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Frequently Asked Questions

24/7 Virtual Urgent Care Frequently Asked Questions

24/7 Virtual Urgent Care Overview of Services

How does 24/7 Virtual Urgent Care work?

Log into your Everyday Well account or sign up at EverydayWell.com/SignUp.

There are two ways to get care using 24/7 Virtual Urgent Care: eVisit and eVisit Video. Answer questions about your symptoms through an online questionnaire or connect with an affiliated Memorial Hermann health care provider via video.

Within 30 minutes of submitting your questionnaire or speaking with a provider, you will receive an email notifying you that your diagnosis and treatment plan is ready for viewing in your Everyday Well account.

What conditions can be treated by an eVisit?

eVisits are available for the conditions listed below. If you need treatment for a condition other than these, you can schedule an appointment with a healthcare provider or visit one of our Memorial Hermann Urgent Care locations.

If you are experiencing a medical emergency, call 911 or go to the nearest emergency room.

  • Allergies
  • Cold and flu
  • Constipation and diarrhea
  • COVID-19 screening
  • Ear pain
  • Minor burn
  • Pink eye
  • Rash
  • Reflux
  • Sinus infection
  • Skin infection
  • Urinary tract infection
  • And more

Special Notice: If you suspect you may have COVID-19 and would like to consult with a healthcare provider, you are encouraged to use eVisit.

When can I do an eVisit through 24/7 Virtual Urgent Care?

24 hours a day, 7 days a week

Who is eligible for an eVisit through 24/7 Virtual Urgent Care?

Patients ages 18 - 75. Patients must have an Everyday Well account and must be located in Texas when the eVisit is conducted.

Can I submit an eVisit for a family member?

No. eVisits cannot be completed for a family member from your Everyday Well account. To ensure patient safety and accurate medical records, please do not submit an eVisit for another person’s medical issue—even if it is a spouse, parent, or other individual covered by the same insurance plan—from your Everyday Well account.

How long does an eVisit take?

You should plan to spend 10-20 minutes for your eVisit. You will receive a response from a healthcare provider within 30 minutes of submitting your questionnaire or speaking with a provider.

What is included in an eVisit?

You can receive a diagnosis and treatment plan, including necessary prescriptions, within 30 minutes. A visit summary will be available in your Everyday Well account after the visit and will include a message of when you can return to work or school after an illness. The eVisit fee does not include the cost of other services such as prescription medications or laboratory tests, if ordered.

Can I get a prescription during an eVisit?

Yes. The Memorial Hermann provider you communicate with during your eVisit will provide a personalized treatment recommendation. If the provider determines that a prescription is appropriate, he/she will prescribe medication; however, your provider will not prescribe controlled substances, including narcotics during an eVisit.

I’m an established patient, but I don’t have an Everyday Well account. How do I get an Everyday Well account?

You can request an Everyday Well account email invitation either in person after your discharge from the hospital, after your office visit or by self-enrolling by clicking here.

Will my primary care physician perform the eVisit?

No. Your eVisit will be addressed by a Memorial Hermann health care provider. Following your eVisit through 24/7 Virtual Urgent Care, you can view your eVisit history in your Everyday Well account.

Can I have an eVisit with my specialist through 24/7 Virtual Urgent Care?

No. Your eVisit will be addressed by a Memorial Hermann health care provider. Specialty offices are not participating in the eVisit service.

What is the process for completing an eVisit?

  • Log into your Everyday Well account.
  • Click on “Virtual Care” on the left hand side of the dashboard.
  • Select “24/7 Virtual Urgent Care”.
  • Enter the required information.
  • Click “Start eVisit”.
  • Acknowledge terms of service and consent.
  • Select the reason for your eVisit from the list of symptom choices.
  • Choose eVisit or eVisit Video.
  • Enter credit card information.
  • Answer a series of questions based on the symptom you selected.
  • If selected eVisit, upload or take photo, if applicable.
  • If selected eVisit, click "Submit" at the end of the questions. If selected eVisit Video, click "Submit" and visit your Everyday Well dashboard. Click on the button that says, "Start Video Visit". If you cancel prior to clicking “Submit”, your credit card will not be charged.
  • Receive a treatment plan through your Everyday Well account. If a prescription is appropriate, it will be sent directly to your specified pharmacy.

