Frequently Asked Questions

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For more information or for any questions not listed, feel free to call Ascension MI, toll-free at 1-888-910-8620.
What is the relationship between Ascension Michigan On Demand care and MDLive?

MDLive works in partnership with Ascension care sites throughout Michigan to provide virtual health visits when your provider is not available.​

What is On Demand care?

With On Demand care, you can access a provider from your home, office, or on the go- 24/7/365. Our Board Certified providers can visit with you either by phone or secure video to help treat any non-emergency medical conditions. Our providers can diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.*

Is On Demand care appropriate for every medical condition?

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

How do I sign up for On Demand care?

You can easily sign up and activate your account by using one the following methods:

When can I start using the service?

You can start using On Demand care immediately after you sign up and activate your account. Sign up and activation are totally free. If you are required to pay, you will only be asked for credit card information when you choose to have a consult with a provider. Your credit card information will be charged after your visit is completed with a provider. Once you have an account, you can browse provider profiles, view available appointment times, and schedule an appointment with the provider of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your provider for your appointment.

When is On Demand care available?

On Demand care is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use On Demand care anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.

Where is On Demand care available?

On Demand care is available anywhere in the United States**. Our network of Board Certified providers will be provided to you based on the state you are located. We make sure that each provider is fully licensed to practice medicine in your state.

How much does On Demand care cost?

Getting started is totally free. If you're receiving services 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. We accept most major credit and debit cards.

Can this service be used on mobile devices?

Yes, this service can be accessed on most mobile devices with an Internet connection. Look for “MDLIVE Mobile App” in the iTunes Store and the Google Play Store.

Who are the On Demand care providers?

All of the providers are U.S. Board Certified and able to treat a wide range of patients and conditions. Following each consultation, our members are given a survey to evaluate their provider and appointment. The results are analyzed and reviewed for quality assurance and used as part of our continuous improvement process. Selected provider consultations are also reviewed by our internal medical board. We encourage any follow-up to be completed by your Ascension physician.

Can a provider prescribe medication as part of an On Demand visit?

Yes, if the provider believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies to choose from. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our providers to sign and fax. All prescriptions are fully compliant and include all required information.

Is this service safe and private?

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

What system requirements do I need for videoconferencing?

To use video conferencing you need:

  • Windows®7, Vista, or XP
  • A Mac running OSX 10.6 (Snow Leopard) or superior.
  • Highspeed internet connection
  • A webcam with at least 1.3 megapixels
  • Microphone (most webcams already have microphone built in)

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.

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

Don’t see your question? Don’t worry. Just call us at 1-888-910-8620. We have highly trained health service specialists standing by to take your call, 24/7/365.

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 https://members.mdlive.com/ascensionmi/terms_of_use

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. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.

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/

** MDLIVE Services are limited to only video consultations with the ability to prescribe in Idaho. In Arkansas, an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.

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