Virtual Care Frequently Asked Questions

MyUofMHealth Patient Portal FAQs

How can I learn more about the MyUofMHealth Patient Portal?

Visit the MyUofMHealth webpage for more information about the MyUofMHealth Patient Portal, including FAQs.

Who do I contact if I’m having trouble with MyUofMHealth Patient Portal account or the MyUofMHealth Patient Portal mobile app?

For technical issues please email HIM-PatientPortal@med.umich.edu or call (734) 615-0872 during business hours, to speak with a patient portal representative.

How do I set up the MyUofMHealth Patient Portal mobile app on my smartphone or tablet?

  • Activate your MyUofMHealth patient portal account at www.myuofmhealth.org.
  • On your smartphone or tablet, search “MyUofMHealth” in either the Apple iTunes Store or the Google Play Store.
    • Tip 1: Look for a blue folder with a maize M.
    • Tip 2: For Apple iPads, when searching for “MyUofMHealth,” make sure you are looking for iPhone apps and not iPad only.
  • Sync your MyUofMHealth Patient Portal mobile app with your MyUofMHealth patient portal account.

If you have trouble downloading the MyUofMHealth Patient Portal mobile app, please email HIM-PatientPortal@med.umich.edu or call (734) 615-0872 during business hours, to speak with a patient portal representative.

I need access to a MyUofMHealth Patient Portal account for my child under age 18 or for an adult with diminished mental capacity (i.e. a proxy account), how can I set that up?

I am a child between 11 and 17 and I would like my own MyUofMHealth Patient Portal account, how can I set that up?

E-Visit FAQs

What is an E-Visit?

An E-Visit is a convenient way to contact a University of Michigan Health provider for common, non-urgent medical conditions. You can submit a questionnaire regarding your symptoms for a variety of specific conditions and receive a quick reply from a University of Michigan Health provider through the MyUofMHealth patient portal. Depending on your symptoms, your provider can also prescribe a medication for you.

Who can submit an E-Visit?

E-Visits are available for all active (having received care in the last 24 months) University of Michigan Health patients who are enrolled in the MyUofMHealth patient portal. Pediatric E-Visits must be submitted by a parent or guardian with proxy access. Learn more about proxy access at MyUofMHealth.

How do I request an E-Visit? 

  1. Log in to your patient portal account at MyUofMhealth.org.
  2. Select the E-Visit option under the “Visits” tab.
  3. Answer a few short questions about your health.
  4. Receive a written response from a University of Michigan Health provider via your MyUofMHealth patient portal.

When are E-Visit services available?

You may request an E-Visit anytime day or night—seven days a week.

When will I receive a response after I submit an E-Visit?

Urgent Care E-Visits are responded to the same day if your E-Visit is submitted before noon, except holidays. Specialty care E-Visits are responded to within 72 business hours.

How much does an E-Visit cost?

Primary care E-Visits cost $34. Specialty care E-Visits cost $34-$119. E-Visits may be covered by your insurance.

Will I be charged if I am not able to be treated by an E-Visit?

You will not be charged for the E-Visit if the University of Michigan Health provider determines that an E-Visit is not appropriate for your condition. They will direct you to schedule an in-person appointment instead.

Will I receive a phone call when I submit an E-Visit?

No, a University of Michigan Health provider will send you a written treatment plan via your MyUofMHealth patient portal.

What is a written treatment plan?

A written treatment plan is a unique message sent from a University of Michigan Health provider to your MyUofMHealth patient portal. A written treatment plan may include:         
 
  • Advice on how to treat your common, non-urgent health condition at home
  • Prescriptions (as needed)
  • Recommendations to avoid public settings like work or school (as needed)
  • Suggestions for medications that do not need to be prescribed (as needed)

Will I receive a prescription when I submit an E-Visit?

You will receive a prescription if the University of Michigan Health providers finds that it is medically necessary. Sometimes, it may be suggested that you take a medication that does not need to be prescribed.

Where will my prescription be sent?

You will select which pharmacy you would like your prescription to be sent when you complete the E-Visit.

Why can’t I find an E-Visit in my patient portal?

The only E-Visits that will appear in your patient portal are those you are eligible for. If you do not see an E-Visit option for the condition you are looking for it may be because you are not eligible to submit for that condition. Some Specialty Care E-Visits are never available as an option to select on your own. These must be sent to you from your health care provider and will be visible from your patient portal home screen on the date they have requested that you complete it. If your health care provider requested that you complete an E-Visit and you do not see it on your patient portal home screen or in the list of E-Visit conditions, please call your health care provider.      

Video Visit FAQs

What is a Video Visit?

A Video Visit is a scheduled appointment with your health care provider where you connect via the MyUofMHealth Patient Portal. You will be able to see, hear, and speak to your provider and they will be able to see, hear, and speak to you, similar to the experience you might get using Apple FaceTime or Skype calls.

Your visit will be just as thorough and personalized as a traditional clinic visit, but without a trip to one of our hospitals or health centers.

Standard Video Visits are scheduled in advance directly through a specific U-M Health clinic.