What happens if I can’t be cared for through an eVisit?

Depending on if you choose eVisit or eVisit Video, you may either be advised to advance to video with one of our providers, or directed to seek in-person care. Our care team will follow up with you within one hour to ensure you were able to find the right level of care.

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24/7 Virtual Urgent Care - eVisit Cost and Insurance Coverage

How much does an eVisit cost?

An eVisit cost is $25 per visit. Cost may be less than $25 depending on insurance plan coverage. Click here to see a list of accepted insurance plans.

How do I pay for an eVisit?

You can pay for an eVisit using a credit card. (Mastercard, Visa, Discover, American Express) The fee will be preauthorized with the credit card you provide. If you are using one of the accepted insurance plans, your copay amount will be determined after the insurance is verified and billed.

A Health Savings Account (HSA) card cannot be used. If a Memorial Hermann provider determines that your medical concerns require an in-person evaluation, you will not be charged for the eVisit.

Will I be charged if I can’t complete care through an eVisit?

No. You will only be charged if you receive a diagnosis and treatment plan within 30 minutes. This is not applicable to eVisit Video.

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After the eVisit through 24/7 Virtual Urgent Care

It has been more than 30 minutes and I still do not see my eVisit diagnosis and treatment plan in my Everyday Well account. What do I do?

A Memorial Hermann health care provider will still provide care through eVisit, but if the response time has exceeded 30 minutes, then your eVisit fee will be refunded. This is not applicable to eVisit Video.

I’m feeling worse after my eVisit. What should I do?

If at any time your symptoms worsen, please call your primary care provider’s office. If you need immediate attention, dial 911 or go to the nearest emergency room.

What if I have questions after my eVisit?

If you have questions about your care, please call your primary care office.
If you have questions about billing, please call Customer Service at (713) 814-9501.

Will my eVisit become part of my medical record?

Yes. Your eVisit will become part of your permanent Memorial Hermann medical record. Your eVisit summary will be available in your Everyday Well account.

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24/7 Virtual Urgent Care Technical Requirements and Questions

Is eVisit secure?

Yes. Your eVisit is secure. Memorial Hermann takes great care to ensure that your health information is kept private and secure. eVisits occur while you are securely logged into Everyday Well.

I’m having technical difficulties with an eVisit. Who should I contact?

Please call our Support Contact Center at (713) 814-9501.

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Virtual Office Visit Frequently Asked Questions

Virtual Office Visit Overview of Services

How does Virtual Office Visit work?

Call your Memorial Hermann Medical Group provider's office to schedule a video or telephone appointment.

If you choose to schedule a video visit, using your tablet, mobile device, or computer, you can video chat face-to-face with your Memorial Hermann Medical Group provider. Once you have a confirmed appointment time, you will be able to log into the Everyday Well app, complete any necessary online forms and, at the scheduled time select the ‘Join Now’ button to initiate the Virtual Office Visit appointment with your provider. During the visit, your healthcare provider may make a diagnosis, recommend a treatment plan and, if appropriate, order a prescription which will be sent directly to the pharmacy specified in your Everyday Well account. Following the Virtual Office Visit video appointment, your visit summary will be accessible inside Everyday Well.

If you choose to schedule a telephone Virtual Office Visit appointment, your provider will call the phone number you provide the office at the scheduled time to discuss your medical concern.

What conditions can be treated by Virtual Office Visit?

Virtual Office Visit is available for the conditions listed below. If you need treatment for a condition other than these, you can ask your provider’s office when scheduling if they are able to accommodate the need through a Virtual Office Visit or if you need to be seen in person.

  • Allergies
  • Cold and flu
  • Constipation and diarrhea
  • Ear pain
  • Minor burn
  • Pink eye
  • Rash
  • Reflux
  • Sinus infection
  • Skin infection
  • Urinary tract infection
  • And more, including medication refills, chronic disease management and wellness check-ups

If you are experiencing a medical emergency, call 911 or go to the nearest emergency room.

During what hours can I schedule a Virtual Office Visit appointment?

Hours can vary, but typically Monday - Friday, 8 a.m. - 5 p.m.

Who is eligible for Virtual Office Visit?

