Technical Questions

 
 
 
 
1. How do I get the VideoMedicine app?

You can download the iOS version of the app from iTunes
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You can download the Android version of the app from Google Play
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VideoMedicine can also be accessed on your computer from www.videomedicine.com using Google Chrome. If you attempt to make a VideoMedicine call from a computer on a browser other than Google Chrome, you will be prompted to download Google Chrome instead and your call will be prohibited.

 
 
 
 
2. What are the supported devices and signal strength requirements?

Compatible Devices:
• Android devices built in the last two (2) years.
• iPhone 5 and above.
• iPads built in the last three years. iPads with Retina displays are recommended for the best experience.
• Desktop or laptop computer with webcam capabilities (Google Chrome is the required browser).
• Note: Blackberry and Windows devices are not yet compatible with VideoMedicine.

For the best connection and appointment quality possible:
• Strong Internet landline or wireless signal.
• Cellular requires at least 2 bars of LTE, or 3-4 bars of 4g connection.
Note: Anything slower than a strong 4G connection will not allow the video function to work properly. In this situation, VideoMedicine will allow an audio-only call.

 
 
 
 
3. Does VideoMedicine require a particular web browser to work on a computer?

Yes – in order to access all of VideoMedicine’s features on a computer, you will need to sign in from the Google Chrome web browser. Google Chrome is the most secure, HIPAA-compliant web browser available and VideoMedicine was built primarily to Google Chrome’s safety specifications. If you attempt to make a VideoMedicine call from a computer on a browser other than Google Chrome, you will be prompted to download Google Chrome instead and your call will be prohibited.

 
 
 
 
4. How do I get Google Chrome?

The link to download Google Chrome can be found Here

 
 
 
 
5. How can I check what version of Android or iOS I am using?

iOS Instructions:

  1. Click on SETTINGS
  2. Select GENERAL
  3. Select ABOUT

The version of iOS your device is running will be displayed next to VERSION

Android Instructions:

  1. Click on SETTINGS
  2. Select ABOUT
  3. The version of Android your device is running will be displayed next to ANDROID VERSION

 
 
 
 
6. What if the app isn’t working?

If the VideoMedicine app is not working correctly on your cell phone or tablet, we suggest the following troubleshooting steps.
• Restart your device.
• Delete the installed app and then try reinstalling the latest version of the app.

 
 
 
 
7. How is my personal information kept safe?

VideoMedicine is HIPAA Compliant, powered by Accountable.

 
 
 
 
8. Can I video chat from the website?

Yes! Using Google Chrome, the VideoMedicine web-based platform can be utilized to connect patients to providers via video-chat.

 
 
 
 
9. How do I reset my password?

If you are using a mobile device, open the VideoMedicine app and click “FORGOT PASSWORD?”.

If you are using Google Chrome, you can go Here to reset your password.
 
 
 
 

General

1. When are prescriptions allowed? What can be prescribed?

VideoMedicine does not permit health providers or psychologists to prescribe narcotics, or other inappropriate drugs that have been designated as U.S. Controlled substances as a Schedule I, II, or III drug.
Schedule IV drugs may be prescribed, with caution, at your physician’s discretion.
Not permitted:

Schedule I substances are those that have the following findings:
1. The drug or other substance has a high potential for abuse.
2. The drug or other substance has no currently accepted medical use in treatment in the United States.
3. There is a lack of accepted safety for use of the drug or other substance under medical supervision.

Schedule II substances are those that have the following findings:
1. The drug or other substances have a high potential for abuse.
2. The drug or other substances have currently accepted medical use in treatment in the United States, or currently accepted medical use with severe restrictions.
3. Abuse of the drug or other substances may lead to severe psychological or physical dependence.

Schedule III substances are those that have the following findings:
1. The drug or other substance has a potential for abuse less than the drugs or other substances in schedules I and II.
2. The drug or other substance has a currently accepted medical use in treatment in the United States.
3. Abuse of the drug or other substance may lead to moderate or low physical dependence or high psychological dependence.

