Online Visits Help

  • How will I be notified when a patient has submitted a case?

    You will receive email notification anytime action on your part is required.

  • Is this website set up to enable follow-up evaluations?

    Yes. Follow–up visits will include the previous visit date and the original diagnosis.

  • What happens if the patient never views the case?

    If the patient does not view their case in a certain period of time, you will be notified by email. You can then contact the patient directly.

    The case can then be manually closed and sent to your “Completed Visits”, with an option to send an email to the patient explaining why the visit was closed. When you close the case, you can document your contact with the patient in the“Chart Notes”.

  • How does the patient get their prescription?

    The prescription is electronically sent to the patient’s selected pharmacy.

  • How do I know if the patient received their prescriptions?

    When you “Approve & Send” the patient’s prescription, it is immediately sent electronically to the patient’s selected pharmacy. It usually takes about 15-45 seconds for the pharmacy to receive the prescription. A notice will appear when the process is completed. If the patient cannot take the prescribed medication, they have been instructed to contact you directly.

  • Is there a log that records online interactions between the patient and provider?

    Yes. There is an events log at the bottom of each “Visit Details” page that records each time an action is taken by the patient or provider. There is also a message log that records all messages exchanged between the patient and provider.

  • Can I get outcome feedback from the patient?

    HealthLens automatically sends patients who were given a prescription an outcome report inquiring how their condition has fared since the online visit and how effective their treatment plan was. The outcome report is sent to patients four weeks after their online visit. You will get an email when their outcome report is completed.

  • Can the patient send additional information after they have submitted a visit?

    Yes. Patients can submit additional photos and information relevant to their condition one time after submitting a visit.