Patient’s Guide to Telehealth: How to Use Virtual Healthcare
As the world battles COVID-19, expanding healthcare access becomes more critical than ever. Learn how telehealth could help millions who need care, and how you can sign up, see a doctor, and get the treatment you need fast.
Telehealth has been gaining in popularity even before the pandemic, especially in rural areas and to help patients who need minor care without a doctor’s visit. But with the coronavirus, virtual healthcare has taken on a new importance. More and more telehealth services are popping up to give patients care through video chat, phone call, and direct-to-pharmacy prescriptions. Here’s what you need to know to get acquainted with telehealth, get informed about your options, and get started for when you might need care quickly.
What Is Telehealth?
Telehealth is the use of the technology to deliver healthcare services to a different location than where the healthcare professional is located. This technology can include the use of internet, computers, smartphones, tablets, and software. While the terms “telehealth” and “telemedicine” are sometimes used interchangeably, they can refer to two different things. Telehealth is the broad term for remote delivery of all kinds of healthcare services, while telemedicine focuses more on clinical services, such as diagnosis and treatment.
Why Is Telehealth Critical?
It expands access to medical care, for everyone. For those who live near hospitals or urgent care clinics, getting medical treatment may have been easy before COVID-19. But now, if you have an ear infection, a skin rash, or anything unrelated to the coronavirus, in-person care is a tougher task. With telehealth, seeing and/or chatting with a doctor online makes it much easier to acquire the antibiotics or ointment you need to get your infection or rash in check.
Once the coronavirus outbreak is contained, telehealth should still maintain its importance. “In 5-10 years, telehealth will be ubiquitous, like online banking and social networking, and will be part of our daily life,” says Christine Stetler, RN and Principal Solutions Architect at AllScripts. “While the need to physically see patients will never end, the use cases will become well defined and far less than the instances for which Telehealth can be utilized.”
It’s not just the pandemic that is changing things. “COVID-19 and the generational preferences of Millennials are helping to drive this movement to telemedicine,” Ms. Stetler says. “Millennials are pushing for more digital health opportunities as they are accustomed to the immediacy, ease of use, and convenience that technology brings. Providers can also save a great deal of time by scheduling telehealth visits, and they might even be able to see more patients.”
What Services Are Offered via Telehealth?
As amazing as telehealth is, it can’t replace in-person interactions with healthcare providers. However, it still has various applications for the delivery of many types of medical services. These include:
Treating a chronic condition, like diabetes or hypertension
Patients can upload their blood sugars, blood pressure readings, and food or exercise journals for review by a doctor or nurse.
Providing mental health services
In many situations, mental health professionals can assess and treat patients through the use of videoconference software.
Diagnosis of basic and minor ailments, such as the cold, flu, or skin conditions
Patients can communicate their symptoms while videoconferencing technology allows the doctor to observe and assess the patient in a manner similar to what they would be doing with an in-person visit.
Telepharmacy
Patients can use videoconferencing to receive training or instruction from a pharmacist on taking a certain medication or implementing a particular treatment. Telepharmacy can also be used to order refills of prescriptions.
Follow up care
Telehealth offers a convenient method for doctors and nurses to check in on a patient and see how they’re progressing after a specific event, such as surgery.
When Should You Use Telehealth Services?
Telehealth is great for non-emergency situations when timing is not critical. It works well for obtaining routine or basic care, such as getting checked out for minor ailments, having a prescription refilled, or monitoring a patient’s health progress. This also means that unless instructed otherwise by a doctor or nurse, telehealth should not be used to treat the coronavirus.
Dr. Scott Cohen, a board-certified physician and founder of KidsDOC, agrees that there has never been a better time to look into telehealth. “Given the current environment with COVID 19, I would strongly encourage all patients to explore the telehealth services they have available to them. Limiting in-person contact and giving families access to telehealth calls with their physicians can help them decide the appropriate course of action for their children and ultimately better protect our patients, our doctors, and our communities.”
How to Get Started with Telehealth
You may cringe at the idea of logging onto an app or web portal for healthcare. And what about insurance? Is telehealth covered by my insurance plan, and does it work with all my providers and specialists? Getting started may seem difficult, but it’s not nearly as hard as it sounds. Here’s what you need to know.
