About MDLIVE
What is telehealth?
Telehealth is the delivery of health-related services and information via telecommunications technologies, including telephones and personal computers – other references include telemedicine, teletherapy, telepsychiatry and virtual consultations. Among the most significant benefits are convenient access to healthcare professionals without scheduling appointments, along with avoiding travel and wasted time in crowded waiting rooms, lowering costs for quality care, and more.
What is MDLIVE?
MDLIVE is transforming the world of healthcare - not only making care more accessible and convenient, but also helping to both raise quality and contain the costs of healthcare. Our national network of Board Certified physicians and licensed therapists provide quality care through the convenience of phone, online video or secure e-mail consultations anytime, anywhere. Our healthcare providers have incorporated MDLIVE into their practice because they want to provide a cost-effective alternative to traditional care settings and can diagnose, treat, and write prescriptions for routine, medical conditions. Our service is available 24/7/365 (including holidays) by phone, video or e-mail from virtually anywhere. Avoid long waits and significantly less cost than the ER or urgent care facilities and even lower than most co-pays.
Is MDLIVE appropriate for every medical condition?
While MDLIVE is not intended to replace your primary care physician for common or chronic conditions, a virtual consultation can sometimes replace a #{put_provider_text} office or emergency room visit. Communication with your primary care physician is important for continuity of care.
How is MDLIVE different from other online care services?
Unlike other services where patients email a provider and then wait for a response or where patients have to perform a self-diagnosis, MDLIVE’s robust software makes your virtual consultation fast, affordable and convenient. Your interaction and treatment recommendations always come from a real person – either a Board Certified physician or licensed therapist. You can choose from any of the available appointment times or request to speak to an available provider now (average response time of 22 minutes).
Can MDLIVE handle my emergency situations?
No. MDLIVE is designed to handle non-emergency medical issues. You should NOT use telehealth if you are experiencing a medical emergency. If you have a medical emergency, you should dial 911 immediately.
Can MDLIVE be accessed on mobile devices?
Yes, MDLIVE can be accessed on most mobile devices with an Internet connection.
How it Works
How do I sign up for MDLIVE?
Accessing MDLIVE is easy. All you need is a computer with an Internet connection or a telephone:
- Click here to Sign up Online
- Sign up by Phone: Just call 1-800-335-4836
Where is MDLIVE available?
With very few exceptions, MDLIVE is accessible from virtually anywhere that has an Internet connection or U.S.-based phone number that can receive calls back.
Can I use MDLIVE when I am traveling – even internationally?
Yes. In fact, one of the great benefits of having an MDLIVE member plan is availability of care when you are traveling and cannot get to your primary care physician. MDLIVE ensures you will automatically speak with a provider, licensed in your home state. Because by law, providers can only write prescriptions for the state in which they are licensed, if you are traveling out of state, and may need a prescription, you will want to select a provider that is licensed in the state you have traveled to. Additionally, you must have a U.S. address and a U.S.-based phone number for the provider to call back, at the time of consultation. Prescriptions are not available for international consultations.
When is MDLIVE available?
MDLIVE is available 24 hours a day, seven days a week 365 days a year. Use MDLIVE any time you have a non-emergency condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency department, urgent care center or retail clinic.
What is MDLIVE’s average response time?
The average response time for MDLIVE is currently 10 minutes. However, we work hard every day to make this an even quicker experience for our members.
Is there a minimum age requirement?
Yes. Members must be at least 18 years of age. Dependents can be minors, however a guardian must conduct the medical consultation on behalf of an underage dependent that has an account.
What languages are offered on MDLIVE?
At this time, only English and Spanish are available.
What do I need for MDLIVE videoconferencing?
To use video conferencing you need:
- Windows®7, Vista, or XP
- A Mac running OSX 10.6 (Snow Leopard) or superior.
- Highspeed internet connection
- A webcam with at least 1.3 megapixels
- Microphone (most webcams already have microphone built in)
After you set-up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.
MDLIVE Plans
How much does it cost to use MDLIVE?
Sign up is Free. You will only be charged when you choose to visit with a provider or therapist.
Click here to learn more about our current consultation prices.
The cost for an MDLIVE visit is the same whether connecting online or by phone, and regardless of the time or day, including holidays. Our providers are available to meet your healthcare needs at a price which is below most co-pays. Some employers may offer programs that allow their employees to take advantage of preferred pricing. Please contact your human resources department for more information.
