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On-Demand Video Visit FAQs

What is an On-Demand Video Visit?

Online video visits are a convenient way to access a physician or advanced practice provider (APP) virtually from your home or office without having to go to the clinic. You will connect in real-time for an appointment to receive a diagnosis, treatment plan and prescription as needed. All you need is an internet connection, smartphone or tablet (or a computer with a webcam) and a MyPinnacleHealth account to participate. If you use a smartphone you will need to download the MyChart app from your app store. From there, you will select "On-Demand Video Visit" to begin.

If you need help with registering for your MyPinnacleHealth account or have technical issues please call 717-988-0000 option 6 or submit online. If you have any other questions, please contact your primary care provider.

Will I be able to see my regular PCP online for an on-demand express care video visit?

You will be treated by one of our excellent UPMC Pinnacle doctors and advanced care providers. They will have access to all your medical records and will communicate to your primary care as needed.

When can I use this service and how long can I expect to wait?

The virtual on-demand visits are available Monday through Sunday 8 a.m. to 8 p.m. Wait times will vary by day and time.

Will medication be prescribed during the video visit?

Possibly, depending on your provider's recommendation based on your symptoms. (Note: We are unable to prescribe medications for certain controlled substances via video visit.)

Conditions We Treat

Your treating physician or APP will make the final determination if you can be seen virtually. Most common symptoms related to flu or COVID-19 that can be treated, including the following:

  • Fever or feeling feverish/chills
  • Cough
  • Sore throat
  • Runny or stuffy nose
  • Muscle or body aches or headache

Additional conditions that we may be able to treat through On Demand video visits include:

  • Sinusitis
  • Rash
  • Tick bite
  • Pink Eye
  • Urinary Tract Infection
  • Bronchitis
  • Diarrhea
  • Allergies
  • Vaginal yeast infection

(Note: We do not treat emergent or life-threatening situations such as chest pain, head injury, broken bones, coughing blood or loss of consciousness. We recommend you visit urgent care or the emergency room for the most serious conditions.)

Technology

Can I participate in a video visit on my mobile phone?

Yes. Mobile video visits require a connection to either the Internet or a 3G/4G network. You must have an active MyPinnacleHealth account to participate in a video visit, and you will need to download the MyChart app to your handheld device before your appointment. When you first use your MyChart account for a video visit, the device you are using may ask if you want to allow the MyChart program to use the camera and the microphone you must click Yes or Allow for the service to work.

Do I need a camera on my electronic device in order to participate in a video visit?

Yes, you will need a camera on your smartphone, tablet or computer for your provider to be able to see you during your video visit.

What if I have technical difficulties when it's time to begin my video visit?

If a technical problem prevents the video visit from being complete or if your doctor determines that your problem cannot be addressed through a video visit, the fee will be reimbursed.

Supported Browsers

Unsupported Browsers

Chrome

Internet Explorer

Edge

*Samsung Browsers

Firefox

*All Other Browsers

Safari

*May still work but not suggested

Cost

Video visits are charged at $49. You can use your Health Savings account as well to pay for this.

What else should I know?

If your symptoms worsen, you should seek immediate medical care in person from another provider, from a local hospital or by dialing 911.

I have a question that isn't listed here. Can you help me?

If you need help with registering for your MyPinnacleHealth account or have technical issues please call 1-888-782-5678 or 717-988-0000 option 6 or submit online. If you have any other questions, please contact your primary care provider.