And many more!
A consultation with an MDLIVE provider will be similar to the care you receive from your physician when you call him/her after hours for medical assistance.
MDLIVE is not intended to replace your primary care physician. For common or chronic conditions, a virtual consultation can sometimes replace a provider's office or emergency room visit. Communication with your primary care physician is important for continuity of care.
No. MDLIVE is designed to handle nonemergency medical issues. You should NOT use telehealth if you are experiencing a medical emergency. If you have a medical emergency, you should dial 911 immediately.
An example would be if the chief complaint and resulting diagnosis is of higher acuity, in which case treating through telehealth would be inappropriate. MDLIVE will also refuse treatment to minors who are not accompanied by a parent or legal guardian.
Employees and eligible dependents with Cigna coverage are eligible to use the program.
Covered employees and eligible dependents may access the program by:
You will be asked to create a user name and password. Once registered, you will receive an email confirmation. Each family member (employee/spouse or minor dependents) must create his/her own account.
With very few exceptions, MDLIVE is accessible from virtually anywhere that has an Internet connection, or U.S.-based phone number that can receive a callback.
If a provider shows as "available" when you search, that means that provider is licensed within your state and you can consult with that provider. Because, by law, providers can only write prescriptions for the state in which they are licensed, if you may need a prescription, you will want to select a provider that is licensed in the state you are currently in.
MDLIVE is available 24 hours a day,seven days a week, 365 days a year. Use MDLIVE any time you have a nonemergency condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost-effective alternative to an emergency room, urgent care center or retail convenience clinic.
Providers have the option to make themselves available online or by telephone (or both), which can vary depending on the time of day, day of the week and computer access. If they are only available by phone, that will be the only way to connect with that provider.
MDLIVE guarantees an appointment with a provider in an hour or less. Average speed of answer is 15 secondsto speak with a Health Services Specialist and 22 minutes to speak with a provider (on demand). It is important to note that the wait period is necessary for the provider to read your health information in advance of a consultation.
Standard consultations are approximately ten minutes. The provider can extend the visit at no additional charge to the patient.
Minor children can receive care through MDLIVE. You may select a pediatrician from the MDLIVE network to provide the care. A parent or legal guardian must participate in the consultation between the physician and a minor child.
While some of the participating providers do speak other languages, MDLIVE is currently only available in English and Spanish.
To use videoconferencing you need:
After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.
Yes, you can upload and share an image.
Secure email messages are a way for MDLIVE providers to communicate with patients. An email message is secure when it is encrypted before it is sent and is stored in a secure manner. Emails between you and MDLIVE providers can contain personal health information which means they need to be stored securely, in accordance with HIPAA regulations. MDLIVE stores your emails securely so you can access them at any time.
All MDLIVE providers are U.S. Board Certified physicians, able to treat a wide range of patients and conditions.
No. MDLIVE providers are licensed professionals and among the finest practitioners in the health care field.
Yes. MDLIVE customers consult with actual U.S. Board Certified physicians, state-licensed family practitioners, pediatricians and emergency medicine providers who reside in the United States. When you request a consultation, MDLIVE will connect you with a provider licensed to practice in your state.
All MDLIVE providers are Board Certified and licensed to practice medicine in your state. They are fully credentialed, on an annual basis, and have passed background checks using the National Practitioner Databank and the American Medical Association. MDLIVE providers follow national standards of medical practice.
Yes. You must provide your medical history to the provider before the visit.
MDLIVE providers are available 24 hours a day, seven days a week, 365 days a year including holidays. MDLIVE's software manages provider availability, in response to demand. There are times when a patient may have the choice of several providers, or only a few.
MDLIVE providers won't write notes for "leave or absence."
Yes, this can be done with your permission. The MDLIVE online website for employees and dependents (http://mdlive.com/mdliveforcigna) has a primary care physician tab that allows you to document your primary care provider who, with your permission, will receive a record of every telehealth visit you have with MDLIVE.
Yes. If the MDLIVE provider believes medication is warranted, he or she can write a prescription for nonnarcotic medications, which can be sent electronically to your preferred pharmacy. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription can be faxed. The prescription is fully compliant and includes all required information.
Please note: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations.
MDLIVE provider will prescribe antibiotics in accordance with sound medical practice. As such, prescriptions will adhere to recommended dosage when issued. The MDLIVE providers closely monitor prescription use through the patient's EMR, and will refer a patient to their PCP if prescriptions are not having the desired effect or if the provider believes in-person care is required.
IMPORTANT: MDLIVE providers will not prescribe substances controlled by the DEA, including narcotics, pain medications and mood stabilizer, for nontherapeutic use, and/or those which may be harmful (potential for abuse or addiction).
When you register for the MDLIVE program, you will have the opportunity to identify your preferred pharmacy.
Confidentiality is a respected part of MDLIVE’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information. MDLIVE can share your information with your PCP in accordance with applicable state and federal laws.
