Category: Health & Safety

Using Telehealth for a Medical Appointment

Telehealth allows you to meet with a doctor or another healthcare professional by video or telephone instead of traveling to an office. You may also hear it called telemedicine, virtual care, or a virtual visit.

A telehealth appointment can make healthcare more convenient, especially when transportation, distance, mobility, work schedules, caregiving responsibilities, or illness make an office visit difficult. It can also give a healthcare professional an opportunity to evaluate your concern and decide whether you need testing or an in-person examination.

A virtual appointment is still a real medical appointment. Preparing for it the same way you would prepare for an office visit can help you use the time well and leave with a clear understanding of what to do next.

What Can Be Handled Through Telehealth?

Telehealth can be useful for many routine or nonemergency healthcare needs, including:

• Discussing new symptoms
• Following up after an office visit, procedure, or hospital stay
• Reviewing test results
• Managing an ongoing condition
• Discussing medication questions or side effects
• Requesting certain prescription refills
• Receiving mental or behavioral health services
• Discussing sleep, nutrition, or lifestyle concerns
• Reviewing home blood pressure or blood sugar readings
• Checking the progress of a visible rash, wound, or swelling
• Receiving guidance about whether an in-person appointment is necessary

The healthcare professional may be able to diagnose and treat the problem virtually. In other situations, telehealth may serve as the first step. The provider may recommend laboratory tests, imaging, an office examination, urgent care, or emergency treatment.

When Telehealth May Not Be Appropriate

Telehealth has limits. A provider cannot listen to your lungs with a stethoscope, feel an injured area, perform a complete neurological examination, collect a laboratory sample, or take an X-ray through a screen.

An in-person visit may be needed when:

• A physical examination is important
• You need bloodwork, imaging, or another test
• You may need stitches, a cast, or another procedure
• Your symptoms are difficult to observe or describe
• You have a possible infection that requires testing
• The provider needs to check your heart, lungs, ears, eyes, throat, or abdomen
• Your symptoms have continued despite previous treatment
• Your condition is becoming worse
• You are due for a physical examination, vaccination, or screening that must be performed in person

If you are uncertain, call the provider’s office. Explain the concern and ask whether a virtual or in-person appointment would be more appropriate.

Do Not Use Telehealth for a Medical Emergency

A routine telehealth appointment should not replace emergency care.

Call 911 or your local emergency number for possible emergency symptoms such as:

• Severe difficulty breathing
• Chest pain, pressure, squeezing, or heaviness
• Signs of a stroke, including sudden facial drooping, arm weakness, speech difficulty, confusion, or loss of balance
• Unconsciousness or difficulty waking someone
• Severe or uncontrolled bleeding
• A serious head, neck, or spinal injury
• A severe allergic reaction
• A seizure that lasts several minutes or repeats
• Sudden, severe pain
• A suspected poisoning or overdose
• Immediate danger of suicide or harm to another person

Do not wait for a scheduled virtual appointment or send a portal message when someone may be experiencing a life-threatening emergency.

Ask How the Appointment Will Work

Telehealth systems vary. Some appointments use video, while others are completed by telephone. You may receive a link by text message or email, or you may need to sign in through a patient portal or download an application.

When scheduling the appointment, ask:

• Will the visit use video or telephone?
• What device do I need?
• Do I need to download an application?
• Will I receive a link?
• Do I need a patient portal account?
• Are there forms to complete in advance?
• How early should I sign in?
• What should I do if I cannot connect?
• Is there a telephone number I can call for technical help?
• Is the visit covered by my insurance?
• What will my expected cost be?
• Can an interpreter, caregiver, or support person participate?

Write down the date, time, provider’s name, sign-in instructions, and technical-support number.

Check Your Insurance Coverage

Telehealth coverage varies by insurance plan, provider, location, and type of service. A virtual appointment may have a copayment, coinsurance, or deductible. Some plans cover telephone appointments differently from video appointments.

Before the visit, contact the provider or insurance company and ask:

• Is this provider in my network?
• Is this type of telehealth appointment covered?
• Is there a copayment or deductible?
• Does the appointment need prior authorization?
• Are there restrictions on where I can be during the visit?
• Are prescriptions, tests, or follow-up services billed separately?

