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ThedaCare Virtual Health Services

Frequently Asked Questions

General Category What is ThedaCare virtual health? ThedaCare virtual health program has convenient online care options available to you to select from for the treatment of some of the more common medical conditions. We offer programs such as eVisit or scheduled video visit option for up to 26 common ailments and illnesses.

What is an eVisit? An eVisit is an electronic exchange between a patient and provider about a non-emergency health care concern. The patient answers a series of medical questions about their current symptoms in MyThedaCare eVisit option. A provider on our care team will review your responses and your medical record information to provide you with a treatment plan and a prescription if necessary.

What is a scheduled video visit? A video visit is a live, real-time interactive appointment with a ThedaCare provider. These visits are scheduled from 7am to 7pm Monday to Friday and from 8am to 5pm Saturday and Sunday. They may be scheduled up to 5 days in advance. You will use a streaming video exclusively through your MyThedaCare account using a mobile phone, tablet, or computer device to discuss your medical concerns.

Why would I use ThedaCare’s online care video visits or eVisits?

Be treated from the comfort of your own home. . Get the care you need even when you doctor’s office is closed. Skip the expensive emergency room costs when you are being treated for non-

emergency conditions. Eliminate the exposure to people with other illnesses in the clinic. Giving you choice to be treated when and where you want.

Who can use ThedaCare’s virtual health? In order to use the ThedaCare virtual health services you must be at least 18 years of age. If

you are under 18 years of age, then a parent or legal guardian may request a virtual health visit

on your behalf.

Are there any restrictions on using ThedaCare’s virtual health services? Eligibility to access the virtual health services, you must first confirm:

A. For video visits, you have an established an individual MyThedaCare online user account ("Account"), by providing certain information to establish it.

B. For eVisits eligibility you must be an existing patient of a ThedaCare physician, have been seen within the last two years or have a scheduled appointment within the next 60-days.

C. You are at least 18 years of age and possess the legal right and ability, on behalf of yourself or a minor child for whom you are a parent or legal guardian, to agree to these Terms of Use. Additional information is located under the Age Requirements section.

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D. You are communicating honestly with the provider to receive care. If you provide any

information that is untrue, inaccurate, not current or incomplete, or we reasonably believe that such account information may be untrue, inaccurate, not current or incomplete, we reserve the right to suspend or terminate your account and refuse any and all current or future use of the virtual health services.

E. You are physically located within the state of Wisconsin at time you are accessing and receiving the virtual health services. You do not need to be a Wisconsin resident to utilize our services.

What medical conditions does ThedaCare Virtual Health treat? ThedaCare virtual health service offers treatments for up to 26 different medical conditions depending on how you want to access the service. Our newest video visit option can treat more conditions as outlined in the list below. Please note that there may be an age restriction with a specific medical condition.

Medical Conditions Age Restrictions Video Visit

Available

EVisit Available

Acne Min 10 years old to 65 years old max X X

Athlete’s Foot Min 18 years old X X

Minor Burns & Rashes Min 18 years old X

Canker Sore Min 18 years old X X

Cold Sore Min 18 years old X X

Diaper Rash 6 months to 18 years old max X X

Erectile Dysfunction Min 40 years old X X

Excessive Sweating Min 18 years old to 65 years old max X X

GERD Min 18 years old X X

Infections (Minor) Min 18 years old X

Influenza Min 18 years old X X

Insomnia Min 18 years old X X

Lice Min 6 months old X X

Pink Eye Min 2 years old X X

Rash (may require a photo)

Min 18 years old X X

Ringworm Min 18 years old X X

Seasonal and Environmental Allergies

Min 2 years old X X

Shingles Min 18 years old X X

Stomach Flu Min 5 years old X X

Stye Min 18 years old X X

Swimmers Ear Min 18 years old X X

Tick Bite Min 18 years old X X

Travel Medicine Min 18 years old X X

Upper Respiratory / Sinus Illness

Min 18 years old X X

Urinary Tract Infection (UTI) for Females

Min 18 years old X X

Vaginal Yeast Infection Min 9 years old to 75 years old max x X

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Can I be treated for more than one condition during my virtual visit?

Select from the primary condition you want to receive treatment for. If you are experience

multiple symptoms you can either schedule a separate video visit to address your concerns

individually or be seen in-person in one of ThedaCare’s primary care locations.

