Preparing for a doctor's visit: booking, describing symptoms, bringing a medication list, asking for an interpreter, and useful English phrases

1. First, work out whether you can wait for an appointment

If it may be life-threatening, call 911 right away. Do not delay the call to finish the preparation sheet, to get a report translated first, or to wait for a family member to finish work and come with you. The preparation sheets are for regular appointments and follow-up visits.

If it is not urgent but you are not sure what to do, you can call 811. 811 is HealthLink BC's free health information line. It is part of the B.C. Ministry of Health, and everyone in B.C. can call it, not just residents with medical coverage. When you get through, the first person you speak to is a health service navigator. Navigators are available 24 hours a day, every day. They can answer general health questions and help you find a clinic nearby, and when needed they will transfer you to a registered nurse (also available 24 hours a day), a dietitian or a qualified exercise professional (these two are available Monday to Friday, 9 a.m. to 5 p.m.), or a pharmacist (see the next paragraph for hours). 811 offers interpretation in more than 130 languages. People who are deaf or hard of hearing can call 711 to be connected.

811 pharmacists are available every day from 5 p.m. to 9 a.m. the next morning, so you can ask questions about medicines after community pharmacies have closed. 811 doctors do not write sick notes and do not do routine prescription renewals; for renewals, go to your family doctor, a nurse practitioner or a pharmacist.

What to say when you call 811: once you get through, first say "Mandarin, please." or "Cantonese, please.", then wait for the interpreter to join before you explain your situation.

Related: for emergency, poison and crisis line numbers, see the Guide No. 20 companion sheet, Emergency phone sheet; for how to give your address first and then ask for a Chinese interpreter when you call 911 and your English is limited, see section 2 of Guide No. 20, Staying safe and getting help; if you do not have a family doctor and need to know where to get same-day care, see sections 3, 4 and 8 of Guide No. 5, Health care in Canada.

2. When you book, say what help you need

First, say in one sentence why you are coming. For example: "My right shoulder has been hurting for the past two weeks, and now I can't even lift my arm to put on a jacket. I'd like the doctor to take a look." Then say which kind of visit it is: a new problem, a follow-up, getting test results, a prescription renewal, or having the doctor fill out a form. Once the clinic knows, it can book the right amount of time.

If you have several things to discuss, say so when you book. How many things you can discuss in one visit varies from clinic to clinic, and we did not find any province-wide rule. So don't guess; ask directly when you book: "I have two things I'd like to talk about. Is one appointment enough, or should I book them separately?"

After booking, ask about these things and write them down:

• the date and time;
• whether it is an in-person visit at the clinic or a phone or video visit; for an in-person visit, the address; for a phone visit, which phone number the doctor will call you on;
• how many minutes early to arrive, and what to bring;
• whom to call, and how much notice is needed to cancel, if you are running late, miss the call or suddenly cannot make it.

You may be charged for a missed appointment, but only under certain conditions. The College of Physicians and Surgeons of British Columbia (CPSBC), the body that licenses doctors in B.C., states that a doctor can charge you a missed-appointment fee only if you were told in advance that such a fee would be charged and the clinic has a way for you to cancel appointments. So the simplest thing is to ask when you book: "If I need to cancel, what is the latest I can let you know?"

Filling out forms and certificates may cost you money. The CPSBC states that services such as completing certificates and forms, and examinations for work or for driving, are generally not paid for by B.C.'s Medical Services Plan (MSP); these are called "uninsured services." The doctor must first tell you how much each one costs, and can only go ahead once you agree; if a single visit includes both services MSP pays for and services you pay for yourself, the doctor must make clear which is which. (This CPSBC page is written for people who have B.C. medical coverage.)

If you need an interpreter, sign language, hearing assistance or a support person with you, say so when you book. Island Health (the Vancouver Island Health Authority) states clearly that you can ask for an interpreter when you book, or tell the staff when you arrive (section 6 covers this in detail).

Write down the three things you most want to ask, in order. HealthLink BC suggests writing down the three questions you most want answered; if the doctor does not bring them up, ask them yourself, and don't feel embarrassed. You can open with: "I have three things to ask. The first one worries me most." Putting them in order is to help you explain clearly; it does not mean you should hold back a serious new problem until next time.

When you book, you can say:

• "I'd like to book an appointment for a new problem. My right shoulder has been hurting for two weeks."
• "I'd like to talk about two things. Do I need one appointment or two?"
• "I need a Mandarin interpreter for this appointment."
• "If I need to cancel, how much notice do you need?"

