By Sue Sveum
Sometimes getting quick medical care or advice for yourself or a loved one can be difficult. Maybe you can’t get in to see your provider — or feel too sick to sit in a waiting room. The clinic may be too far away or you’re short on time.
Sometimes it’s a condition you’ve had and can easily identify (think sinus infection or UTI) — so you just need a prescription as soon as possible. Cost and high insurance deductibles can also be an obstacle.
How It Works
Video Visits cost $59 or less with insurance, while online e-Visits are just $39 but insurance is not accepted. In addition to the affordable cost and the convenience of reaching a provider from your own home, both are available from 6 a.m. – 11 p.m., 365 days a year.
Visits are on-demand at the time the patient logs in to start the visit. No appointment is needed. Once a patient signs in they’re placed in a queue and receive a notification giving them an estimated wait time.“Our average wait is less than 10 minutes,” says Thorn, “although it can be longer due to higher volume times, such as cold and flu season.”
How does the service stack up to urgent care or a clinic visit? The cost of a primary or urgent care visit depends on individual insurance copays and services performed — but the low cost makes this an affordable alternative. Especially when you figure in the intangibles such as time and convenience.
“SSM Health Express Virtual Care really fills the gaps — especially for patients who can’t get into their primary care provider, who don’t have childcare or don’t have transportation to a clinic or urgent care, who don’t feel well enough to leave home or are worried about infecting others,” says family nurse practitioner Kristin Grossman, MSN, FNP-C.
Kia Mills, PA-C, a physician’s assistant, agrees.
“Patients tell me all the time how much they appreciate that our service allows us to see them during early morning and later evening hours, when urgent care or clinics aren’t always open,” she says.“We’re able to have a conversation about symptoms, and for patients already in the SSM Health system, we can even obtain a medical history, and review previous notes, labs, visits and medication list.”
Working wife and mother, Nelli, knows firsthand how convenient the service can be. Because she’s raising four daughters in a small community outside of Madison, driving into the city to see a provider isn’t always feasible when sudden illness or minor injury strikes.
“With e-Visits, I can easily complete a questionnaire to identify symptoms, send photos if necessary and receive a diagnosis in hours — or sometimes minutes — from the comfort of my kitchen or office,” she says. “Prescriptions are sent to my pharmacy, and we’re on our way to feeling better the very same day.”
Nelli says she’s only used the e-Visit option so far but is glad to know there’s access to a provider by Video Visit if needed.
“The convenience of being able to spend just 10 to 15 minutes to submit a questionnaire at nearly any hour of the day — right from home — and then move on with my life, makes this ideal,” she says, adding that one of the biggest benefits (especially for families with a high deductible or co-pay) is the low cost.“This service saves me time and money.”
How We Can Help
Here are just some of the conditions commonly treated by SSM Health Express Virtual Care.
- Allergies
- Cold, cough, flu, fever
- Diaper rash
- Head lice
- Heartburn
- Minor aches, pains, infections
- Minor cuts, scrapes, burns
- Minor sprains and strains
- Sinus infections
- Urinary tract infections (UTI)
- Skin conditions:
- insect stings and bites
- rashes
- minor bumps
On the flip side, SSM Health Express Virtual Care should not be used for the following.
- Emergency care
- Treatment of chronic conditions
- General medical consultation
- Medication changes
- Prescriptions of controlled medication
- For children under two years old (except for diaper rash)
“Patients needing a physical, imaging like an X-ray, or using worker’s compensation would also need to be seen in person,” explains Mills, adding that occasionally, providers may determine that more immediate care or an in-person exam is necessary.
“If we’re not able to help a patient, we refer them to an in-person urgent care or emergency department or back to their primary care provider (PCP). And if they don’t have a PCP, we can assist with providing one for them.”
“When someone’s in a more critical condition or physically needing to be assessed we’d recommend they be seen by urgent care,” adds Thorn. “We always do what is best and safest for the patient.”
A few examples where patients would be referred for further evaluation and treatment include:
- A cough for a significant amount of time in a patient with respiratory issues (so a provider can take vitals and listen to their heart and lungs).
- Consistent ear pain where a provider needs to physically see inside the ear.
- A potential broken bone that needs X-rays.
- A laceration needing to be cleaned and stitched with sutures.
- A chronic condition that’s out of control and needs to be seen in person immediately.
And don’t worry – if a virtual care provider is unable to help, there will be no charge.
Patients aren’t the only ones happy with the service.“I find working on SSM Health Express Virtual Care very rewarding because I’m able to help patients from the comfort of their homes,” explains Mills.“Especially when they’re feeling ill.”
Grossman agrees.“I truly enjoy helping patients this way because they’re so appreciative of how comfortable, convenient and easy our service is.”
And that’s how healthcare should be — especially when we’re sick.
Which Virtual Care Option is Right for Me?
According to SSM Health Express Virtual Care’s director, Allison Thorn, most virtual visits can be resolved with either a Video Visit or e-Visit. Both options are available 6 a.m. – 11 p.m., 365 days a year.
What’s the difference?
A Video Visit connects the patient and provider through a video conference.
Process: After answering a few questions regarding symptoms, you’ll be notified by text or email when a provider is ready to meet with you.
Benefit: The patient and provider can see and talk to each other. It’s especially helpful if the patient has a lot of questions or concerns. Also, beneficial when the provider needs to visually see something, like a bug bite or rash.
Wait time: Average of 20 minutes.
Cost: $59 (or less depending on insurance)
An e-Visit involves completing a short online questionnaire regarding your medical concern.
Process: After submitting, a provider will review the questionnaire and email you your treatment plan, as well as a link for you to send your prescriptions (if needed) to the pharmacy of your choice.
Benefit: Patients can complete the questionnaire and go about their business. After the visit is complete the provider emails the patient their final care plan and a link to send the prescription to the pharmacy, if needed.
Wait time: Less than one hour.
Cost: $39, no insurance accepted.
Visit ssmhealth.com/careonline to get started.
