Online Care conversations are live discussions between you and a provider you choose. You can talk to your provider about any concerns you have online or by phone. During conversations, the provider may:

• Provide diagnoses for any conditions or symptoms you might have.
• Recommend other conversations or automated assessments.
• Enter notes for future reference.
• Prescribe medications for you (depends on provider specialty).

Review Connection Details

Once you’ve found a provider you would like to speak with, you can begin the connection process immediately. For more information about finding the right provider, see Finding a Provider.

After clicking Connect Now, you will have a chance to review the conversation details and end-user agreements, and provide payment information on the Review Connection Details screen:

In Review Connection Details, you can:

• View payment information: See how much the conversation will cost. You may also have the opportunity to extend the conversation for an additional cost at your provider’s discretion. Your credit card will not be charged until you have completed a conversation with a provider.
• Add a topic: Inform the provider details about the nature of your concerns, helping to structure the conversation and ensure that all of your questions are answered.
• Confirm your pharmacy: Any prescriptions you receive during the conversation will be sent to the pharmacy you choose. You must choose a pharmacy here to receive prescriptions.
• Share your health summary: Share a summary of your health history, current medications, and other relevant information your provider may need.
• Review and accept release statements: Read and review the terms and conditions of your online conversation.
• Provide payment information: If you haven't previously supplied payment information, you will be asked to do so at this time.

Once you have confirmed your credit card’s security code and accepted the release statements, you can send the conversation request to your provider by clicking Connect. The provider will review your request and can choose to accept or decline the request. Please be patient while the provider reviews your request; it may take several minutes.

Having a Web Conversation

Once the provider accepts your conversation request, your conversation begins immediately:

The Conversation Console, shown above, allows you to communicate with your provider in several ways, including secure chat, Web-based videoconferencing, and over the phone.

One of the most important things to do in the conversation console is to share relevant portions of your health history with the provider. To share health history items, click the Health History tab:

Click Share next to each report you would like to share, or Share All to share all reports. Sharing your health information will help your online provider make informed decisions about your care.

How to Enable Your Webcam and Microphone

If your provider has enabled a webcam and microphone, you will be able to see and hear the provider during your conversation. If you also have a webcam and microphone, you will be able to have a live, two-way video chat. To enable your webcam and microphone:

1. Make sure your webcam, microphone, and speakers are plugged in.
2. Click Allow on any confirmation dialogues that load in the conversation console.
3. Click Enable Camera in the video area of the conversation console:

If you don’t see video or if you’re having problems with audio, make sure to test your webcam and microphone in another program. You may also have to unmute the microphone or speakers. If the Speaker Volume and Mic Volume sliders are not green, as shown above, click the small circular buttons next to each to enable them.

How to Add a Phone Connection to Your Conversation

In addition to videoconferencing and secure chat, you can add a phone connection to your conversation. Using the phone area, make sure you have checked the Allow Phone check box. If your provider has also clicked Allow Phone, the Connect via Phone button will activate, allowing you to add a phone connection:

After you or your provider clicks Connect via Phone, Online Care will call you automatically. After you log in using your PIN, Online Care connects you with your provider, enabling a live phone conversation in addition to the other tools available on the Web.

Conversation Wrap-Up

When the conversation nears its end, the clock in the upper right hand corner of the console will begin to flash. If you need more time, your provider may choose to ask for an extension, adding more time for an additional cost. At the end of the conversation, you will have the opportunity to rate the conversation, as shown below:

After rating the conversation, the Conversation Wrap-Up page will summarize the conversation and allow you to share conversation reports with other Online Care providers, or even external third parties, via email:

At the end of the conversation, your provider is able to enter more notes, diagnoses and prescriptions before submitting the final conversation report. Once the conversation report is available, you will be notified automatically by secure message and the report will appear in your My History area.

How to Share a Report with Your Provider

The Conversation Wrap-Up page gives you the ability to share conversation reports with Online Care providers, as well as people or points of care outside your online network. To share the conversation report with your provider, select Share this report with someone outside my network:

If you do not have a contact for your provider, you can enter one by selecting Create a New Address. If you have already created a contact, choose your provider’s name from the address book drop-down to automatically specify the appropriate contact information. Read the email notice and check the I understand… box to send the report.

Once the conversation report has been finalized by your provider, it will be automatically distributed. You can also distribute the report to other third parties at a later time by viewing the report in your My History area.