VirtualHealthNow Patient FAQs

Will I see my regular doctor if I choose an online visit through VirtualHealthNow?

Depending on how your health care provider uses VirtualHealthNow, you may log on and see the same staff and doctors you’d see if you came into the office for an in-person visit. In other instances, you may log on and see staff and doctors that are part of your hospital’s larger network of health care providers.


Are online visits as good as in-person visits?
Patients who use VirtualHealthNow are usually very satisfied with the care they receive during their online visit. While there are some differences between online visits and in-person visits, it’s important to remember that each and every department evaluates whether or not VirtualHealthNow is appropriate for specific types of follow-up appointments before offering them as an option to patients like you.


How long will my online visit last?
Just like a regular visit in the office, your visit length will vary. Every group of health care providers decides the appropriate visit length for their specific department.


How am I notified about my scheduled appointment?

When your online appointment is scheduled, you’ll receive an e-mail to keep as a reminder. This e-mail includes links to install the app on your mobile device, or to access VirtualHealthNow using your computer. Many patients install the app at this point, to ensure that they are ready when their online visit happens.


15 minutes prior to your scheduled appointment, you’ll receive another appointment reminder e-mail. If you’re planning to use the mobile app, and haven’t installed the app already, you’ll want to do it at this time. It’s almost time for your appointment!


A few minutes before your scheduled appointment time, you’ll want to click the link in the e-mail to start your visit. If you choose to use a mobile device, the VirtualHealthNow mobile app will launch your visit. If you are on your computer, you’ll be taken to the VirtualHealthNow website. Either way, the doctor will be notified that you’re ready, and your visit will begin soon!


VirtualHealthNow Mobile App FAQs


Do I need an account to use the app?
You don’t need an existing account to use the mobile app. When you open the app for the first time, you’ll be asked to enter some basic information that will be used to create your profile. You’ll receive an email with instructions on how to access your account and have live visits.


Can I have a visit for my child?
Yes! To have a visit for your child, create your own profile first. Once you’ve selected a doctor, you’ll be asked who the visit is for. There, you can enter your child’s information for the visit.


What is a Group/Service Key?
Your employer or health plan may give you a code to enter when you enroll. This code may give you special pricing or provider services. If you didn’t receive a code, just leave this field blank.

The app said it found an existing account; what does that mean?

Based on the information you entered, we may have found an account that looks similar to yours. This can happen if you’ve already enrolled online, or if your employer or health plan pre-enrolled you in the service. To use this account, select the option to email yourself a pairing code, which will automatically link the app to your account.


Why do you need to know my state?
Your state is used to match you up with physicians who are licensed in that area. If you travel and find yourself in a new state, please update your location in the Settings area, so that we may continue to show you appropriate providers.


Why am I required to enter my phone number?
If your visit is interrupted for any reason, the provider can use this number to call you back and finish your conversation. He or she may also want to follow up with you after your visit.


What does the Message button do?
If you’d prefer to send the provider a secure message (it’s like an email, but HIPAA-compliant), you can do so by tapping the Message button in the provider’s profile. You can attach a photo to this message, which may be helpful for certain conditions (e.g., skin rashes, cuts and bruises). Please note that secure messages may not be read immediately, and should not be used when seeking treatment from the provider.

Is the app available on all devices?
The mobile app is available on most iOS and Android devices. Below is a complete list.


Have questions or technical issues? Call 1-844-321-WELL (9355) for help!