If the telehealth provider orders laboratory work, imaging, or another service, confirm where it can be completed within your insurance network.

Choose the Right Device

You may be able to use a:

• Smartphone
• Tablet
• Laptop computer
• Desktop computer with a camera and microphone
• Telephone for an audio-only visit

A larger screen can make it easier to see the provider and read information, but use whichever device is most comfortable and reliable for you.

If possible, use a device that is fully charged or connected to power. Place it on a stable surface instead of holding it throughout the appointment. This keeps the camera steady and leaves your hands free to take notes or demonstrate movement.

Helpful Resources: Browse Audio & Video Communication for products, equipment, services, or supplies related to this section.

Test the Technology Early

Do not wait until the appointment begins to discover that the camera, microphone, or application does not work.

Before the appointment:

1. Open the appointment link or patient portal.
2. Download any required application.
3. Allow access to your camera and microphone.
4. Test the speakers or headphones.
5. Confirm that your internet connection is stable.
6. Learn how to mute and unmute the microphone.
7. Position the camera so your face can be seen clearly.
8. Make sure you know your username and password.
9. Keep the office’s telephone number nearby.

Telehealth.HHS.gov recommends making sure patients understand how they will connect, what to do if the connection fails, and what information they should have ready. Telehealth.HHS.gov: Preparing for a Telehealth Appointment

If technology is difficult for you, ask a trusted person to help set it up before the appointment. Libraries, community centers, senior programs, disability organizations, and some healthcare systems may also offer digital assistance or private telehealth spaces.

Create a Good Appointment Space

Choose a quiet, well-lit location where you can speak openly.

For a video appointment:

• Face a window or lamp so your face is visible.
• Avoid sitting with a bright window behind you.
• Reduce background noise.
• Turn off televisions and music.
• Silence unnecessary phone notifications.
• Ask other people not to interrupt.
• Keep pets in another room if they may be distracting.
• Place the device where it will not fall.
• Keep a pen and paper nearby.

If the provider needs to see a rash, wound, swollen area, or movement problem, make sure the lighting and camera position will allow you to show it safely. Wear clothing that makes the affected area reasonably accessible without sacrificing your privacy.

Protect Your Privacy

A telehealth conversation may include sensitive medical information. Use a private place where you feel comfortable speaking honestly.

To protect your information:

• Use your home internet or another password-protected connection.
• Avoid public Wi-Fi when possible.
• Use the provider’s official link, application, or patient portal.
• Do not share your appointment link with others.
• Lock your device with a password or passcode.
• Use headphones if other people may overhear.
• Confirm unexpected messages by calling the provider’s regular office number.
• Do not provide health, insurance, or payment information to an unknown caller.
• Sign out of the application or portal when finished.

Federal telehealth guidance recommends using private locations, password-protected devices, secure patient portals, and trusted internet connections when discussing health information. Telehealth.HHS.gov: Protecting Your Data and Privacy

Do not record the appointment unless you have asked the provider and received permission. Recording laws and office policies vary.

Prepare Your Medical Information

Have the information you may need within reach.

This may include:

• A list of current medications and dosages
• Vitamins and supplements
• Medication and food allergies
• Current medical conditions
• Previous surgeries or hospitalizations
• Recent test results
• The name and contact information of your pharmacy
• Your insurance information
• Notes from another healthcare professional
• A written list of symptoms and questions

If you are using a new telehealth service that does not have access to your usual medical record, this information becomes especially important.

Do not assume the provider can automatically see records from another hospital, pharmacy, specialist, or healthcare system.

Helpful Resources: Browse Health & Caregiving Information for products, equipment, services, or supplies related to this section.

Write Down Your Symptoms

Before the appointment, make a short timeline of what has been happening.

Write down:

• Your main concern
• When the symptoms began
• Whether they started suddenly or gradually
• Where you feel the problem
• How severe it is
• What makes it better or worse
• Whether it is constant or comes and goes
• Other symptoms occurring at the same time
• Treatments or medications you have already tried
• Whether the problem has happened before
• How it affects sleep, eating, work, movement, or daily activities

Specific information is more useful than general descriptions.

