Virtual Care Frequently Asked Questions

Video Visit hours are listed on our website and vary by type of virtual care (adult primary care, pediatric, specialty care, etc.).

A virtual Video Visit copay is typically the same as an in-person doctor visit copay, but it’s determined by your health plan.

You can pay the copay for a virtual Video Visit with a credit card through your MyKelseyOnline account.

If, during a virtual Video Visit, your provider determines that your situation requires an in-person doctor visit, you will not be charged for the Video Visit (it will stay in pending status with your bank until the office visit is completed and billed). The Video Visit provider will help you schedule an in-person doctor visit at the Kelsey-Seybold location of your choice.

Anyone with a MyKelseyOnline account is eligible for care through a Kelsey-Seybold Video Visit. If you don’t have an account, you can sign up online or through the MyKelsey app. If you need assistance signing up, please call our MyKelseyOnline help desk at 713-442-6565.

A variety of nonurgent, nonemergency medical issues can be diagnosed and treated through a Kelsey-Seybold Video Visit. The adult primary care, adult specialty care, and pediatric issues that can be treated will be listed on the screen for you to choose from when you’re scheduling your virtual care appointment. Issues and conditions not listed may require an in-person doctor visit.

Yes. Any Kelsey-Seybold patient showing symptoms of COVID-19 (upper or lower respiratory symptoms, fever, shortness of breath, chills, muscle pain, new loss of taste or smell, vomiting or diarrhea, and/or sore throat) can be screened for COVID-19 through a virtual Video Visit. Your provider will let you know next steps if testing or medication is needed. For more information, visit our COVID-19 Resource Center.

If your provider determines during a virtual Video Visit that you need diagnostic testing, they will order the tests, which you can complete at a Kelsey-Seybold clinic near you. Your test results will be available in your MyKelseyOnline account.

Your virtual Video Visit provider can “e-scribe” prescriptions to be sent to the pharmacy of your choice. You may also be eligible for free delivery of your medication to your home or workplace. If you are eligible, you’ll be offered the option during your Video Visit pre-check-in.

E-Visits can be a quicker and more affordable alternative to an in-person or Video Visit appointment for many common medical conditions. You can submit them whenever and wherever is most convenient for you and adult primary care E-Visits are available after hours and every day of the week, including weekends and holidays.

A variety of nonurgent, nonemergency medical issues can be diagnosed and treated through a Kelsey-Seybold E-Visit. The adult primary care, adult specialty care, and pediatric issues that can be treated will be listed on the screen for you to choose from when you’re scheduling your virtual care appointment. Other issues and conditions not listed may require either a Video Visit or an in-person doctor visit.

E-Visits aren’t available to all Kelsey-Seybold patients. Your eligibility depends on your health insurance plan. If E-Visits are available on your MyKelseyOnline or MyKelsey app dashboard, you’re eligible to schedule an E-Visit appointment. However, depending on your health plan, you may only be able to use an E-Visit for certain medical issues and conditions. All patients enrolled in KelseyCare and KelseyCare Advantage are automatically eligible to use E-Visits for all conditions.

If your E-Visit is submitted during E-Visit response hours, your virtual consultation with diagnosis and treatment is typically available within an hour. If it’s submitted after hours, you’ll usually receive a response the next business day. 

The cost or copay of an E-Visit is determined by your health plan. In most cases, the copay is $15 or less.

It’s possible that, based on your answers to the E-Visit questionnaire, a Kelsey-Seybold provider may prescribe a new medication for you and submit it to the pharmacy of your choice. However, an E-Visit is an ideal choice if you need a refill on an already prescribed medication. Please note that controlled medications cannot and will not be prescribed through E-Visits.

Yes. Any Kelsey-Seybold patient showing symptoms of COVID-19 (upper or lower respiratory symptoms, fever, shortness of breath, chills, muscle pain, new loss of taste or smell, vomiting or diarrhea, and/or sore throat) can be screened for COVID-19 through an E-Visit. If it’s determined during the visit that you need to be tested or prescribed medication, your E-Visit response will provide you with next steps. For more information, visit our COVID-19 Resource Center.