3. Describing symptoms: say what happened first, and don't rush to name a disease

If you start with "Do I have such-and-such disease?", the doctor has to go back and ask everything again. It is more useful to start with what you have actually experienced: which day it started, where it is, what it feels like, how it has changed, and what it has affected. You can leave the disease you are worried about until the end: "I'm a bit worried it might be …, so I wanted to ask."

HealthLink BC's appointment preparation form asks you to write these things down before the visit: what symptoms you have, how long you have had them, and what makes them better; if it is pain, where it hurts, what it feels like and how bad it is; whether you have had this before and what helped that time; and whether there have been any big changes in your life recently (for example in sleep or eating, a death in the family, or a divorce).

When describing symptoms, these six things help most:

While you wait for your appointment, you can keep a symptom diary. HealthLink BC has an official form called "Diary of Symptoms" for recording, day by day: what time the symptom started, what time it was worst, and whether it came and went during the day; whether it was affected by activity, rest, stress, a change in eating habits (for example skipping a meal), medicines, alcohol or drinks with caffeine, or smoking; whether you had any other symptoms; and a score for how you felt overall that day: 1 Great, 2 Okay, 3 Not good, 4 Bad.

If you don't want to fill out the whole form, one line each time is fine: "date and time — what happened — what I was doing then — how long it lasted — what it affected." If you took your temperature, blood pressure or similar, write down the number, the unit and the time; if you didn't, write "not measured," and don't turn "I felt a bit feverish" into a guessed number.

An example: how to explain three days of stomach pain in a few English sentences. (This is a made-up example, only to show how to say things. It does not mean this situation is any particular illness, and it cannot be used to judge your own situation.)

In plain words, the story is: you have had stomach pain for three days, starting on Saturday night; it is around your belly button (you point to it); it comes and goes, about an hour each time; it gets worse after you eat; it woke you up once last night; you took a pain reliever bought at the pharmacy and brought the box, and it seems to have helped a little; you did not take your temperature; and what worries you most is that it is happening more and more often.

In English, you can say:

• "I've had stomach pain for three days. It started on Saturday night."
• "It's around my belly button — here."
• "It comes and goes. Each time it lasts about an hour."
• "It gets worse after I eat."
• "Last night it woke me up once."
• "I took a pain reliever from the pharmacy. I brought the box. I think it helped a little."
• "I didn't check my temperature."
• "What worries me most is that it's happening more often."

If you are not sure, say so. For a test you haven't had, don't say "it's definitely normal"; if you forgot the name of a medicine, don't say "it's just an ordinary pain reliever." You can simply say: "I'm not sure. Here is the box — could you check it?"

4. Medication list: write the strength in milligrams, not "one pill"

List everything you are taking. HealthLink BC says to list prescription medicines, non-prescription medicines you buy at the pharmacy, herbal remedies, vitamins and other natural health products. Also include traditional Chinese medicine, medicines brought from China, and medicines you take only now and then; don't leave anything out because "it's natural" or "I hardly ever take it."

For each medicine, write down these items (the format of HealthLink BC's Master List of Medicines):

• Name: for prescription medicines, write both names, the brand name and the generic name, including medicines prescribed by other doctors;
• Prescribing doctor: this is especially important if you see several doctors;
• Pharmacy: which pharmacy you got it from, and the pharmacy's phone number; if you use more than one pharmacy, make sure the pharmacist at each one knows all the medicines you take, so they can check whether any of your medicines interact with each other;
• Start date;
• Reason for taking it: a short phrase is enough, for example "for blood pressure";
• Dose each time: write the strength of the medicine, not the number of pills. HealthLink BC's example: if you take one 50 milligram (mg) tablet, write "50 mg," not "one pill"; if you take two 25 mg tablets at a time, also write "50 mg";
• When to take it: for example, 3 times a day;
• Side effects to watch for: ask your doctor or pharmacist.

At the bottom of the list, add two more things: which medicines you are allergic to and what reaction you had each time (for example a rash or trouble breathing); and medicines you stopped for other reasons. If you are not sure whether something is an allergy, write "not sure; after taking [medicine], I had [reaction]," and let the health care provider decide; don't delete an allergy a doctor told you about in the past.

The easiest way: bring the boxes. HealthLink BC suggests bringing all the medicines you are taking to the doctor; if you can't, bring the list. The label on the box shows the strength and directions, which is far more accurate than saying from memory "a small white pill." If you don't understand units like mg and mL, show the label to the doctor or pharmacist; don't convert units or change the dose yourself. For anything you recently started, stopped, or have been taking less of on your own, say honestly when and why.

