E-Visits: Frequently Asked Questions
1. What is an E-Visit?
An E-Visit is an electronic communication between an established TriHealth patient and a TriHealth provider about a non-emergency health concern, including:
- Back pain
- Diarrhea
- Headache
- Red eye/pink eye
- Urinary problems
- Cough
- Fatigue
- Heartburn
- Sinus problems
- Vaginal discharge/irritation
It is an alternative to a traditional office visit. All communication occurs in MyChart and in writing. There is no video/visual or verbal contact between you and the provider.
By logging into MyChart and answering a series of questions, you can receive care for common medical issues from the comfort of home or work or while on the go. A TriHealth provider will review your E-Visit answers, along with your medical record information, and recommend a treatment plan electronically.
If you have an urgent medical need, please call your primary care physician’s office or drive to a TriHealth Priority Care location. If you have a medical emergency, please call 911 immediately.
2. Why is TriHealth providing E-Visits?
TriHealth is committed to improving the health status of the people we serve by providing a full range of services. We believe that E-Visits offer you another convenient, affordable, secure way to receive medical care for non-emergency health concerns.
3. Why should I consider an E-Visit?
- Time: An E-Visit is a convenient option when you have a minor medical issue and can’t find time to see your TriHealth provider in person. We respond to E-Visits seven days a week.
- If you submit an E-Visit by noon ET any day of the week, you will receive a reply by 3 p.m. ET the same day.
- If you submit an E-Visit between noon ET and 4 p.m. ET any day of the week, you will receive a reply by 8 p.m. ET the same day.
- If you submit an E-Visit after 4 p.m. ET, you will receive a reply by 3 p.m. ET the following day.
- Location: E-Visits are electronic and do not require travel. Wherever you have access to the Internet and a web browser in the state of Ohio, you can have an E-Visit.
- Personalization: TriHealth providers can view your medical record before recommending treatment, which means that you receive personalized care based on your history and needs.
- Quality: E-Visits are addressed by the same high-quality TriHealth providers that you see in our physician practices.
4. Who is eligible for an E-Visit?
| Eligible for E-Visit | Not Eligible for E-Visit |
|---|---|
| Established TriHealth patients who have been seen by their TriHealth primary care provider within the last 12 months | Patients who have not been seen by a TriHealth primary care provider within the last 12 months |
| Patients 18 years of age and older | Patients younger than 18 years of age |
| Patients who have a MyChart account | Patients who do not have a MyChart account |
| Patients who live in Ohio and are located in Ohio when the E-Visit is submitted | Patients who live outside of Ohio and/or are currently located outside of Ohio |
| Patients who are not pregnant or breastfeeding | Patients who are pregnant or breastfeeding |
5. I’m an established patient, but I don’t have a MyChart account. How do I get a MyChart account?
You can request a MyChart activation code from any staff member at your primary care provider’s office.
6. Which symptoms or conditions are appropriate for an E-Visit?
The following 10 common medical conditions are appropriate for an E-Visit:
- Back pain
- Diarrhea
- Headache
- Red eye/pink eye
- Urinary problems
- Cough
- Fatigue
- Heartburn
- Sinus problems
- Vaginal discharge/irritation
If your symptom is not listed, please schedule an in-person office visit with your TriHealth provider.
If you have more than one of the above symptoms, you need to be seen by a provider in person.
7. How does an E-Visit work?
- Log into your MyChart account.
- Read and accept the Terms and Conditions of Use.
- Click on the “Messaging” tab.
- Click “E-Visit”.
- Enter billing information, contact information and credit card information.
- Confirm your credit card information.
- Select the reason for your E-Visit from the list of symptom choices.
- Select a provider.
- Select a pharmacy.
- Answer a series of questions, including treatments and medications you have tried, based on the symptom you selected.
- Preview your responses to ensure that the information is complete and accurate.
- Submit the questionnaire to TriHealth. If you cancel prior to clicking “Submit”, your credit card will not be charged.
- Receive a treatment plan from a TriHealth provider. If a prescription is appropriate, it will be sent directly to your specified pharmacy.
8. How long does an E-Visit take?
You should plan to spend 10-15 minutes completing your E-Visit. You cannot save a draft to continue later.
9. How do I change an answer after I’ve submitted my E-Visit form?
If you haven't received an E-Visit response yet, you can call your provider with the correct information to address your condition. If you have received a response already, please reply and let the provider know of the change or additional information that you would like him/her to know.
10. Can I submit an E-Visit for a family member?
No, you cannot submit an E-Visit for a family member from your MyChart account. To ensure patient safety and accurate medical records, please do not submit an E-Visit for another person’s medical issue—even if it is a spouse, parent, or other individual covered by the same insurance plan—from your MyChart account.
