Frequently Asked Questions

Overview of Services

When should I use telemedicine?

Telemedicine can address common medical health issues.

Urgent Care: You can use our Urgent Care service line for non-emergency or low-acuity conditions that you would typically visit an urgent care, retail clinic or primary care provider for, such as the flu, a cold, allergies, strains and sprains.

See a full list of the urgent care issues we treat below.

What types of services are covered?

• Abrasions
• Acne
• Allergies
• Asthma
• Bacterial Vaginosis
• Birth Control
• Bites & Stings
• Body Aches
• Bronchitis
• Bruises
• Cough
• Dehydration
• Diarrhea
• *Earache
• Fever
• Flu
• Frostbite
• Gout
• Headaches
• Hives
• Itchy Eyes
• Lice
• Medication Refills
• Migraines
• Mild Lacerations
• Nasal Congestions
• Nausea
• Pink Eye
• Respiratory Infections
• Sexually Transmitted Diseases
• Sinus Infections
• Sinus Symptoms
• Skin Infections
• Sore Throat
• Sprains & Strains
• Travel Medications
• *Urinary Tract Infections
• Vomiting
• Yeast Infections

1 - MeMD providers cannot prescribe antibiotic treatment for ear infections.
2 - MeMD providers can only treat urinary tract infections in female patients.

How much does each session/visit cost?

Nothing. All of your visits are fully covered as part of your monthly subscription. There are no additional costs to you, your employer or your insurance.

Can I use the service to get a prescription?

Yes! Our medical and psychiatry providers can write prescriptions when necessary and in compliance with our prescription policy. Our providers can also temporarily refill your maintenance medications for up to 90 days within a six-month period. Please note that this service is not a replacement for your primary care physician or annual office checkup and we are not an online pharmacy.

Any prescriptions written by our providers will be electronically sent to a local pharmacy for purchase and pick-up. You may access and download a copy of your provider’s visit summary for your records within our secure portal.

Our providers do not prescribe narcotic pain relievers, or other drugs listed as controlled substances by the U.S. Drug Enforcement Agency or regulated under State law. Review the DEA Controlled Substances Schedule if you are interested in a particular prescription and are uncertain if it is listed as a controlled substance. Provider consultations treat the majority of common medical conditions; however, a small number of cases require an in-person visit for complete care.

Who is MeMD?

MeMD is a provider network that HealthPoint Plus has partnered with to provide you with access to world class medical professionals.

MeMD physicians are medically trained, U.S. board certified in their specialties, licensed and credentialed. They hold bachelor’s (B.A. or B.S) and Doctor of Medicine (M.D.) or Doctor of Osteopathic Medicine (D.O.) degrees.

Physician assistants are medically trained, NCCPA certified, licensed and credentialed. They hold bachelor’s (B.A. or B.S.) and Physician Assistant Studies (MPAS), Health Science (MHS) or Medical Science (MMSc) degrees.

Nurse practitioners are medically trained, ANCC or AANP certified in their specialties, licensed and credentialed. They hold Bachelor of Science in Nursing (BSN) and Master of Science in Nursing (MSN) degrees.

Will my insurance be billed for the service?

No. All of your visits are fully covered as part of your monthly subscription. There are no additional costs to you, your employer or your insurance.

Can I use the service as my primary care provider?

Unfortunately, no. We do want to support your care between office visits, though, such as when you are traveling or when you have a limited condition, such as an infection, flu or allergies that needs quick and convenient treatment.

If my condition can't be treated through the service - can I still discuss it with a provider?

If it is not an emergency condition, yes. Our providers are able to offer medical advice, counsel you about your condition, and help you work through your treatment options.

Can providers order lab tests?

Yes! If necessary, our medical and psychiatry providers can order lab tests for you. It is your responsibility to complete the lab tests in person and have the results sent back to us in a timely manner for the provider to review.

I have a sinus infection and a rash on my arm, can you help me with both of these with one visit?

Yes! Our board-certified medical providers are capable of treating multiple conditions per consultation. Please be advised that it is at the provider’s discretion if he/she feels comfortable treating both conditions, or if in-person care is more appropriate.

Access/Technical Requirements FAQs

What are the general requirements for using the service?

Urgent Care: Users must be at least 18 years old or have a parent/guardian present at time of visit.
A valid email address is required to create your account.

Users must have a high-speed Internet connection. The service works best with the following browsers: Chrome for computers, androids, and MacBooks; and Safari for iPhone/iPads

For video consultations, users must have a webcam or video-enabled mobile device.
JavaScript and Cookies should remain enabled.

Why do I need a webcam or video enabled mobile device?

In some states, a video connection is required by law. Even where it is not required, a video connection allows our board-certified medical/psychiatry providers and licensed therapists to deliver the best possible care. When a provider can see you, she/he can better assess your condition and monitor visual cues.

