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. 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. VideoMedicine is HIPAA Compliant, powered by Accountable.

 
 
 
 
5. What if a provider does not answer my call at the time of my scheduled appointment?

If a healthcare provider must cancel an appointment for an unforeseen reason you will not be charged for the appointment. Your funds will be automatically returned to your VideoMedicine account. Providers are required to cancel the appointment with advanced notice. If you find that a provider was not available for your scheduled appointment, and did not notify you, please contact VideoMedicine at info@videomedicine.com or (800) 977-9651 immediately.

 
 
 
 
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! We will do our best to work with you and make sure an agreeable outcome is reached. VideoMedicine customer support can be reached at info@videomedicine.com or (800) 977-9651.

 
 
 
 
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

 
 
 
 
9. What is Quick Care?

Quick Care is a new service offering on-demand consultations with U.S. board-certified primary care physicians. Available 24 hours a day, Quick Care provides patients with the option to request and begin a consultation with a physician within a short 15-minute timeframe.

 
 
 
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 session rate. Patients can choose which provider they wish to connect to.
Those accessing VideoMedicine via a group partnership should enter their group key when prompted to ensure their group rate is applied.

 
 
 
 
2. Where do I enter my Group Key?

While signing up in the App, you will be prompted for your Group Key and Membership ID as one of the last steps of the registration process.
While signing up on the Website, you can enter your Group Key located in your profile.
If you are already a part of VideoMedicine, a Group Key was emailed to you that you can enter in to your profile.

Web Browser

  1. Go to VideoMedicine.com
  2. Click Patient Portal in the upper right hand corner
  3. Log into your account
  4. Select “My Group” on the side bar
  5. Enter your Group Key
  6. Click “Submit”

Mobile App

  1. Download VideoMedicine by searching the App Store (Apple) or Google Play Store (Android) for VideoMedicine (no spaces).
  2. Open the VideoMedicine app, log in if needed
  3. Tap the three horizontal lines in the upper left corner
  4. Tap the profile icon, next to your name
  5. Tap “Enter Group Key”
  6. Enter your Group Key in the text field
  7. Tap “Join”

 
 
 
 
3. How does the VideoMedicine payment system work?

Before a call can be made or an appointment scheduled with a provider, you must first add a balance to your patient account 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.

 
 
 
 
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 full amount of the appointment.

 
 
 
 
5. Can I get a refund?

To request your unspent account balance to be refunded to your credit card, click the “Refund Request” button after logging into the patient portal at www.videomedicine.com. Unspent account balance refunds must be requested within 120 days of original purchase. Refunds can take up to 10 business days depending on your financial institution.

 
 
 
 
6. What if I miss my appointment?

If you are a no-show for your appointment you will be charged the full amount of the consultation.

 
 
 
 
7. What payment methods are accepted?

VideoMedicine can accept payments via Credit/Debit from Visa and Mastercard.