Instead of saying:

“I haven’t been feeling right.”

You could say:

“For the past four days, I have felt dizzy when I stand up. It usually lasts about 30 seconds, and yesterday I nearly fell.”

You do not need to use medical terminology. Describe what you notice in your own words.

Gather Home Health Readings

If you have reliable equipment and know how to use it, the provider may find certain home readings helpful.

These might include:

• Temperature
• Blood pressure
• Heart rate
• Blood sugar
• Body weight
• Oxygen saturation
• A record of symptoms, meals, sleep, or medication use

Write down when each reading was taken. Do not guess or change the number because it seems unusual.

Home equipment can produce incorrect readings when it is damaged, poorly positioned, incorrectly sized, or used improperly. Tell the provider what device you used and whether you had difficulty taking the measurement.

Do not purchase medical equipment solely for one appointment unless the provider recommends it.

Take Useful Photographs When Requested

A provider may ask you to photograph a rash, wound, bruise, or swollen area before the appointment.

If you are asked to send a photograph:

• Use good lighting.
• Take one picture showing the general location.
• Take another closer picture showing the details.
• Keep the image in focus.
• Include a ruler or familiar object for size only if the provider requests it.
• Send it through the secure method provided by the office.
• Avoid ordinary email or text unless the office specifically directs you to use it.

Do not send intimate photographs unless they are medically necessary and you have confirmed that you are communicating with the legitimate provider through an approved system.

Sign In Early

Plan to be ready approximately 10 to 15 minutes before the appointment.

Use that time to:

• Close unrelated applications
• Connect headphones
• Check the camera and microphone
• Open your medication list and notes
• Complete check-in questions
• Confirm your pharmacy
• Keep identification and insurance information available

A virtual visit may begin late for the same reasons an office appointment does. Keep the device nearby and remain signed in unless the office gives different instructions.

If the provider has not appeared after a reasonable period, call the office rather than repeatedly leaving and reentering the appointment.

What to Expect During the Appointment

At the beginning of the visit, the provider may:

• Confirm your name and date of birth
• Ask where you are physically located
• Confirm a telephone number in case the connection fails
• Review who else is present
• Explain how the appointment will work
• Ask for your consent to receive care through telehealth

Your location matters because the provider may need to know where to send emergency help. Telehealth consent requirements can also vary by state and healthcare setting.

The provider will ask about your symptoms, health history, medications, and concerns. They may ask you to:

• Move closer to the camera
• Show an affected area
• Walk or move a joint
• Take your temperature
• Check your blood pressure or pulse
• Press gently on an area and describe what you feel
• Demonstrate how you use a medication or medical device

Only perform an action if you can do it safely. Tell the provider if movement causes pain, you are at risk of falling, or you do not understand the instructions.

Ask Questions and Speak Up

Telehealth can sometimes feel rushed because you are communicating through a screen. It is still appropriate to pause, ask questions, and request clarification.

Useful questions include:

• What do you think may be causing the problem?
• Can this be treated through telehealth?
• Do I need an in-person examination?
• Do I need testing?
• What treatment do you recommend?
• How and when should I take the medication?
• What side effects should I watch for?
• When should I expect to feel better?
• What symptoms mean I should seek urgent or emergency care?
• When should I schedule follow-up?
• Will I receive written instructions?

Repeat the plan in your own words:

“I want to make sure I understand. I should begin the medication today, schedule the blood test this week, and call if the fever continues for more than two days. Is that correct?”

This gives the provider an opportunity to correct any misunderstanding.

Using an Interpreter or Support Person

You may ask to include a trusted family member, caregiver, advocate, or support person. Decide in advance what role you want that person to have.

They may help you:

• Set up the technology
• Explain your medical history
• Show an injury or affected area
• Remember questions
• Take notes
• Understand instructions
• Arrange follow-up care

You should still be included in the conversation and given an opportunity to speak for yourself whenever possible.

If you need a language interpreter, ask the provider’s office to arrange a qualified medical interpreter. A qualified interpreter is generally safer than depending on a child, relative, or friend to translate medical information.

