Frequently Asked Questions

Shot of a woman covered with thick blanket, holding a white cup during on-line consultation with a GPWhat You Should Expect

What should I expect when seeing a doctor through the digital clinic?

You should expect the same type of experience as when you see your Seton, Providence, or Dell Children’s provider in the doctor’s office, except you will be seeing and hearing the doctor through your computer or mobile device. The doctor will ask you about your medical history and symptoms and will do an assessment in order to determine your treatment plan.

How long is a typical digital clinic visit?

Typically, you’ll visit with the doctor for about 10 minutes. However, your first visit may take longer, and the time varies based on your need.

Why would I want to see a doctor online?

You might choose to use the digital clinic if:

  • You’re too busy to make it to an in-person appointment
  • You planned on going to an urgent care clinic otherwise
  • You are new to the area and don’t have a primary care doctor yet
  • Your regular primary care doctor isn’t available, but you don’t need to go to the ER

What are the most common conditions that can be diagnosed and treated by our doctors through the GoodHealth digital clinic?

Abdominal painGout
BackacheNasal Congestion
Bites or stingsRash
BruisesPink eye
Common coldSinus infection
ConstipationSore throat
CoughSprains and strains
DiarrheaUpper respiratory infections
EaracheUrinary tract infection

When should I go to an Emergency Room instead of using the digital clinic?

The GoodHealth digital clinic is for non-emergency, non-life-threatening medical issues. Call 911 or go to the nearest emergency room if you are experiencing any of the following:

  • Seizures
  • Chest pain
  • Stroke symptoms
  • Difficulty breathing
  • Dizziness or loss of consciousness
  • Sudden or uncontrolled bleeding
  • Choking or gagging
  • Severe vomiting or diarrhea
  • Head injury
  • Possible broken bones
  • Complications related to cancer
  • Are thinking of hurting yourself (suicidal)
  • Are thinking of hurting others (homicidal)
  • Schizophrenia or hallucinations

Who are the doctors? Are they “real doctors”?

The doctors who see patients in the GoodHealth digital clinic are board certified emergency medicine physicians who are licensed to practice in Texas and credentialed in the Seton Healthcare Family, Providence Health network, and Dell Children’s. They have been trained specifically for our digital clinic practice.

Are digital interactions private and secure?

Absolutely! We value your privacy and security. The GoodHealth digital clinic app was designed as a HIPAA-compliant tool, so you can focus on your health, knowing that all of their health records, including digital clinic encounters, are protected. However, it is up to you to ensure privacy in your environment by choosing a private location to have your digital clinic visit.

Should I see a doctor through the digital clinic instead of going to my regular doctor?

No. You should still get your annual checkups with your regular doctor.  Digital clinic visits are not designed to substitute for appointments with your regular doctor.

Will my Primary Care doctor be notified about my digital clinic visit?

Yes, we think it is important for your healthcare team to stay informed of your health and medications you are taking. With your consent, all information exchanged during your visit will be securely sent to your regular primary care doctor.

What if I am unhappy with the doctor I see in the digital clinic?

If you are unhappy with your doctor or your experience in the GoodHealth digital clinic for any reason, we want to know about it. You’ll have the opportunity to rate us when your session ends. Please contact the GoodHealth Team standing by 24/7 to address all of your concerns by calling 512-324-3130.

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Woman having video chat with doctor on laptop at homeTreatment Questions

Can I get a medication prescription or refill from a doctor during my digital clinic visit?

If the doctor determines your condition requires a prescription medication for treatment, then a prescription will be electronically sent to your pharmacy of choice. You should see your regular doctor for routine refills of medications that you take for chronic conditions; however, if you are experiencing a problem related to a prescribed or over-the-counter medication you are taking, our doctors can help. The decision to order prescriptions and at which quantity is left to the doctor’s discretion.

Please note that our doctors who see you in a digital clinic visit are not allowed to prescribe the following:

  • Controlled substances (narcotics, anxiety medications, ADHD medications)
  • Medications for erectile dysfunction (Viagra and Cialis)

How does a prescription reach my pharmacy?

If the doctor decides to prescribe medication, he or she will submit an order electronically to the pharmacy of your choice.

Can I get a work or school excuse from the doctor who sees me through the digital clinic?