Medicines you got from B.C. pharmacies can be looked up on Health Gateway. Health Gateway is the B.C. government's health records website and mobile app. It shows medicines you have picked up at B.C. pharmacies going back to 1995, including the manufacturer, dosage and directions. Copying from it when you write your list makes it harder to miss anything. Medicines brought from China or from another province are not shown there, so you need to write them down yourself. (See section 5 for how to log in.)

Pharmacists can also help you organize it. B.C.'s pharmacy services page says pharmacists can help you understand and manage the medicines and non-prescription products you use, and that pharmacists follow the same confidentiality rules as family doctors, so what you tell them is kept confidential. In B.C., pharmacists can also assess 21 minor ailments and renew some prescriptions; which 21 minor ailments are covered and how to book with a pharmacist are already explained in section 7 of Guide No. 5, Health care in Canada.

Related: your home emergency kit should also have a copy of your medication list; for how to prepare it, see section 5 of Guide No. 21, Family emergency preparedness.

5. Old medical records and test reports: bring the relevant ones, and how to ask for copies

Bring what relates to this problem. HealthLink BC suggests finding the records from any past treatment for the same or a similar problem, and, if a test was ordered by another doctor, bringing a copy of the most recent results. When you organize them, you can put the most recent one on top and mark each with the date and the facility that did it (this is our suggestion, to make it easier for the doctor to look through them).

What to do with reports in Chinese. You can first make a one-page index yourself: the year and month, which hospital, and what test was done. Keep the originals or complete photocopies. If you write your own English summary, mark it "prepared by me, to be checked"; key details such as diagnoses, doses and test conclusions should be checked together with the health care provider through an interpreter. We did not find any B.C. rule on how foreign reports brought to a medical visit "must be translated"; ask the clinic how to submit them. Don't assume the doctor seeing you can already see all your past records; ask, especially about records from other hospitals, other provinces or other countries.

Some tests done in B.C. can be seen on Health Gateway. The B.C. government page lists:

• lab results (for example blood tests): tests done in B.C., going back to 2020; most lab results are available about 2 to 3 days after the test; pathology (for example a tissue biopsy) takes several weeks;
• imaging reports: only for imaging done at health authority facilities from September 2023 onward, available about 10 to 14 days after the exam; imaging done at private facilities is not included;
• visit records: visits billed to B.C.'s MSP in the past 7 years, with the date, the practitioner's name and the location;
• hospital visit records: from 2021 onward (Interior Health records are not available yet).

During the visit you can open your phone to show the doctor the dates, but what the results mean is for the doctor to explain. To log in, you use the BC Services Card app, or a username and password plus a small device called a BC Token. The B.C. government states that when you set up the BC Services Card app, the government will never ask for your credit card number.

Ask the original facility for a copy of your records. HealthLink BC's approach:

• first call your family doctor and ask them for it, or ask at your next visit;
• each facility may ask you to sign an authorization form (release form);
• photocopying, staff time for copying, and mailing may all cost money, so ask first;
• say exactly which visit and which documents you want; otherwise they may copy the whole file and charge you for all of it; asking for just a small part is cheaper and easier to organize;
• ask how long it will take to get them.

This is your right. The Office of the Information and Privacy Commissioner for British Columbia (OIPC) explains that public bodies such as hospitals are covered by the Freedom of Information and Protection of Privacy Act (FIPPA), and private organizations such as companies and associations are covered by the Personal Information Protection Act (PIPA). Both laws give you the right to ask for your own personal information.

The points below are only PIPA's rules for private organizations. A privately run clinic is a private organization and is generally covered by PIPA (this is our inference from the OIPC's explanation of which law applies to whom); requests for records from a hospital or health authority fall under FIPPA, where the time limits and fee rules are different, so go by what they tell you. PIPA says:

• the request must be in writing, with enough detail about who you are and what information you want for the organization to find it with reasonable effort;
• the organization generally must respond within 30 days. Here "days" do not count Saturdays, Sundays or statutory holidays, so this is roughly 30 business days;
• for reasons set out in the law (for example, you did not say clearly what you want, you asked for a very large amount, or another organization has to be consulted first), the organization can extend the deadline by up to 30 more days, and for longer with the Commissioner's permission; if it extends the deadline, it must tell you the reason and roughly when it will respond;
• it may charge a "minimal" fee; if it charges a fee, it must first give you a written estimate, and it can ask you to pay all or part of the fee in advance as a deposit.