You can also request communication supports for hearing, vision, speech, cognitive, or other disabilities. Ask before the appointment so the office has time to arrange them.

If the Connection Stops Working

Technology problems happen. They do not mean you have failed at telehealth.

If the sound or video freezes:

1. Tell the provider what you are experiencing.
2. Check whether you are muted.
3. Turn the camera off and back on.
4. Leave and rejoin using the original link if instructed.
5. Move closer to your wireless router.
6. Switch to a telephone call if the provider agrees.
7. Call the office’s technical-support or main number.

Before the appointment, confirm who will call whom if the connection is lost. Do not send sensitive medical information through an unapproved application because the usual platform is not working.

Prescriptions, Tests, and Referrals

A telehealth provider may be able to send a prescription electronically, order laboratory work, request imaging, or refer you to a specialist. However, prescribing rules vary depending on the medication, provider, state, and type of appointment.

Before ending the visit, confirm:

• Which pharmacy will receive the prescription
• When the prescription should be ready
• How to take the medication
• Where tests should be completed
• Whether you need to fast or prepare for a test
• Who will contact you with the results
• Whether you must schedule an in-person appointment
• Whether the office is placing a referral
• What to do if you do not receive the expected call or message

If a prescription is not available when expected, contact the provider’s office before assuming the pharmacy made the mistake.

After the Appointment

Review the visit summary, instructions, test orders, and medication list in your patient portal or paperwork.

Make a note of:

• The provider’s explanation
• New medications or dosage changes
• Tests you need to schedule
• Referrals you need to arrange
• Symptoms you should monitor
• Warning signs requiring urgent help
• The date of your next appointment

Schedule follow-up tasks promptly. A telehealth appointment only helps if you complete the testing, treatment, or in-person care that follows.

Contact the office if the written instructions do not match what you remember hearing.

Common Telehealth Mistakes to Avoid

Try not to:

• Join the appointment while driving
• Wait until the appointment time to install the application
• Use a device with a nearly empty battery
• Attend from a noisy or public location
• Assume the provider can see all your medical records
• Begin without your medication list or questions
• Hide important symptoms because another person is listening
• Perform movements that could cause pain or a fall
• Record the appointment without permission
• Ignore instructions to seek in-person or emergency care
• Send medical information through an unverified link or account
• End the visit without understanding what happens next

A Simple Telehealth Checklist

Before the visit:

• Confirm the appointment time and connection method.
• Check insurance coverage and possible costs.
• Complete required forms.
• Test the camera, microphone, and internet connection.
• Charge the device.
• Choose a private, well-lit location.
• Prepare your medication list and medical history.
• Write down symptoms, readings, and questions.
• Arrange an interpreter or support person if needed.
• Keep the office telephone number nearby.

During the visit:

• Confirm who is participating.
• Explain your main concern first.
• Ask questions when something is unclear.
• Take notes.
• Repeat the treatment plan in your own words.
• Ask what warning signs require immediate care.

After the visit:

• Review the written summary.
• Pick up prescriptions.
• Schedule tests, referrals, or follow-up appointments.
• Contact the office if instructions are missing or unclear.
• Seek urgent or emergency care if your condition becomes serious.

Telehealth can make healthcare easier to reach, but it works best when you prepare, participate actively, and understand its limits. You do not need to be an expert with technology. You only need a reliable way to connect, the information your provider needs, and a willingness to ask for help when something is unclear.

Suggested Guides

• Choosing a Primary Care Doctor
• Explaining Your Symptoms Clearly
• Asking Questions & Speaking Up During Medical Appointments
• Understanding a Diagnosis & Treatment Plan
• Choosing Between Your Doctor, Urgent Care & the Emergency Room

Important Health & Safety Notice

The information in this guide is provided for general educational purposes only. Independence Answers is not a medical provider, and this content is not a substitute for professional medical advice, diagnosis, treatment, or supervision. Always follow the instructions of your doctor, pharmacist, or other qualified healthcare professional, especially if you have a medical condition, take medication, or are unsure whether an action is safe for you.

Do not ignore or delay seeking professional care because of something you read here. If you believe someone may be experiencing a serious or life-threatening emergency, call 911 or your local emergency number immediately.