Q: What is MedStar eVisit?
A: MedStar eVisit is a faster, easier way to see a medical provider for your basic express care needs. The service is a virtual/video visit with a medical provider offering consultation, diagnosis, treatment, and even prescriptions (when appropriate). MedStar eVisit is available to you 24/7/365, and we welcome patients of all ages. You can access services via a computer, tablet or smartphone. Through MedStar eVisit, even as a first-time patient, you have immediate access to medical care providers without an appointment.

Q: What conditions can MedStar eVisit providers treat?
A: MedStar eVisit providers commonly treat patients with colds, flu-like symptoms, fever, rash, stomach ache, sinusitis, pink eye, ear infection, and migraines. Not all medical conditions can be treated through MedStar eVisit. In the event of an emergency or if you need care immediately, please call 911 or visit your nearest emergency department. In some cases, a MedStar eVisit provider may refer you to a primary care physician or a specialist for care.

Q: How do I sign up in MedStar eVisit?
A: Signing up is free and required to receive services. You are encouraged to sign up in the MedStar eVisit service today, so whenever, wherever you need express care, the service will be ready to use. To sign up in MedStar eVisit:

• Download the iOS or Android mobile app, “MedStar eVisit” OR
• Visit www.MedStar-eVisit.com 

Complete the steps within the mobile app, and/or web.

Q: What information is required for signing up?
A: When signing up you will be asked for the following information:

• Full name
• Email address
• Home address
• Date of birth to verify you are over 18 years of age
• Gender
• Insurance card (if you are insured)
  

Q: Do I need my insurance card to sign up?
A: You don't need an insurance card to sign up. However, if you are insured through MedStar, you will need your insurance card to confirm your insurance carrier/plan and member ID.

Q: How do I sign up my dependents?
A: Dependents over the age of 18 need to sign up with their own unique account. If you have a dependent under the age of 18, the parent or guardian can add the dependent to their account. Patients under the age of 18 need parent or guardian approval.

Q: Does it cost anything to download the MedStar eVisit mobile app to my smart phone?
A: No. The download of the MedStar eVisit mobile app is free. When using your cellular connection, normal data rates apply.

Q: What devices can I use to access MedStar eVisit?
A: MedStar eVisit supports the recent versions of most browsers, as well as access to apps for iOS and Android devices.

Q: How much space does the mobile app take up on my phone?
A: The downloaded MedStar eVisit app takes approximately 55MB. That is about the same size as the Twitter app.

Q: What software/hardware is required to access MedStar eVisit on my computer?
A: To access MedStar eVisit via the web, you will need a computer, internet access, webcam, microphone, and speakers. The service will ask for a phone number to call you in case you get disconnected during the visit. The service will prompt you to conduct an equipment test to ensure your device will support a visit. If the service prompts for any software updates (especially for video capabilities), please accept/download the updates so you may access medical care through MedStar eVisit.

There are also minimum system requirements necessary to properly conduct a virtual visit. An important part of a successful virtual visit is a strong connection and/or strong signal. If the system detects a weak signal, it may prompt you to switch to an alternate connection to successfully conduct a visit. This may mean switching to a WiFi connection if your cell coverage is not strong.

Q: What if during the equipment test, it is discovered that I do not have the correct equipment to support MedStar eVisit? Can I conduct my visit over the phone?
A: If it is determined that you do not have the correct equipment to support a MedStar eVisit, you are encouraged to visit an urgent care center, such as MedStar PromptCare, for services. Unfortunately, due to increased regulations in telemedicine, visits over the phone are not an option at this time.

Q: Who can I contact for technical support?
A: For technical support, call 844-VISIT-00 (844-847-4800) or email [email protected].

Q: When is MedStar eVisit available?
A: MedStar eVisit is available to you 24/7/365.

Q: What is the average visit wait time?
A: The average waiting room time is three to five minutes. When logged in, you are able to view the wait time of each available provider. If the wait time is too long, or another provider is available sooner, you have the option to switch.

Q: What is the average visit time?
A: The average visit time is 10 minutes.

