Frequently Asked Questions

What is MDLIVE?

With MDLIVE, you can talk with a doctor from your home, office, or on the go. They are available 7 days a week. Our board-certified doctors can visit with you by phone or secure video. They can treat most non-emergency medical conditions. Our doctors can:

• Identify your symptoms
• Prescribe medication
• Send prescriptions to your pharmacy of choice.*

Is MDLIVE for every medical condition?

No. MDLIVE is for non-emergency medical issues. You should not use MDLIVE if you are having a medical emergency. In case of a medical life-threatening emergency, you should dial 911 right away. While MDLIVE is not intended to replace your primary care doctor for common or chronic conditions, a virtual doctor’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit.

What are the most common conditions you treat?

Our doctors are trained to treat common conditions. Some of the most common are:

• Acne
• Allergies
• Constipation
• Cough
• Diarrhea
• Ear problems
• Fever
• Flu
• Headache
• Insect bites
• Nausea
• Pink eye
• Rash
• Respiratory problems
• Sore throats
• Vaginitis
• Vomiting

How do I sign up for MDLIVE and start my MDLIVE account?

You can sign up and start your account by using one the following:

1. Go online and visit: https://mdlive.com/aetnamedicaidtx
2. Call our toll free number: 888-667-7652 (TTY:1-800-770-5531)
3. Download our mobile app, available on the Apple App Store and Google Play.

When can I start using my MDLIVE service?

You can start using MDLIVE right after you sign up and set up your account. Once you have an MDLIVE account, you can look at the different doctors. You can see open times. Then you can set a visit time with the doctor of your choice. Be sure to fill out your medical history to help your MDLIVE doctor for your visit.

When is MDLIVE available?

Aetna Better Health of Texas members have the option of conducting virtual visits with MDLIVE doctors from wherever you are by:

1. Phone 7 days a week, 365 days a year
2. Video chat 7am to 9pm daily
3. Scheduling an appointment

Visits with an MDLIVE psychiatrist or therapist are by appointment only.

Where is MDLIVE available?

MDLIVE is available anywhere in Texas**. We make sure that each provider is licensed to practice medicine in this state.

-

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.

Can MDLIVE be used on mobile devices?

Yes, MDLIVE can be used on most mobile devices with an Internet connection. Our MDLIVE Mobile App is available for download in the iTunes Store and the Google Play Store.

Who are the MDLIVE providers?

All MDLIVE providers are U.S. board certified. They are able to treat a wide range of conditions.

Following each visit, our members are given a survey about their provider and visit.

We review the results for quality assurance. We use them to improve our services. Some providers are also reviewed by our internal medical board.

Is MDLIVE safe and private?

Yes, MDLIVE is safe and private. MDLIVE is compliant with HIPAA (Health Insurance Portability and Accountability Act). We will only share your information with your selected provider and pharmacy.

Can a provider prescribe medication as part of an MDLIVE visit?

Yes, if the MDLIVE provider believes medication is needed, he or she can write a prescription. This will be sent directly to the pharmacy of your choice.*

What system requirements do I need for a MDLIVE video chat?

To use video chat you need:

• Windows7®, Vista, or XP
• A Mac running OSX 10.6 (Snow Leopard) or better.
• Highspeed Internet Connection
• A webcam with at least 1.3 megapixels
• Microphone

After you set up an account, you will be able to use a simple online test and check if you are ready for a video chat.

I have a question that isn’t listed here. Can you help me?

Don’t see your question? Just call us at 888-632-2738 (TTY:1-800-770-5531). We have highly trained health service specialists standing by to take your call, anytime 24/7/365.

Behavioral Health

What is teletherapy?

Teletherapy is a new way to get care. You can see a licensed therapist with an online video therapy session on your schedule, from wherever you're located. Our HIPAA compliant teletherapy service is easy to use and requires no special hardware.

What are the common issues we treat?