Yes, MDLIVE maintains a complete record of your online visit, which is available to you for review, at your convenience. You can also share your visit record with anyone you wish, such as your primary care provider.
If you have provided your health history or other health information in the MDLIVE Vault, you can make this information available to the attending provider. Having access to health information is important to providers and helps them provide timely, informed care. When you allow your MDLIVE provider to view your health information, he or she can provide more informed medical advice tailored to your specific health needs.
All information you enter is stored on MDLIVE's secure website.
Health records are kept totally private and we employ robust encryption methods to protect your personal information. You determine who can see the information in your record.
Your medical record is always available to print or download from your MDLIVE Vault. Simply log in to your account and select your past visits. We store the record as a PDF, so it's easy to keep.
Just like any other health care service, unless you voluntarily tell someone at your place of work, no one will know any details about your use of the service. Thisis a confidential health care service subject to health care privacy laws. Your employer will only receive aggregate (total number) information about the use and satisfaction ratings of the program. No personally identifiable information will be provided to your employer.
Yes. The claims will be processed by Cigna and you will receive an explanation of benefits(EOB), just as you do when other medical claims are processed.
The cost of the visit depends on your medical plan. Check your plan documents for information.
MDLIVE currently accepts debit cards, HSA, FSA as well as Visa, MasterCard, American Express and Discover.
For coinsurance plans, MDLIVE would take credit card information, reserve it until the explanation of payment (EOP) confirms customer liability, and then process the proper amount due.
MDLIVE is a qualified expense for HSA. HRA or FSA accounts. You should consult with your employer or other advisor about possible HSA or FSA account reimbursement.
The payment information is gathered at point of consultation, and kept on file.
When you go to your pharmacy of choice to pick up the prescription, you may use your health/prescription insurance card to help pay for the medication. You will be responsible for the deductible/coinsurance/copay based on the type of medication and your plan benefits.
Yes. Like seeing any provider, if you are referred to another provider, the consultation fees still apply
Appointments need to be canceled at least 12 hours before the time of your scheduled consultation to avoid being charged.
Teletherapy is a new way to get care. You can see a licensed therapist and have an online video therapy session/visit, on your schedule, from wherever you're located. Our HIPAA compliant teletherapy service is easy to use and requires no special hardware.
MDLIVE gives you access to only the most trustworthy professionals. Our therapists are all licensed and thoroughly screened. You can browse our network of therapists, read their profiles, check their credentials, and choose the therapist with whom you would like to speak.
You can talk to your therapist when it’s convenient for you - during your lunch hour, evenings and weekends, or while your kids are sleeping. With MDLIVE, you no longer need to rearrange your schedule or travel to an office to meet with a therapist.
Teletherapy works just as well, if not better, than face-to-face sessions; but don’t take our word for it! Numerous studies have shown that teletherapy is effective. In a 2013 study conducted by the University of Zurich, 57% of online participants completed the course depression free, compared to only 42% of participants who saw a therapist in person. You can read a copy of the full study here.
Teletherapy is a great option if you’re seeking a convenient, effective and affordable way to get care. When you’re traveling or if you’re just too busy to make regular office visits, teletherapy makes getting care easy. Our therapists can help you identify problems in your life, pursue practical solutions to those problems, and navigate any obstacles that come up along the way. We also have professionals that specialize in more specific issues, such as: stress, anxiety, depression, addiction, marriage counseling, LBGT issues, parenting, and more.
Getting started is totally free. If you're receiving MDLIVE as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. MDLIVE accepts most major credit and debit cards.
There are two ways to connect with a therapist - either by phone or through secure video.
Once you get to the MDLIVE home page, you can start looking for a therapist that is licensed in the state where you’re located. You can filter therapist profiles by gender, language or specialty. In each of the therapists’ profiles you will find their credentials, specialties, and schedules of available appointment times.
Once you choose the therapist with whom you would like to speak, you can schedule the appointment time that works best for you. If you haven’t created an MDLIVE account yet, you will be asked to create a profile. You will then confirm your payment and your appointment time.
If you are seeing your therapist by phone, your therapist will call you at your scheduled appointment time.
If you are seeing a therapist by video, you will log on to MDLIVE at your scheduled appointment time, and the website will direct you to begin a secure video visit with your therapist. You may be need to complete a one-time download of our secure video application.
If you have any issues setting up your account, our care coordinators are available to answer any questions 24/7/365 at (888) 726-3171.
If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at 1-800-273-TALK (8255), where you’ll be connected to a skilled, trained counselor at a crisis center in your area 24/7.
MDLIVE, INC. NOTICE AND DISCLAIMER:
This service and the MDLIVE website is provided exclusively by MDLIVE, and not by Cigna. MDLIVE providers are independent practitioners solely responsible for the treatment provided to their patients. They are not agents of Cigna.
* Please note: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations.
MDLIVE Prescription Policy
Providers providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines.
It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care Providers or other specialists for extended care. MDLIVE Providers do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit http://www.deadiversion.usdoj.gov/schedules/
** In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.