Frequently Asked Questions

▾   What is telehealth?

With telehealth, you can visit with a doctor virtually from your home, office, or on the go. MDLIVE Board Certified doctors are available anytime, anywhere, 24/7, by phone or secure video, to help you recover from non-emergency medical conditions. Our doctors can diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.*

▾   Who is MDLIVE?

Founded in 2009, MDLIVE is a leading telehealth provider of online and on-demand healthcare delivery services and software that benefit patients, hospitals, employers, payers, physician practice groups and accountable care organizations.

Our cloud-based Virtual Medical Office software platform makes it possible for patients, medical professionals and plan administrators to collaborate seamlessly and securely via voice, video, email and mobile devices. Payers and providers can also utilize the HIPAA-compliant system to collect and share clinical data from patient medical records, lab results and in-home biometric devices for real-time risk assessments, wellness advice, diagnosis and treatment.

We also provide affordable, 24/7/365 consultations via a nationwide network of board-certified physicians and licensed therapists.

▾   Is telehealth appropriate for every medical condition?

No. Telehealth is designed to handle non-emergency medical issues. You should not use telehealth if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. While telehealth is not intended to replace your primary care doctor for common or chronic conditions, a virtual doctor’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit.

▾   What are the most common conditions you treat?

Our doctors are trained to treat a wide range of conditions. Some of the most common are:

  • Acne
  • Allergies
  • Asthma
  • Bronchitis
  • Cold & Flu
  • Constipation
  • Diarrhea
  • Ear Infection
  • Fever
  • Headache
  • Insect Bite
  • Joint Aches
  • Nausea
  • Rashes
  • Sinus Infection
  • Sore Throat
  • UTI
  • And more!

▾   How do I activate my account?

Once enrolled in telehealth, please wait until your effective date to activate your account by using one the following methods:

1. Go online and visit:
2. Call 888-376-7799
3. Download our Mobile App, available on the iTunes store and Google Play. Please enter "ingoodhealth" as the group name.

▾   When can I start using my telehealth service?

You can use telehealth after you activate your account. Please wait 24 hours after you enroll to activate your account. You can activate your account at

Once you have a MDLIVE account, you can browse doctor profiles, view available appointment times, and schedule an appointment with the doctor of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your MDLIVE doctor for your appointment.

▾   When is telehealth available?

Telehealth is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use telehealth anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.

▾   Where is telehealth available?

Telehealth is available anywhere in the United States.** MDLIVE's network of Board Certified doctors will be provided to you based on the state you are located. We make sure that each doctor is fully licensed to practice medicine in your state.

▾   Can telehealth be accessed on mobile devices?

Yes, telehealth can be accessed on most mobile devices with an Internet connection. Our MDLIVE Mobile App is available for download in the iTunes Store and the Google Play Store.


NOTE: You must be enrolled in telehealth prior to accessing MDLIVE on a mobile device. Please enter "ingoodhealth" as the group name.

▾   Can I add family members to my plan?

Yes, you can add family members when you enroll in telehealth. If you’re an existing member and are enrolled with family coverage, you can add dependents by logging into your account at

If you are currently enrolled with individual coverage, you can enroll in family coverage by logging into your account and clicking on the “Add / Remove Products” link.

▾   Who are the telehealth doctors?

All telehealth doctors are U.S. Board Certified and able to treat a wide range of patients and conditions. Following each consultation, our members are given a survey to evaluate their doctor and appointment. The results are analyzed and reviewed for quality assurance and used as part of our continuous improvement process. Selected doctor consultations are also reviewed by our internal medical board.

▾   Can a provider prescribe medication as part of a telehealth visit?

Yes, if the telehealth doctor believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies to choose from. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our doctors to sign and fax. All prescriptions are fully compliant and include all required information.

▾   What system requirements do I need for telehealth videoconferencing?

To use video conferencing you need:

  • Windows®7, Vista, or XP
  • A Mac running OSX 10.6 (Snow Leopard) or superior
  • Highspeed internet connection
  • A webcam with at least 1.3 megapixels
  • Microphone (most webcams already have microphone built in)

After you activate your account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.


▾   Is telehealth safe and private?

Yes, telehealth is safe and private. MDLIVE is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected doctor and pharmacy.

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

Don’t see your question? Don’t worry. Just call us at 888-376-7799. We have highly trained health service specialists standing by to take your call, 24/7/365.

* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.
** MDLIVE services are limited to only phone consultations with the ability to prescribe in Iowa, Louisiana, and Texas. California permits both phone and video consultations with short term prescription limitations. Telehealth services are currently not available in Idaho. MDLIVE has temporarily ceased services in Idaho because of differing interpretations of state regulations regarding telemedicine and prescribing. Please check back soon.

MDLIVE Prescription Policy
Doctors providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or doctor. MDLIVE phone consultations are available 24/7/365, while video consultations are available during the hours of 7 am to 9 pm 7 days a week or by scheduled availability. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission.

It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a doctor does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care doctors or other specialists for extended care. MDLIVE doctors do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction).

For a current list of DEA controlled substances, visit