Can I add family members to my plan?
Yes, you can add any family member to your existing MDLIVE membership.
Do all family members have to live in the same location?
No, family members can be added as long as they reside in the U.S.
How do I pay for MDLIVE?
You pay for your visit when you schedule an appointment. MDLIVE accepts major credit cards (Visa, MasterCard, American Express or Discover) and debit cards..
When can I start using my MDLIVE service?
Your MDLIVE service is active as soon after you register. You will need to activate your account and complete your health history before you can schedule a visit.
If someone has a pre-existing condition, can he/she still be a member?
Yes. MDLIVE is not insurance, so there are no exclusions, access denials and no additional fees because of preexisting conditions.
Using MDLIVE
When would I use MDLIVE instead of seeing my own #{put_provider_text}?
According to experts, 70% of visits to the #{put_provider_text}’s office or ER are considered unnecessary or preventable. While proper care may be necessary; the travel, time away from work, long waits and the cost of the visit can been avoided. You can choose to use MDLIVE for a more convenient and cost-effective alternative to the high cost of a visit to a #{put_provider_text}’s office, urgent care facility or the ER. MDLIVE can reduce healthcare costs, maximize physician access, and offer convenience without sacrificing quality of care.
When to use MDLIVE?
- If you're considering the ER or urgent care center for a non-emergency medical issue
- Your primary care physician is not available
- Request prescriptions or get refills
- Traveling and in need of medical care
- During or after normal business hours, nights, weekends and even holidays
Examples of what can be treated?
General Health
|
Pediatric Care |
Mental Health |
Behavioral Health |
- Acne
- Allergies
- Constipation
- Cough
- Diarrhea
- Ear Problems
- Fever
- Flu
- Headache
- Insect Bites
- Nausea
- Pink Eye
- Rash
- Respiratory Problems
- Sore Throats
- Urinary problems/UTI
- Vaginitis
- Vomiting
|
- Cold or Flu
- Constipation
- Ear Infection
- Nausea
- Pink Eye
- Vomiting
|
- Anxiety & Depression
- Child Behavior
- Eating Disorders
- Marital Issues
- Sleep Disorders
- Smoking Addiction
- Substance Abuse
|
- Addictions
- Bipolar Disorders
- Child and Adolescent Issues
- Depression
- Eating Disorders
- Gay/Lesbian/Bisexual/Transgender Issues
- Grief and Loss
- Life Changes
- Men's Issues
- Panic Disorders
- Parenting Issues
- Postpartum Depression
- Relationship and Marriage Issues
- Stress
- Trauma and PTSD
- Women's Issues
|
How long is each consult?
Standard medical consultations take approximately ten to fifteen minutes and most visits are completed within this time frame. The physician has the option to extend the visit at no additional charge. Therapy sessions are one hour long.
MDLIVE Providers
Who are the MDLIVE providers?
All MDLIVE providers are U.S. Board Certified physicians and licensed therapists, able to treat a wide range of patients and conditions.
For complete details, please visit the
Our Providers section of the site.
Are MDLIVE providers and therapists part of a call center?
No. MDLIVE providers are licensed professionals and among the finest practitioners in the healthcare field. As a benefit to our customers, MDLIVE does operate a call center (Health Services Resource Center) to provide the finest member services and outstanding customer support. We’re there when you need us.
Do I consult with a real provider or therapist located in the U.S.?
Yes. MDLIVE members consult with actual licensed therapists, U.S. Board Certified physicians, state-licensed family practitioners, pediatricians and emergency medicine providers who reside in the United States. When you request a consultation, MDLIVE will connect you with a provider licensed to practice in your state.
What are the physicians’ qualifications?
All MDLIVE physicians are Board Certified and licensed to practice medicine in your state. They are fully credentialed using NCQA and URAC guidelines and have passed background checks with primary verification using the National Practitioner Databank and the American Medical Association. MDLIVE physicians follow national standards of medical practice.
About Board Certification: While medical licensure sets the minimum competency requirements to diagnose and treat patients, Board Certification demonstrates a physician’s exceptional expertise in a particular specialty and/or subspecialty of medical practice.
About NCQA Credentials: The National Committee for Quality Assurance (NCQA) is a private, 501(c)(3) not-for-profit organization dedicated to improving healthcare quality. Since its founding in 1990, NCQA has been a central figure in driving improvement throughout the healthcare system, helping to elevate the issue of healthcare quality to the top of the national agenda.
