Health Care as Close as Your Smartphone or Tablet
Find the health care guidance you need and get treatment for minor health problems from the convenience of your home or office. Our eCare app is like the modern version of a doctor's house call. You can have an online doctor appointment on your smartphone or tablet. Our physicians and nurse practitioners can help you with many questions or concerns without an office appointment. At home, on the go — you'll get the same compassionate, personal care you rely on from your AdventHealth doctors and nurses. We're here to help you live your best life, and make it as easy as possible to get care when and where you need it.
About the eCare App
- The Same Dedicated Care
eCare providers will diagnose your urgent health problem and recommend treatment designed specifically for you. If you need a prescription, we’ll call it in to your pharmacy. And we’ll follow up to make sure you’re doing well — it’s all part of our comprehensive, seamless care.
- Conditions We Treat
Your eCare doctor or nurse practitioner offers treatment for most minor health problems, like:
- Acid reflux
- Cold and flu symptoms
- Hay fever
- Lower back pain
- Minor burns, cuts, bumps and scrapes
- Pink eye
- Seasonal allergies
- Skin conditions
- Urinary tract infections
When to Get Emergency Care Instead
Some conditions need in-person care right away. You should get emergency help if you have:
- Abdominal pain
- Allergic reaction
- Animal bites
- Chest pain
- Eye injuries
- Shortness of breath
- Work-related injuries
Some insurance plans cover eCare visits, so it’s a good idea to check with your insurance company first. If you don’t have insurance, the charge is $49 per visit.
eCare Frequently Asked Questions
- What is eCare?
eCare is a convenient option for a face-to-face video appointment with a board-certified physician or nurse practitioner through your smartphone or tablet. You can receive diagnosis, treatment, follow up, and prescriptions for minor ailments.
What is the cost for an eCare visit?
An eCare visit is $49 without insurance, payable at time of your visit via credit card. If you have insurance, check with your provider or use the app to see a list of insurance providers we accept.
When you register for your eCare appointment, you will be asked to enter your insurance information. You can pay your co-pay or deductible/co-insurance amount with a credit card or your health savings and reimbursement account card.
Why would I use eCare?
With eCare, you’ll have access to physicians and nurse practitioners for minor medical concerns anywhere you have internet access in the following states: Florida, Georgia, Kansas, Kentucky, North Carolina, and Tennessee.
- What if my condition can’t be treated during my visit?
If the physician or nurse practitioner determines your needs are outside the scope of care for an eCare visit, you won’t be charged. We will also assist you with a referral through your primary care physician, if needed.
- If I’m using insurance, what information do I need?
You’ll need the following information to use our eCare app:
- Policyholder name
- Policyholder date of birth
- Policyholder gender
- Policyholder’s relationship to patient
- Patient’s member number (Please see application for a sample insurance card)
- How do I create an account to use eCare?
Go to your app store (Android Google Play or Apple Store) and download by searching “AdventHealth eCare”. You’ll be prompted to create an account by entering information about yourself and will be asked to provide a credit card or health savings and reimbursement account card for billing. Your account won’t be billed until after you’re seen and treated.
Note: each member of your immediate family will need their own account. If your child is under the age of 18, you will fill out the Guarantor section as their guardian.
- Who can use eCare?
Anyone in the following states can use the eCare app: Florida, Georgia, Kansas, Kentucky, North Carolina, and Tennessee.
How do my children and family use eCare?
As the parent and/or guardian, you will have to create a primary account (which you can use for visit requests), and add multiple users. If your dependent is under the age of 18, the legal guardian will need to fill out the guarantor section and be present with the patient during the virtual consult.
Can my dependent(s) use eCare if they’re located outside the covered states?
Due to government regulations, we cannot provide treatment to patients outside of the covered states.
- Can I schedule an appointment or is it first-come, first-served?
You have the option to choose an on-demand appointment or you can schedule an appointment for a time that’s convenient to you.
- Who will I see when I begin my appointment?
Once you login to your account and finish filling out information necessary for the appointment, you’ll see a list of providers. You may choose a provider who’s immediately available or wait to see a specific one. Please allow up to two minutes after clicking the join button for the video connection to launch. You will have the option to wait for the provider, or be alerted via a text message, phone call or email.
