Telemedicine FAQs

What is telemedicine?

Telemedicine is a service offered by some health systems and physician practices which allows health care providers to use a video connection to evaluate, diagnose and treat patients remotely. Patients can connect with their doctors and providers for an online “office visit”, from the comfort of their home or current location.

What are the benefits of telemedicine?

There are many benefits of telemedicine. Patients have fast, convenient access to care without even leaving their homes. Health care providers can offer efficient, timely care to a wider geographic area and patient population.

Not all visits are appropriate for telemedicine. Patients should contact their provider directly to learn whether or not their health concern is suitable for telemedicine services.

How does it work?

Mercy Telemedicine is available through MyChart Mercy, an online patient portal for health information and management. (Secondary options may be available for specific circumstances.) Telemedicine appointments need to be scheduled ahead of time by contacting the doctor’s office.

Patients can take specific steps to prepare for their telemedicine visit. During the scheduled time, a patient can access the video visit via their MyChart Mercy account. The provider and patient will be able to see and talk with each other via the video connection.

How do I request a telemedicine appointment?

For a telemedicine appointment, please call your doctor’s office directly or schedule online via MyChart Mercy (existing patients) or Mercy's website (new patients). Please note: telemedicine options are not offered by all Mercy providers.

What doctors and providers at Mercy offer telemedicine?

Mercy is proud to offer telemedicine services across its provider network, including a wide-range of medical and surgical specialty areas.

Most primary care providers affiliated with Mercy Personal Physicians offer telemedicine options.

Additionally, some Mercy specialists offer telemedicine visits. You can learn whether or not your specialist is offering telemedicine services by calling their office directly.

How do I know if my health concern is appropriate for a telemedicine visit?

Your doctor will determine whether or not your particular health concern is appropriate for a telemedicine visit. Please call you doctor’s office directly to learn more.

Should telemedicine be used for emergencies?

If you are experiencing a medical emergency do not rely on telemedicine. Please call 911 and go to the nearest emergency room.

How do I prepare for a telemedicine visit?

Patients should have a MyChart Mercy account to utilize Mercy Telemedicine services. We recommend running a test prior to your visit to be sure everything works properly. See our detailed information to help you fully prepare for your telemedicine visit.

What if I am having trouble with technology while connecting to my telemedicine appointment?

If you experience connection problems while preparing for your visit, consult our information guide and troubleshooting information. If you still experience issues you can call your doctor’s office directly for support.

Does my insurance cover my telemedicine visit?

Insurance companies provide telemedicine visit coverage, which is comparable to coverage provided for in-office visits. There is no “extra” cost because of the visit being conducted via telemedicine technology.

How do you collect a co-pay if it is required?

If a co-pay is required for your telemedicine visit, it will be collected during the required e-check-in process, which occurs just before your telemedicine visit begins.

How is telemedicine used to prevent the spread of COVID-19?

Telemedicine is playing an integral role in preventing the spread of COVID-19. Telemedicine options allow patients to remain home so they do not risk an exposure to COVID-19 by going out into a public setting. It also helps us protect our health care workers by reducing their physical contact, while allowing them to provide critical services for patients.

Should I schedule a telemedicine visit if I think I have COVID-19?

Call your primary care provider’s office directly if you think you may have COVID-19. The staff will help you determine the appropriate next steps.