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Frequently Asked Questions

What are video visits?

Video visits are a new way to see an Atrius Health provider for help with some common health problems. You will be able to describe your health problem, schedule an appointment, and connect with a provider over live video from your MyHealth account. You will be able to get care wherever is convenient for you—without having to come to the doctor’s office. Atrius Health is offering this service for free during a limited time in 2017 as part of a pilot program to improve access for our patients through telemedicine.

Which health problems can I get help with over video?

Video visits are best for help with simple health problems. Currently you can schedule a visit for help with cold symptoms, allergies, sinus problems, pink eye, urinary tract infection symptoms, diarrhea, constipation, nausea and vomiting, insomnia, and acne. Before your visit, you will be given a questionnaire to help you describe your problem and make sure your symptoms are a good fit for a video visit.

If the information you provide either before or during your visit seems to indicate a condition that is better treated in-person, we will help arrange an appropriate in-person visit to address your problem. Similarly, if at any time you feel you would be better served in the office, you are free to cancel your appointment and schedule an office visit.

Why are there only ten conditions that can be treated over video?

Not every health problem can be treated over video. We expect to use the experience of the pilot to expand the types of problems we can treat with video visits.

I'm concerned I may have a serious illness. Is a video visit right for me?

No—we recommend you call your doctor’s office to arrange for in-person care. If you think you may be having a medical emergency, you should go to the nearest Emergency Room or call 911.

I have a lot of medical problems. Is a video visit right for me?

No—we recommend you make an appointment to be seen in person at your doctor's office.

Will the video visit provider know my medical history?

Your video visit provider will have access to your Atrius Health medical record and will review your responses to the health questions you answered before your visit to understand the nature of your health problems.

Will the provider be able to examine me over video? What if I need a prescription or a lab test?

During your video visit the provider will be able to perform a limited exam over video, assess your health problem based on your description and what the provider is able to see, and make a treatment plan to help. This plan may or may not involve prescription medications, additional testing, or follow up care. If any prescription medication or additional testing is necessary for your care, your provider will be able to arrange them for you during the visit.

Can I schedule a video visit at night or on weekends?

At this time video visits will be available Monday through Friday 8 am through 5 pm on a limited basis. We hope to expand availability of this service in the future.

Will my Primary Care Provider know what happened during my video visit?

Because you will be seeing an Atrius Health provider during your video visit, your primary care provider will be able to review a written note about your visit as well as any treatment or testing that is recommended. The video and audio from your visit is not recorded and is not reviewable.

How do I communicate with the video provider after the visit is over?

You can send a message to the provider though the MyHealth portal. You can also call your regular doctor’s office and leave a message for the provider who conducted your video visit.

Can I do a video visit from home?

Yes! As long as you are in Massachusetts at the time of the visit, you can participate from anywhere that is convenient for you.

What do I need to make the video work? What do I do if I have a technical problem?

You will need a computer with a webcam, microphone and speakers; you can also use a smartphone or tablet with the MyChart app installed. You will also need a working internet connection. If you use cellular data to conduct your visit, you may incur data charges from your cellular provider which are your responsibility. Click here for more technical information and troubleshooting.

You can also contact the MyHealth Support team at or (617)-559-8057 (8:30am-5pm Monday-Friday) if you have any questions.

What happens if the video stops working during my visit?

At the beginning of the video visit you will be asked to provide a phone number at which you can be reached in the event the video or audio stops working. If this happens, the provider will call you at the number you provided to arrange the appropriate follow-up. Depending on the nature of your health problem, you may be asked to schedule an office appointment.

Will my video visit be private?

Protecting the privacy and security of your medical information is important to us. The video technology used to facilitate your video visit is HIPAA compliant, and has several features to protect your health and personal information. Video transmission is fully encrypted and transmitted through Atrius Health’s private, secure network. Your provider will conduct the video visit from a private room; you may also want to find a private location from where to have the video visit.

Is the video of my visit stored after the session is over?

The video and audio generated during your visit is not stored or accessible in any way after the visit is completed.

Will this visit be covered by my health insurance? Do I have a co-pay?

Because these visits are being offered as part of a pilot project, we are offering these visits free of charge during the pilot phase. You do not have to pay a copay and we will not bill your insurance for the video visit.

However, please note if you need lab testing, imaging or other follow-up care, you will be responsible for all fees and charges associated with those services if they are not covered by your health plan.