Are MDLIVE providers evaluated?
Yes. Following each consultation, our members are surveyed and member satisfaction results documented. The results are analyzed and reviewed for quality and service trends as part of our continuous improvement process. Selected physician consultations are also reviewed by our internal medical board.
Will the provider review my medical history before performing a consult?
Yes. Like a standard office visit, you must complete a medical history intake prior to your visit.
How do I find the right provider for me?
- ONLINE - All of our providers are listed online. - First, you select the type of provider you’re looking for and then click Search. A selection of providers is displayed and you can choose to schedule an appointment or visit now. From the next screen, you describe the purpose for the appointment and choose whether you want online video (if available) or phone consultation.
- BY PHONE – You can call our Health Services Support Center and our courteous and knowledgeable representatives will talk you through each step of the process.
Can I be sure a provider will be available even during nonstandard business hours?
MDLIVE providers are available 24 hours a day, 7days a week, 365 days a year including holidays. MDLIVE’s software manages provider availability, in response to demand. There are times when a patient may have the choice of several providers, or only a few.
Do MDLIVE providers speak other languages besides English?
While some of the participating provider do speak other languages, MDLIVE is currently only available in English and Spanish.
If the provider recommends that I see a specialist or primary care physician, do I still pay for the visit?
Yes. Like seeing any #{put_provider_text}, if you are referred to another provider, the consultation fees still apply.
Am I charged if I miss a scheduled visit?
Appointments need to be canceled within 24 hours before
the time of your scheduled consultation for a refund.
Is MDLIVE the same as a nurse’s hot line?
No. MDLIVE is very different from a nurse hot line, since nurses do not have the educational background, training, or licensing to practice comprehensive medicine. They cannot make a medical diagnosis and they cannot prescribe medical treatment.
Why are some providers available “online” while others are available by “phone?”
Providers have the option to make themselves available online or by telephone (or both), which can vary depending on the time of day, day of the week, and computer access. If they are only available by phone, that will be the only way to connect with that provider at that particular time.
What is a secure email message?
Secure email messages are a way for MDLIVE providers to communicate with patients. An e-mail message is secure when it is encrypted before it is sent and is stored in a secure manner. Emails between you and MDLIVE providers can contain personal health information which means they need to be stored securely, in alliance with HIPAA regulations. MDLIVE stores your emails securely so you can access them at any time.
Can I talk to a provider located in a different state than I am located?
If a provider shows as “available” when you search, that means that provider is licensed within your state and you can consult with that provider. Because by U.S. regulation, providers can only treat patients in the state where they are licensed.
Prescriptions
What about prescriptions?
MDLIVE is integrated with SureScripts - RxHub for the delivery of electronic prescriptions to the pharmacy of your choice. With over 65,000 pharmacies to choose from, your prescriptions are sent instantly to the pharmacy of your choice as soon as your virtual consultation is over. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our physicians to sign and fax. The prescription is fully compliant and includes all required information.
Can a provider prescribe medication as part of an MDLIVE visit?
Yes. If the provider on MDLIVE believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to your preferred pharmacy.
Please note: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations.
Do MDLIVE VIP Members get discounts on prescriptions?
Yes. MDLIVE VIP members receive a prescription discount code printed on their membership cards that can be used at over 60,000 participating pharmacies nationwide. Your prescriptions are sent instantly to the pharmacy of your choice. Present your MDLIVE member discount code at a participating pharmacy and you will enjoy the benefit of an average discount of 15%-25% on brand name prescriptions and an average discount of 15%-60% on generic prescriptions.
What Pharmacies participate in the MDLive Prescription Discount Program?
Participating pharmacies include CVS®, Kroger®, Safeway®, Publix®, WalMart®, Costco®, K-Mart®, Winn Dixie®, Target®, Rite Aid®, Walgreens®, Savon® and many more.
What if my preferred pharmacy is not on your pharmacy list?
For ease of getting your prescription, we suggest that you select a pharmacy on our list. We can, however fax your prescription into your preferred pharmacy.
MDLIVE Prescription Policy
Physicians providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.
It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a physician does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care physicians or other specialists for extended care. MDLIVE physicians do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction).
