Frequently Asked Questions

What is MDLIVE?

With MDLIVE, you can access a doctor from your home or when you are traveling within the state of Arizona. You can visit with our Board Certified doctors about non-emergency medical conditions by using secure online video via your smartphone, tablet, or computer. Our doctors can diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.*

Is MDLIVE appropriate for every medical condition?

No. MDLIVE is designed to handle non-emergency medical issues. You should not use MDLIVE if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. 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
• Urinary problems/UTI
• Vaginitis
• Vomiting

How do I sign up for MDLIVE and activate 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: 1-888-918-1760
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 immediately after you sign up and activate your account. There are no costs to activate an account. Once you have an MDLIVE account, you can browse doctor profiles, view available appointment times, and schedule an appointment with the doctor of your choice. You can also fill out a medical history profile to help the MDLIVE doctor prepare for your appointment.

When is MDLIVE available?

Aetna Mercy Care Advantage 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

Where is MDLIVE available?

Active Mercy Care Advantage (MCA) members can use MDLIVE anywhere while in the state of Arizona**. MCA members must have an Arizona address and be located in the state of Arizona at the time of appointment to receive a video consultation. We make sure that each provider is fully licensed to practice medicine in Arizona.

How much does it cost to use MDLIVE?

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 accessed on mobile devices?

Yes, MDLIVE can be accessed 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 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.

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

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

Is MDLIVE safe and private?

Yes, MDLIVE is safe and private. MDLIVE 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 MDLIVE 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 (888) 918-1760. We have highly trained health service specialists standing by to take your call, 24/7/365.

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/mca/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/mca/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.