When not to use a virtual health visit ThedaCare’s virtual health services are not appropriate to address emergency or life-threatening medical conditions and should not be used in such circumstances. If you have suffered a serious injury, or have symptoms of a serious condition such as chest pain, difficulty breathing, severe abdominal pain, or have a possible emergency, you should go immediately to the nearest emergency care location or call 911. In addition, ThedaCare’s virtual health service may direct you to an emergency room or other appropriate facilities at any time during your visit. eVisit or video visits should be used only to request care or advice for non-urgent conditions. If you feel you need a physical examination, lab work, x-ray or other procedure you should see a

provider in-person and can contact our central scheduling department to schedule at 920-830-

6877 or 800-236-2236.

What if I have special language or accommodation needs? When you are completing your initial scheduling of a video visit you will be asked if you need language assistance. If needed our care team will bring in a mobile translation service tool (MARTTI) to assist during your video visit. Please note that if you do need language assistance your visit will likely be longer than the 20 minutes schedule so please plan accordingly.

MyThedaCare Account Creation How do I create a new MyThedaCare account? You can create a new MyThedaCare account in person during your next visit or online at any time through the MyThedaCare application by selecting "Sign Up Now".

There are 2 ways you can activate your MyThedaCare account:

#1. Access Code Entry: If you have received a 15-digit activation code for MyThedaCare, then go the Activate MyThedaCare account webpage and provide:

The 15-digit activation code found in: Your MyThedaCare activation letter given to you by staff during your visit; or in your After Visit Summary (AVS) report given to you during check-out of your clinic visit; or in your Billing Statement.

Date of Birth

Your last four-digits of your Social Security Number (SSN) to validate it is you registering an account.

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#2. Credit Verification: Select "Sign-Up Now" on the MyThedaCare website or in the MyThedaCare App's menu. When asked if you have an access code, select “No”. You will then be asked to use your credit to verify your identity and create an account. This process is secure, and your credit card will not be charged, and the card information will not be saved. We use credit card only for your identity verification.

What if I am having trouble with the MyThedaCare activation process? For problems activating your account, please message our ThedaCare Virtual Health Support line or you may call them at 920-729-2400. Can I submit a virtual health visit for someone else? Your eVisit or video visit information will be sent directly to the individual MyThedaCare medical record. It is important to ensure that each person’s medical record contains the correct information now and in the future, you must submit and be logged into the correct account based on the patient that will be treated. You can only perform an eVisit or a Video Visit on behalf of a minor child that you have been granted MyThedaCare account proxy access to, in those incidents you can submit an eVisit regarding that person from his or her own medical account. To do this, connect to the other person's account by clicking the button with his or her name in the Accounts bar at the top of the screen, and send the eVisit from within his/her account. Costs and Insurance Coverage How much does a virtual health visit cost? Depending on which virtual health option you select from ThedaCare, cost will vary and is

subject to adjustment at any time by ThedaCare, as listed below:

Video visits though MyThedaCare will be provided for $49.00 per visit.

eVisits through MyThedaCare will be provided for $35.00 per visit.

The fee does not include the costs of other necessary services such as laboratory test, x-rays or

prescriptions which may be result in additional charges.

When is payment due?

eVisit: You will be asked to provide credit card information at the start of your eVisit so your card can be authorized. Once authorized, a $35 hold will be placed against your credit card. The $35 fee will not actually be charged to your credit card until the eVisit has been completed.

Video visit: You will be asked to provide credit card information prior to starting you scheduled video visit. When you complete the check-in process we will charge your credit card / bank the $49 for your video visit.

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What form of payment do you accept? We accept Visa, MasterCard, Discover and American Express credit cards. You may also pay with your health savings account (HSA) card. It is also likely that your Medical Flexible Spending Account (FSA) program will cover the cost of an eVisit. Check with your FSA program to see if this is a covered expense. Is my virtual health visit covered by insurance? ThedaCare presently provides virtual health services solely on a “cash basis.” Insurance billing or processing is not offered at this time for care provided. Many insurers recognize the value of virtual health and may cover video visits similarly to an office visit. We encouraged you to confirm your individual health care coverage and what your financial out-of-pocket costs may be for your particular health plan. As such, ThedaCare cannot guarantee that you will be reimbursed if you submit your virtual health service receipt to your insurance company so you are solely responsible for the fees for this service. If I have Medicare can I use this service? Video visits and eVisits are not considered a covered service from Medicare and the costs for the program are not currently reimbursable. If you would like to continue to have an eVisit or Video Visit you will be fully financially responsible for the cost of the visit. Cancellations and Refunds

What happens if I need to cancel my virtual visit – will I be charged? Sometime things in life happen and you can’t keep you video visit appointment. In that event

we request that you cancel your scheduled visit as soon as possible, preferable with 2 hours

notice.at the latest so someone else can be seen by our clinicians. As long as you cancel 2

hours prior to your visit, we will not charge you for the visit and you will be issued a refund for

the money you paid in advance.