We are able to treat patients of all ages through Virtual Office Visit. Patients must have an Everyday Well account and must be located in Texas when the Virtual Office Visit appointment takes place.

Can I do a Virtual Office Visit appointment for a family member?

No. You cannot do a Virtual Office Visit appointment for a family member from your Everyday Well account.

How long does a Virtual Office Visit take?

You should plan to spend 20-30 minutes on either the video or telephone visit option with your Memorial Hermann Medical Group provider.

What is included in Virtual Office Visit?

Virtual Office Visit offers the convenience of scheduling a video or telephone visit with your personal Memorial Hermann Medical Group provider about your current symptoms or health concerns. A visit summary will be available in your Everyday Well account after the visit, and will include a message of when you can return to work or school after an illness. The Virtual Office Visit fee does not include the cost of other services such as prescription medications or laboratory tests, if ordered.

Can I get a prescription during a Virtual Office Visit?

Yes. Your Memorial Hermann Medical Group provider will provide a personalized treatment recommendation. If your provider determines that a prescription is appropriate, he/she will prescribe medication; however, your provider will not prescribe controlled substances, including narcotics, during a Virtual Office Visit appointment.

I’m an established patient, but I don’t have an Everyday Well account. How do I get an Everyday Well account?

You can request an Everyday Well account email invitation either in person after your discharge from the hospital, after your office visit or by self-enrolling by clicking here.

What is the process for completing Virtual Office Visit?

  • Call your Memorial Hermann Medical Group provider's office to schedule a Virtual Office Visit appointment.
  • You will be contacted by a Virtual Office Visit agent who will assist you in preparing for the Virtual Office Visit. Once you have a confirmed appointment time, log into the Everyday Well app or EverydayWell.com, and visit the ‘Upcoming Appointments’ section on your personalized dashboard. If there are any online forms to complete, there will be an alert in the ‘Upcoming Appointments’ section. You will need to complete the forms before you may join the Virtual Office Visit appointment.
  • At the scheduled appointment time, navigate to the ‘Upcoming Appointments’ section, and select the ‘Join Now’ button to initiate the Virtual Office Visit appointment.
  • During the visit, the healthcare provider may make a diagnosis and recommend a treatment plan. If a prescription is appropriate, it will be sent directly to the pharmacy specified in your Everyday Well account.
  • After the Virtual Office Visit appointment, your visit summary will be accessible inside Everyday Well. You will also be able to complete a brief post-visit survey within the app.

What happens if I can’t be cared for through Virtual Office Visit?

Depending on your Virtual Office Visit visit, you may be advised to seek in-person care.

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Virtual Office Visit Cost and Insurance Coverage

How much does Virtual Office Visit cost?

The cash pay price is $49 per visit. Much like a normal office visit, patients may use their insurance for a Virtual Office Visit.

How do I pay for a Virtual Office Visit?

You can pay for a Virtual Office Visit using a credit card (Mastercard, Visa, Discover, American Express). The fee will be preauthorized with the credit card you provide, and is collected over the phone when you speak with a Virtual Office Visit agent. Accepted insurance plans can be found here.

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After My Virtual Office Visit

If I’m feeling worse after my Virtual Office Visit appointment, what should I do?

If at any time your symptoms worsen, please call your Memorial Hermann Medical Group provider’s office. If you are experiencing a medical emergency, call 911 or go to the nearest emergency room.

What if I have questions after my Virtual Office Visit appointment?

If you have questions about your care, please call your provider's office.

If you have questions about billing, please call Customer Service at (832) 658-6482.

Will my Virtual Office Visit appointment become part of my medical record?

Yes. Your Virtual Office Visit appointment will become part of your permanent Memorial Hermann medical record. Your visit summary will be available in your Everyday Well account.

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Virtual Office Visit Technical Requirements and Questions

Do I need to use a camera or video?

Yes. You will need access to the internet, a microphone and a camera to complete a Virtual Office Visit appointment.

Is Virtual Office Visit secure?

Yes. Memorial Hermann takes great care to ensure that your health information is kept private and secure. Virtual Office Visit occurs while you are securely logged into Everyday Well.

If I’m having technical difficulties with Virtual Office Visit, who should I contact?

Please call our Support Contact Center at (832) 658-6482.

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