Frequently Asked Questions

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What is SJHH 24-7?

With SJHH 24-7, you can access a doctor from your home, office, or on the go- 24/7/365. A board certified doctor can visit with you either by phone or over secure video to help treat many non-emergency medical conditions. Doctors can diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.*

Is SJHH 24-7 appropriate for every medical condition?

No. SJHH 24-7 is designed to handle non-emergency medical issues. You should not use SJHH 24-7 if you are experiencing a medical emergency. In case of a medical life threatening emergency, dial 911 immediately. While SJHH 24-7 is not intended to replace your primary care doctor for common or chronic conditions, a virtual doctor’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit.

What are the most common conditions you treat?

Our doctors are trained to treat a wide range of conditions. Some of the most common are:

• 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

How do I sign up for SJHH 24-7 and activate my SJHH 24-7 account?

You can easily sign up and activate your account by using one the following methods:

1. Go online and visit: https://SJHH24-7.com
2. Call our toll free number: 1-888-995-4913
3. Download our Mobile App, available on the iTunes store and Google Play.

When can I start using my SJHH 24-7 service?

You can start using SJHH 24-7 immediately after you sign up and activate your account. Sign up and activation are totally free. If you are required to pay, you will only be asked for your credit card information after you visit with a doctor. Once you have an SJHH 24-7 account, you can browse doctor profiles, view available appointment times, and schedule an appointment with the doctor of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your SJHH 24-7 doctor for your appointment.

When is SJHH 24-7 available?

SJHH 24-7 is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use SJHH 24-7 anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.

Where is SJHH 24-7 available?

SJHH 24-7 is available anywhere in the United States**. Our network of Board Certified providers will be provided to you based on the state you are located. We make sure that each provider is fully licensed to practice medicine in your state.

How much does it cost to use SJHH 24-7?

Getting started is totally free. If you're receiving SJHH 24-7 as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. SJHH 24-7 accepts most major credit and debit cards.

Can SJHH 24-7 be accessed on mobile devices?

Yes, SJHH 24-7 can be accessed, via the MDLIVE app, on Android and iOs mobile devices with an Internet connection.

Who are the SJHH 24-7 providers?

All SJHH 24-7 providers are U.S. Board Certified in family medicine, internal medicine, emergency medicine, or pediatrics and able to treat a wide range of patients and conditions.

Following each consultation, our members are given a survey to evaluate their provider and appointment. The results are analyzed and reviewed for quality assurance and used as part of our continuous improvement process. Selected provider consultations are also reviewed by our internal medical board.

Can a provider prescribe medication as part of an SJHH 24-7 visit?

Yes, if the SJHH 24-7 provider 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 the pharmacy of your choice.* As soon as your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies of your choice. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our providers to sign and fax. All prescriptions are fully compliant and include all required information.

Is SJHH 24-7 safe and private?

Yes, SJHH 24-7 is safe and private. SJHH 24-7 is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected provider and pharmacy.

What system requirements do I need for SJHH 24-7 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)
• Android or iOS Mobile Device

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.

I have a question that isn’t listed here. Can you help me?

Call 24/7/365 at 1-888-995-4913 and a highly trained health service specialist standing by will take your call.

Disclaimers

* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.

* MDLIVE physicians may not treat any children with urinary symptoms.

* Parents/guardian will be required to complete a different medical history disclosure form for children under the age of 36-months prior to making an appointment with an MDLIVE physician. Children under 36 months who present with fever must be referred to their pediatrician (medical home), child-friendly urgent care center or emergency department for clinical evaluation and care.

MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit https://members.mdlive.com/sjhnorcal/terms_of_use

MDLIVE Prescription Policy

Providers 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 provider 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 providers or other specialists for extended care. MDLIVE providers 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/

** In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.