You don't need to spend money copying all your old records just for this one problem.

To ask for a copy, you can say: "I'd like a copy of my lab results from October. Do I need to sign a form? Is there a fee, and how long will it take?"

Related: if you have just landed, for how to keep things like past medical records and vaccination records in order, see the section "In the first week, get five basic things started" in Guide No. 2, First 90 days; for how to log in to Health Gateway and what to watch out for when checking reports, see section 6 of Guide No. 5, Health care in Canada.

6. When your English is not enough: how to ask for an interpreter (the situation in Victoria)

If you can't understand the name of an illness, how to take a medicine or the risks, ask for an interpreter directly. Just say "I need an interpreter." Saying whether you need Mandarin or Cantonese makes it easier to arrange than just saying "Chinese." On the Provincial Language Services language list, Mandarin, Cantonese, Hakka, Shanghainese and Taiwanese are all listed separately.

Getting care from Island Health. Island Health's website says:

• you can ask for an interpreter for any Island Health appointment or service; more than 240 languages are available, including American Sign Language (ASL);
• ask when you book, or tell the staff when you arrive;
• the staff will connect you with a medically trained interpreter by video, voice call or phone; your health care provider will tell you how the interpreter will join;
• the doctor will speak directly to you and leave time for the interpreter to interpret for you; the interpreter only interprets what is said during the visit;
• the page has information sheets in Simplified Chinese and Traditional Chinese;
• if you have trouble getting an interpreter, you can contact Island Health's Patient Care Quality Office (contact details in section 12).

What Provincial Language Services is. It is part of the Provincial Health Services Authority (PHSA). Its website says:

• more than 200 languages are available, 24 hours a day, every day;
• it is free for patients and families in B.C.;
• where it can be used: services of B.C.'s health authorities; in addition, family doctors, specialists and midwives can use its phone interpreting;
• spoken-language interpreting must be requested by a health care provider; if you are a patient or a family member, ask the provider who is treating you to arrange it;
• in-person interpreting for spoken languages such as Mandarin and Cantonese (where the interpreter comes in person) is only available at health authorities in the Lower Mainland (the Greater Vancouver area).

So in Victoria, an interpreter for Chinese usually joins by phone or video (this is our inference from how the two websites above describe it; for how it will work this time, go by what the clinic or hospital tells you). At a private family doctor's clinic, you can ask: "Can the clinic book a phone interpreter through Provincial Language Services?"

This does not mean it is free and available everywhere. What is described above applies to B.C.'s health authority system and these types of health care providers. Other services at private organizations, translation of written reports, and hospitals and clinics in other provinces have different rules, so ask locally. When you book, you can ask: "Can you arrange an interpreter for this appointment? Will it be by phone or video? Is it confirmed?"

Machine translation and help from family on the spot are only suitable for small talk that does not involve your care. Provincial Language Services states that machine translation (for example Google Translate) and other informal methods (pen and paper, or family and friends interpreting) should only be used for conversations that do not involve medical care, do not need to be verified, and would not add risk or expose private information if something were translated wrongly, and only when no other option is available. The website does not give a reason; our understanding is that machine translation can get a "not," a medicine name or a dose wrong, and a family member explaining things for you can easily end up summarizing for you. So when discussing your condition or your medicines, or signing a consent form, it is best to use a professional interpreter.

811 also has interpreters. 811 offers interpretation in more than 130 languages; once you get through, just say "Mandarin, please." (section 1).

Related: for how to give your address first and then ask for a Chinese interpreter when you call 911 and your English is limited, see section 2 of Guide No. 20, Staying safe and getting help.

7. Bringing family or friends: let them take notes, not speak for you

If you can bring someone, bring one person. HealthLink BC suggests that, if possible, you ask a family member or friend to come to the visit with you, to help take notes, ask about anything that is not clear, and help you remember what the doctor said.

The law says this too. Section 8 of B.C.'s Health Care (Consent) and Care Facility (Admission) Act says that when a health care provider asks for your consent to treatment, they must communicate with you in a way that suits your skills and abilities; if your spouse, a near relative or a close friend who has come with you is willing to help, the provider can let them help you understand.

