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Frequently Asked Questions

For more information or for any questions not listed, feel free to call St. John's Health On-Demand Care, toll-free at (888) 422-9008
What is St. John’s Health On-Demand Care?

With St. John’s Health 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 St. John’s Health On-Demand Care appropriate for every medical condition?

No. St. John’s Health On-Demand Care is designed to handle non-emergency medical issues. You should not use St. John’s Health On-Demand Care if you are experiencing a medical emergency. In case of a medical life-threatening emergency, you should go to your closest ER or dial 911 immediately. While St. John’s Health 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.

What are the most common conditions you treat?

Our providers are trained to treat a wide range of 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 (adult female, 18+)
  • Vaginitis
  • Vomiting
  • ...and more
How do I sign up and activate my account?

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

  1. Go online and visit: https://members.mdlive.com/sjhstaff
  2. Call our toll free number: 1-888-422-9008
  3. Sign-up and activation are free
  4. Once you’re ready to utilize the On-Demand Care service you will be asked for your credit card information

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When is St. John’s Health On-Demand Care available?

This service is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use St. John’s Health On-Demand Care anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer not to travel.

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How much does it cost to use St. John’s Health On-Demand Care?

  1. Setting up your account is free
  2. Completing a visit costs $75 (St. John’s Health plan participants will receive a discounted visit cost)
  3. The visit cost will be displayed once you log into your account.
  4. Accepted forms of payment include:
  5. Credit Cards

Can St. John’s Health On-Demand Care be accessed on mobile devices?

Yes, St. John’s Health On-Demand Care can be accessed on most mobile devices with an Internet connection. Our St. John’s Health On-Demand Care Mobile App is available for download in the iTunes Store and the Google Play Store. Apple Store Google Play

Who are the St. John’s Health On-Demand Care providers?

All St. John’s Health On-Demand Care providers are fully licensed 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 a visit?

Yes, if the St. John’s Health On-Demand Care 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 as 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.

Is St. John’s Health On-Demand Care safe and private?

Yes, St. John’s Health On-Demand Care is safe and private. St. John’s Health On-Demand Care 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 to have a videoconferencing visit?

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.

St. John's Health On-Demand Care can also be accessed on most mobile browsers with an internet connection, for both Apple and Android mobile devices.

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) 422-9008. 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/sjhstaff/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/sjhstaff/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.