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Telehealth Frequently Asked Questions

What is a video visit?

Video visits—sometimes called telemedicine—allow you to receive health care and services from a provider who is in a different location.

Are video visits safe?

Yes, your personal and health information is safe. Our current solution for video visits meets the same HIPAA requirements that are used for in-person visits.

What is the difference between telehealth and telemedicine?

Telehealth refers to audio/visual communication at the same time. Telemedicine is any type of connection (including phone) or online communication between patients and providers.

I am a new patient; can I have a video visit?

Yes. New patients can have a video visit; however, not all conditions are clinically appropriate for treatment via a video visit.

Can my child have a video visit?

Yes. You will need to gain access to the child’s medical record as a parent/guardian. Even with access, some information for patients between the ages of 13 and 17 is restricted for privacy reasons. However, there may be certain situations in which a parent/guardian of a patient aged 13-17 may have full access. In all scenarios, it is necessary to use MyChart to have the video visit. Please contact your specific provider on how to obtain the needed access for your child.

What types of appointments can be done on video visits?

The types of appointments that can be done via video include some new patient visits, follow-up visits, post-operation visits, as well as visits to manage your medications and ongoing health conditions.

Are video visits as effective as in-person visits?

Research has shown that video visits have similar diagnostic accuracy as face-to-face visits. This means that doctors can determine what is going on with you about as well as if they saw you in person. Video visits have also been shown to have similar treatment outcomes, as well as a potential decrease in hospitalization.

How do I schedule a video visit appointment?

Call your doctor’s office to request a video visit.

What will happen during a video visit?

The day before your video visit, open the YNHH MyChart app and complete the eCheck-In process. You should also prepare any questions to ask your provider. On the day of your video visit, log into the MyChart app five minutes before your appointment time. Select your appointment and tap “Begin Visit.” Your provider will join the video visit shortly thereafter. In some cases, your first contact may be with a clinical assistant who will review basic medical information before transferring you to your provider.

Does insurance cover video visits?

During the COVID-19 outbreak, many insurance companies have adopted polices for coverage of video visits.

What technology do I need to have to do a video visit?

You can use a smartphone or tablet such as an iPhone, iPad, or Android device to connect to your provider. You will also need an active YNHH MyChart account and to download the MyChart app to your smartphone or tablet.

How do I set up video visits with my doctor?

At Yale New Haven Health and Yale Medicine, patients need to have an active MyChart account and access to the MyChart App on their personal device.

What is MyChart?

MyChart is a patient portal through Epic, an electronic medical record platform that gives you access to your medical record. Through MyChart you can communicate with your provider, see test results, medications, request proxy access, complete questionnaires, request prescription refills, and perform other tasks to help manage and receive information about your health.

Don’t have a MyChart Account?

Reach out to your provider’s office and they can send you a text link to enroll in MyChart and to download the app. Alternatively, you can visit the YNHH/YM MyChart website at and click on the “Sign Up Now” button. At the next screen, select “Request Access Code” and complete the enrollment screens. We use a 3rd party called Experian to validate your identity as part of the process.

Will I be able to get a new prescription?

Yes. A provider can assess symptoms and make medical decisions via a video visit, including sending a prescription electronically to your pharmacy. However, there are certain classes of drugs that cannot be prescribed during a video visit.

English is not my preferred language. Can I still do a video visit?

If your provider is unable to add an interpreter into the video visit, s/he can change your visit to a 3-way phone call.

How do I follow-up with the doctor after a video visit?

You will receive a copy of your After Visit Summary (AVS) via MyChart. The AVS summarizes what happened during your visit and contains important follow-up instructions. You can also message your provider through MyChart.

If I do not want to do a video visit can I schedule a phone or in-person visit?

Yes, a phone visit and/or in-person visit are always options; however, due to COVID-19 we are only offering in-person visits for patients who need to be seen urgently.