STEP 1
Contact your health insurance provider
Although many insurance companies and plans cover telehealth services, always double check. Your insurer or your plan may have requirements or restrictions on the nature of the telehealth “visit” or how many times you can use the service in a given year. They may also have their own telehealth systems, which could mean a discount for the people they insure.
STEP 2
Get the right equipment
In many cases, all you need is a smartphone (or a computer) and an internet connection. Many telehealth visits can be done with a phone call, but if you plan on uploading any pictures the doctor may need to see, or if you think a video chat is in order, a broadband connection would be ideal.
STEP 3
Find the telehealth service you need
There are a number of telehealth services available. Your first stop in finding the right one should be a phone call or online visit to your primary care provider. If that’s who you want to see for care, find out if they have a preferred service. But if you’re not dead-set on using your PCP, a third-party app such as Teladoc may work just as well.
STEP 4
Download necessary software and apps
Some telehealth portals have specific software you need download to enable data gathering and communication. The Teladoc app, for example, has an easy interface that walks you through everything on their website or via your smartphone.
STEP 5
Provide the necessary information
Again, most portals and apps will walk you through information collection, but make sure you have everything handy. Usually it’s personal information such as height and weight, insurance information, and anything related to your reason for the visit.
STEP 6
Request an appointment
The app or website should offer this option, but you can usually make an appointment via phone if you prefer. Sometime, the provider will ask you to prepare for your appointment by uploading photos of your condition (if applicable) or providing detailed written notes.
STEP 7
Attend your appointment
This may include waiting in a virtual waiting room before your appointment begins. Depending on your equipment and the reason for your visit, the appointment may take place through videoconference or just by telephone.
STEP 8
Review your information
Following the visit, your doctor’s notes, tests ordered, test results, prescriptions, and any other information should be available for access through your medical provider’s online portal or app.
Who Offers Telehealth Services?
There are telehealth options available for just about everyone, including those on Medicare or those with no insurance. Here’s a look at who has telehealth services and systems that you can explore.
Your health insurance company
Health insurance companies often have telehealth systems in place that will allow insureds to access covered medical services from a telehealth medical professional. Cigna Telehealth Connection is one example.
Your PCP
Many hospitals and doctor’s offices will have an online portal that allows patients to send a message to their doctor, review test results, request prescription refills, and make appointments. Some primary care providers will have a full set of telehealth service offerings.
Medicare
Medicare is a federal health insurance program for older Americans. As a result of the coronavirus pandemic, Medicare now pays for telehealth visits in various settings in addition to the patient’s home, such as nursing homes and outpatient clinics.
The Uninsured
Despite the Affordable Care Act, there are still many people who do not have health insurance. Some telehealth companies offer special rates to uninsured patients that are more affordable than if they were to go in for a regular, in-person visit. One such offering is HeyDoctor from GoodRx.
Your Employer
Health insurance coverage is a staple employee benefit for many. In an attempt to make access to medical care more convenient and cheaper, employers are using telehealth companies to provide these virtual medical services. One such company used by employers is Amwell.
You should also vet the telehealth provider to make sure they can provide what you need. “I think patients should look for a platform that fits their specific needs,” says Dr. Cohen. “Many platforms are simply a fancy FaceTime session, while some are specifically for patients to connect to their pediatrician.”
Dr. Cohen suggests looking for platforms that allow a doctor to review a patient’s medical record, write notes in the system, send pictures and video in real time, and print or save a PDF of the encounter information directly on their computer or other device.
Provider 411: Today’s Popular Telehealth Services
These are some of the best-known telehealth providers. Keep in mind there may be geographic or regulatory restrictions, as well as eligibility requirements.
Future patients can enroll in Amwell, choose a doctor, then set up an appointment that takes place using streaming video.
Anyone, with or without insurance, especially those who might have mental health needs.
Routine doctor’s visits, mental health visits, and getting prescriptions filled.
Signing up and creating an Amwell online account. This will require basic personal information.
Prices range from $69 to $199, depending on the professional seen and the reason for the visit.
Board certified medical doctors, licensed therapists, and licensed psychiatrists.
The same day the request is made.
Cigna is a leading health insurance provider in the United States that allows insureds the ability to see a doctor or nurse anytime.
Anyone who has Cigna health insurance.
The ability to talk to a board certified doctor by phone or video for minor health issues, such as colds, rashes, urinary tract infections, cold sores, and allergies.
Signing up with myCigna, then signing up for the Cigna Telehealth Connection.