U-M Health patients also have access to Urgent Care Video Visits, which are self-scheduled, same-day Video Visits available for evaluation of COVID-19 and flu symptoms.

Are Video Visits secure?

Video Visits use your MyUofMHealth Patient Portal account to connect and are fully secure, confidential, and compliant with all medical privacy laws.

Am I eligible for a Video Visit?

Many appointments for non-emergency care or care that doesn’t require an in-person physical exam can be done through a Video Visit. Ask your University of Michigan Health provider if the appointment can be done through a Video Visit.

Will my insurance pay for Video Visits?

Though Video Visits are covered by many insurance policies, there are still some insurance policies that will not cover Video Visits for patients at home. Ultimately, it is your responsibility to confirm your insurance coverage.

How to confirm coverage for your Video Visit:

To confirm coverage with your insurance company, you will need to ask if you are covered for a live, two–way audiovisual communication between the physician and patient when the patient is located at home. Please reiterate that you will be at home for the Video Visit.

The insurance company will also need to know how your provider will bill for the visit. Ask your clinic for the billing code and modifiers that will be used for your video visit.

If a Video Visit is NOT a covered benefit:

If your insurance does not offer Video Visits as a covered benefit, you will be eligible for a self-pay patient discount for the Video Visit. Call University of Michigan Health Patient Financial Services at 1-855-855-0863 once you receive your bill for the service. Medicare patients should automatically receive the discount and will not need to call Patient Financial Services for the discount.

If a Video Visit IS a covered benefit:

If you have coverage, then your plan will process Video Visits the same as a face-to-face visit and assign copay, coinsurance and/or deductible based on your plan benefits. Covered benefits are not eligible for the patient pay discount.

Why should I opt for a Video Visit?

Video Visits offer a convenient opportunity to connect to your University of Michigan Health provider without having to travel to a hospital or health center. Video Visits are fully secure and offer the same high-quality care that you would expect from an in-person visit, without requiring you to leave your home or office.

What can I expect from the Video Visit (i.e. how long, what will happen)?

The length of Video Visit appointments varies based on your appointment type, but are often scheduled for the same period of time as an in-person visit. What happens during a Video Visit will vary, but the visit will be very similar to an in-person visit with the exception that the provider will not be able to do any exam requiring physical touch. You will have plenty of time for your provider to understand your needs and answer any questions you have.

Are interpreters available to provide translation assistance during a video visit?

Yes. An interpreter can be scheduled by the clinic when you schedule your Video Visit appointment. Patients will connect to the Video Visit through the MyUofMHealth Patient Portal prior to being connected to the interpreter.

What if my doctor or health care provider is late for my Video Visit?

Just like an in-person visit it may be that your doctor or health care provider is tied up with other patients and running behind schedule. We ask that you remain patient and in the virtual waiting room until your provider connects. If it appears that your provider is exceptionally late to the Video Visit, please contact the clinic number associated with your appointment and explain that you are trying to connect to a Video Visit and that your provider has not yet connected. We do ask that doctors and other health care providers offering Video Visits have a system in place to reach out to patients to let them know if a provider is running behind schedule.

What types of devices can I use for my Video Visit? Do I need specialized equipment?

A smartphone or tablet with the latest version of the MyUofMHealth mobile app and the Zoom Cloud meetings mobile app downloaded is recommended for your Video Visit. Do not use the browser on your smartphone or tablet. You can also use a computer or laptop with a microphone and camera and the Zoom app installed. Step by step instructions for participating in a Video Visit using either a mobile device or a computer are available here.

What if I am not tech savvy?

You do not need to be tech savvy to conduct a Video Visit. The technology has been designed so that anyone can use it. If you are having trouble, please ask for help! Many of our patients will ask family members to help them conduct the visit. Support staff is also available to assist you. If you need help with your MyUofMHealth mobile app, please call 734-615-0872 to speak with a patient portal representative. 

What if there are technical problems during the Video Visit?

We try to prevent technical issues by asking patients to test their connection and set-up in advance of the visit, but still there may be times where technical issues occur. If you are having technical issues, there are a few basic steps you can take to see if you can fix the issue.     

 

  • Have you installed Zoom to your device? If not, follow these instructions.
  • Are you in a location with a strong wireless signal or cellular data signal? Some businesses even with a strong wireless signal may block outside apps. If possible, try to connect to another network or use cellular data.
  • Do you have the most up-to-date version of the MyUofMHealth mobile app? Check for updates in the Apple App Store or Google Play Store.
  • Are there multiple apps running in the background slowing the connection?
  • Is your audio muted or, if you are using headphones, are they connected correctly?

If you continue to have problems, or if you get disconnected during your Video Visit, your doctor or health care provider may call you. You can call the clinic phone number listed on your appointment and explain that you are trying to connect with your provider for a Video Visit. It may be necessary to reschedule for another time.

For further technical support, please email HIM-PatientPortal@med.umich.edu or call (734) 615-0872 during business hours, to speak with a patient portal representative.