For a current list of DEA controlled substances, visit http://www.deadiversion.usdoj.gov/schedules/.
What if I need tests or lab work?
Your physician might request tests to assist with your healthcare. Diagnostic tests help physicians detect diseases earlier, prescribe therapies, and monitor results. MDLIVE has a strategic alliance with leading laboratory companies to provide this service.
Insurance
Will insurance cover an MDLIVE visit?
MDLIVE is not insurance so the answer to this question varies, greatly. Be sure to check with your local provider and your insurance company or employer group prior to your consultation.
Services provided by MDLIVE are not submitted by MDLIVE or the provider to your health coverage plan, Medicare, or any state Medicaid program for reimbursement. When you use MDLIVE, you are responsible for all fees for services provided. Services provided by MDLIVE are not submitted to any private or public health insurance/health plan company for payment on your behalf. Payment for MDLIVE services does not cover pharmacy charges and you must pay for prescriptions (if any) separately.
Can I pay for my MDLIVE visit with an HSA, HRA, or FSA?
MDLIVE is a qualified expense for FSA, HSA and HRA accounts. You should consult with your employer or other advisor about possible HSA or FSA account reimbursement.
Security & Privacy
Is MDLIVE safe and private?
Confidentiality is a respected part of MDLIVE’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information. MDLIVE can share your information with your PCP in accordance with applicable state and federal laws.
What certifications are there to ensure my security?
MDLIVE stores information in state-of-the-art data centers that feature the most advanced security and robust Tier 1 network cloud technology on earth and have several certifications that ensure the highest levels of security, including, SAS-70 Type II Audit, Microsoft Gold Certified Partner, and United States General Services Administration (GSA) Schedule# GS35F0073U.
Will I have a record of my MDLIVE visit?
Yes, MDLIVE maintains a complete record of your online visit, which is available to you for review, at your convenience. You can also share your visit record with anyone you wish to, such as your primary care provider.
Do providers have access to my health information?
If you have provided your health history or other health information in the MDLIVE Vault, you can make this information available to the attending provider. Having access to health information is important to providers and helps them provide timely, informed care. When you allow your provider to view your health information, he or she can provide more informed medical advice tailored to your specific health needs.
Is my electronic health record kept private?
Health records are kept totally private and we employ robust encryption methods to protect your personal information. You determine who can see the information in your record.
Can I get a copy of my medical records?
Your medical record is always available to print or download from your MDLIVE Vault. Simply log into your account and select your past visits. We store the record as a PDF, so it's easy to keep or share with your primary care provider.
Your MDLIVE Account
I’ve created an account for myself, how do I add my family members?
Family members who are dependents can be added to your plans. It is easy and can be done online or on the phone.
How do I cancel service?
To cancel your MDLIVE account please call us at 1-800-335-4836.
Legal Disclaimers
May be restricted by law in some states.
Prescriptions are issued only when clinically appropriate. No controlled substances may be prescribed and the availability of other prescriptions may be restricted by law.
Disclaimers:
Our program does not replace the primary care physician. Informational consults are available but diagnostic consults are not available in Oklahoma.
It does not guarantee that a prescription will be written and operates subject to state regulations. It does not prescribe DEA controlled substances. Our physicians reserve the right to deny care for potential misuse of services.
Disclosures:
THIS PLAN IS NOT INSURANCE. THIS IS NOT A MEDICARE PRESCRIPTION DRUG PLAN. This plan does not meet the minimum creditable coverage requirements under M.G.L. c. 111M and 956 CMR 5.00. The plan provides discounts at certain health care providers for medical services. The range of discounts will vary depending on the type of provider and service. The plan does not make payments directly to the providers of medical services. Plan members are obligated to pay for all health care services but will receive a discount from those health care providers who have contracted with the discount medical plan organization. You may access a list of participating health care providers at this website. Upon request the plan will make available a written list of participating health care providers. You have the right to cancel within the first 30 days after receipt of membership materials and receive a full refund; less a nominal processing fee of $20. Discount Medical Plan Organization and administrator: MDLIVE Inc.; 13630 NW 8th St, Suite 205; Sunrise, FL 33325; 800-335-4836; support@MDLIVE.com. The program and its administrators have no liability for providing or guaranteeing service by providers or the quality of service rendered by providers. This program is not available in Montana and Vermont. *Medicare statement applies to MD residents when pharmacy discounts are part of program
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