Even with family there, you can still ask for a professional interpreter. Island Health states that family and friends can support you during the visit, and that having a professional interpreter is still important, because professional interpreters understand medical terms and can make sure information is clear and accurate. Provincial Language Services also says that when a qualified interpreter is used, your family can focus on being with you and supporting you, instead of acting as interpreters.

Agree beforehand on who does what. For example: you describe your main symptoms yourself first; the person with you writes down the doctor's plan, reminds you of questions you missed and adds facts you forgot, but does not answer for you things only you know, such as "where does it hurt and how much."

Some things you may want to tell the doctor alone. If there is something you don't want your family to hear, you can tell the health care provider directly: "Could I speak with you privately for a moment?"

Taking a child to the doctor. HealthLink BC suggests first telling the child, in words that suit their age, why they are going to the doctor and what will happen; for an older child, ask whether they want to talk with the doctor alone. HealthLink BC says that teenagers who know they can have some time alone with the doctor may be more willing to talk about sex, mental health, alcohol and drugs.

If you want a family member to join a video visit. Section 10 covers Island Health's BC Virtual Visit: give the health care provider your family member's email address or phone number in advance, or have it ready during the visit, and the provider will invite them directly; don't forward your own link to your family.

8. In the exam room: ask when you don't understand, and you decide whether to agree

Asking questions does not make you "difficult." HealthLink BC says not to worry about being seen as a "difficult patient": asking questions is not being difficult; it is taking an active part in your own care. Don't just ask "what should I do"; also ask "why," and ask whether there are other options and what the pros and cons of each are. If you feel the doctor's plan would be hard for you to follow, say so right then: the medicine is too expensive, you can't fit it into your schedule, you don't know how to use the equipment, or you can't remember the steps; these are all practical problems to solve together. If cost matters to you, you can tell the doctor that too; the doctor may not know the exact price, but can tell you which of the options cost more and which cost less. Be honest about what you plan to do and what you don't plan to do.

Whether to agree or not is your decision. B.C.'s Health Care (Consent) and Care Facility (Admission) Act states that an adult who is capable of making decisions:

• has the right to give or refuse consent to treatment, for any reason, including moral or religious reasons;
• has the right to revoke consent already given;
• has the right to expect that their decisions will be respected;
• has the right to be involved to the greatest degree possible in their own care plans and decisions.

The law also says that for your consent to count, the health care provider must first give you the information a reasonable person would need to make a decision, including your condition, the nature of the proposed treatment, the risks and benefits you should be told about, and the alternatives; and you must have the chance to ask questions and get answers. Consent can be given verbally or in writing, or inferred from your conduct; consenting to one thing only covers that one thing. The law also says that the way a person communicates is not, on its own, grounds for deciding that they are not capable of making decisions; so limited English does not mean you can't make your own decisions. The law has separate rules for emergencies.

HealthLink BC's list of questions about tests also says that no test can be done without your permission, and that you have the right to refuse a test.

If the doctor prescribes a new medicine, you can ask (HealthLink BC, New Medicines: Questions to Ask the Doctor):

• what is the medicine called, and what are its brand name and generic name;
• what is it for, and why do I need to take it; are there other medicines or other options;
• is it covered by my health plan; is there a suitable generic version;
• can I start with a few days' supply to see whether it suits me;
• how do I take it (by mouth or on the skin); how much each time; how many times a day, and when; with food or on an empty stomach;
• what should I avoid while taking it (certain foods, activities, other medicines, alcohol);
• will it interact with medicines I already take or with my other health conditions;
• what are the common side effects that are usually not a concern, and which ones should I report;
• what should I do if I miss a dose; how long do I need to take it; how will I know whether it is working; what is the next step if it doesn't work.

HealthLink BC also gives an example that is well worth copying: if the doctor says "4 times a day," ask whether that means once every 6 hours around the full 24 hours, or 4 times only while you are awake.

The answers to these questions only apply to the one medicine the doctor has prescribed for you; don't apply them to other medicines.

If the doctor wants you to have a test, you can ask (HealthLink BC, Medical Tests: Questions to Ask the Doctor):

• what is the test called, why do I need it, and what happens if I put it off or don't have it;
• how accurate is it, and is there a more accurate one;
• is it covered by my health plan, and are there any extra costs;
• how do I prepare, where is it done, how long does it take, what does it feel like and does it hurt, and will I need someone to take me home afterwards;
• what are the risks, what can the results tell us, and could they change my treatment;
• what could affect the results (for example eating, exercise, medicines, alcohol, smoking);
• when will the results be ready, when will I be told, and when is my follow-up visit.

