Info-Santé 811

Description

Info-Santé 811 is a free and confidential telephone consultation service.

811 is the only telephone number for this service. Dialling 811 promptly puts you in contact with a nurse in case of a non-urgent health issue. The service is available 24 hours a day, 365 days a year. Anyone living in Québec can call Info-Santé 811 for themselves or a family member.

Info-Santé 811 nurses give advice and may answer health-related questions. When necessary, they may also direct you to a resource in the health network. Calling Info-Santé 811 often helps avoid going to a medical clinic or emergency room. However, in the event of a serious problem or emergency, it is important to dial 9-1-1 or go to the emergency room.

Here are a few examples of situations in which you can call Info-Santé 811:

  • You have a seasonal flu that persists several days and you are wondering if you should go see a doctor
  • Your child wakes up with a high fever and you are wondering if you should take them to emergency 
  • You are wondering what to do in order to relieve itching and swelling caused by an insect bite
  • You have questions regarding health network resources

How a Call is Handled

An Info-Santé 811 call lasts 12 to 16 minutes on average. The call takes place in 3 or 4 steps. The nurse:

  • Collects certain personal information
  • Assesses your needs
  • Responds to your needs
  • Refers you to an appropriate resource, if necessary

Collection of Personal Information

The nurse will ask you if you accept giving some personal information:

  • Your first and last name
  • Your date of birth
  • Your postal code
  • Your telephone number

Personal information remains confidential. However, it is not mandatory that you give it. If you wish not to do so, mention it to the nurse.

Assessment of Your Needs

The nurse listens and asks questions regarding your situation. She collects the necessary information in order to better understand your needs and to clarify your request. The nurse then assesses the situation in order to determine the immediate problem(s), the urgency of the matter and the appropriate response.

Response to Your Needs

The nurse informs you about your health issue. She may also advise you on measures for monitoring the evolution of your situation and improving your health.

Referral to an Appropriate Resource

If necessary, the nurse will direct you to a resource (a medical clinic for instance) where you can receive care or required services.

Service Accessibility

By dialling 811, you reach the Info-Santé 811 service in your region.

Info-Santé 811 services are available in all regions of Quebec except the Cree Territory of James Bay and Nunavik.

English Services

Anglophones can receive service in English.

People with Special Needs

Info-Santé 811 service is tailored to the specific needs of certain groups of people. Deaf people can use a relay service to access Info-Santé 811.

Last update: April 26, 2016 10:38 AM

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