How much does a video visit cost?
Video visits cost no more than $49 and may be covered by your insurance plan. We will submit the claim to your insurance for review and reimbursement if it is a covered benefit. If it is not a covered benefit, you will be billed $49. To find out if it is covered, please contact your health plan.
How does a video visit work?
Similar to FaceTime or Skype, video visits allow your clinician to see, hear and talk with you as they would in an in-person visit. Make your same-day appointment on My Health Online. 15 minutes before your appointment time, you will see a Begin Visit or a Launch Video button in My Health Online. Simply tap or click on the button to join your video visit. Once your clinician joins, your visit will begin.
If you need to cancel your appointment, log in to My Health Online ahead of time, open the appointment details, and then click the Cancel button.
What equipment do I need for a video visit?
You can use your smartphone or tablet once you’ve downloaded the Sutter Health My Health Online app. Log into the app, tap on Appointments, then select your video visit from the list of Upcoming Appointments. Finally, tap on the Test Video button to make sure everything is set up.
You can also use a laptop or a desktop computer by logging into the My Health Online website. Make sure you have a web camera and built-in microphone on your computer. (If you have a PC, you may be asked to download Vidyo extension and Vidyo plug-in.) You can use Internet Explorer, Safari and Chrome browsers for your video visit. At this time, Firefox is not supported for video visits.
Who are the clinicians and how will they help coordinate my care?
You will be seen by one of our Sutter Walk-In Care Advanced Practice Clinicians. Our clinicians will do their best to provide the best care for you and at times, that may mean referring you to a nearby Urgent Care or Walk-In Care clinic for physical examinations. Information from your visit will be shared with your Sutter Health Primary Care Physician, who has access to your medical record in the Sutter Electronic Health Record (EHR) system.
What if I have technical problems during my video visit?
Please call our My Health Online Support team at (866) 978-8837 if you have issues scheduling or starting a video visit. If there are technical issues during your video visit, we will call you to continue your visit by phone.
Can anyone schedule a video visit?
Video visits are available to all My Health Online members 18 months or older who live in California. Parents can book a video visit for their child if they have proxy access to their child’s My Health Online account. We recommend that you have your video visit in a place that is safe, and private enough for you to comfortably discuss your health questions with your care team. For optimal security, please connect to a secure internet network at the time of your visit.
Video visits are best used when you have a minor health problem. If you have a chronic condition, please consult your primary care physician for the best course of treatment. They should not be used if you are undergoing treatment for medical conditions such as cancer, autoimmune diseases and chronic pain, or if you have severe cardiovascular disease. People who need English language interpreters should not schedule video visits. If your condition requires a hands-on exam, go to a nearby Urgent Care or Walk-in Care Clinic.
Video visits are available daily from 8:00 a.m. – 8:00 p.m. Video visits are available 8:00 a.m. – 2:00 p.m. on New Year's Day, Easter, Memorial Day, Independence Day, Labor Day, the day after Thanksgiving, Christmas Eve and New Year’s Eve. We are closed Thanksgiving and Christmas Day.
What if I have special language or accommodation needs?
Please call us at (800) 972-5547 and we will coordinate care based on your needs. Any questions logging in? The My Health Online support team is here to help. Call (866) 978-8837 or email firstname.lastname@example.org for technical support.