Frequently Asked Questions

What is MDLIVE?

You can talk with a doctor from your home, office, or on the go. They are available 24 hours a day, 7 days a week. Our doctors can visit with you by secure video. They can help 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. This is for non-emergency medical issues. You should not use MDLIVE if you are having a medical emergency. In case of a medical emergency, you should call 911 right away.

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
• Urinary problems/UTI
• 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 to: https://mdlive.com
2. Call our toll free number: 1-855-938-5269
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 start your account. Once you have an account, you can look at the different doctors. You can see open times. Then you can set up a visit 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?

MDLIVE is available 24 hours a day, 7 days a week, even on holidays. Use MDLIVE anytime you have a non-emergency medical condition and can’t see your doctor. Or, use MDLIVE when you want an easy choice from the ER, urgent care center, or clinic.

Where is MDLIVE available?

MDLIVE is available anywhere in Pennsylvania**. Our providers will be shown to you based on the state you are in. We make sure that each provider is licensed to practice medicine in Pennsylvania.

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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 Apple App Store and Google Play.

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.

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.*

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.

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

To use video chat you need:

• High-speed 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 1-855-938-5269 any time.

Behavioral Health

What is teletherapy?

Teletherapy is a new way to get care. You can see a licensed therapist and have an online video therapy session/visit. It’s done on your schedule, from wherever you're located. Our teletherapy service follows all privacy and security laws. It is easy to use and requires no special hardware.

What are the common issues we treat?

• 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 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

Where can I talk to my therapist?

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.

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

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 percent of online participants completed the course depression-free, compared to only 42 percent of participants who saw a therapist in person.

Is teletherapy right for me?

Teletherapy is a great option if you’re: Seeking a convenient, effective and affordable way to get care 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

How much does it cost to use MDLIVE?

As an Keystone First VIP Choice plan member, there is no cost to you.

How do I connect with my therapist?

There are two ways to connect with a therapist. You can connect by phone or through secure video.

On 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 and specialties. You can also see a schedule 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 a therapist by video:

You will log on to MDLIVE at your scheduled appointment 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, our care coordinators are available to answer any questions 24/7/365 at 1-855-938-5269.

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 or call the crisis counselors at 1-800-273-TALK (8255). You'll be connected to a skilled, trained counselor at a crisis center in your area 24/7.

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/kfvipc/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/kfvipc/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.