You may also cancel your eVisit any time before you submit it. If your eVisit is canceled you will not be charged. How do I cancel or reschedule my video visit? You can cancel your Video Visit by logging in to your MyThedaCare account and clicking on "Cancel" in your upcoming appointment details on line. You can also reschedule once you are in your account.

What if a video visit is not appropriate for my care needs? If the provider determines it would be better for you to be seen at a ThedaCare clinic, they will

notify you and your credit card will not be charged for the eVisit or video visit. They will suggest

alternative care locations best suited to handle your medical care needs (i.e. Walk-in Care,

FastCare, provider office). However, since your payment was initially processed prior to the

start of your video visit, we will initiate a refund for your visit upon that care delivery

determination.

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How long will it take to get my refund? Refunds for a virtual visit because of cancellations, or connection issues may take up to 7-10

business days for the authorization hold to be removed from your credit card or refund issued.

In the event you have an outstanding balance with ThedaCare for another health service

previously received, ThedaCare will not be issuing you a refund for your video visit but will apply

the $49 towards your balance owed. Should a refund trigger a credit above a $0 account

balance, then you will be issued a refund for the difference.

For any questions concerning a refund due or about our policy, please call ThedaCare Customer Service at 800-236-4102 or 920-830-5900 during the following hours:

Monday to Thursday 7:30 am to 7:00 pm

Friday 7:30 am to 4:00 pm

Hours Available and Treatment When is ThedaCare virtual health service available? Thedacare provides both eVisit and video visits treatments 7 days a week, 365 days a year for

patients between the following hours:

· 7 am to 7 pm Monday to Friday · 8 am to 5 pm Saturday and Sunday · Holidays hours may vary so please check with the service prior to use.

Video Visits at this time are a 20-minute scheduled appointment and availability maybe limited

to open times to meet with one of our clinicians.

For an eVisit you can complete the online visit at any time knowing that a response will be

provided the following day if outside of the normal service hours.

Who provides the diagnosis and treatment plans? For eVisits, once you have answered all the interview questions, a licensed, board-certified

ThedaCare provider (physician (MD), nurse practitioner (NP), or physician assistant (PA),

advance practice clinicians (APCs)) will review your symptoms, make a diagnosis, and develop

your treatment plan.

For Video Visits, one of our dedicated advance practice clinicians (APCs) who have worked in a

ThedaCare urgent care or primary care clinic will be hosting your medical consultation.

How soon can I expect to be treated?

ThedaCare is committed to provide an exceptional patient care experience and will respond to

your care needs in a timely manner.

· Video Visits will be offered on a scheduled basis with you selecting the appointment date and time that is most convenient with you.

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· We will respond to your eVisit within 1 hour from receipt of your submission by our care team if done before 6 pm Monday to Friday or by 4pm Saturday and Sunday. Any responses submitted after 6pm or 4pm respectively are responded to on the next business day. How long will my visit take? A video visit can take between 10 to 15 minutes to complete on average so we have allocated a 20 minute appointment block for you to speak with a ThedaCare clinician. eVisit medical questionnaires take approximately five minutes to complete. The total number of questions you answer will depend on your condition and current symptoms.

What is included in a treatment plan? Any clinical advice given by a ThedaCare provider to the patient. Clinical advice can include a prescription, recommendation for an over-the-counter medication, non-prescription treatment options, and/or referral to another provider for care. What if you can't provide an online diagnosis? ThedaCare does it’s best to treat you online, but not every condition can be treated via ThedaCare’s virtual health service. If your health concern cannot be addressed through one of our programs then you may be directed to a clinic for in person care. If it is determined you need to see a provider in person for the condition, the charge for either a video visit or eVisit will be refunded and follows our process previously noted. What if my condition gets worse? If a response is unclear or you do not receive a response, or your symptoms get worse, please call your clinic or seek care at a Walk-In Care or Emergency Room accordingly.

How to Get Started

How can I complete an eVisit?

If you would like to complete an eVisits, please follow the steps below.

1. Sign in, or create a new MyThedaCare account 2. Click Begin an eVisit. 3. Select the condition best matching your symptoms. 4. Enter your contact and credit card information, at this point in the process your credit

care is not charged. 5. Agree to the End User agreement for the service. 6. Based on your current specific symptoms, you will be asked a series of questions

including treatments and medications you have tried. 7. Review your responses and change any answers as necessary. 8. Submit your completed medical questionnaire to ThedaCare. If you cancel prior to

clicking "submit," your credit card will not be charged. 9. Your clinician will review your conditions and determine if a treatment can be made. It is

at this point that the fee is applied to your credit card.

