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 can I check which version of Android or iOS I am using?

iOS Instructions:
Click on SETTINGS
Select GENERAL
Select ABOUT
The version of iOS your device is running will be displayed next to VERSION

Android Instructions:
Click on SETTINGS
Select ABOUT

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

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

There are two ways to connect with patients using VideoMedicine.

1. Virtual “Office Hours” –VideoMedicine online scheduler makes it easy for you to add your availability for patients to schedule an appointment. You can update your availability by dates and times you are available to see patients. You can also set your office hours to be reoccurring by days of the week. Update your availability as frequently as needed.

2. Availability Toggle – Offer patient consultations on demand with the “Availability Toggle” option. When your availability toggle is green—patients can call you. You’re your availability toggle is red—you are offline and cannot be reached by patients.

*Important—Please make sure before you close your application on your mobile device or your web browser, you make your availably toggle offline/red if you are NOT wanting to receive calls from patients.

6. Can I contact a patient through VideoMedicine?

No – the patient must always initiate the call. If you need to contact one of your patients, you may send them a message through the messaging portal.

7. Is call data transmitted securely?

Yes. All user information is encrypted and transmitted securely according to HIPAA security standards.

8. 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:
www.VideoMedicine.com/about-prescriptions/

9. 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.

10. What does a Physical Exam entail with telemedicine?

Through the VideoMedicine messaging portal, patients can send you photos of anything you need to have a better look at while still in the secure video call. You should use the same standards of care required in an in-person visit with the patient, while asking questions to gain the vital information needed. If at any time you feel that telemedicine is not the right option for the patient to receive an appropriate diagnosis, please advise the patient that they need to see a physician in person and document in the VideoMedicine system’s EMR.

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 should I charge per session?

We would love to discuss this further with you individually. Please contact us at (800) 977-9651 or info@videomedicine.com.

18. How do I setup my session fees?

With VideoMedicine, providers have the ability to set up session rates for patients outside the group(s) they’re part of:

Process for setting up within the VideoMedicine app:
With VideoMedicine, providers have the ability to set up session rates for patients outside the group(s) they’re part of:
1) After logging into your account, click the Billing tab.
2) Click Edit Sessions to view your session rates and add new sessions .
3) Choose an existing session to edit or click + in the top right-hand corner to add a new session.
4) Edit the Title, Description, Your Fee and an Estimated Duration for the session, then click Save in the top right hand corner.

Review, edit and delete your sessions anytime by revisiting the Billing tab.

As an alternative, you can setup your session rates on the web-based VideoMedicine platform on www.videomedicine.com:
1) After logging into your account, click the Manage Billing tab from the menu.
2) See My Sessions to view your session rates and add new sessions.
3) Choose the pencil next to an existing session to edit or click + Add New Session to create a new session and rate.
4) Edit the Title, Description, Your Fee and an Estimated Duration for the session, then click Save.

Review, edit and delete your sessions anytime by revisiting the Manage Billing tab.

19. How do I document each call?

At the end of each call with a patient, the system will automatically prompt you to the EMR screen. There you will need to document the chief complaint, primary diagnosis, treatment and any additional notes. All records are kept on the patient and provider side. Please note, you will not be paid for an encounter until after the documentation in the EMR takes place.

20. How and when do I get paid?

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 Salus Telehealth, 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 the full amount of the visit. 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.