You’ll be connected to a skilled, trained counselor in your area 24 hours a day, 7 days a week.

• Child Behavior & Learning Issues
• Coping With Loss & Grief
• Financial Hardship
• Marital Problems
• Parenting Counseling & Advice
• Problems at Work
• Stresses & Challenges of Everyday Life

Who will be helping me?

MDLIVE gives you access to trustworthy professionals. You can view our network of licensed therapists. Read their profiles, check their credentials, and choose the therapist with whom you would like to speak.

Where can I talk to my therapist?

You can talk to your therapist when it’s best for you. It can be your lunch hour, evenings, weekends, or even while your kids are sleeping. With MDLIVE, you don’t need to rearrange your schedule or travel to an office to meet with a therapist.

Does teletherapy work just as well as face-to-face sessions?

Teletherapy works just as well as face-to-face sessions. 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.

Is teletherapy right for me?

Teletherapy is a great option if you’re seeking easy and helpful way to get care. When you’re traveling or too busy to make office visits, teletherapy makes getting care easy. Our therapists can help you identify problems in your life. They can offer practical solutions to those problems. And they can help you with problems 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.

Does it cost me to use MDLIVE?

Getting started is totally free. You do need to cancel your appointment at least 24 hours before your appointment time.

How do I connect with my therapist?

You can connect with a therapist through secure video.

On the MDLIVE home page, you can look for a therapist that is licensed in your state. You can filter therapist profiles by gender, language or specialty. In each of the therapists’ profiles you will find their credentials, specialties and available appointment times.

Once you choose your therapist, you can schedule the appointment time that works best for you. You will need to create a MDLIVE account and profile. You will then confirm your appointment time.

You will log on to MDLIVE at your scheduled time. The website will direct you to begin a secure video visit with your therapist. You may need to complete a one-time download of our secure video application.

If you have any issues setting up your account, we can answer any questions 24 hours a day, 7 days a week at 1-888-667-7652.

I am afraid that I am going to hurt myself or others. Can I talk to someone at MDLIVE?

If you have feelings that you may want to hurt yourself or someone else, please dial 911. You can also call our crisis center at 1-800-273-TALK (8255). You’ll be connected to a skilled, trained counselor in your area 24 hours a day, 7 days a week.

MDLIVE, INC. NOTICE AND DISCLAIMER:

MDLIVE is an Internet-based service allowing individuals to select and interact with independent healthcare and behavioral health professionals. MDLIVE does not provide healthcare or behavioral health services.. MDLIVE is not an insurance product or a prescription fulfillment warehouse. MDLIVE is not intended to replace a personal relationship with a medical or behavioral healthcare provider. No statement is intended to imply that any person should seek services or treatment or that MDLIVE should be used in place of treatment recommended by a healthcare professional. MDLIVE operates subject to state and federal regulation and all or some of its products or services may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs, drugs of concern and certain other drugs which may be harmful because of their potential for abuse. MDLIVE makes no representations, warranties, or guarantees about the efficacy, appropriateness or suitability of any products, procedures, prescriptions, treatments, services, advice, opinions, healthcare professionals or any other information contained on or available through MDLIVE.MDLIVE reserves the right in its sole discretion to deny access for potential misuse of services or any other misconduct. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without permission. For complete terms of use visit mdlive.com/aetnamedicaidtx/terms_of_use

Disclaimers

* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.

* MDLIVE physicians may not treat any children with urinary symptoms.

* Parents/guardian will be required to complete a different medical history disclosure form for children under the age of 36-months prior to making an appointment with an MDLIVE physician. Children under 36 months who present with fever must be referred to their pediatrician (medical home), child-friendly urgent care center or emergency department for clinical evaluation and care.

MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit mdlive.com/aetnamedicaidtx/terms_of_use

MDLIVE Prescription Policy

Doctors 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 doctor 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 doctors or other specialists for extended care. MDLIVE doctors 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.