resources.
University Health Network is a health care and medical research organization in Toronto, Ontario, Canada. The scope of research and complexity of cases at UHN has made us a national and international source for discovery, education and patient care.
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The following resources are intended to ensure that Care Teams are safely collecting and documenting informed consent for the use of virtual care and email communications. Resources include information related to privacy protection for both patients and care teams.
Hello, this is [name] calling from the [name of clinic or Dr's office] at the University Health Network (UHN). May I speak with [patient name]? We are calling to discuss changes to the way your care may be delivered at UHN.
To protect your privacy, we need to make sure that we are speaking to the right person. Could you please tell me your name, date of birth? (Note: If further information is needed to confirm patient's identity ask for OHIP # or name of primary care doctor, or date of last visit to the hospital or clinic).
Introduce Virtual Care and Email:
Your care team at UHN offers virtual visits and opportunities to communicate with UHN physicians and staff by email.
Would you like to learn more about virtual visits and email? (Note: Staff member could then decide whether to proceed based on patient's response or other circumstances such as language barrier, etc.)
Consent for Virtual Care:
During a virtual visit you do not come to the hospital to meet in person. This means that your care team will contact you using the telephone or through video, using software on a computer, smart phone or tablet.
Before you decide whether you wish to participate in virtual visits, we want to give you some important information.
If you use
myUHN Patient Portal, you may see a telephone or video visit has been scheduled. If you don't use myUHN Patient Portal and would like to register to see any changes to your appointments and access your results online, I can give you a registration code or you can contact 416 340 3777 or
All electronic communication including virtual visits, email and communication through SMS (text message) carry some risk. For information about virtual care and how to protect your privacy during virtual visits and when using the internet and email please visit our website at
www.uhn.ca and go to our
COVID-19 page. (Here are the PDF links in case the patient would like to receive it by email:
Virtual Visits at UHN and
Using Email to Communicate With Your UHN Health Care Team ).
For Patients who do not have consent for email documented in EPR:
Please obtain consent to use email by reading the following script. If patient consents to communicate with UHN via email please document the consent in the Consent for email field on the EPR registration page.
Script: Consent for Email:
Before you decide whether you wish to communicate with us by email (or SMS (text messages), we want to give you some important information.
Consent to be Contacted about Research:
If you wish, UHN may also contact you via email to provide you with information about research studies for which you may be eligible.
You may withdraw your consent for virtual visits and/or email at any time by calling our office.
Do you have any questions?
The choice is up to you.
(Note: Schedule/Confirm next appointment, if applicable)
Privacy Protection and Consent Documentation
Consent for virtual care must be obtained and documented in Epic before a patient participates in virtual care. Consent should be collected and stored using the Virtual Care Consent document type from the Document List in the patient’s chart.
Consent is valid for one year; a patient will not be required to complete the Virtual Care Consent document again until the one year expiry has been exceeded.
For patients with an email address on file:
For patients without an email address on file or if the Virtual Care Consent document is not completed at the time of the appointment:
If the patient refuses a virtual care appointment:
1. Navigate to the Document List
a. You can access the Document List by selecting Jump to Document List from your Schedule in the Virtual Care Patient Status Preview
Admin / Clerical Staff:
Update the Virtual Care Consent document
a. Select the from the Virtual Care Consent document row
b. Complete the fields on the Document Information pop-up:
For verbally obtained consent
For refusal to virtual care
c. Select Accept
Patient Handout – Email Consent and Safety
Providers can download this useful resource for patients related to
Using Email to Communicate with Your UHN Health Care Team below.