11. Can I submit an E-Visit for my child?
No, E-Visits are only offered to patients ages 18 years and older. Pediatric patients are not eligible for E-Visits.
12. Can I have an E-Visit with my specialist?
Currently, E-Visits are offered by our primary care providers only. Specialty offices are not participating in the E-Visit program.
13. Who will respond to my E-Visit?
A TriHealth provider (physician, physician assistant, or nurse practitioner) will review your medical record and questionnaire answers and provide a personalized treatment recommendation. These providers work in TriHealth’s primary care physician offices or TriHealth Priority Care locations.
14. How will I be contacted?
Typically, you will receive an E-Visit response through MyChart. In some cases, a provider might decide it is best to speak with you by phone. You will be asked to provide a phone number where we can reach you in the event we need to speak.
15. What is included in an E-Visit?
A provider will review your E-Visits answers and medical record and recommend treatment. The fee does not include the cost of other services such as prescription medications, laboratory tests or X-rays, if any are needed. Requests for refills, handicap placards, work/school notes and/or letters cannot be addressed during an E-Visit.
16. Can I get a prescription during an E-Visit?
The TriHealth provider you communicate with during your E-Visit will review your medical record and questionnaire answers and provide a personalized treatment recommendation. If the provider determines that a prescription is appropriate, he/she will prescribe medication; however, your physician will not prescribe controlled substances including narcotics during an E-Visit. Prescriptions for controlled substances require that you be examined and treated at your primary care physician’s office.
17. Can I use my smart phone (e.g., Apple iPhone, Samsung Galaxy) or tablet (e.g., Apple iPad, Google Nexus, Samsung Galaxy Note) for my E-Visit?
E-Visits require a web browser and Internet connectivity. You can use the web browser on your smart phone or tablet for an E-Visit, but at this time, you cannot use the MyChart app for an E-Visit.
18. Will the E-Visit become part of my medical record?
Yes, the E-Visit will become part of your permanent TriHealth medical record and will be available to those who participate in your care and treatment now and in the future.
19. Are my E-Visit and online medical record secure?
Yes, your E-Visit and online medical record are secure. TriHealth takes great care to ensure that your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs and passwords. Each person controls their password, and the account cannot be accessed without that password. In addition, our system uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your E-Visit session. Unlike conventional email, E-Visits occur while you are securely logged into MyChart.
20. When can I submit an E-Visit?
You can request an E-Visit online at any time, 24 hours a day, seven days a week.
21. When will I receive a response to my E-Visit?
Our providers answer E-Visits seven days a week.
| Submit Your E-Visit | Receive Reply By |
|---|---|
| By 12 p.m. ET any day | 3 p.m. ET the same day |
| Between 12 p.m. ET and 4 p.m. ET any day | 8 p.m. ET the same day |
| After 4 p.m. ET any day | 3 p.m. ET the next day |
E-Visits will not be answered on the following holidays: Labor Day, Thanksgiving, Christmas Eve, Christmas, New Year’s Eve, New Year’s Day, Easter, Memorial Day and Fourth of July.
22. What if I have questions after my E-Visit?
If you have questions about your care, please call your primary care office.
If you have questions about billing, please call Customer Service at 1 800 234 5143 or 513 569 6117.
23. I’m feeling worse. What should I do?
If at any time your symptoms worsen, please call your primary care provider’s office. If you have an urgent medical concern or medical emergency, please call 911 immediately.
24. How much does an E-Visit cost?
An E-Visit costs $35. You can pay for the E-Visit using a credit card or Health Savings Account (HSA). The fee will be preauthorized with the credit card/Health Savings Account (HSA) you provide. A Flexible Spending Account (FSA) card cannot be used.
If a TriHealth provider determines that your medical concerns require an in-person evaluation, you will not be charged for the E-Visit.
25. Does my insurance cover the cost of an E-Visit?
Most insurance plans, including Medicare, do not cover the cost of an E-Visit. For this reason, TriHealth does not file an insurance claim for your E-Visit. You are responsible for paying the $35 fee.
26. If the provider asks me to come in for an office visit, would I have to pay for the E-Visit?
No, if a TriHealth provider determines that your medical concerns require an in-person evaluation, you would not be charged for the E-Visit.
27. If I don’t agree with the provider’s advice or medical care, would I have to pay for the E-Visit?
Yes, you would have to pay for the E-Visit.
28. What is the benefit of an E-Visit versus calling my physician’s office?
An E-Visit allows you to receive a diagnosis and personalized treatment plan within the time frames specified above.
29. I’m having technical difficulties with an E-Visit. Who should I contact?
Please call your TriHealth primary care provider’s office, and the staff will assist you.