How will I be contacted for my eVisit? You will receive your treatment response for an eVisit in your MyThedaCare account.

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How can I schedule a video visit?

You can make an appointment through ThedaCare’s MyThedaCare website or the MyChart mobile app. Once logged in, select "Appointments" > "Make Appointment", and follow the instructions to complete scheduling your video visit.

Preparing for Your video visit What do I need to do before a video visit? In preparation for you video visit we recommend that you take the following steps to ensure that your care team can provide you with the best care and experience possible:

Be sure to:

1. Test your hardware: Log in to your MyThedaCare account on the device you plan to use for your video visit. Once logged in, click on "Appointments", then select your video visit from the list of Upcoming Appointments. Finally, click on the "Test Video" button to make sure everything is set up. (Note: Please make sure you have the most updated version of the app.)

2. Log in early: Five minutes before your Video Visit, log in to the ThedaCare MyThedaCare app or website with your MyThedaCare account. Once logged in, click on "Appointments", click on your video visit from the list of Upcoming Appointments, then click on "Start Video Visit", and wait for your care team member to join.

3. Make sure you are located in Wisconsin.

4. Be sure to have a picture ID on hand for your Video Visit as your provider may ask to see it to validate your identify.

What is the Test Video/Test Hardware button? Once you scheduled your Video Visit appointment, you will be able to test your setup (e.g., webcam and microphone) to ensure that everything is working properly. Please make sure to test your hardware on the same device that you plan to use for your video visit. What do I do if I'm having technical problems before and during my visit? If you are having difficulties launching your video or experiencing any other technical problems,

please call our Help Desk at 920-729-2400. To ensure the best video visit experience possible,

we recommend that you test your hardware well in advance of your appointment so that any

potential issues can be worked out ahead of time. If the technical issue persists at or during the

scheduled appointment time, our care team member will call you to see if we can continue the

Video Visit or discuss the need to reschedule it at a later date.

How do I know when to connect for my video visit? Fifteen minutes (15) before your scheduled appointment time, you will see a "Begin Visit" or a "Start Video Visit" button in MyThedaCare account. Simply tap or click on the button to join your video visit. Once your care team member joins, your video visit will begin.

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Prescriptions Can I get a prescription using your virtual health services? ThedaCare providers are licensed and able to prescribe certain medications as part of your care plan, if clinically appropriate. We do not provide prescriptions for pain medications or narcotics when using ThedaCare’s virtual health services. ThedaCare is not an online pharmacy and we cannot fill prescriptions. If a prescription medication is part of your treatment plan, we will send it to the pharmacy of your choice. You will be responsible for the cost of any prescriptions, over-the-counter treatments, or follow-up visits you may need related to prescriptions. Where can I get my prescription filled? We'll ask you to pick a pharmacy in Wisconsin where you want your prescription filled and our health care provider will send any prescriptions needed based on your treatment plan if needed to that pharmacy. Will my prescription be covered by my insurance policy? Most pharmacies will accept most insurance plans. However, it is best to verify that the pharmacy you select is within your covered network before we send forward your prescription. If needed, you can request a pharmacy change by calling ThedaCare Virtual Health Support Line at 920-729-2400.

What happens if I do not get a prescription? In some cases, a prescription medication may not be recommended for treatment. Our health care provider will evaluate your symptoms and medical history to determine the best treatment plan for your condition. You will still be charged for your virtual health visits regardless if a prescription is provided because you still received clinical care during the course of your visit from a provider. Technology Setup What devices can I use for a virtual health visit? You can access both of ThedaCare’s virtual health services (eVisits and video visits) from any web-enabled device – smartphone, tablet, laptop, or desktop. Just log into your MyThedaCare account found on Thedacare.org. You can also download the MyChart app for iOS or Android and get into your MyThedaCare account to being your virtual visit.

What web browsers do you support? ThedaCare requires you to use a modern browser to ensure your data is secure and your experience is awesome. You can use any of the following browsers for your visit: Internet Explorer 11 or newer, Chrome, or Firefox. If you don't have one of these browsers, you can download Chrome or Firefox for free.

Please note that Video visits are not currently compatible with Safari or Mac OS X High Sierra (version 10 13) or later.

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Can I do a video visit from my tablet? Yes, you can access our virtual health services at ThedaCare.org on you tablet device if you prefer to use that instead of your computer or smartphone.

