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Info-Santé 811

Warning notice

A phone line reserved for the parents of children aged from 0 to 17 years is currently available through 811 (option 1). You can quickly talk with an Info-Santé nurse to have your child assessed and to get advice on how to care for your child at home.

If Info-Santé confirms that your child needs medical attention, you will be transferred to a telephone reception service that will guide you toward the right resources.

General notice

811: three options for different needs

  • 811 (option 1): Info-Santé for health advice
    A nurse assesses your condition and provides recommendations for self-care at home or finds the service that best meets your needs. If the call is about a child aged 0 to 17 years, a reserved phone line provides a faster response, which may lead to an appointment with a health professional.
  • 811 (option 2): Info-Social for psychosocial advice
    A psychosocial worker offers advice for a psychosocial or mental health issue.
  • 811 (option 3): Primary Care Access Point
    This line is reserved for people who do not have a family doctor. A nurse offers recommendations for self-care at home and, if necessary, refers you to the most appropriate health professional (pharmacist, nurse, doctor, etc.).

Description

Info-Santé 811 (option 1) is a free and confidential telephone consultation service.

811 is the only telephone number for this service. Dialling 811 (option 1) promptly puts you in contact with a nurse in case of a non-urgent health issue. However, in the event of a serious problem or emergency, it is important to dial 9-1-1 or go to the emergency room.

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 evaluate your health situation and give advice based on your condition. They can answer your questions about your health and direct you to the most appropriate resource in your region. Calling Info-Santé 811 often helps avoid going to a medical clinic or emergency room.

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

  • You have had the flu for 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 if you agree to provide some personal information:

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

Personal information remains confidential. However, you are not obliged to 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 steps to take to monitor any changes in your condition or to improve 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. People with a hearing impairment can use a relay service to access Info-Santé 811.

See also

Last update: December 8, 2022

Notice

Information on the website in no way replaces the opinion of a health professional. If you have questions concerning your health status, consult a professional.

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