Telehealth Frequently Asked Questions

Video visits – sometimes called telemedicine – allow you to receive health care and services from your provider who is in a different location.

Yes, your personal and health information is safe. Our current solution for video visits meets the same HIPAA requirements that are used for in-person visits.

Telehealth refers to the broad category of electronic telecommunications technologies, including things like smartphone apps, while telemedicine is specific to remote doctor-patient services.

Yes. New patients can have a video visit, however, not all conditions are clinically appropriate for treatment via a video visit.

Yes. But if your child’s age is 13 years or older, you will need to gain access to the child’s medical record as a parent/guardian. Even with access, some information for patients aged 13-17 is restricted for reasons of privacy. However, there are certain situations in which a parent/guardian of a patient aged 13-17 has full access. In all scenarios it is necessary to download both the MyChart app, as well as the Zoom app, for the video visit. Please contact your specific provider on how to obtain the needed access for your child.

The types of appointments that can be done via video include some new patient visits, follow-up visits, post-operation visits, visits to manage your medications, and ongoing health conditions and education.

Research has shown that video visits have similar diagnostic accuracy as face-to-face visits. This means that doctors can determine what is going on with you about as well as if they saw you in person. Video visits have also been shown in research to have similar treatment outcomes as well as a potential decrease in hospitalization.

Physicians across the Yale New Haven Health System have been relying on Telehealth services to stay connected with their patients. Video visits are billed for the same amount as an in-person visit and many insurance companies are currently accepting those claims. These wills will have the similar cost-share to you as an in-person visit. Be sure to check with your insurance company if you have any questions about how your Telehealth visit will be billed.

You can use a smartphone, tablet (iPhone, iPad or Android device), or PC/MAC or Laptop to connect to your provider. You will also need an active MyChart account and to download the MyChart app, as well as the Zoom app for the visit.

At Yale New Haven Health and Yale Medicine, patients need to have an active MyChart account and access to the MyChart App on their personal device to access the video visit.

MyChart is a patient portal through Epic, an electronic medical record platform that gives you access to your medical record. Through MyChart you can communicate with your provider, see test results, medications, request proxy access, complete questionnaires, request prescription refills, and perform other tasks to help manage and receive information about your health.

Reach out to your provider’s office and they can send you a text link to enroll in MyChart and download the app. Alternatively, you can visit the YNHHS/YM MyChart website and click on the “Sign Up Now” button. At the next screen select “Request Access Code” and complete the enrollment screens. We use a 3rd party called Experian to validate your identity as part of the process.

Yes. A provider can assess symptoms and make medical decisions via a video visit, including sending a prescription electronically to your pharmacy. However, there are certain classes of drugs that cannot be prescribed during a video visit.

Yes, interpreter services are available during a video visit, same as with an in-person appointment

You will receive a copy of your After Visit Summary (AVS) via MyChart. The AVS summarizes what happened during your visit and contains important follow-up instructions. You can also message your provider through MyChart.

Yes, a phone visit and/or in-person visit are always options, but speak to your clinician on what maybe clinically best to meet your needs.