Frequently Asked Questions About Video Visits On Demand

The Henry Ford Video Visit On Demand service should NOT be used for emergencies. In the event of an emergency, call 911.

General Questions

Cost and Insurance

Equipment and Hardware

 


What is a Henry Ford video Visit On Demand?

It is a video visit allowing you to connect with a Henry Ford provider from your camera-enabled tablet, smart phone or computer through your Henry Ford MyChart portal.

What can I be treated for during a video visit?

Many health conditions can be safely diagnosed and treated online, including:

  • Allergies/hay fever
  • Asthma/COPD
  • Cold/cough/flu-like symptoms
  • Joint or back pain
  • Eye irritation/infection, including pink eye
  • Minor cuts and burns
  • Rash/skin irritations such as acne, cold sores, herpes or shingles
  • Stomach problems such as diarrhea, vomiting, heartburn
  • Urinary tract infection
  • Vaginal discharge such as a yeast/bacterial infection

If an online diagnosis is not right for you, we will direct you to the care you need.

What hours are doctors or other providers available?

Now available 24 hours a day, seven days a week.

How does a Video Visit On Demand work?

  • Request or log into your Henry Ford MyChart account.
  • Locate the Video Visit On Demand option in the Appointment tab or in the navigation menu and click the option.
  • Confirm your location and then choose the condition for which you would like to be seen. You will be provided an estimated wait time for a video visit and given the option to Test Hardware (if using a computer) before proceeding.
  • Click “put me in line” and enter additional information on why you would like to be seen. You will be required to click “put me in line” again.
  • When you complete the eCheck-In process in MyChart, you will have the option to “begin video visit.”

To further review these steps, watch this video: Henryford.com/videovisitinstructions.

How can I cancel a visit once I put myself in line?

If you need to cancel, simply click the Cancel button. You will be asked to choose a reason for the cancellation and will need to click the Confirm Cancellation button.

Do I need to provide photo identification to use this service?

Yes, you will need a valid form of photo identification. Acceptable forms of identification include:

  • The photo already loaded in MyChart
  • Driver's license
  • Military identification
  • Passport
  • State issued identification card

Will I receive notes or an after-visit summary about my visit?

Yes.

Will my diagnosis and information from this visit be shared with my primary care providers after the video visit?

Yes. Documentation of your video visit will be added to your electronic medical record and shared with your primary care provider (if they use the Henry Ford Health System Epic electronic medical record.)

Can my children be treated through video visits?

Yes, we can treat children 1 year of age and older. If your child is younger than 1, contact your pediatrician or go to an urgent care or emergency room. If your child is under 14 years old, you will have to add your child to your MyChart account using proxy access. Children 14 years or older must have their own Henry Ford MyChart account.

Can I get a prescription filled?

Yes, prescriptions are handled in the same manner as an in-person visit and are delivered electronically to the pharmacy of your choice.

What type of doctor will I see?

You will see a Henry Ford primary care provider; all providers are a licensed and board-certified physician.

Where can I do a Henry Ford video visit?

Henry Ford video visits are currently available to eligible patients who are physically be located within the State of Michigan at the time of care because our providers are licensed to practice within the State of Michigan. We can see patients who are residents of any state, but you will need to physically be in Michigan when you begin your video visit.

What is the difference between an e-visit and a video visit?

Video visits offer you the opportunity to speak with a provider in real time using a webcam or mobile device, while e-Visits involve completing an online questionnaire to receive a treatment plan. Both virtual health services are for non-emergent issues and vary in price.

How is a Henry Ford Video Visit On Demand different from other virtual services?

Many other virtual services require you to schedule an appointment. With Henry Ford Video Visit On Demand, no appointment is necessary. Your visit also will be added to your electronic medical record, so your primary care doctor may connect with you seamlessly if follow-up care is necessary.

What if I have a follow up question or concern?

Log in to your Henry Ford MyChart account and send your provider a secure inbox message.

What is the cost?

A majority of insurances cover the cost of a video visit, including Medicare and Medicaid.

If your insurance does not cost the cost, you will be billed for $49.

How do I pay for my visit?

A majority of insurances cover the cost of a video visit, including Medicare and Medicaid.

If your insurance does not cover the cost, you will be billed for $49.

Do I need health insurance to participate in a Video Visit On Demand?

No, if you don’t have insurance you will be billed for $49.

Can I use my HSA/FSA account?

Yes.

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

  • Active MyChart account
  • Mobile device with iOs 8.0+ (iPhone) or Android 4.0+ or computer/laptop with web camera
  • If using a mobile device, you’ll need to download the HFHS MyChart Mobile App.

What equipment do I need?

You will need a mobile device or computer with webcam, microphone and speakers to talk with the provider.

  • Windows PCs: To connect with a computer, you will need internet access and one of the following web browsers: Google Chrome or Microsoft Internet Explorer. You will be asked to download a web plugin (Vidyo) to support the video software. Microsoft Edge, Safari and Firefox do not work with the video visit software. Video Visits are currently not compatible with Mac PCs.
  • Mobile devices: For Apple iOS and Android devices, you will need the MyChart mobile app installed and configured for Henry Ford Health System. The app can be installed from Apple's App Store or the Google Play Store.

Can I use the MyChart web version for video visit?

Yes, you can use the web version of MyChart. Be sure you have a web camera connected to your desktop or laptop computer and test connectivity to ensure that you have the required web plugin (Vidyo).

Is my visit private and secure?

Yes, Henry Ford MyChart and all Henry Ford video visits are HIPAA compliant, encrypted for maintaining patient privacy. We also recommend that patients conduct their visits in a quiet and private place.

How do I get technical support?

Technical support is available by calling 800-436-7936 between 8 a.m. and 5 p.m., Monday through Friday.

What if I have technical difficulties when it’s time to begin my video visit?

If a technical problem prevents the video visit from being completed, or if your doctor determines that your problem cannot be addressed through video visit, the fee will be reimbursed.

Schedule Appointment Online

If this is an emergency, call 911 or go to your nearest emergency department.

For your safety, please select a MyChart video visit on demand or call our MyCare Advice Line at 844-262-1949 before scheduling if:

  • You currently have a temperature greater than 100.4 degrees Fahrenheit
  • In the past 21 days, you have been diagnosed with COVID-19
  • In the past 14 days, you have had contact with anyone diagnosed with COVID-19
  • You are experiencing a new loss of taste and/or sense of smell
  • If you have experienced two or more of the following symptoms in the last 3 days:
    • fever
    • chills
    • drenching sweats
    • new cough
    • shortness of breath
    • body aches
    • headache
    • sore throat
    • runny nose or nasal congestion
    • nausea/vomiting/diarrhea

Henry Ford Health System is committed to ensuring our Deaf or hard-of-hearing patients and visitors have equal access to all services. We provide the appropriate auxiliary aids and services, including qualified sign language interpreters, TTYs and other assistive listening devices, at no cost. To request assistance, call 313-916-1896 or email CommunicationAccess@hfhs.org.

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