Whether to fast, whether you can drink water, and whether to stop your usual medicines: always follow the clear instructions given for this particular test; don't fast or stop your medicines on your own just because "I'm going to the hospital tomorrow."

If you don't understand, you can ask using these sentences from HealthLink BC:

• "I want to make sure I understand. Would you go over that again?"
• "Tell me more about …"
• "Could you explain that in a different way?"
• "Can you draw a picture for me?"
• "Can I read more about this somewhere? Do you have anything you can send me electronically?"

9. Repeat the plan back before you leave, and follow up on results at home

Ask these before you leave. The questions HealthLink BC lists for the end of a visit:

• "When should I return for another visit?"
• "When will test results be available?"
• "Should I contact you or will you contact me?"
• Remember to ask for a copy of your test results: "Could I have a copy of the results?"
• "Are there any danger signs that I need to look for?"
• "What else do I need to know?"

Repeat it back in your own words. Don't just ask "Did I get it?"; you can say: "I'm worried I might miss something, so I'd like to check: today I need to ____; next, ____ will arrange ____; if I haven't heard anything by ____, I will contact ____; if ____ happens, I need to get help right away. Is that right?" Or you can simply start with: "Let me repeat it back to make sure I got it right: …". Ask the health care provider to correct you, then write down the plan you finally confirmed.

Ask the health care provider who sees you to tell you specifically, based on your situation this time, what would mean you should come back right away and what would mean you should call 911; don't just copy a general list from the internet.

Write it down when you get home. HealthLink BC suggests writing down three things after the visit: what the doctor thinks the problem may be, what may happen next, and what you can do at home. Then do what the doctor said: pick up your medicine, book the test, book the next visit. If there is still something you don't understand, call the clinic. Watch for changes in your health, and if you have a problem or symptom that worries you, contact your doctor. Also update the records you keep at home: new test results, and medicines that were changed.

If you don't get a call, don't draw your own conclusion about the results. Follow up at the agreed time and in the agreed way. If the clinic says "we'll only contact you if there is a problem," you can also ask: "How will I know the test is done and the result has been reviewed?" If your symptoms haven't improved, have gotten worse or have changed, don't just wait for the results; contact your health care provider again promptly, and in an emergency, get help right away.

If you see the results on Health Gateway first. The B.C. government states that most lab results go online in about 2 to 3 days and pathology takes several weeks, to give health care providers time to review and interpret the results. Even if you see the numbers first, wait for the doctor to explain them; don't look things up online and diagnose yourself.

Related: for how to log in to Health Gateway and what to watch out for when reading reports, see section 6 of Guide No. 5, Health care in Canada.

10. Phone and video visits: one more step to prepare

What the doctor must do. The CPSBC states that when a doctor sees you remotely (by phone or video), they must:

• the first time they see you, tell you their name, where they are, where they are licensed and what type of doctor they are, and confirm your identity;
• at the first virtual visit, explain what virtual care is suitable for, what it cannot do and what to be aware of about privacy;
• let you know who else is taking part in the visit (for example other health care providers);
• consider whether virtual care is appropriate for you, and arrange an in-person visit promptly if you need to be examined in person;
• before starting, find out whether you have any difficulty taking part in a virtual visit (for example, not having suitable equipment), and help you solve it as far as possible.

The CPSBC page has a Simplified Chinese version.

What you need to prepare. Find a quiet place where other people cannot hear you, and keep your preparation sheet, medicine boxes, and a pen and paper at hand. At the start of the visit, say clearly who else is with you. If you can't hear or see clearly, say so; don't guess. If you need an interpreter, say so when you book.

If it is Island Health's BC Virtual Visit (a video visit platform). Island Health's website (updated 2025-12-03) says:

• the link in your appointment notice (email or text message) is for you alone, and one link only lets one person in; don't forward it, because if someone else joins using the same link, sound and video may be blocked;
• if you want a family member or support person to join, give their email address or phone number to the health care provider in advance, or have it ready during the visit, and the provider will invite them directly;
• your device (a computer, tablet or phone all work) should be no more than five years old, with an up-to-date operating system, and have a camera, microphone and speakers; if you can watch YouTube or Netflix videos and use video calls such as Skype, FaceTime or WhatsApp, you can use this platform; some visits require the BC Virtual Visit app, so install it before the visit;
• if you asked for an interpreter (spoken language or ASL) in advance, the interpreter will join automatically; you can also ask the health care provider to invite an interpreter during the visit;
• join 5 to 10 minutes early to leave time to test your connection and get technical help if needed;
• have your BC Services Card, or a driver's licence with your personal health number (PHN) on it, ready to confirm your identity;
• while waiting in the virtual waiting room, don't close the window, leave the page or lock your screen; if your device goes to sleep, you may need to rejoin from the original invitation link;
• plug in your phone or tablet; using mobile data may cost extra, so it is best to use your home internet connection;
• once the visit starts, the doctor will ask you to say who you are and who else is with you; for safety, they may ask for your current address or where you are;
• if at any time you are uncomfortable with a video visit, tell the health care provider; it can be changed to a phone call, a telehealth room or an in-person visit;
• if you hang up by accident, rejoin using the link in the email or text message; if you can't get back in, contact the health care provider's office and ask them to resend the invitation; if the doctor's side disconnects, stay in the virtual waiting room until the doctor comes back;
• for technical problems, contact the Virtual Care Patient Support Desk at 250-519-1944, Monday to Friday, 8 a.m. to 4 p.m. (Pacific Time, except statutory holidays); technical support is available in more than 200 languages; for general questions, email virtualcare@islandhealth.ca; for questions about the visit itself or to change the time, contact the health care provider's office.

The above describes how Island Health's platform works; other clinics and other virtual visit apps have different rules, so go by the appointment notice you receive.

11. Follow-up visits: focus on what has changed since last time

HealthLink BC's preparation form for follow-up visits (Follow-Up Appointment) asks you to write down, before and during the follow-up visit:

• which problem this follow-up is for, and the questions you most want to ask this time;
• whether you have any new symptoms, how long you have had them, and what makes them better; if it is pain, where it hurts, what it feels like and how bad it is;
• whether you have had any difficulty following your treatment plan, and whether you have had stress recently that affects how you take care of yourself;
• whether you need written instructions to help you take care of yourself;
• whether there are new treatments or tests for this condition, what their benefits and risks are, and what happens if you don't have them;
• which signs to watch for, when to call to report them, and when to contact your health care provider again.

It also reminds you to bring any records you have been keeping since your last visit (for example, readings the doctor asked you to record).

Be honest about which parts of the last plan you did and which you didn't. If you didn't manage to follow the plan, explain why, so the doctor can help you adjust it.

Three common moments when people get stuck, and what you can say (these are sample sentences written for this guide, not fixed hospital wording; replace the blanks with your own real situation):

• You forgot to mention something else: "There's one more thing I forgot to mention: … Should we deal with it today, or should I book another appointment?"
• The doctor's explanation doesn't match what you are worried about: "What worries me most is …, because it's affecting my … Could you explain why you think that, and what changes would mean I should come back?"
• You got home and realized you didn't remember everything: "My name is … I saw Dr. … on … I'd like to check the instructions about …, especially … Who should I ask, and how can I reach them?"

When you see a doctor, you don't need to speak beautifully; what helps most is being accurate, understanding clearly, and knowing the next step.

12. If you feel you didn't explain things clearly, or you are unhappy with a visit, who to contact

First, talk to the care team. Island Health suggests that if you have a concern about your care, you first talk with the team caring for you or their manager; many problems can be resolved quickly this way. For example, you could say: "I don't think I explained my problem clearly last time. Could I have another chance to talk about it?"

If you were seen at an Island Health hospital or clinic and the issue is still not resolved, contact the Patient Care Quality Office (PCQO). B.C. law requires every health authority to have this office. Ways to contact Island Health's office:

• the online form (click "online form" on the page at the link below);
• phone 250-370-8323, toll-free 1-877-977-5797;
• email patientcarequalityoffice@islandhealth.ca;
• for South Island, by mail or in person: Royal Jubilee Hospital, Memorial Pavilion, Watson Wing, Rm 315, 1952 Bay Street, Victoria, B.C. V8R 1J8; in-person meetings are on Mondays and Wednesdays, 8:30 a.m. to 3:30 p.m. (closed on weekends and statutory holidays).

When you write, include: what happened and on which day; where it happened, and which department or service; the names of any staff involved; and how you would like it resolved. Island Health states that it generally responds within 40 business days; sometimes it takes longer, and it will tell you directly. If you are raising a concern on behalf of a family member, you need to be able to show that you can represent them (for example, with a Representation Agreement), and the office may also contact the patient directly to confirm.