Yes, if the doctor determines your condition requires you to miss work/school, a written excuse letter can be provided. Just tell the representative who checks you in or your doctor during your visit that you’ll need a sick note or return-to-work form.

Can I see a Seton, Dell Children’s or Providence doctor through the GoodHealth digital clinic for Family and Medical Leave Act (FMLA), Disability, or Handicap documentation?

Sorry, no. Our doctors are unable to provide FMLA forms, disability forms or handicap/DMV documentations. You’ll have to see a doctor in-person for those.

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smartphone video call to talk with your doctor drinking coffeeHow to Visit the GoodHealth Digital Clinic

When is the digital clinic available?

Our doctors are available to provide care 24 hours a day, 7 days a week, and 365 days a year, even on holidays.

How do I sign up to use the digital clinic?

Currently, the GoodHealth Digital Clinic app is exclusively available to select companies as an employee or insurance benefit. To see if your company offers the benefit, contact the Seton GoodHealth Solutions Team at 512-324-3130.

When can I start using the digital clinic?

If your company or insurer has signed you up, you can start using accessing the desktop application. Or download the GoodHealth Digital Clinic mobile app to use it on your phone. You will need to have a camera, microphone, and speakers on any device you use to access the clinic.

Do I need to schedule an appointment?

No, you can start an appointment right away. There is no need to schedule ahead of time.  You will see pictures of the doctors who are available when you open the app from your phone or desktop. If all the doctors are busy, you may have to wait just a few minutes until the doctor finishes with another patient. During that time, a representative will complete your registration and may place you in our digital waiting room for a short time.  When the doctor is ready to see you, his or her face will appear on your screen.

Can I use the GoodHealth digital clinic if I’m traveling outside of Texas?

Sorry, no. Our physicians are licensed to practice in Texas and the law requires your doctor to be licensed in the state where you are physically located. Our digital clinic is available only when the patient is physically located in Texas.

Can my dependents use the clinic too?

Check with your employer or insurance company to learn more about your digital clinic benefits for dependents. If you are an eligible user and your dependents are covered under your health plan, your children over the age of 2 can be seen by a doctor through the digital clinic. Any patient seeing a doctor in the digital clinic would need to have seen a provider in our network in the past 12 months.

What are some tips for setting up the best digital clinic experience?

  • Choose a private location (Somewhere people won’t overhear your private medical information. Ex: “What medications are you taking?”) Our services are HIPAA compliant, but it is up to you to ensure your visit location is private.
  • Reduce background light from windows or light emanating from behind you.
  • Try to place your camera on a secure, stable platform to avoid wobbling and shaking.
  • Try to place your camera at the same elevation as your eyes with your face clearly visible to the other person.

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TClose-up Of Man Having Video Chat With Doctor On Smartphoneechnology Questions

Can the GoodHealth Digital Clinic app be accessed on mobile devices?

Yes, the GoodHealth Digital Clinic app can be accessed on most mobile devices with an Internet connection. The GoodHealth Digital Clinic mobile app can be downloaded from iTunes and Google Play stores. Message and data rates may apply. For the best digital clinic experience, use the app on a mobile phone (instead of on a tablet.)

What system requirements do I need in order for the GoodHealth Digital Clinic app to properly function on my computer?

The GoodHealth Digital Clinic app requires internet connection through a smartphone or a computer, laptop or electronic tablet with a camera, speaker, and microphone. You can connect through your cellular service plan or through broadband connectivity. You will have to download a free software/mobile application solution called VSee to use the GoodHealth Digital Clinic app on a desktop computer. After you install VSee, you’ll have an opportunity to test the GoodHealth Digitial Clinic app to make sure it works.  Message and data rates may apply. Check with your cellular carrier for more information.

When I click on “See a Doctor Now” a website called VSee opens. Why? What is VSee?

The GoodHealth Digital Clinic app is powered by VSee. VSee is a HIPAA-compliant tele-health app that is making telemedicine simple and secure for healthcare users around the world.

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Other Questions

My question isn’t listed here. Help?

The GoodHealth Solutions Team has answers to your questions about digital clinic visits and the GoodHealth Digital Clinic app. If you didn’t see your question listed here, call and talk to a GoodHealth Solutions Team member 24/7 at 512-324-3130.
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