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Frequently Asked Questions
What types of conditions can I use the Telehealth Plan for?
You can use Telehealth for any urgent care need that you might see your general physician or an urgent care clinic to treat, such as acid reflux, allergies, pink eye, rashes, bronchitis, sinus infection, flu, strep throat, cold sores, hypertension, gout, acne, and UTI, just to name a few. A complete list of eligible Urgent Care Conditions can be found on our website at www.amwell.com.
What is the Telehealth Plan NOT for?
Telehealth is not for people suffering from serious or life threatening conditions, such as seizures, chest pain, neurological symptoms suggesting a stroke, difficulty in breathing, dizziness or loss of consciousness, sudden bleeding, choking or gagging, severe hypertension or hemorrhoids, head injury, possible broken bones, cancer, patients who want to hurt themselves or others, schizophrenia or hallucinations. If you have any of the above symptoms or any other serious medical concerns, please call 911 or proceed to the nearest emergency department.
What is an online doctor visit?
An online doctor's visit through your Telehealth Plan is an affordable, convenient way to resolve routine medical conditions without you having to leave your home or office. Our unique, secure technology makes it possible to see a doctor, face to face, on your smartphone or desktop, or by speaking to a doctor by telephone. With video, providers can look, listen and engage with you to diagnose your health concerns and provide an effective treatment plan.
How much does an online doctor visit cost?
The typical cost of a visit is $69, compared to the average national cost of $139 for an office visit or $645 for an emergency room visit. However, by using a designated Service Key, your Business Account provides the service for $54 and with the additional Coupon Code provided by your financial institution, the cost is $45. This cost does not include the cost of any prescriptions, follow-up lab work or follow-up visits if deemed applicable.
How do I get the discount if I'm using the app or my computer?
During the registration process, to receive the maximum discount, select "No" or “Skip this Step” when asked if you have health insurance. Enter the Service Key to register and the Coupon Code when you check out.
Should I enter my health insurance information during the registration process?
No. To receive the maximum discount, select "No" or “Skip this Step” when asked if you have health insurance. Enter the Service Key to register and the Coupon Code when you check out.
How long is a typical online doctor visit?
A typical doctor visit on The Telehealth Plan is 10 minutes – the amount of time needed to handle most medical issues.
Do I need to create an account to see a doctor?
Yes, you do need to create an account before you can speak to a doctor. The account creation process is simple and takes just a few moments. We recommend you set up your account now so it’s ready when you need it. Once your account is created, you can use the mobile app or website using the same username and password, or alternatively you can contact the service by telephone.
Do I need to schedule an appointment?
This program is designed for on-demand care so no appointment is necessary. After you register and log in, doctors who are available for a visit will appear on your screen. You can browse doctor profiles and select who you want to see by clicking on the green “Connect” button. If no one is available, you will be placed in a "waiting room" and notified by text message once a doctor is available.
Is my online doctor visit private and secure?
Yes, we feel it is of utmost importance to maintain patient privacy and keep information secure. This program is designed to be a private, secure, HIPAA-compliant tool that allows you to safely and confidentially consult with a doctor online.
Who are the doctors?
The doctors are part of the Online Care Group, which is a primary care practice with a national network of board-certified doctors who, on average, have 15 years of experience. Doctors are both single- and multi-state licensed and credentialed to work in your state of residence; 24 hours a day, 365 days a year. Each of our doctors goes through a rigorous selection process to become a part of the network.
I don’t have a smartphone or a computer, is there another way to talk with a doctor?
Yes, by dialing 1-844-SEE-DOCS (1-844-733-3627) you can connect with agents who can assist you with whatever it is you’re looking for, including enrollment, connecting with a doctor, or answering any technical support questions. Please provide your Service Key and Coupon Code for your discounts.
Can I see a doctor online if I am traveling or in another state?
Yes, just make sure to select the state you’re in under My Location and you’ll only see doctors licensed to treat you in that state. When using the app, you can choose to update your current state based on mobile geolocation, making it faster to find a doctor, whether you are home or on the go. Doctor visits via telehealth are permitted in every state nationwide.
Can I see a doctor if I am traveling outside of the United States?
While we hope to soon be available internationally, we currently only operate in the United States.
Can my kids see a doctor?
Children, under the age of 18, may be easily added to your account and receive the same discounts that you receive through your small business’s Program Sponsor.
Can I add my spouse to my account?
You are an eligible recipient of these services through your small business’s Program Sponsor. Your children under 18 may be added to your plan. Your spouse or other family members who are not under the sponsored plan may register for services without the discount at www.amwell.com.
Can a doctor prescribe medication?
All doctors can provide a prescription in accordance with state laws and when medically appropriate. Some states require a video visit. To find out if you can be prescribed medication via telephone call 1-844-SEE-DOCS. Please note that doctors are not allowed to prescribe: controlled substances, muscle relaxants, medications for erectile dysfunction, or any additional state-specific controlled medications.
Can medical forms (like sick slips) be filled out?
Doctors are able to provide simple forms like sick slips or back to work/school documents as clinically appropriate. During your visit just ask the doctor to write you a doctor's note and you will get a secure message with the sick slip attached. This note is stored in your account under both secure messages and past visits. If you're having trouble printing the note from your mobile device you can log in through the desktop version and print directly from there. Please note that doctors are not able to provide more substantial documents like FMLA forms, disability forms or handicap/DMV documents as these documents require an in-person evaluation.
Can a doctor order lab tests for me?
Doctors are unable to order lab tests. Due to the nature of telehealth, it is difficult to follow up, obtain the results, and interpret these tests. Our providers may suggest following up with your in-person provider for testing.
Will my primary care provider (PCP) be notified about my visit?
You may choose to share this information. You will be asked if you want a copy of your after-visit summary to be shared with your primary care provider. If you choose to share your after-visit summary, we will fax or electronically transmit your after-visit summary to your PCP. You may also decide not to share this information. The choice is yours.
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