FAQ
- What is HMSA’s Online Care?
- Who can use the system?
- When is HMSA’s Online Care available?
- Do physicians have access to my health information?
- How long is one session?
- What if I need extra time when talking to a doctor?
- How much does it cost to use HMSA’s Online Care?
- If a session lasts less than 10 minutes, am I charged a lower fee?
- Is the cost different if I use HMSA’s Online Care online or by phone?
- Does it cost more to talk to a specialist?
- Is the cost the same 24 hours a day?
- Does HMSA pay any portion of the cost for an online session?
- How do I pay for an Online Care session?
- Did HMSA create this new system on its own?
- Why is HMSA offering this system?
- How will HMSA’s Online Care help improve Hawaii’s health care system?
What is HMSA’s Online Care?
HMSA’s Online Care is an exciting, new online health care system that allows you to talk to a local physician or specialist from HMSA’s PPO network. You can have a discussion live via the Web or telephone.
Without leaving home, you may speak with a local physician. Services are immediate, secure, private and affordable. HMSA’s Online Care is convenient and easy to use, and an appointment is not required.
HMSA is the first health plan in the country to partner with American Well and Microsoft on an online health care system. We are proud to make this exciting, new service available to our members, providers and the community. It helps improve access to care for residents across the state.
Who can use the system?
The new online care system is available to all Hawaii residents located within the state. You do not have to be an HMSA member to use the system.
From the comfort and privacy of your home, you can use Online Care to access the services of an HMSA participating physician when you need it.
When is HMSA’s Online Care available?
The system is available seven days a week, 24 hours a day, except for brief maintenance work scheduled during low-usage periods (10 p.m. to 2 a.m. on the first Sunday of each month and 10 p.m. to 2 a.m. on the Sunday after the third Saturday of each month).
Do physicians have access to my health information?
If you are an HMSA member, the physician may have access to your HMSA health summary. You must grant the physician access before they can view it.
Anyone who uses Microsoft HealthVault to collect, store and manage their personal health information can make that information available to the consulting physician.
Having access to consumer health information is important to physicians and specialists. It helps them provide timely, effective and appropriate online services. When a physician has access to a consumer’s health information, the physician is better able to offer medical advice.
How long is one session?
Each session is up to 10 minutes long.
What if I need extra time when talking to a doctor?
If you and the physician still have issues to discuss toward the end of the session, the physician can ask if you'd like to extend the conversation for three minutes at no cost or for five minutes for an additional cost.
How much does it cost to use HMSA’s Online Care?
| HMSA Member Cost | Non-HMSA Member Cost | |
|---|---|---|
| Regular 10-minute session | $10.00 | $45.00 |
| Regular session plus 5-minute extension | $15.00 | $57.50 |
For HMSA members, the cost is $10 for each regular 10-minute session.
For others in the community who are not HMSA members, the cost is $45 for each regular 10-minute session.
If a session lasts less than 10 minutes, am I charged a lower fee?
You will be charged for the session whether it lasts a few minutes or the maximum 10 minutes. The consumer generally determines when a session is over, not the physician.
If the physician terminates the session early, you will not be charged and the physician will not be paid for that session.
Is the cost different if I use HMSA’s Online Care online or by phone?
No. The cost is the same.
Does it cost more to talk to a specialist?
No. Costs are the same for any physician on HMSA’s Online Care.
Is the cost the same 24 hours a day?
For all consumers, the same charge applies 24 hours a day.
Does HMSA pay any portion of the cost for an online session?
Yes. HMSA is helping subsidize costs for its members during the start-up period (January through June 2009).
How do I pay for an Online Care session?
HMSA’s Online Care will accept major credit cards and some debit cards. Debit cards must have a major credit card logo and must not require a PIN number for use.
Consumers who do not have a credit card or acceptable debit card may be able to use a prepaid debit card purchased from a retail store. The purchased prepaid debit card must be one that you register online or by phone with your name and address and then activate.
Did HMSA create this new system on its own?
No. HMSA is licensing the online system from American Well. Based in Boston, American Well creates and delivers innovative health care communication services to organizations across the country.
American Well’s Online Healthcare Marketplace enables live communication between a consumer and health care provider. HMSA is implementing this technology for its members, providers and the community.
Microsoft HealthVault is currently available to health care consumers. It allows consumers to collect, store and manage personal health information and share it with physicians, family members, and other trusted third parties.
HMSA’s Online Care is an integrated solution that allows you to use your health information from HealthVault to support online consultations with HMSA participating physicians on the American Well system.
Why is HMSA offering this system?
HMSA understands that one of the most important benefits of the system is improved access to care, especially for residents in rural or isolated areas of the state. Using a computer or phone, access to the system is nearly immediate.
HMSA also understands that online health care is not a replacement for face-to-face visits with your physician. However, it is another way for you to access care when you need it.
HMSA sees the system’s vast possibilities and benefits for HMSA members, providers and the community. In short, it is a convenient, affordable way to connect with a physician any time of day from your home or office.
HMSA is leading the way in Hawaii and the country with regard to implementing this innovative new technology. It’s all part of being a health care leader and working for a healthier Hawaii.
How does HMSA’s Online Care help improve Hawaii’s health care system?
Online Care makes Hawaii’s health care system more accessible to consumers by overcoming the constraints of time, distance, mobility, or lack of insurance.
Time - Whether a parent is trying to comfort a crying child in the middle of the night or a patient is experiencing a severe headache in the middle of a busy work day, getting in to see a physician can be challenging. Online Care makes it easy for them to speak to a physician from the convenience of their home or office.
Distance - Outside of Honolulu, Hawaii is essentially a rural state with a small, scattered population and a limited number of physicians. Online Care improves access by connecting consumers with physicians statewide.
Disability/Immobility - Many people face physical difficulties due to disability, frailty, or post-surgical immobility, especially with our growing elderly population. With Online Care, consumers can easily and conveniently speak with a physician without having to physically travel to the doctor’s office.
Uninsured - About 8 percent of the people in Hawaii do not have health insurance, yet they need reliable access to health care. Online Care is a convenient health care option for the uninsured. It is also an easy, efficient way for the uninsured to maintain relevant health information in one centralized location.