- Can I get a prescription?
Yes, eCare physicians and nurse practitioners can prescribe non-controlled medication in accordance with state laws when deemed medically necessary. We can only provide a limited supply of long-term medications until you can follow up with your primary care physician. We cannot refill controlled medications (narcotic pain relievers, benzodiazepines, etc.). Please contact your prescribing provider for these refills.
Does the application automatically show me available pharmacies that are within my insurance network?
No, you'll need to confirm with your insurance carrier prior to a visit to confirm that the selected pharmacy is within your network.
- How will I know my visit is private and secure?
Patient privacy is important to us, and your information is secure. The AdventHealth eCare app uses secure technology, encrypting all communication over the Internet. In addition, eCare is compliant with all HIPAA regulations. See our Notice of Privacy Practices.
- What happens after my visit?
After your visit is complete, your visit summary will appear on screen. If you're unable to view it at this time, you’ll receive directions on how to access your post-visit summary via secure email to the email account you have on file. This will provide details of your visit, follow up instructions from the provider, prescribed prescriptions and additional information on what to do if your condition doesn’t improve.
- Is information sent to my primary care physician?
Information from your eCare visit isn’t always sent to your primary care physician, but you can print and save your “visit summary” at any time to share with your primary care after a visit is completed.
- Can the physician or nurse practitioner write me a work or school release note?
Yes, at the discretion of the physician or nurse practitioner. If a note is written, you can see the digital work/school release note on the last page of your visit summary sheet.
- What phone number can I call for billing questions?
- When I register, it says "Email Address Already in Use."
If you see this message, you already have an account under this email address. Please confirm you’ve entered the information correctly. You may need to reset your password if you have forgotten it. If you confirm your information is correct and you still receive this error, please call our support center at 480-493-4819.
- I’m receiving a Service Not Available message.
If you see this message, please reboot your WiFi or cell phone connection or transfer to your 3G/4G data service. Some wireless hotspots will block programs like this so it appears the service is unavailable.
- I can’t see my provider as Available. What should I do?
A particular provider may not be available or may be engaged with another patient at this time. If the provider has already accepted your request for an eCare visit, there may be a 4 - 5 minute timeframe to establish the connection once the provider has signed in.
- I’m connected with my provider but I can’t see them. What should I do?
Your browser may initially ask for permission to use your camera and microphone. Make sure you have granted access. If you haven’t, or you still see a black screen, refresh your screen to have another opportunity to share/allow access.
- How do I change my credit card or health savings and reimbursement account card information?
At this time, eCare doesn’t support multiple credit cards. If you need to edit your credit card information, click on the Menu icon in the upper left-hand corner. You can edit your payment information under the Payment tab. Delete the existing card first, then you can add your new credit card information.
- I keep losing my internet connection. What should I do?
To ensure a good eCare visit, an upload/download connection speed of 3 Mbps is required. A noticeably better experience will happen with a connection above 5 Mbps.
- I can’t hear the provider. What should I do?
There are three items to check:
- Check to see if you’ve given permission to the eCare app to access your camera and microphone.
- Make sure your audio isn’t muted.
- Check to see if an external headphone is plugged in and if so, unplug it.
- I can’t log in. What should I do?
If you’ve forgotten your password, please click here to reset it.
- How do I change my notifications?
To change your notifications, please click your name in the upper right-hand corner. From here, you’ll see a menu appear. Please click My Account. Go to the Account Information tab to toggle between your notifications to choose via phone, email or SMS (text).
- Do I need WiFi to use your service?
Although we do recommend you use WiFi for the best possible experience, it isn’t required to use our service. As long as your connection is 4G or LTE, then you should be fine. If you do experience connection issues, you can simply switch to audio-only, when connected to a doctor, and your connection will improve.
- What mobile devices and/or operating systems do you support?
We currently support Android and iOS enabled devices. This includes tablets, as well as smartphones. For Android devices, you must have Android 4.0.3 or newer to install our app.
For iOS devices, you must have iOS 8 or 9 installed. Additionally, your iPhone must be a model 4S or newer.