FAQ & Our Commitment
EMERGENCY SERVICES DISCLAIMER
TrustyTriage provides remote patient monitoring (RPM) and virtual wound care. It is NOT an emergency response service or an urgent care centre.
WHEN TO SEEK EMERGENCY CARE
Do not wait for a scheduled virtual assessment, a notification from your Cloud DX device, or a response from our team if you experience:
•Sudden chest pain or difficulty breathing
•Signs of a stroke (facial drooping, arm weakness, speech difficulty)
•Uncontrolled bleeding or signs of systemic infection (high fever, chills, confusion)
•Sudden, severe worsening of a chronic wound
CLIENT RESPONSIBILITY
By enrolling in our program, you acknowledge that you are responsible for seeking immediate emergency medical attention when necessary. TrustyTriage, its staff, and our technology partners are not liable for any delays in seeking emergency care based on the use of remote monitoring technology.
YOUR RIGHTS AS A CLIENT
Under Ontario’s PHIPA laws, you have the right to: •Access Your Records: View and download your clinical summaries at any time via your Secure Jane Client Portal.
•Withdraw Consent: You may withdraw your consent for virtual care or remote monitoring at any time. •Correction: Request corrections to any information in your file that you believe is inaccurate.
INCLEMENT WEATHER & TRAVEL
At Trusty Triage, the safety of our community nursing team and our clients is our top priority. Due to the unpredictable nature of Ontario winters and severe weather events, the following policy applies to all In-Home Wound Care visits.
Postponement of In-Person Visits: In-home nursing visits may be postponed or rescheduled if weather conditions make travel unsafe. This includes, but is not limited to:
•Severe Winter Weather: Blizzards, heavy snowfall, or significant ice/rain accumulation.
•Environment Canada Alerts: Official Red or Orange weather warnings for the Chatham-Kent or Southwestern Ontario regions.
•Road Closures: Any police-mandated road closures or “essential travel only” advisories.
If an in-home visit is postponed due to weather, we will not leave your care unattended.
•Automatic Transition: your scheduled in-person visit will be converted to a Virtual Assessment via Jane Telehealth
•Remote Guidance: Our staff will use AI to guide you or your caregiver through a self-dressing change using your Cardinal Health supplies. We will perform a full review of your Cloud DX biometric data (If you have an RPM Kits) to ensure clinical stability until a safe in-person visit can be completed.
•For the safety of our nurses, please ensure your driveway and walkways are cleared of snow and ice prior to a scheduled in-home visit.
If a nurse deems a property’s access point unsafe, the visit may be converted to a virtual assessment.
HOW WE COLLECT & USE YOUR INFORMATION
We collect personal health information (PHI) to provide you with precise, data-driven nursing care. This includes:
•Clinical Assessments: Conducted via secure, encrypted video through the Jane App TeleHealth Platform
•AI Wound Analytics: We use AI to capture high-resolution images of your wound. This AI provides our nurses with 3D measurements and healing trends that are more accurate than traditional methods
•Remote Monitoring: Through our strategic partnership with Cloud DX, your Connected Health™ kit securely transmits vital signs (blood pressure, oxygen levels, etc.) to our clinical dashboard for trend analysis. These Kits are reserved for our Premium Tier 2 & 3 Plans
•No Third-Party Sales: We will never sell, rent, or trade your personal health informatioon. Your data is used exclusively for your direct care and insurance reimbursement purposes.
OUR HEALTH INFORMATION CUSTODIAN
Questions about your privacy? Please contact our HIC at: mkelly@trustytriage.com or visit the Information and Privacy Commissioner of Ontario for more information on your rights. Your information is stored for 10 years.
CLICK HERE TO VIEW ADDITIONAL FREQUENTLY ASKED QUESTIONS
+ WHAT IS VIRTUAL NURSING CARE?
Virtual nursing care allows you to consult with a certified nurse via video call from your home. It covers medication management, health education, and disease management. We use Remote Patient Monitoring Kits from CloudDx to monitor blood pressure, oxygen saturation, temperature and heart rate. Results are transmitted wirelessly via bluetooth to the CloudDx dashboard where it is available instantly to our staff. Please note: Our RPM Kits are reserved for our Premium Tier 2 & 3 Plans.
+ HOW DOES MOBILE WOUND CARE WORK?
Our mobile wound care brings a nurse to your home for professional wound assessment, cleaning, dressing changes, and ongoing management. We use AI for hi-resolution photos to assess and monitor wounds. You can take a picture and upload it via Jane if we haven’t visited yet. This will allow our nurse to develop a treatment plan before even seeing you.
