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Instant Care Frequently Asked Questions

Overview of Services

How does an eVisit work?

Log into your Everyday Well account and submit a secure online health interview, or series of questions.

Within 30 minutes of your request, you will receive an email notifying you that your diagnosis and treatment plan is ready for viewing in your Everyday Well account. It is that simple. No video visit required.

What conditions can be treated by an eVisit?

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

If you need immediate attention, dial 911 or go to the nearest emergency room.

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

When can I do an eVisit?

7 days a week, 9 a.m. to 9 p.m. If you complete an eVisit online health interview outside these hours, you will receive a response within 30 minutes after eVisit services at Memorial Hermann begin again at 9 a.m. the next day.

Who is eligible for an eVisit?

Patients ages 18 years and older. For Memorial Hermann Health Plan members, primary subscribers can complete an eVisit for dependents between the ages 0 -17. Primary subscribers cannot submit an eVisit for dependents over age 18.

Patients must have an Everyday Well account and must be located in Texas when the eVisit is submitted.

Can I submit an eVisit for a family member?

No. You cannot submit an eVisit 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.

For Memorial Hermann Health Plan members, primary subscribers can complete an eVisit for dependents between the ages 0 -17. Primary subscribers cannot submit an eVisit for dependents over age 18.

How long does an eVisit take?

You should plan to spend 10-15 minutes completing your online health interview for your eVisit. You will receive a response from a healthcare provider within 30 minutes upon submitting your online health interview.

What is included in an eVisit?

A healthcare provider will review your online health interview and recommend treatment. 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 review your online health interview and 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 urgent care provider. Following your eVisit, you can view your eVisit history in Everyday Well.

Can I have an eVisit with my specialist?

No. Currently, eVisits are offered by primary care providers only. Specialty offices are not participating in the eVisit program.

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 “eVisit”.
  • 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.
  • Answer a series of questions based on the symptom you selected.
  • Upload or take photo, if applicable.
  • Enter credit card information.
  • Submit the online health interview. 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 your online health interview answers, you may either be advised to complete a phone consultation with one of our providers, or directed to seek in-person care. During normal business hours (7 days a week, 9 a.m. to 9 p.m.) 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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Cost and Insurance Coverage

How much does an eVisit cost?

An eVisit cost is $25. An eVisit cost for an employee that is a member of the Memorial Hermann Health Plan is $15.

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. At this time, we only accept Memorial Hermann Health Plan insurance. 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.

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After the eVisit

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 affiliated provider will still provide care for your eVisit, but if the response time has exceeded 30 minutes, then your eVisit fee will be refunded.

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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Technical Requirements and Questions

Do I need to use a camera or video?

No. You never need to use video. For some conditions, your provider may want to see a picture to help understand the condition or concern. If needed, you can upload pictures from your mobile device or computer, or take a photo during the eVisit.

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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