If I do a video visit from my iPhone or Android phone, what do I need? All you need is a MyThedaCare account or download and use the free MyThedaCare app on your iPhone or your Android phone. Before your scheduled video visit, log in to your MyThedaCare account on the phone you plan to use for your visit. Once logged in, tap on "Appointments", then select your video visit from the list of Upcoming Appointments. Finally, tap on the "Test Video" button to make sure everything is set up. (Note: Please make sure you have the most updated version of the app.)

How to Download the app Once you've registered for MyThedaCare, you can download the Android or iPhone app for your phone or tablet to keep your MyThedaCare account at your fingertips.

Follow these easy steps:

Search Google Play™ or the App Store for Epic MyChart Select Epic MyChart Read and agree to the terms of use Select your state (Wisconsin) Scroll and select ThedaCare as your healthcare provider. Log in with your MyThedaCare username and password.

Where can I connect from? Connecting from a private location is highly recommend so that you can protect and feel comfortable in discussing your health care concerns with a member of our care team. You will also want to ensure that the location has a high speed internet connection so that we can provide an optimal video connection.

Common Support Assistance My video isn’t loading, now what? You’ll need to check two things. First, do you have your webcam all set up? If you’re using a mobile device or laptop, chances are you have an integrated camera built into the device. If you’re on a desktop computer, you may be using a separate webcam. Go to your device’s control panel or settings menu and look for your webcam under devices. Test it out to see if it’s working. You could also try opening another video chat app like Skype, Messenger or FaceTime to see if the webcam is working correctly. Our video visit also has an equipment test to test that a check to see if your webcam is working. Another possible issue is whether you allowed your web browser to access your webcam? If you’re using the web app (not the Android or iOS mobile app), your browser will show a pop-up when you first enter the virtual visit. The pop-up will ask you to allow the browser to access your webcam. Click yes to allow. If you don’t see that, try refreshing the page.

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What if I can’t hear the provider? First check to see if your devices speaker volume is turned up. You can always play some music or open up another video clip on YouTube to test your sound.

Why can’t my provider hear me?

Check your microphone, is it working? Like your webcam, you’re probably dealing with an integrated microphone if you’re on a mobile device or laptop. If you’re on your computer, you should have an external microphone plugged in. Go to your device panel or settings and make sure your microphone is set-up. You could also open a simple voice recorder app (most mobile devices or computers come with one, like Quicktime) and do a test recording.

If my video quality is bad what should I do? Low video quality is usually caused by a poor internet connection. We recommend that your streaming video internet connection be a minimum of 10mbps to do a video visit with our providers. To test your internet connection speed, visit speedtest.net and press start. If the test says your speed is under 10mbps and you’re using Wi-Fi, try using a wired internet connection or restarting your home’s router.

What happens if my video feed is disconnected during my video visit? If your video visit is disconnected, the health care provider you were speaking to will try to reconnect with you again to complete your visit. If you get disconnect, please try to relog into the visit to continue your care. My Records and Security Is my personal information safe? All the information you provide is encrypted and protected. ThedaCare’s Virtual Health Full End User Agreement gives more information on how we protect the personal information provided through our website.

ThedaCare does take all measures reasonably necessary to protect your personal information

from unauthorized access, alterations, or destruction to maintain data accuracy and ensure the

appropriate use of your personal information.

Any personal or restricted information provided during the virtual health service is encrypted

within the current guidance of HIPAA and NIST. Our virtual health services are secure,

confidential, and compliant with all medical privacy regulations. ThedaCare also follows

generally accepted industry standards to protect personal information submitted to us, both

during transmission and once we receive it. Please note that no method or transmission over

the Internet or method of electronic storage is 100% secure.

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Do I have access to records of my visit(s)? Yes. You can access your visit records at any time through your MyThedaCare account. A summary of your visit can be found in the "Past Appointments" section of MyThedaCare. Go to "Appointments", click "Past", and then click on the specific visit to view more details about the visit

You can also review and/or receive copies of ThedaCare medical records. Review requests

need to be scheduled in advance during regular business hours in the Health Information

Department and you may incur charges related to your request. You may authorize other

persons to review and/or receive copies of your health care records by submitting a written

request to ThedaCare in accordance with ThedaCare’s policies.

Will my primary care provider know I've done a virtual health visit? If you are a ThedaCare patient, your visit records will be saved as part of your medical record and will be available to those who participate in your care and treatment now and in the future.

If you want to share your records with a physician outside of ThedaCare, you can print or email your records or call (920) 729-3106 (medical records) to have us send a copy of your ThedaCare records to your provider.