Question 1

Which provinces do you serve?

Accepted Answer

The Matrix Health currently serves Ontario, Manitoba, and New Brunswick across all three care lines — Medical Weight Loss, Menopause, and Mental Health. After you start your intake, we'll confirm availability in your province before you book a visit.

Question 2

Do you take insurance?

Accepted Answer

We do not bill insurance for visits. Visit costs are paid out of pocket. You may submit a superbill to your insurer for potential reimbursement. Some pharmacies accept insurance for medication.

Question 3

Is my information private?

Accepted Answer

Yes. The Matrix Health uses a PIPEDA-compliant telehealth platform. Your information is shared only with your clinical care team and partner pharmacy for the purposes of your care.

Question 4

Can I cancel or get a refund?

Accepted Answer

Cancellations must be made at least 24 hours before your appointment. Cancellations made after this window are not eligible for a refund. Medication fulfilled by a pharmacy follows that pharmacy's return policy.

Question 5

What weight-loss medications do you prescribe?

Accepted Answer

When clinically appropriate, our clinicians prescribe GLP-1 receptor agonists such as semaglutide (Ozempic, Wegovy) and tirzepatide (Mounjaro, Zepbound). Brand-name formulations are available depending on supply and clinical fit.

Question 6

How do I know if I'm eligible for GLP-1 therapy?

Accepted Answer

GLP-1 therapy is generally considered for adults with a BMI ≥ 30, or ≥ 27 with a weight-related condition (e.g. type 2 diabetes, hypertension, sleep apnea). Final eligibility is determined by a licensed clinician during your visit.

Question 7

What are the side effects, and how quickly will my medication ship?

Accepted Answer

Common GLP-1 side effects include nausea, constipation, diarrhea, and fatigue, especially when starting or increasing the dose. If a prescription is issued, partner pharmacies typically ship within 2–5 business days; delivery times vary by location.

Question 8

Who is menopause care for?

Accepted Answer

We support people in perimenopause, menopause, and post-menopause who are experiencing symptoms such as hot flashes, night sweats, sleep disturbance, mood changes, vaginal dryness, or low libido. A clinician will review your symptoms and history to recommend a personalized plan.

Question 9

What hormone therapy options do you offer?

Accepted Answer

When clinically appropriate, our clinicians prescribe systemic estrogen (oral, transdermal patch, or gel), micronized progesterone, and low-dose vaginal estrogen for genitourinary symptoms. Therapy is individualized to your symptoms, health history, and preferences.

Question 10

Do you provide lifestyle and nutrition support?

Accepted Answer

Yes. Alongside medication management, we offer evidence-based guidance on nutrition, strength training, sleep, stress, and bone health — the foundations of long-term menopause wellbeing.

Question 11

What conditions do you treat?

Accepted Answer

Our clinicians treat outpatient adult mental health conditions including depression, generalized anxiety, panic disorder, social anxiety, insomnia, PTSD, and OCD that can be safely managed virtually.

Question 12

What do you NOT offer?

Accepted Answer

We do not provide emergency psychiatric care, acute crisis intervention, or controlled substances such as stimulants. If you are in crisis, call 911, go to your nearest emergency department, or contact Talk Suicide Canada at 1-833-456-4566.

Question 13

Is this medication management or therapy?

Accepted Answer

We provide psychiatric medication management — evaluation, prescribing, and follow-up. We do not provide ongoing psychotherapy, but we can coordinate with your existing therapist or refer you to therapy resources with your consent.

Question 14

What does Primary Care cover?

Accepted Answer

Primary Care visits are $49 per visit and cover common non-emergency concerns — colds and infections, minor injuries, prescription refills, lab follow-ups, referrals, and general health questions — with a licensed Canadian clinician.

Question 15

How much does a visit cost?

Accepted Answer

Every category outside of Medical Weight Loss is a flat $49 per visit.

Question 16

Is there an intake for these categories?

Accepted Answer

Yes. Each category has a short, category-specific intake so your clinician has the information they need before your visit.

Question 17

Do you prescribe medication for these categories?

Accepted Answer

When clinically appropriate. Your clinician will review your history and goals during your virtual visit and, if suitable, issue a prescription to your preferred pharmacy.

Frequently asked questions

General

Medical Weight Loss

Menopause

Mental Health

Primary Care

Other categories (Sexual Health, Hair Loss, Skincare, Sleep, Birth Control, Cold Sores, Quit Smoking, Allergies, Migraine)

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