Schedule IV substances are those that have the following findings:
1. The drug or other substance has a low potential for abuse relative to the drugs or other substances in schedule III.
2. The drug or other substance has a currently accepted medical use in treatment in the United States.
3. Abuse of the drug or other substance may lead to limited physical dependence or psychological dependence relative to the drugs or other substances in schedule III.

VideoMedicine only permits health providers to give up to a 30 day supply with no refills.

 
 
 
 
2. Can I have a doctor prescribe me medicine while travelling?

Short answer –- Yes, you can. The VideoMedicine provider can call in a prescription to the nearest pharmacy.
Additional information: A provider can prescribe medication…
If you are an established patient in the online provider’s practice, you can get a prescription in all 50 states.
If you are not a patient in the online provider’s practice, but your primary residence is in one of the following states, and the provider is also licensed to practice medicine in that same state.
As of September 2015, the list of states where, upon information and belief, it is thought to be lawful to get a prescription through VideoMedicine includes all 50 States in the U.S except for Texas, Louisiana, Arkansas, Alaska, New Jersey, and Indiana. This list will change over time. We put forth reasonable effort to keep this list up to date.

3. Is VideoMedicine good for emergency situations?

No. Always dial an emergency provider or call 911 for emergency situations.

4. Does VideoMedicine record patient and provider conversations?

All conversations are strictly private. VideoMedicine does not record nor monitor any communication between patient and provider.

5. What if a provider doesn’t show up?

We have insisted that all our providers keep their appointments. If they must cancel for some unforeseen reason they are required to cancel the appointment with advanced notice. If you find that a provider has not shown up for the appointment, and did not notify you, please contact us and let us know.

6. What if I’m unhappy with my provider consultation?

If you are not satisfied with your VideoMedicine experience please contact us and let us know what we can do to improve your experience! We will do our best to work with you and make sure an agreeable outcome is reached.

7. What is your User Agreement?

Click here for our Patient User Agreement

8. What is your Privacy Policy?

Click here for our Privacy Policy

Payments and Billing

1. How much does it cost?

VideoMedicine is the world’s first mobile free-market telemedicine service. Each provider determines his or her rate per minute and/or per session. Patients can choose which provider they wish to connect to and which way they want to pay for the services- per minute or per session based on the provider’s set rates.

2. How does the VideoMedicine payment system work?

Before a call can be made or an appointment scheduled with a provider, you must first add money to your patient account balance by entering your credit card information. The cost for a call will be set aside from your balance after you schedule an appointment with a provider. After each call with a provider, your account balance will be adjusted. You can keep any remaining dollars in your account balance, or you can have any remaining account balance returned to your credit card within 120 days of the initial payment.

3. Do you accept medical insurance?

We are working to get medical insurance companies to help reimburse the VideoMedicine platform. If you have a Health Care Savings Account, you may be able to get reimbursed for your VideoMedicine appointment.

4. What if I want to cancel my appointment?

You can cancel your appointment more than 24-hours before your appointment start time without any charge. If you cancel your appointment within a 24-hour time frame, your account will be charged for 10-minutes at the providers rate per minute. This is out of respect for the provider’s time and to prevent last minute cancellations by patients.

5. Can I get a refund?

Any unspent account balance you want returned to your credit card can be processed quickly by visiting www.VideoMedicine.com, logging in, and clicking on the ‘Balance’ tab. The amount of unspent balance you enter will be returned to your credit card promptly. Refund requests, other than those requests asking to return your unspent account balance to your credit card, will be handled on a case-by-case basis. Please contact customer service by visiting our Contact Us page and they will be more than happy to speak with you.

6. What if I miss my appointment?

If you are a no-show for your appointment you will be charged for the full amount of the consultation. This is out of respect for the provider’s time.

7. Why is there a 10-minute minimum for scheduling an appointment?

All appointments need to request at least 10-minutes of the provider’s time. It is not practical to manage a schedule with appointment requests less than 10-minutes. In rare instances, the provider may, at his or her discretion, charge you for less than 10-minutes at the end of the appointment.