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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2. What devices and operating systems are supported?

At the moment we support the iPhone, iPad, iPod Touch, Android phones and Android tablets.

We support iOS6 and iOS7 as well as Android 4.01 and above.

3. What can I do if my connection isn’t good?

If you do not have a strong 4G/LTE cell signal, we recommend you switch to a strong WiFi signal. This will improve your connection and video quality.

4. Do I need to be on WiFi to use VideoMedicine?

You can use WiFi or a strong 4G/LTE or better cell signal to use VideoMedicine. Anything slower than a strong 4G connection will not allow the video function to work properly. We recommend you use a strong WiFi or LTE or better signal to get the highest quality video and audio connection. You can always choose the audio only option if your cell signal is weak and you do not have a Wifi connection.

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?

We apologize if our app isn’t working right for you. Please try these two steps, and if they don’t work then contact us. We are more than happy to help you!

  • Restart your phone – just like using a computer – restarting your phone can help when you are running into app issues.
  • Reinstall the app – sometimes apps do not download correctly the first time. Please delete the installed app and then try reinstalling the app.

7. How is my personal information kept safe?

VideoMedicine takes many steps to protect your PHI (Personal Health Information.) Data transmitted between mobile devices, the website, and servers is encrypted. The passwords that allow access to the App and website which may contain PHI is encrypted. The Server that PHI data may be stored on is protected with a firewall and has limited human access; with the limited human access being only with the intent to maintain the server, not access your PHI. In addition, servers require secure shell certificates for access. The servers have all ports closed (deny-all mode) except for a few which remain open and are approved and vital for VideoMedicine to operate, these are secured with authentication (login/password) and encryption (HTTPS/SSL traffic). These strong steps are taken to protect your PHI. We do our best to reasonably secure all PHI. However, in the event of a hacker attack, it is always possible, despite the best of safeguards, that your PHI may be exposed. You accept this small risk of PHI exposure in order to use VideoMedicine. You have the option to upload, or not to upload PHI data. No PHI is required to use VideoMedicine, and we offer an optional anonymous mode to further protect your identity. We do our best to monitor servers for any infiltration or attacks. Some attacks are easier to identify than others. DDos attacks, Brute-force attacks, are much easier to identify than if someone mimics a user and steals a username and password. You accept responsibility for securing your username and password. Should an attack on PHI data be realized, anyone who’s data has been compromised will be notified. Should our servers be compromised by any attack, power loss, or other destructive force, and PHI data is believed to be compromised, we will notify those compromised users as soon as possible.

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 does VideoMedicine select providers?

We have some of the world’s best providers on our network. Many of them have received a personal invitation to work with VideoMedicine. Our providers are licensed to practice medicine in the United States. We look at the practitioners’ past records, education, clinical experience, research, litigation, and reputation. We then verify each provider using a practitioner databases for cross check. Each provider is then interviewed to make sure they will be the right fit with VideoMedicine. We continually take feedback from our users to ensure they are providing top-notch service, advice, and care when speaking to the patient.

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

You may be able to get a prescription for appropriate medications in the following two circumstances:

  1. If you are an established patient in the online provider’s practice you can get a prescription in all 50 states.
    1. If you are an established patient in the online provider’s practice you can get a prescription in all 50 states.
    2. 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 January 2017, 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 Arkansas, Alaska and New Jersey. This list will change over time. We put forth reasonable effort to keep this list up to date.

Please know that even if one of these two criteria for prescribing medications is not met, you will likely still benefit from the provider’s expertise. The consultant can still list out a number of possibilities as well as useful treatment plans and give their opinion of them.
VideoMedicine does not permit providers using its service 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 discretion if the consumer is already a patient in your practice.

11. Is VideoMedicine good for emergency situations?

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

12. Does VideoMedicine record patient and provider conversations?

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

13. 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.

14. 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.

15. What is your User Agreement?

Click here for our Patient User Agreement

16. What is your Privacy Policy?

Click here for our Privacy Policy

17. 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.

18. 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.

19. 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.

20. 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.

21. 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.

22. 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.

23. 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.