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FAQ

What is a Connected Care visit?

A Cone Health Connected Care visit allows a patient to receive care by video, phone, or an online questionnaire and message. These types of visits are becoming a popular choice for convenient care nationwide and are often called online or virtual visits.

Cone Health Connected Care visits are for non-emergency health care needs. You can use Connected Care for the same types of conditions treated at express care or walk-in clinics. See a list of what we treat.  You can also explore which conditions are treated with connected care options, urgent care locations, and emergency departments on this page of the Cone Health website.

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

A video/phone visit takes place via live video conference or phone conversation. Using this model, patients and providers can communicate in real time. Video and phone visits are conducted using the MDLive platform, a secure tool designed specifically for virtual visits.  

An e-Visit occurs on an asynchronous basis, meaning that patients and providers communicate via non-live questionnaires and MyChart messages. Learn more about MyChart, how it provides continuity of care, and allows providers to coordinate care both now and in the future. If you don’t currently have a MyChart account, you can sign up as a new user.  

When and where can I have a Connected Care visit?

E-visits are available in North Carolina from 8AM to 8PM, 7 days a week.

Phone and video visits are available nationwide 24/7.

What conditions will Connected Care visits cover?

Physicians providing video/phone visits will treat appropriate, simple, acute conditions that might otherwise be seen at walk-in clinics and urgent care facilities. This includes conditions such as a cough, minor rash, indigestion, pink eye, or a sinus infection. See a more complete list of conditions treated.

E-Visits are available for MyChart users age 18 and older for the following symptoms: acne, allergies, back pain, burn, cold sores, cough, diarrhea, flu-like symptoms, head lice, heartburn, insect sting, nausea & vomiting, poison ivy, rash, red eye, rosacea, scabies, shingles, sinus problems, stye, sunburn, swimmer’s ear, tick bite, urinary problems, vaginal symptoms.

Who will perform video/phone visits?

Video and phone visits are provided by board-certified physicians, including internal medicine, family medicine, and pediatric specialists.

Is online medicine safe?

Yes. Guided by up-to-date clinical practice guidelines, and backed by decades of research and demonstrations, online visits are a safe and cost-effective way to extend the delivery of health care. Cone Health has produced a series of standards, guidelines, and best practices for health care providers to ensure that they are using these online care platforms responsibly. This means patient receive the same quality of care as they would during an in-office visit.

How is a video/phone visit documented?

The physician who you talk to in your video or phone visit will send notes electronically to your Cone Health chart or by fax to your primary care provider to ensure continuity of care.  E-Visits are documented directly in MyChart, the patient portal for Cone Health’s electronic medical record.