1. How do I get the VideoMedicine app?

You can download the iOS version of the app from iTunes

You can download the Android version of the app from Google Play

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. 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.

4. How does the patient know I am available to video / audio chat?

There are two ways to connect with a patient using VideoMedicine.
Set telemedicine office hours, which are times you create within our VideoMedicine app or website that lets patients know when you are available to schedule sessions.
Patients can also reach you immediately whenever you turn on your “Availability toggle.” When they log in, they can see whether you are currently available for a consultation. This toggle is set to “on” by default when you log in the VideoMedicine app. This means by default you are available to chat the moment you log in. You can click the toggle “off” and make yourself unavailable.
Please be careful! Make sure that if you have a scheduled appointment with a patient, and you happen to get two call requests at the same time, you accept the call with the patient who originally scheduled the appointment with you.
Of note, the patient must always initiate the call. The provider cannot call the patient.

5. Why is the video quality variable?

Our video quality can scale all the way from high-resolution to low-resolution depending on both the provider’s and patient’s WiFi or Cell signal bandwidth. If one user has a weak WiFi or cell signal, the video will automatically scale to adjust for this lower bandwidth while preserving the audio – the most important aspect of the call. We have a feature that sends high-resolution photos from either users phone so this will help make up for any video quality issues. High-resolution photos can be sent through video or audio calls. Overall quality will depend on the users’ WiFi or cell signal quality.

6. Is call data transmitted securely?

Yes. Data is encrypted and transmitted securely. We meet HIPAA security standards. This is to protect user information.

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

iOS Instructions:
Select ABOUT
The version of iOS your device is running will be displayed next to VERSION
Android Instructions:
Select ABOUT
The version of Android your device is running will be displayed next to ANDROID VERSION

8. Is there a term contract to sign?

There is no term contract. You can use VideoMedicine anytime you want. We only ask that you agree to our Provider User Agreement. These terms were created with your best interests in mind. They are designed to protect VideoMedicine as well as providers using the service.
Provider User Agreement

9. Can I prescribe medication using VideoMedicine?

You can prescribe medication using VideoMedicine. Depending on the state, you can use VideoMedicine to diagnose and treat patients without seeing them in person first. In many states the patient does not need to be a patient in your practice. For details, please see our User Agreement and visit the below link:

10. How about the Physical Exam?

Some physical exam findings can be done using telemedicine. You can ask a patient to press on their abdomen if you want to know if the patient is tender to touch in a particular quadrant. You can ask a patient to press on their sinuses if you suspect sinusitis. You can ask the patient to take a photo of a rash and send it to you using VideoMedicine. If you feel that the patient needs a physical exam beyond what telemedicine can provide, you should instruct the patient to see a provider for an in-person visit before prescribing medication or administering treatment.

11. What about liability?

We want our providers to not only enjoy using VideoMedicine, but also feel comfortable with our service. We make available two layers of protection for our providers: the User Agreement, and Liability Insurance.
First, we have a protective Patient User Agreement Page which patients must agree to prior to using VideoMedicine. This agreement states very clearly that patients use VideoMedicine at their own risk, as well as hold VideoMedicine and all providers harmless.
Second, VideoMedicine makes available to providers professional liability insurance against risks associated with their VideoMedicine-related professional activities. VideoMedicine pays the policy premiums; so you are not responsible for paying them.
Insurance policies are complex documents, and VideoMedicine cannot interpret them for you. Providers interested in learning about insurance coverage available through VideoMedicine may request a copy of the Certificate of Liability Insurance provided by the producer, HUB Healthcare Solutions, on behalf of Beazley Insurance Inc. This certificate contains more details of the insurance policy as well as contact information for HUB Healthcare Solutions. You can contact us for a copy of this certificate. As of July 2014, losses associated with telemedicine have been almost non-existent because of restrictions on prescribing controlled substances through telemedicine as well as the lack of procedures.

12. How can patients find me?

Patients can search for you directly by name, location, specialty, user rating, and cost.

13. I am getting two different calls at the same time, what do I do?

Please be careful! Make sure that if you have a scheduled appointment with a patient, and you happen to get two call requests at the same time, you accept the call with the patient who originally scheduled the appointment with you.

14. Does VideoMedicine record patient and provider conversations?

All conversations are strictly private. VideoMedicine does not monitor nor record conversations between users.

15. What are your User Agreements?

Click here for our Health Professional User Agreement
Click here for our Patient User Agreement

16. What is your Privacy Policy?

Click here for our Privacy Policy

17. What rate per minute should I charge?

VideoMedicine is a free market system. That means you can choose your own rate. Patient demand will vary depending on your rate and other factors. We have conducted market studies to help you decide, and suggest the following rates.
$1.50-$2.50/minute for newly minted providers
$2.50-$3.75/minute for most experienced providers
$3.00-$5.00+/minute for specialists in high demand or short supply
You can always make your rate $0/minute if you wish to provide free services.
What rate you choose is ultimately up to you! The patient pays using their credit card. In rare instances, the patient may be able to get insurance reimbursement for the charge. In the future we hope insurance companies will reimburse more telemedicine visits.

18. How are patients billed?

You will set your own Standard Rate for each educational or clinical session. Consumers or Patients will pay your fee times a multiplier of 1.333 to generate revenue sufficient for VideoMedicine’s 25% communications charge. This charge represents the fair market value in an arm’s-length transaction for comparable services provided elsewhere. This small communications charge helps pay for the provider liability insurance, server costs, programming costs, credit card fees, marketing, and profit margin.
For example, if you enter your rate per minute to be $3/minute, the patient will be charged $4/minute. $3 will go to the provider, $1 will go to VideoMedicines communications charge.
If the patient is running low on their account balance during the conversation, they will be prompted to increase their account balance in order to continue the conversation. The patient must have enough money in their account balance prior to requesting a scheduled appointment.

19. What happens at the end of the call? How are the minutes adjusted?

At the end of the call, a minute reconciliation screen will allow you to adjust the minutes you want to bill for the call. This will automatically adjust the amount deducted from the patient’s account balance. For example, on a 15 minutes call, 2 minutes may be spent on small talk; you can – at your discretion – adjust the call to bill for 13 minutes. We recommend communicating any billing adjustments you plan to make with the patient during the call.

20. How and when do I get paid?

Payment comes to VideoMedicine, Inc. from the credit card merchants. Once a month we will direct deposit any funds you have on your provider profile. It’s that simple! You are responsible for reporting and paying any taxes due on any money received from VideoMedicine, Inc.

21. What if the patient cancels the appointment?

Generally, if the patient cancels the appointment outside the 24-hour timeframe when the appointment was set to start, there is no charge to the patient. If the patient cancels the appointment within 24-hours of the appointment start time, the patient is charged for 10-minutes worth at your rate per minute. Exceptions may apply depending on circumstances.

22. What if I can’t make the appointment?

Keeping appointments is vital to both your reputation and ours. Please do your best. If for some reason you can’t, we ask that you cancel the appointment as soon as possible, by selecting the appointment and clicking cancel, so that the patient knows you are no longer available. We also ask that you make additional office hours so that the patient can reschedule with you.