FAQ

Account Setup and Changes

Do I need to create an account?

Yes. You need to register for an account before you can start making appointments online.

What personal information will I need to provide when I register for an account?

During the account creation process, you will be asked for your:

  • First and last name
  • Phone number (preferably, a mobile phone number with SMS functionality, if you would like to receive appointment reminders via text messaging)
  • Email address

What do I do if I have forgotten my password?

Click Forgot Your Password on the main page and enter your email address. A password reset link will be emailed to you.

How do I change my contact information?

Sign in with your account. Once signed in, click on your name as displayed on the upper right-hand corner of the page. A drop-down menu will appear. Click Edit Profile. You can then change your contact information. Click Save Changes when you have completed modifying your information.

How do I change my password on my registered account?

Sign in with your account. Once signed in, click on your name as displayed on the upper right-hand corner of the page. A drop-down menu will appear. Click Change Password. You will be asked to enter your current password and your desired new password. Click Change Password to save the changes.

How do I deactivate my account?

Sign in with your account. Once signed in, click on your name as displayed on the upper right-hand corner of the page. A drop-down menu will appear. Click Delete Account. Carefully read through the warning message and click the Delete Account button if you would like to proceed.

Booking Appointments

How do I book an appointment for myself?

In order to book an appointment, you must have an account. Click here to create an account. Once signed in:

1. Click Book Appointment
2. From the drop-down menu, select the laboratory location where you would like to book an appointment
3. Choose an appointment date by selecting either Get earliest appointments or Select date from calendar from the drop-down menu
4. Click Search Availability
5. Select an available date and time
6. Click Book Appointment
7. On the next page, confirm the appointment by clicking Confirm

Note: Once the appointment is confirmed, you can print the appointment details, or add the appointment to your Google/Apple calendar. A confirmation email and/or text message will also be sent if you have enabled these features in your account.

How do I book an appointment for my family member?

In order to book an appointment for your family member, you must first have an account. Click here to create an account. Once signed in:

1. Click Add a Member on the left side of the page
2. Fill out the family member registration form. Note: the family member must have a different e-mail address from yours.
3. Click Book Appointment
4. From the drop-down menu, select your family member’s name
5. From the drop-down menu, select the laboratory location where you would like to book an appointment
6. Choose an appointment date by selecting either Get earliest appointments or Select date from calendar from the drop-down menu
7. Click Search Availability
8. Select an available date and time
9. Click Book Appointment
10. On the next page, confirm the appointment by clicking Confirm

Note: Once the appointment is confirmed, you can print the appointment details, or add the appointment to your Google/Apple calendar. A confirmation email and/or text message will also be sent if you have enabled these features in your account.

Why are no appointments being displayed?

This may occur because of several reasons:

  • All the appointments for the date you have chosen are booked and no more appointments are available
  • The laboratory you have chosen is not open on the date you selected
  • You are trying to book an appointment more than 2 months in advance

How far in advance can I book an appointment?

You can book up to 2 months in advance.

Will I get reminders for appointments I book online? If so, when and how will they be received?

A confirmation email and/or text message will be sent to you upon booking the appointment, as long as you have enabled these features in your account. A second reminder text message will also be sent on the day of your appointment.

Why did I not receive a confirmation email for my appointment?

Confirmation emails can sometimes end up in your spam folder. Check to see if it is there. To avoid this for future appointments, add autoresponse@labonlinebooking.ca to your Safe Senders list.

Can I book an appointment using an alias?

No. The appointment must be made under the same name as the name on the laboratory requisition provided by the health care provider.

Will I have to disclose the nature of my tests when I book an appointment online?

No, no information about the tests ordered by your health care provider will be collected during online booking.

Is there a charge for booking online?

No, appointments are made available free-of-charge.

How do I see my or my family member’s future appointments?

To view future appointments, sign in with your account. Once signed in, you will be able to view the list of upcoming appointments for you and your family member(s) on the main page.

Where is my personal information stored?

All personal information is stored in secure environments within Canada.

How do I know that the site is secure?

Your personal information is protected by encryption during transit between your computer and our server.

Cancelling/Rescheduling Appointments

How do I cancel my appointment?

To cancel an upcoming appointment, sign in with your account. Once signed in:

1. View the list of your upcoming appointments on the main page
2. Click the red X icon beside the appointment you would like to cancel
3. A pop-up will appear. Click Cancel to confirm the cancellation

How do I re-schedule my appointment?

To re-schedule an upcoming appointment, sign in with your account. Once signed in:

1. View the list of your upcoming appointments on the main page
2. Click the gray pen icon ( ) beside the appointment you would like to re-schedule
3. From the drop-down menu, select the laboratory location where you would like to book an appointment
4. Choose an appointment date by selecting either Get earliest appointments or Select date from calendar from the drop-down menu
5. Click Search Availability
6. Select an available date and time
7. Click Book Appointment
8. On the next page, confirm the appointment by clicking Confirm
9. Your appointment has now been re-scheduled

Will I be charged a fee to reschedule or cancel an appointment, or if I don’t show up to a scheduled appointment?

There is no fee for cancelling or re-scheduling an appointment. There is no fine for not showing up for an appointment.

Laboratory Requisitions and Standing Orders

Do I need a requisition in order to have laboratory testing performed?

Yes. Laboratories in British Columbia cannot perform a collection without a laboratory requisition from a health care provider.

Does my requisition expire?

Yes. Laboratory requisitions in British Columbia are only valid for one year, unless the request is a Standing Order with an indicated duration of more than one year.

I have an existing Standing Order. Do I need to go to the same laboratory every time?

Yes. For all hospital laboratories in the Lower Mainland, you have to go to the same laboratory for Standing Orders.

Laboratory Tests

Do I need to fast for my appointment?

Always follow the fasting instructions given by your health care provider. If you are unsure, please contact your health care provider for guidance.

I just need to pick up a stool FIT kit, or a urine container for urine tests. Do I need to make an appointment?

No, you do not need to make an appointment for these tests. Please bring the requisition from your health care provider to the laboratory in order to be provided a collection kit/container.

At the Laboratory

What do I need to do/bring on the day of my appointment?

Double-check your demographic information on the laboratory requisition to ensure it is correct. If the information is not correct, please contact your health care provider.

On the day of your appointment, bring the laboratory requisition, along with a piece of government-issued identification, such as the BC Services Card, to the laboratory.

When should I arrive for my appointment?

Please plan to arrive a few minutes before your appointment. If you are more than 5 minutes late, the appointment will be forfeited so please be on time.

What do I do when I arrive?

Upon arrival, follow the sign for check-ins for online appointments.

How long should I expect to be at the laboratory?

This is variable depending on the laboratory tests ordered by your health care provider. Some tests may require multiple collections at specific time points. However, the majority of simple laboratory tests should be completed within 30 minutes of your appointment.

If I go to a hospital laboratory, can they help me set up my online appointment?

Please use the website to book an appointment. For assistance, please refer to the list of Frequently Asked Questions. For all other inquiries, please email Sophia.Wong@vch.ca with a description of your problem. Your email will be answered within 2-3 business days.