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Patient Information

Frequently Asked Questions for Patients


Downloadable pdf of telehealth patient FAQs


What is telehealth?

Telehealth is a way for doctors, nurses and other health care experts to provide real-time face-to-face care when they are located at a site far from you, the patient. It means you get the specialized care you need without having to travel. You will have the convenience of receiving care close to home.


Does telehealth replace an “in-person” appointment?

Yes, for many types of patient care appointments, it does. While there are some differences between video and face-to-face visits, Telehealth allows you to still receive safe and timely care when the health care provider cannot be in same location as you. Telehealth use has some limitations, and if the provider determines that video is not appropriate for you, another way will be found to ensure you get the appropriate care.


How does telehealth work?

You will be seen in a room with special Telehealth equipment operated by a trained nurse, who will make sure you can see and hear the provider on the screen, and will assist with the examination.


Am I being recorded?

No, this is a real-time, secure and private live video feed that is not saved and can never be replayed.


Is my privacy safe?

Yes. A telehealth consult is treated with the same attention to privacy and confidentiality as face-to-face care. It follows the Health Insurance Portability and Accountability Act (HIPAA) rules. Anything you say to your care team members is secure.


May my family be present during the telehealth visit?

This is your choice. If you feel your loved one’s presence would be helpful, we encourage them to be in the room. However, if you do not want them present because of privacy reasons, your preference will be honored. An adult will be required to be present for any pediatric consults.


Will there be paperwork or forms to complete before the telehealth session?

Yes, you will be required to fill out paperwork that will help provide the specialist insight into your medical condition.


Does my insurance cover telehealth?

In almost every case, yes. When you are seen in a hospital, charges occur from both the hospital and your provider. Telehealth has charges from the telehealth facility (where the visit originates) and also from the specialist who participates in the telehealth visit. All other aspects of the billing are just like any other care visit.


Do co-pays and deductibles apply?

Telehealth care charges apply to your insurance and its co-pay and deductible rules like any other medical service.


Questions about billing

If you have questions about billing, call the phone number on your statement.


What if I need to change my appointment?
To cancel or reschedule an appointment, call toll-free 855-5TELMED (855-583-5633).