If you have a complaint about a doctor personally (for example a doctor at a private clinic), contact the CPSBC. The CPSBC states that all doctors practising in B.C. are regulated by it, and that it investigates all complaints about doctors. Complaints must be sent in writing by mail, email or fax, must be signed by the person making the complaint, and must include the patient's date of birth and personal health number (PHN); if you complain on someone else's behalf, attach an authorization form. If you have questions, you can call 604-733-7758, extension 2109, or email complaints@cpsbc.ca.

If you want to check whether the person treating you is licensed. Below are the official directories for looking this up. Finding a licence only shows that the person is licensed; it does not mean the doctor is taking new patients.

13. Useful English phrases (with short explanations)

Rows marked "HealthLink BC's wording" or "Island Health's wording" are taken word for word from those websites; the others are sample sentences written for this guide.

14. Preparation sheets you can print

The two sheets below are personal checklists put together by CanDo Studio; they are not forms you have to hand in to a hospital. If you don't know what to write somewhere, write "not sure"; don't guess just to fill every box, and don't let filling out the sheet delay getting care. The sheets contain your private health information, so only show them to the people who need them for this visit, and don't post a filled-in page in a public group chat.

HealthLink BC also has official English preparation forms you can print: Appointment for a New Problem for a new problem, Diary of Symptoms for recording symptoms, Master List of Medicines for medicines, and Follow-Up Appointment for follow-up visits (see the links at the end).

Sheet A: fill in this page before your visit

Before you go, check: □ appointment details and the ID the clinic asks for (BC Services Card or personal health number) □ medication and allergy list, or the medicine boxes □ related reports □ interpreter and support person arranged □ glasses, hearing aids □ clinic phone number

Sheet B: medication list, and the answers to take home after the visit

Fill in the medicines based on the box labels, the prescriptions and how you actually take them; if you are not sure, show the box or label to your health care provider. If you take many medicines, you can photocopy this page. Don't use this sheet to decide on your own to add or stop a medicine or change a dose.

Usual pharmacy and its phone number:

Medicines or other things I am allergic to, or that made me unwell (name, what reaction, which year):

Medicines I have stopped (name, date stopped, why):

Related guides

• → No. 5 · Health care in Canada
  How to get MSP in B.C. and register when you have no family doctor; how to choose between a regular clinic, an urgent care centre and the hospital emergency department; how 811, Health Gateway and pharmacists can help; and 13 places in Greater Victoria that offer same-day care.
• → No. 20 companion sheet · Emergency phone sheet
  911, the poison centre, 811, gas leaks, power outages, crisis lines and other numbers, all on one page you can print and keep.
• → No. 20 · Staying safe and getting help
  How to give your address first and then ask for a Mandarin or Cantonese interpreter when you call 911 and your English is limited (section 2); what to do first when someone collapses, falls suddenly ill or may have been poisoned (section 4).
• → No. 21 · Family emergency preparedness
  How to prepare home supplies, a grab-and-go bag and a family contact plan; and, for people who take medicine long term, how to keep a paper copy of medicine names, doses and allergy information (section 5).
• → No. 2 · First 90 days
  What to do, in order, in your first 90 days: organize your documents, past medical records and vaccination records and keep them where you can find them easily, apply for MSP early, and remember the two health-related numbers, 911 and 811.
• → No. 60 · Autism funding changes in B.C.
  How to prepare before taking your child for an autism assessment: the province suggests a folder with medical records, past assessments and your own notes on your child's behaviour, strengths and difficulties, and bringing someone to help take notes (section 4); plus the changes to B.C.'s autism funding: who can get each kind of money and how.

Main official links in this guide

These are the official pages used most in this guide. The web pages of HealthLink BC, Provincial Language Services, Island Health, the CPSBC and the OIPC, the B.C. government's Health Gateway overview page, and the text of the Health Care (Consent) and Care Facility (Admission) Act, the Personal Information Protection Act and the Interpretation Act on BC Laws were all opened and read on November 3, 2026; the three directories for checking licences could all be opened. A few things we could not check: we did not open the Health Gateway website itself, so this guide follows the B.C. government's overview page; we did not find Island Health's own page on how to request copies of your records, so this guide only gives HealthLink BC's approach and the two privacy laws; the CPSBC's specific rules on what doctors at private clinics can charge for copying records are in a PDF document that we did not read, so this guide does not cover them; and on Island Health's BC Virtual Visit page, the support desk number written in the text does not match the number behind the call link, so this guide only uses the number written in the text, 250-519-1944. Other links are at the end of each section.