Frequently Asked Questions – Virtual Care
Everything You Need to Know About Telehealth
Norman Regional Health System is proud to offer a wide range of telehealth services. We provide wellness visits and physicals, sick care, and more, all available through our virtual care program. Virtual care allows patients to receive medical attention from the comfort of their own home, using video and audio tools on a smartphone, tablet, or computer.
This service is not only convenient but is also highly effective for non-emergency conditions, such as allergies, colds, flu, and more. In order to make your virtual visit as seamless as possible, please view our guidelines and take a look at our frequently asked questions below.
About Norman Regional Virtual Care
What Is Norman Regional Virtual Care?
Norman Regional's virtual care platform offers two types of visits: On-Demand Virtual Visits and Scheduled Primary/Specialty Virtual Visits. On-Demand Virtual Visits are available 24/7, with no appointment necessary. These visits are most suitable for immediate care for minor illnesses or injuries. Scheduled Primary/Specialty Virtual Visits, on the other hand, are set appointments with your primary care provider or specialist. These visits are ideal for follow-ups, medication management, and discussing test results.
Virtual care is also optimal for when you want to see a doctor, but it doesn’t fit it into your schedule, or if your primary office is closed. If you feel too sick to drive, you have children at home that you don’t want to bring with you, or it’s too difficult for you to get to a doctor’s appointment in person, you can also utilize telehealth. Please also feel free to use our virtual care services if you are immunocompromised and feel safer staying at home. It is important to note that telehealth is only for non-life-threatening situations – if you believe you or a loved one is experiencing a health emergency, call 911 immediately.
How Do I Use Virtual Care Services?
To use these services, you'll need a device with a camera and microphone, a strong internet connection, and a private space for your appointment. Once you've signed up and logged in, you can select your preferred type of visit and wait for a healthcare provider to join the call. You can use any browser for your appointment, as long as you have given your browser access to your microphone and camera. Google Chrome and Safari are recommended browsers.
Virtual Care Trouble Shooting
What Do I Do if I Can’t Find the Link to My Appointment or the Link Doesn’t Work?
If your connection fails and you are dropped from the call, your provider will remain in the virtual visit “room.” You can click on the text visit link you were initially sent and rejoin the visit you were in. If you are using a phone, you may need to disconnect from Wi-Fi and use cellular data.
Why Can’t My Provider See or Hear Me?
Make sure you gave your browser permission to access your camera and check that your camera is not covered. You can share your camera and microphone by tapping the screen and clicking the video and microphone icons at the bottom of the screen. If the issue continues, close your browser and open the link again.
It is important to note that your browser may not allow your camera to be used , so be sure to check your browser settings. Sometimes simply refreshing your browser serves as a quick fix. If your microphone gives off too much audio feedback during your visit, you can also use headphones equipped with a mic to hear your provider better.
If your video is pulled up sideways, rotate your device and then set it back down to correct video orientation. When using a smartphone for your visit, it is also a good idea to set your phone to “do not disturb,” in order to avoid receiving calls or texts during your visit. If this does occur, it will not end your visit – simply click “decline” and continue speaking with your provider.
Why Is My Video Lagging?
Video lags may indicate a poor Wi-Fi connection or mobile signal. Move to an area with a better connection to see if the issue resolves itself. If you’re using a Wi-Fi connection, there may be multiple people streaming videos on the same network, which slows down the video signal and degrades the quality. If possible, ask others sharing your network if they can reduce the number of users until after your visit is over. If you are using a phone, you may need to disconnect from a poor Wi-Fi signal and use cellular data instead.
Virtual Care Account Questions
How Do I Add People to My Account?
Spouses should create a separate account to enroll in telehealth. Parents and guardians can add their children who are under the age of 18 to their account and schedule doctor visits on their behalf. Simply enroll yourself first and then add then add your dependent to your account. If you have a child or dependent that is over the age of 18 but is still on your health insurance plan, they should also enroll as an adult and create their own separate account.
Can I Click Out of the App While Waiting to See My Provider?
Yes, you can minimize the app and browse in other apps while you’re waiting. However, if you close the app, you’ll end the visit and have to start over. You are not charged until a visit is completed, so if you accidentally close the app while you’re waiting, you won’t be charged until the end of your visit.
Can I Contact My Provider Following My Virtual Care Visit?
No, we do not share a provider’s contact information. If you have questions about your visit, please contact customer support at 1-833-433-5917. You can also feel free to email our support team at normanregionalvirtualcare@americanwell.com.