Please be advised that it’s at the provider’s discretion as to whether a video consultation is necessary.

A video connection can be made using your computer’s webcam, or through the camera on your phone.

If your provider feels comfortable treating your condition via a phone-only visit, you may submit pictures online through your account that can be uploaded to your medical chart for review. If you are unable to do this yourself, one of our Care Coordinators can help.

I live in New York, but I'm on vacation in Florida – where should I request my medical visit?

You should request a consultation where you are currently physically located. The service line you select does not have to correlate with your home or billing address, it depends on where you are located at the time you request a visit. If a provider decides a prescription is necessary, we can electronically submit an e-prescription to the pharmacy nearest you.

My 6-year-old daughter is sick – can she use my account for a visit?

You can use the service for your care for your children, but you will need to create a distinct profile for any children, dependents or spouses. This ensures each person has his/her own medical profile and medical history.

Prescription/Referral FAQs

What kind of medications are your providers able to prescribe?

When appropriate, our providers will electronically prescribe medications to treat your condition, which you can then pick up from your local pharmacy. Some common medications that our providers prescribe include:
• Amoxicillin
• Augmentin
• Azithromycin (Z-pack)
• Bactrim
• Ciprofloxacin
• Diflucan
• Erythromycin
• Flagyl
• Flexeril
• Flonase nasal spray
• Imitrex
• Macrobid
• Phenergan
• Prednisone
• Pyridium
• Tessalon Perles
• Zofran
Our providers will not prescribe or renew a prescription for controlled substances regulated by the U.S. Drug Enforcement Agency. Also, providers will not prescribe Tramadol, Carisoprodol, Fiorcet, Pseudoephedrine, and/or Armodafinil.

Patients, please be informed that this service is not a replacement for an office-based medical physical, nor is it an online pharmacy.

Will a provider be able to refill my prescriptions?

Our providers will discuss your health history and assess whether a refill is safe at the time of your visit or whether it’s prudent to see your primary care physician in person. The decision to provide a refill and the quantity is at the sole discretion of the provider. Our providers cannot start a regimen of maintenance medication. If continuing a regimen, they require proof of a recent prescription for all refills (e.g., photo of your most recent prescription bottle).

In general, providers cannot increase the initial dosage of a particular medication as suggested by your primary care physician. For your safety, our maximum refill policy is no more than a 90-day refill within a six-month period. Be sure to share any information you have about your health history and condition that may help facilitate your refill (such as recent lab tests or recent blood pressure readings).

Can your providers send prescriptions to Canadian, online, or mail-order pharmacies?

Our providers can electronically send prescriptions to verified pharmacies within the United States, including mail-order pharmacies. We are unable to send prescriptions to Canadian pharmacies.

Can providers prescribe oxygen tanks, wheelchairs or durable medical equipment (e.g. scooters, splints)?

Generally, we cannot prescribe these items because they require monitoring, follow-up and an in-person physical assessment.

Are you able to prescribe referral notes for physical or occupational therapy?

Our providers cannot write any type of referral. Referral notes for physical or occupational therapy require an in-person evaluation.

Can you prescribe birth control or another maintenance medication?

Generally, this depends on your history and the provider’s assessment of the risks and benefits to you. If you are currently taking this medication, a provider can discuss your health history and assess whether a refill is safe at this time, or whether it would be prudent to see a provider in person. Our maximum refill policy is 90 days within a six-month period.

Providers can start you on a new birth control regimen through our Men’s and Women’s health service line. Please review our prescription policy for Men’s and Women’s Health.

How often are patients redirected to in-person care?

Can your providers fill out medical forms?

Most forms require an in-person exam. Common examples include driver’s forms, sports physicals and handicap assessments. If you have a different kind of form, it may be possible for our providers to help you. Be sure to have as much documentation as possible to share with your provider. You can upload this information to your chart before you begin the consultation.

Medical Records

Can I get a copy of my medical records?

Yes! Simply log into the member portal to print or download your medical records. We store medical records as PDF documents, so they are easy to keep or share with your physician.

Can you send my medical record to a designated person, entity or company?

We are HIPAA compliant and have policies in place to prevent unauthorized disclosure of your protected health information. If you would like us to send or disclose your medical records on your behalf to another person or entity, we require written authorization and signed consent.

How is my information stored?

All data entered within our application is securely and privately stored. Your password and other important data are protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol—the same type of security used by banks.

Our servers are housed in world-class, highly secure data centers utilizing state-of-the art electronic surveillance and multi-factor access control systems. Data centers are staffed 24/7 by trained security guards, and access is authorized strictly on a privileged basis. Additionally, environmental security measures are in place to minimize disruptions to operation. Our data storage is spread across several geographic regions and availability zones, allowing us to stay operational during most failure situations, including natural disasters and power outages.

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