Q: Do I need an appointment?
A: No. Through MedStar eVisit, even as a first-time patient, you have immediate access to primary care providers without an appointment.

Q: Will the provider have access to my electronic health record?
A: If you are a previous MedStar eVisit patient, a summary of your previous visit(s) will be accessible to the provider. Prior to seeing a provider, you will be able to communicate the reason for your visit.

Q: Will I have to visit a physical location after my MedStar eVisit?
A: If your illness is appropriate for eVisit (cold, flu-like symptoms, fever, rash, stomach ache, etc.), most patients can be treated quickly and virtually. If your condition is severe or you require a specialist, the provider will make a recommendation to seek additional care. In the event of an emergency or if you need care immediately, please call 911 or visit your nearest emergency department.

Q: Who will be providing the healthcare services for MedStar eVisit?
A: MedStar Health is working closely with our partner, American Well, to bring you online care when and where you need it. All of our providers are licensed and board certified in family medicine, internal medicine, emergency medicine, or pediatrics and are certified and credentialed according to National Committee for Quality Assurance (NCQA) standards.

Q: How do I decide what provider to use for my visit?
A: You can select a provider based on a variety of criteria, including provider profiles, your “favorite” list or the provider wait time.

Q: What if I select a provider and the wait is too long?
A: The average waiting room time is three to five minutes. When logged in, you are able to view the wait time of each available provider. If a wait time is getting to be too long, or another provider is available sooner, you have the option to switch. You will only be charged only if a visit is completed by a provider.

Q: Can I see the same provider each visit?
A: Yes. If the provider is available at the time of your visit, you can see the same provider. You are able to select “favorite” providers so that it is easy to locate him/her for future visits.

Q: Can I follow up with my provider after my visit?
A: Yes. If you have questions following your visit, you can follow up with your provider via a secure messaging tool within MedStar eVisit.

Q: What if I need a prescription?
A: Providers can prescribe medications, when appropriate. All prescriptions are sent electronically to a pharmacy of your choice. You are asked to select a pharmacy when logging in for each visit.

Q: Can I use a MedStar Pharmacy?
A: Yes. You have access to MedStar Pharmacies when using MedStar eVisit.

Q: How are the prescriptions sent to the pharmacy?
A: All MedStar eVisit prescriptions are electronic and completed during the visit.

Q: What prescriptions will MedStar eVisit providers prescribe?
A: MedStar eVisit providers will prescribe medications for common cold, flu and illnesses. The service will not provide prescriptions for controlled substances, such as narcotic pain medications.

Q: What is the cost for a MedStar eVisit?
A: The cost of an eVisit is $49 (often less than the copay for an urgent care or emergency room visit). This fee is payable at the time of visit via credit card and does not include the cost of any medications, follow-up lab work or follow-up visits, if deemed applicable. Depending on your health insurance plan, you may be eligible for reimbursement. Check with your insurance provider to determine whether your visit will be covered and file your claim directly with them.

For MedStar associates, the cost an eVisit is the same as a primary care co-pay: $0 for MedStar Select and $15 for CareFirst coverage through MedStar.

Q: When do I pay for my services?
A: At the start of the visit, you will be prompted to provide credit card information. You should provide the credit card that you would like to use to pay for the visit. At the conclusion of the visit, your card will be charged the appropriate amount based on your insurance. Primary care copays apply for the MedStar eVisit service.

Q: Can I pay with a flexible spending account?
A: Yes, you can pay with a flexible spending account, as long as the account is through an active credit card.

Q: Who will have access to my visit summary following my visit?
A: After your MedStar eVisit, your visit summary will be loaded into your electronic health record, which can be viewed by any MedStar Health provider. In addition, your visit summary will appear in your online profile, and you can download, print or email it from there.

Q: What precautions are in place to protect my personal information?
A: For confidentiality, MedStar eVisit is managed by a third-party vendor, American Well. Additionally, all MedStar eVisits are protected by the Health Insurance Portability and Accountability Act (HIPAA). MedStar eVisits are encrypted and secure communications, protecting your health and personal information.