QDoc patients in tight spot over billing dispute

Manitobans have been pulled into a dispute between QDoc — a Winnipeg-based virtual health-care platform — and the NDP government over fees billed to the province for patient care.

An Aug. 24 email from QDoc to its users prompted concern or calls for clarity from Manitobans who use the 24-7 platform to see a physician or nurse practitioner through encrypted video calls.

“When I first read it, like many others, I assumed they were going to be nixing the service altogether because that’s the way it was presented,” Tyndall resident Stephanie Pituley said.

“Upon further research, obviously that’s not the case, but I am still concerned to be honest. How many people did that research, I don’t know.”

QDoc’s email said the province changed the way it applies its payment rules for virtual care, which “may limit QDoc’s ability to see patients in your area going forward.”

The email, which did not provide additional details, said QDoc is working with the government to find a solution.

The firm encouraged Manitobans to send letters to their MLA, Health Minister Uzoma Asagwara and Premier Wab Kinew to express “what QDoc has meant to you and what it would mean to experience significant delays or to lose that access” to QDoc. The service is similar to a walk-in clinic, but online.

A government spokesperson told the Free Press this week that Manitoba’s virtual-care “reimbursement structure” hasn’t changed.

“The Manitoba government routinely reviews physician billing and recently identified instances where services provided through QDoc did not align with what is eligible under the physician services agreement,” the spokesperson said.

“This does not limit a physician’s ability to provide care through QDoc or be paid for those services. We recently communicated with QDoc and continue to work with them to ensure billing rules are applied fairly and consistently across all providers caring for Manitobans.”

Pituley said she received a similar statement from Asagwara’s office after emailing her concerns to the minister upon receipt of QDoc’s email last month.

The government did not explain to the Free Press how billed services provided via QDoc did not align with eligibility rules. QDoc declined to comment.

Virtual care is governed by rules set out by the College of Physicians and Surgeons of Manitoba, and Manitoba Health’s physician manual, which defines virtual visit services and the amounts clinics can bill for them.

The two virtual visit types are episodic care (similar to seeing a random doctor at a brick-and-mortar walk-in clinic) and continuing patient relationship (similar to what many Manitobans have with a family doctor).

A source indicated some QDoc appointments may no longer meet provincial criteria to be billed at the comprehensive virtual assessment rate.

The rate, equivalent to a complete history and physician examination conducted in-person by a doctor, is available as part of a continuing patient relationship, under provincial rules.

“When I first read it, like many others, I assumed they were going to be nixing the service altogether.”

In addition, after-hours premiums may only be claimed when there is a continuing patient relationship, and the visit is an urgent or emergent service, the manual states.

Manitoba Health may hold a fee-for-service claim and seek more information from a biller to ensure the correct visit type and rate were claimed.

The college’s rules, meanwhile, require a blended model of care that balances in-person and virtual medicine if a doctor provides virtual visits.

Pituley said her family has used QDoc multiple times and has found it to be a quicker and easier way to seek care or prescriptions for less serious health concerns. The closest medical clinics and hospitals to her home involve a 10- to 20-minute drive to other communities.

She said she is concerned QDoc could have a hard time attracting doctors to provide care during evening and overnight shifts if physicians are not compensated appropriately.

Pituley also raised concerns about the way QDoc’s Aug. 24 email was worded.

“We recently communicated with QDoc and continue to work with them to ensure billing rules are applied fairly and consistently across all providers caring for Manitobans.”

“Even just saying at the very beginning… ‘We will be continuing with the service,’” she said.

A person who’s worked in Manitoba’s health-care system said QDoc’s call to action was unusual.

“Enlisting patients to do a letter-writing campaign in this way is very uncommon in health care in Manitoba and very aggressive as an advocacy tactic,” they said.

The former Tory government introduced virtual health care when the COVID-19 pandemic escalated in 2020. QDoc, founded by Dr. Norm Silver and David Berkowits, launched in 2021.

Virtual care became a permanent option in 2023 when the Tories and Doctors Manitoba finalized a four-year physician services agreement.

“Even just saying at the very beginning… ‘We will be continuing with the service.’”

In a Facebook post Aug. 26, Tory MLA Rick Wowchuk, who represents Swan River, said he’s heard from constituents who are worried they could lose access to QDoc, which is an important option for people in rural and northern communities.

Wowchuk called on the NDP to provide clear answers to Manitobans who may wonder whether they will still have access to QDoc.

QDoc’s website said the platform sees more than 10,500 patients and prevents more than 2,600 ER visits per month. It lists more than 150 physicians and nurse practitioners who provide care at no cost to patients who have a valid Manitoba health card.

QDoc’s LinkedIn page states local doctors can work as often as they want and get paid “the best rates in the industry.”

In September 2025, QDoc ranked sixth on a Globe and Mail list of Canada’s top growing companies. The list placed QDoc’s 2024 revenue between $5 million and $10 million, and its workforce at 25 employees.

In addition to virtual care, the company provides billing and booking software to clients. It built Manitoba Health’s MediNav online appointment booking system.

The federal government gave QDoc nearly $2 million to expand last November. The company has received provincial funding in the past.

chris.kitching@freepress.mb.ca