Frequently Asked Questions
For more information or for any questions not listed, feel free to call MDLIVE, toll-free at 1-800-400-MDLIVE.
MDLive works in partnership with Ascension care sites throughout Michigan to provide virtual health visits when your provider is not available.
With 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.*
No. On-Demand care is designed to handle non-emergency medical issues. You should not use On-Demand care if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. While 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.
You can start using On-Demand care immediately after you sign up and activate your account. Sign up and activation are totally free. If you are required to pay, you will only be asked for credit card information when you choose to have a consult with a provider. Your credit card information will be charged after your visit is completed with a provider. Once you have an account, you can browse provider profiles, view available appointment times, and schedule an appointment with the provider of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your provider for your appointment.
On-Demand care is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use On-Demand care anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.
On-Demand care is available anywhere in the United States**. Our network of Board Certified providers will be provided to you based on the state you are located. We make sure that each provider is fully licensed to practice medicine in your state.
Getting started is totally free. If you’re receiving services as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. We accept most major credit and debit cards.
Yes, this service can be accessed on most mobile devices with an Internet connection. Look for “MDLIVE Mobile App” in the iTunes Store and the Google Play Store.
All of the providers are U.S. Board Certified 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. We encourage any follow-up to be completed by your Ascension physician.
Yes, if the 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 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. All prescriptions are fully compliant and include all required information.
- MDLIVE does not prescribe medications in the following classes: muscle relaxants, psychiatric medications including antidepressants, erectile dysfunction medications, pseudoephedrine, Neurontin, no lifestyle medications, immunosuppressive modulators, antiviral medications to treat or prevent HIV, and medical marijuana.
- MDLIVE does not initiate any hormonal therapy including birth control.
Yes, the service is safe and private. The service is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected provider and pharmacy.
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.
Don’t see your question? Don’t worry. Just call us at 888-910-8620. We have highly trained health service specialists standing by to take your call, 24/7/365.
Teletherapy is a new way to get care. You can see a licensed therapist and have an online video therapy session/visit, on your schedule, from wherever you’re located. Our HIPAA compliant teletherapy service is easy to use and requires no special hardware.
- Child Behavior & Learning Issues
- Coping With Loss & Grief
- Financial Hardship
- Marital Problems
- Parenting Counseling & Advice
- Problems at Work
- Stresses & Challenges of Everyday Life
MDLIVE gives you access to only the most trustworthy professionals. Our therapists are all licensed and thoroughly screened. You can browse our network of therapists, read their profiles, check their credentials, and choose the therapist with whom you would like to speak.
You can talk to your therapist when it’s convenient for you – during your lunch hour, evenings and weekends, or while your kids are sleeping. With MDLIVE, you no longer need to rearrange your schedule or travel to an office to meet with a therapist.
Teletherapy is a great option if you’re seeking a convenient, effective and affordable way to get care. When you’re traveling or if you’re just too busy to make regular office visits, teletherapy makes getting care easy. Our therapists can help you identify problems in your life, pursue practical solutions to those problems, and navigate any obstacles that come up along the way. We also have professionals that specialize in more specific issues, such as: stress, anxiety, depression, addiction, marriage counseling, LBGT issues, parenting, and more.
Getting started is totally free. If you’re receiving MDLIVE as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. MDLIVE accepts most major credit and debit cards.
There are two ways to connect with a therapist – either by phone or through secure video.
Once you get to the ASCENSIONMI home page, you can start looking for a therapist that is licensed in the state where you’re located. You can filter therapist profiles by gender, language or specialty. In each of the therapists’ profiles, you will find their credentials, specialties, and schedules of available appointment times.
Once you choose the therapist with whom you would like to speak, you can schedule the appointment time that works best for you. If you haven’t created an MDLIVE account yet, you will be asked to create a profile. You will then confirm your payment and your appointment time.
If you are seeing your therapist by phone, your therapist will call you at your scheduled appointment time.
If you are seeing a therapist by video, you will log on to MDLIVE at your scheduled appointment time, and the website will direct you to begin a secure video visit with your therapist. You may need to complete a one-time download of our secure video application.
If you have any issues setting up your account, our care coordinators are available to answer any questions 24/7/365 at (888) 961-5069.
If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at 1-800-273-TALK (8255), where you’ll be connected to a skilled, trained counselor at a crisis center in your area 24/7.
* 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 Prescription Policy
Providers 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. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.
It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider 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 providers or other specialists for extended care. MDLIVE providers 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/
** MDLIVE Services are limited to only video consultations with the ability to prescribe in Idaho. In Arkansas, an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.