The same cost (or less) as seeing a covered primary care provider in-person.
Board-certified doctor, licensed clinician, or nurse.
The same day the request is made.
CVS is well-known as a drug store, but they are also a leading provider of primary care medical services through the MinuteClinic.
Anyone without health insurance that’s over the age of two.
Basic primary care service, such as minor injuries, upset stomach, obtaining prescriptions, and various skin conditions.
Creating a CVS.com account and requesting a video visit from the MinuteClinic.
$59 per visit.
Certified nurse practitioners and physician assistants.
Usually the same day, but within 48 hours (for scheduled visits).
Doctor on Demand provides a wide range of telehealth services. During the sign-up process, individuals can provide their insurance information.
Those looking for a comprehensive set of services that goes beyond urgent care.
Urgent care, mental health, preventative care, and management of chronic conditions.
Patients can sign up in the same time it takes to create a free online email account.
$75 for a 15 minute consultation with a doctor. Consultations with psychologists and psychiatrists can range between $129 and $299, depending on length of the visit.
Board-certified doctors based in the United States, as well as licensed psychologists and psychiatrists.
As soon as you sign up.
Patients can make a telehealth appointment directly with the platform to discuss a medical issue with a doctor.
Anyone may use this service, but it is ideal for those without health insurance.
Virtual doctor visits, ordering of prescription drugs, and lab work requests.
Signing up and providing basic information about name, age, location, email address, and reason for the visit.
Most visits costs $20, but some may cost up to $50, depending on the nature of the visit.
Board-certified doctors.
The same day the request is made.
Future patients can register online in a few minutes, choose a doctor, then quickly attend a telehealth session or schedule one for later.
Anyone looking for telehealth medical care, including mental health services.
The type of care you’d receive at an urgent care clinic, such as evaluation for cough, pink eye, cold, flu, and ear problems.
Signing up and creating an account with MDLive.
$75 for urgent care visits, although prices depend on insurance coverage and the type of care needed. For example, counseling visits are $99 and psychiatric visits are $259.
Board-certified doctors, counselors, and psychiatrists.
As soon as you sign up.
Medicare is the federal health insurance program that insures mostly those 65 and older.
Older patients who qualify for Medicare coverage or qualified individuals with a disability.
Health insurance services, including hospital and medical insurance (that covers doctor’s visits, medical supplies, and outpatient visits).
When an individual is turning 65 within three months (or older), they must sign up for Medicare Part A and Part B.
Varies, depending on the specific telehealth provider used.
Any telehealth medical professional that accepts Medicare.
Varies, depending on the provider.
Book an appointment on the website or app, get seen by the doctor or nurse, and pick up a prescription at a local pharmacy.
Anyone who’s interested in telehealth services, although those with UnitedHealthcare, Anthem Blue Cross, Cigna, and Blue Shield of California health insurance plans will be allowed to use their insurance to help cover the costs.
Treatment of urgent, but minor health issues. Patients can also get help with their chronic conditions and everyday care, which includes mental health services.
Create a PlushCare account then book an appointment through the PlushCare app or website.
For those with insurance that PlushCare accepts, they just pay the coinsurance or copay. For out-of-pocket patients, it’s $99 per visit. Patients can also pay a monthly membership fee for use of additional telehealth tools and services.
Board-certified doctors who graduated from the top 50 U.S. medical schools.
Varies, with wait times ranging from 15 minutes to a few hours.
Users take a few minutes to sign up online or by phone. You will provide prior medical history before being connected to the appropriate medical professional.
Anyone looking for medical services via telehealth, especially those who have access to Teledoc through their employer or health insurance plan.
Everyday care, mental health services, and dermatology consultations
Signing up, creating an account with Teledoc, and downloading the Teledoc app.
Cost per visit range from $55 to $90, depending on the type of visit required. Patients can also sign up for monthly or annual memberships to receive discounts on services.
Board-certified doctors, licensed nurses, and licensed therapists and psychiatrists.
Usually within 30 minutes.
As one of the largest healthcare providers in the United States, UnitedHealthcare allows insureds to choose between visiting a designated telehealth provider or visiting a local provider using telehealth methods.
Anyone who has UnitedHealthcare health insurance.
24/7 access to designated telehealth medical professionals or telehealth access to local medical professionals that offer telehealth services.
Signing up for a myuhc.com online account and requesting a Virtual Visit.
