FAQs: Visits

  • What information do I need to submit?

    Answer a few questions on the visit form, describe the condition, and upload 1-3 sharply focused photos of your condition.

  • Can I submit a visit to any provider?

    You should only submit visits to providers located in the same state as you. Providers are not allowed to practice medicine in states in which they are not licensed.

  • How long does it take for my provider to evaluate my case and respond with a treatment plan?

    Your provider will usually respond in less than 48 hours, excluding weekends.

  • What happens to a partially completed visit form?

    It will be deleted if it is not completed and submitted within 7 days.

  • How many conditions can I inquire about in a visit?

    Your provider will only evaluate one condition per visit so be very specific with your photographs and description. If you have multiple conditions, please create a visit for each condition.

  • How do I know if my provider has received my inquiry?

    You will be notified by email.

  • How will I know when my condition has been diagnosed?

    You will receive an email notification that your diagnosis and treatment plan are ready for viewing. Log in to your account and follow instructions in the email to obtain the information.

  • How do I take a diagnostic quality photo of my condition?

    Diagnostic photos are very easy to take with either your digital camera or your smartphone's camera.

    • Take 2 or 3 photos from different angles and distances. Take one photo that shows the location or distribution of the condition on your body.
    • Next, take very close photos from different angles that show very clear detail of the condition.
    • Make sure all the photos have good lighting. Some cameras have a macro setting which can also help improve the quality of close up photos.
    • See examples here.

    If your provider cannot make a diagnosis from the photos and clinical information submitted, he or she will respond with instructions via email for taking better photos or ask you to come in for an office visit.

  • How do I get photos of my condition taken by my smartphone into a visit I created?

    • Open a browser and log into your HealthLens account.
    • On your smartphone, take the picture of your skin condition
    • Either create a new visit or open an existing visit by clicking on “Finish and Submit”
    • Directly upload images into the visit by clicking on Browse and selecting the image(s).
  • How do I get refills on medications prescribed through HealthLens?

    Once a prescription has been filled, you will need to submit another visit in order to get refills.