+ HOW DO YOU PROVIDE WOUND CARE TO VIRTUAL CLIENTS?
If you require wound care your referring clinician will indicate that on the referral form. When we receive the form, we will immediately order a Wound Kit for you that includes common dressings. We will provide guided dressing changes – our registered staff will supervise via a secure Jane video link. Our goal is to help you or your loved ones gain the skills and confidence to help you get back to the life you deserve.
+ ARE YOUR NURSES CERTIFIED?
Yes, all our nurses are fully certified and licensed professionals with extensive experience in virtual care and mobile wound management. You may click the Find a Nurse button beside each of our nurses to see their fitness to practice on the CNO website.
+ DO YOU ACCEPT INSURANCE?
Yes. While we do no bill through OHIP, we are registered with ProviderConnect (GreenShield), Medavie Blue Cross and NIHB to provide direct billing to your private insurance. Clients will need to cover any costs not covered by private insurance. We require a credit card on file upon registration in the event that your insurance only cover a portion of the payment.
+ WHAT IF MY CLAIM GETS DENIED?
If your primary coverage through insurance is denied or only partially covered, you can often use your Health Care Spending Account (HSA/HCSA) to bridge the gap. Secondary Submission: Once you receive a “Denied” status or an Explanation of Benefits (EOB) from insurance, you can submit the remaining balance to your HSA for 100% tax-free reimbursement. Automatic Coordination: You can even set up Automatic Coordination through your insurance. Eligible Expenses: Most nursing services and medical devices provided by TrustyTriage are considered eligible medical expenses by the CRA and can be covered by your HSA. You can also call Ontario Health atHome and request an assessment for in-home services to fast-track your approval.
+ WHAT PAYMENT OPTIONS DO YOU HAVE?
We bill insurance directly, based on eligibility. If you choose to pay first and submit claims later, we accept credit card and e-transfer. E-transfer instructions are provided after booking our services. We have membership plans available starting as low as $37.25/week.
+ HOW DO I BOOK A SERVICE?
You can easily book your Initial Assessment directly through our website by selecting BOOK NOW. Your specific treatment plan will be decided by either your nurse assessor, specific plan referrals, or a custom treatment plan will be created.
Message From the Founder:
In 2022, my life changed instantly after a car accident. As a dedicated RPN, I was used to being the one providing care, but I suddenly found myself on the other side of the system. Over the next two years, I fought to stay in the profession I love, but my health began to decline. I went from full-time nursing to modified duties, and eventually, I could no longer meet the physical demands of a traditional clinical setting. In 2024, I finally received a diagnosis that explained everything: POTS (Postural Orthostatic Tachycardia Syndrome). Living with POTS meant that even ‘modified’ nursing roles were impossible. I experienced firsthand the ‘waiting room fatigue’ and the physical toll of navigating a healthcare system that isn’t built for people with chronic mobility or autonomic issues. I realized that if a trained nurse like myself was struggling to manage my own care and monitoring from home, my patients—especially those without a family doctor— struggled even more. I founded TrustyTriage because I refused to let my clinical expertise go to waste. I’ve traded the physical strain of the hospital floor for a high-tech, hybrid nursing model. By using AI and remote biometrics, I am creating the ‘living room clinic’ I needed during my own recovery. We aren’t just healing wounds; we are giving dignity and 24/7 safety back to patients who, like me, find the traditional system a barrier to their healing.
Healthcare Without Barriers:
At TrustyTriage, we operate under a foundational clinical belief: No individual should ever have to go without essential medical oversight simply because they cannot afford it. To ensure our specialized nursing services remain fully accessible to vulnerable members of our community, we actively run a dedicated Financial Accessibility Program. If you or a loved one are currently experiencing financial hardship, are uninsured, or are falling through the gaps of the public system, please do not delay your care. We are here to help. While our advanced clinical treatments and premium in-home nursing services carry standard commercial rates, we have engineered specialized, alternative care tracks explicitly designed to protect both your health and your household budget. To preserve the integrity of our community program and ensure support is delivered directly to those who need it most, these flexible budgeting options are handled confidentially and are not published on our public online booking menus. If you are struggling to afford care, please do not navigate it alone. Connect directly with our clinical desk today so we can design a personalized, affordable care plan.
•Call Our Direct Line: (226)-794-5300
•Email Directly: info@trustytriage.com