Varies, but most visits will cost up to $50 for those with a UnitedHealthcare plan.
Almost any healthcare professional offering telehealth services that accepts UnitedHealthcare insurance and/or is a designated UnitedHealthcare provider.
Varies, but in as little as 20 minutes.
Telehealth & Tech
Because you won’t be in your primary care provider’s office, you won’t have access to their equipment and tools. This means you may have to provide some of your own, depending on the nature of your visit. At the very least, you’ll need the equipment to make telehealth communication possible. Here’s what you need:
Broadband internet
If you intend to engage in any type of videoconferencing or plan on sending pictures or video in real-time, having access to high-speed internet is absolutely necessary.
Telephone
If broadband internet is not possible, at the very least you’ll need to have access to a telephone. However, this will severely limit the kind of medical services you can receive.
Smartphone or tablet
For most telehealth visits, you’ll want a screen, microphone, and camera so you can communicate with your healthcare provider through visual and audio means. Smartphones and tablets provide these tools in one simple package. They also make it easy to use apps that many telehealth providers offer.
Computer
A computer will only usually be necessary if you do not have access to a tablet or smartphone. If your computer has a microphone and camera, it should be able to do everything your smartphone or tablet can do.
Email and voicemail
While much of the communication with your telehealth provider can take place by phone or through the app they provide, you will still want an email address so you can sign up for the telehealth program and receive messages and notifications. Voicemail may also be helpful so they can leave messages if you prefer to be notified by telephone.
Basic medical equipment
To help with monitoring and taking vitals, some patients may find it useful to purchase basic medical tools, such as an oxygen stat monitor, blood glucose meter, blood pressure cuff, and scale.
Telehealth Do’s and Don’ts
These tips from healthcare professionals can help you understand what you should do – and not do – to make telehealth a rewarding experience.
Do’s
“It is always best if the patient has tested their telehealth platform and is in a relatively quiet location with good Wi-Fi and lighting,” Dr. Cohen says.
“In the office, there are always distractions or devices between patients and the provider,” Ms. Stetler points out. “With telemedicine, doctors and patients have a face-to-face conversation that supports open dialogue.”
“Patients should always come to their visit prepared,” Ms. Stetler says. “Patients need to come to their visit with an account of progress and symptoms, whether that is an acute visit or follow-up appointment.”
“It is important for patients to know that there are times that an in-person visit is more appropriate for the assessment of the patient,” Dr. Cohen says. “I have personally found that if I tell a patient that their complaint is better evaluated in-person they have no issues with it and appreciate that we tried via telemedicine first.”
Don’ts
“There are some people that still become somewhat anxious and, in some cases, intimidated by their healthcare providers,” Dr. Stetler explains. “Remember, they are here to legitimately help you live your best life.”
“There is still a certain population that thinks their healthcare provider can look at them and immediately know what is wrong,” Ms. Stetler says. Know that sometimes, a provider must see you in the office in order to make the correct diagnosis.
Telehealth Resources
- American Academy of Pediatrics (AAP)
The AAP’s website provides extensive information concerning the use and integration of telemedicine as a part of a pediatric practice. - American College of Physicians (ACP)
This professional organization offers access to health information technology resources, including telehealth. - American Medical Association (AMA)
The AMA is one of the leading professional organizations for medical doctors. There is a section dedicated to applying telemedicine to a medical practice, especially within the COVID-19 context. - Centers for Medicare & Medicaid Services
Also known as CMS.gov, this website offers comprehensive information about all things Medicare and Medicaid, including various articles discussing telemedicine issues and news. - HealthCare.gov
This is the federal health insurance exchange website, where individuals can purchase health insurance policies and learn more about how health insurance benefits available. - HealthIT.gov
This is the official website of The Office of the National Coordinator for Health Information Technology. It discusses various healthcare topics in the information technology realm. - HRSA – Telehealth Programs
This government webpage offers a variety of resources explaining telehealth options, especially within the context of providing medical care to rural or remote parts of the country. - KidsHealth
Hosted by Nemours, KidsHealth is presents health-related information in an easy to understand format for children and their parents. Various topics are explained, including what telehealth is and how it works. - Mayo Clinic
This website offers expert information for healthcare topics, including consumer health options, like telehealth. - Medicaid.gov
An official government website that explains all things relating to Medicaid. It also has resources explaining telemedicine options.
